How This PT Provider Reduced No-Shows
This Physio Service Cut No-Shows From 23.8% to 10.2%...
After introducing structured text communication and automated reminders, East London’s community MSK physiotherapy service saw 56 more appointments attended and recovered 23 clinical hours each week.
What East London Changed
• Sent a text message when the appointment was booked.
• Sent a second text reminder 2 days before the appointment.
• Automated the reminders through the appointment system instead of relying on staff to send them manually.
• Encouraged patients to choose and book an appointment time that suited them.
• Gave patients enough notice to rearrange an unsuitable appointment before missing it.
How Another Physio Service Achieved Success With Simpler Changes
In a 679-Patient PT Trial, SMS Reminders Cut No-Shows From 16% to 11%
In a randomized trial across two physical therapy outpatient departments, SMS reminders reduced unannounced missed appointments from 16% to 11%.
WHAT This Trial Did
• 342 received an SMS reminder; 337 received usual appointment procedures without the SMS.
• The study separated unannounced missed appointments from cancellations, which is important because the effect was specifically on no-shows.
• Unannounced nonattendance fell from 16% to 11% with the reminder.
Do Something Similar in Your Clinic
Use A Workflow (Not Another APP) To Prevent and Recover No-Shows
This workflow is free & designed to fit easily with your clinic's existing booking, email, and SMS tools.
01.
REDUCE LATE CANCELLATIONS
Use clear cancellation-policy messaging and enough notice for patients to rearrange before the appointment.
02.
INCREASE APPOINTMENT CONFIRMATION
Send timed reminders that make it easier for patients to confirm, reschedule, or raise an issue before the visit.
03.
Flag At-Risk Appointments
Identify patients who have not confirmed or responded, so staff know which appointments may need personal follow-up before they become no-shows.
04.
Recover Missed Visits
Use a simple follow-up sequence after a no-show or late cancellation to make rebooking easier and prevent the patient from quietly dropping off.
Show Me How This Fits Into My Current System
Protect Your Revenue By Reducing No-Shows
Get the free system you can adapt to your existing patient journey, without replacing your current booking or communication tools.
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