Background
Regina Maria Rețeaua de Sănătate sought to improve the appointment attendance rate, as it frequently occurred that patients, after booking well in advance, would forget their appointments or be unable to attend.
This created scheduling inefficiencies and limited the ability to offer those time slots to other patients in need of care.
Implemented Solution
To reduce no-show rates and improve operational efficiency, the clinic implemented an automated appointment reminder and confirmation process developed by Mediatel Data.
- Patients receive a personalized message a few days before their scheduled appointment.
- Patients who confirm receive additional dynamic preparation instructions based on the type of service. (Ex: Required diet or prep work for a certain investigation).
- Patients who decline or are unavailable are automatically directed to an agent for rescheduling or for releasing the slot
Benefits for Patients
The automated system doesn’t just save time — it makes the entire experience smoother and more supportive for patients, from booking to check-in.
- Centralized confirmation: once a patient confirms, the system updates all internal systems simultaneously. This ensures visibility across the contact center and medical teams, allowing agents to focus only on unconfirmed appointments and efficiently reallocate any open slots.
- Clear, human, and personalized messages.
- Relevant medical preparation information delivered proactively.
- Easy rescheduling options when needed.
Results
- The entire process was automated and scaled, with hundreds of reminders sent daily by bots (Over 600 Patients Dialed on Daily Basis)
- Full Visibility Into Patient Response Rates: Clear visibility into the ratio of contacted vs. responding vs. confirmed patients, providing actionable data to measure campaign effectiveness.
- Less Manual Work for Staff: Reception workload significantly reduced by removing the manual task.
- Automated Appointment Confirmation: Appointment confirmation is now fully automated, saving time and resources for medical staff.
By automating the appointment reminder and confirmation process, the clinic not only reduced no-show rates but also improved operational efficiency and patient experience, all without adding extra workload to the staff.
Conclusion
This successful outcome was made possible through the close collaboration with Mediatel Data, whose technology enabled the seamless integration of automation, personalization, and visibility across teams.
The partnership continues to evolve, with both sides committed to exploring new ways to enhance communication, streamline operations, and keep patients informed and engaged every step of the way.
