Plugging Leaks and Keeping the Ship Afloat with Smart Patient Communication

The financial outlook in healthcare is not great. Operating costs and labor expenses are through the roof, and many hospitals are already expecting to wrap up the year in the red. To keep their heads above water, health systems need to make major improvements in the revenue department and plug any leaks like those created by no-shows and cancellations. This can be easily done if you right the course of your patient communication strategy.

According to a report from MGMA, no-show rates took a bit of a dip during the pandemic but had been staying consistent across different types of practices since. On the flip side, appointment cancellations were making a comeback, and the number of rescheduled appointments within 30 days took a nosedive, dropping over 78% for primary care in some cases. Why do patients skip out? Well, a whopping 54% say they simply forgot… it's a safe bet to assume they also failed to reschedule.

Its common knowledge that good communication is the key to keeping patients engaged. In fact, 94% of providers think text reminders and follow-up calls play a role in helping patients stick to their care plans— and they’re right. Patient surveys back this up, illustrating that providers hold a big responsibility in managing patients' health. Over 75% want reminders for stuff like prescription refills, annual checkups, routine testing, and preventive care. And nearly all of them (83%) expect them for appointments.

Improving patient communication isn't just about keeping appointments on the books; it can boost your practice's efficiency, make everyone happier, and even amp up patient satisfaction and outcomes. But most importantly—it has the power to slash missed appointments by 41% on average. Which might mean the difference between smooth sailing and a sinking ship.

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