30% Of Self-Scheduled Patients Seen Within 3 Days Through Dash®

Complete Health - 34 locations - 185 providers
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How Complete Health Reduced No-Shows to 4.7% and Achieved 80% Provider Utilization with Centralized Scheduling

Complete Health reduced no-show rates to 4.7% and achieved 80% provider utilization by implementing centralized scheduling and patient self-scheduling powered by intelligent automation. Complete Health, a rapidly expanding primary care organization operating across multiple states, needed to modernize its patient access strategy to support growth while maintaining a high standard of care.By centralizing scheduling operations and implementing intelligent self-scheduling, the organization improved access, reduced administrative burden, and enhanced care delivery efficiency.

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Primary Care

Providers: 185

 

Locations: 34

EHR: athenahealth

Key Results

  • 4.7% no show rate
  • 80% provider utilization
  • 30% of self-schedule appointments seen in 3 days or less
  • Reduced call times to under 3 minutes
  • Scaled operations across 28+ locations

Why It Worked

  • Automation reduced complexity from hundreds of provider rules
  • Centralization improved operational efficiency at scale
  • Self-service increased access and reduced friction
  • Consistent scheduling logic improved care delivery alignment

The Challenge

As Complete Health scaled from 5 to 28+ locations, patient access became increasingly complex:

  • High call volumes creating scheduling bottlenecks
  • Over 150 provider preferences difficult to manage manually
  • Front office staff overwhelmed with scheduling tasks
  • Limited ability to deliver timely access to care

Result: Inefficiencies, delays in care, and strain on staff resources

How Complete Health Achieved These Results

1. Centralized Scheduling Operations

Complete Health moved scheduling out of individual offices into a centralized model:

  • Reduced burden on front desk staff
  • Standardized workflows across locations
  • Improved consistency in scheduling decisions

2. Intelligent Scheduling Automation

Using rules-based scheduling:

  • Automated complex provider preferences
  • Ensured patients were matched with the right provider
  • Eliminated manual tools like binders and workarounds

3. Patient Self-Scheduling

By enabling online scheduling:

  • Patients could book appointments without calling
  • Access expanded beyond traditional hours
  • Demand was captured more efficiently

 

Summary for Healthcare Executives

Healthcare organizations can reduce no-show rates below 5% and achieve high provider utilization by centralizing scheduling operations and implementing intelligent self-scheduling. These strategies streamline workflows, improve access to care, and reduce administrative burden without increasing staff.

“We eliminated the need for schedulers to memorize 115 provider preferences by using Dash to automate those rules. This streamlined scheduling while maintaining the flexibility providers needed.”

– Erin Sandoval
Sr. Director of Support Services

Complete Health

The Relatient Difference

With the Dash scheduling solution in place, Complete Health experienced significant improvements in both operational efficiency and patient access. By centralizing, the organization reduced average call times to under three minutes, allowing staff to focus more on patient interactions. Additionally, 30% of self-scheduled appointments were seen within 1-3 days, significantly improving access to care for patients.

“Our motto is ‘patients first, always,’” Erin emphasized, “Intelligent scheduling ensures that if a patient can’t see their primary provider, they’re seamlessly connected with another care team member” This flexibility and efficiency helped Complete Health strengthen its value-based care model, ensuring that patients always received the right care at the right time.

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