The challenge
Reception phoned to confirm appointments when they had time, which meant they usually did not. No-shows were costing chair time every week.
Objectives
- Remind every patient without staff effort
- Use the channel each patient responds to
- Make confirming or rescheduling one tap
- Measure the effect on no-shows
What we built
An automated reminder sequence across SMS and email at set intervals, with one-tap confirm and reschedule links writing back to the practice system.
Technology
Practice software · SMS API · Zoho Flow
How it was delivered
- Integration with the practice management system
- Reminder sequence at booking, one week and one day
- SMS and email channel selection per patient preference
- One-tap confirm and reschedule writing back to the diary
Outcomes
- Reception stopped phoning to confirm appointments
- Patients confirm or reschedule in one tap
- No-show rate became measurable and manageable