Major Health System Minimizes Message Overload and Missed Appointments

A leading nonprofit health system serving millions of patients across 125+ clinics and facilities in the U.S. Known for quality care and innovation, they are committed to delivering better experiences across the entire patient journey—from scheduling to follow-up.

According to the Medical Group Management Association (MGMA), missed appointments cost the U.S. healthcare system more than $150 billion annually.

For this major health system, the problem wasn’t just cost—it was patient experience. Patients were receiving a variety of communications, yet still missing too many appointments. Why? Because communication was fragmented.

• The patient access team had no visibility into when, where or how patients engaged.

• Emails and texts went out—but not based on patient preferences or context.

• Appointment confirmations were inconsistent, and no-shows were rising.

This lack of orchestration was hurting both the patient experience and operational efficiency.

In just 120 days, the health system orchestrated appointment reminders across SMS and email channels:

• Personalized messages sent based on each patient’s behavior and preferences

• Confirmation logic that adjusted reminders based on response (or nonresponse)

• Insights shared with the patient access team in real time to reallocate open slots

Rather than blasting the same message to everyone, they delivered the right reminder at the right time, on the right channel.