Case Study — Nationally Recognized Health System
Large Southeast Health System Lowers Patient No-Show Rate by 27%
One of the largest pediatric health systems in the United States was using appointment reminders but still facing
an 18%-20% no-show rate.
Southeast Pediatric Health System
3 locations · 150+ providers · Epic
Specialty
Pediatrics
Locations
3
Providers
150+
EHR
Epic
Key Wins
13%
No-Show Rate Achieved in 6 Weeks
27%
Lowered No-Show Rate
1 in 4
Expected No-Shows Eliminated
The Platform
What Is Relatient and the Dash® Platform?
Relatient is a patient engagement platform that helps healthcare organizations automate scheduling, streamline communication and reduce inbound call volume.
The Dash® platform combines intelligent scheduling, automated messaging and AI-powered voice technology to improve patient access and operational efficiency across every channel patients use to reach you.
Intelligent Scheduling
Rules-based engine across every channel.
Automated Messaging
Confirmations, reminders and recalls.
AI Voice Technology
Agentic Voice AI for inbound calls.
The Stakes
Why Patient Access Failures Hurt Growth
When patients can’t get an appointment quickly, the cost compounds — across revenue, retention and team capacity. The math behind broken access is unforgiving.
15–30%
of appointments go unfilled
Churn
Patients leave if access is delayed
Bottleneck
Call centers become a chokepoint
Burnout
Staff turnover and fatigue rise
01 — Context
The Goal
One of the largest pediatric health systems in the United States was using appointment reminders but still facing an 18%-20% no-show rate. Their existing appointment reminder system was pushing messages to patients but lacked the ability for patients to confirm, cancel, or reschedule. Clinic staff, providers, and management were all frustrated—they had no ability to predict the daily patient flow and it was costing them efficiency and revenue.
“
Without the ability to respond to reminders, patients had to dial-in to our call center to cancel or reschedule an appointment—if they got frustrated by the phone tree or put on hold, they often gave up and became a no-show.
– Outpatient Access Manager
The Challenge
- 18% to 20% no-show rate, despite using appointment reminders
- Patients could not confirm, cancel, or reschedule appointments through the reminder workflow
- To make changes, they had to call the contact center
- Limited visibility into patient attendance made it difficult to anticipate daily volume and optimize clinic operations
02 — Approach
The Solution
A task force assembled to seek out and evaluate the best the industry has to offer. They knew they would require a robust integration to EPIC, strong technical support, and an organization that understood the value of creating long-term, valuable relationships with customers. After comparing their top contenders and speaking with some other health systems, they chose Relatient.
The children’s hospital medical group went live with Appointment Reminders and Demand Messaging in mid-November 2018 and saw immediate results.
01
Appointment
Reminders
Appointment reminders enabled patients to confirm, cancel, or reschedule appointments directly from reminder messages.
- Reduced reliance on inbound call center interactions for appointment management
- Improved staff visibility into patient appointment status before the day of service
- Enabled teams to identify cancelled appointments sooner and proactively backfill schedules
02
On Demand
Messaging
Dash® on-demand messaging helped the organization engage patients and fill open appointment slots created by cancellations.
- Increased ability to recover schedule capacity from cancelled appointments
- Improved patient access to available appointments on a given day
- Supported more efficient provider schedule utilization each week
03
Bidirectional data integration with EPIC
Automatically transferred patient responses into the EHR, eliminating manual updates and disconnected workflows.
- Streamlined appointment management workflows across clinics and the contact center
- Reduced administrative effort associated with updating appointment records
- Improved operational visibility for providers, clinic staff, and management
03 — Outcome
The Relatient Difference
This nationally recognized health system has reclaimed efficiency in their clinics and call center, thanks to an integration with EPIC that sends patient responses directly to their EHR. They tell us this has drastically reduced the volume of patients calling into their call center and saves them hours every day.
They’re also able to see more patients daily because they know which patients need rescheduling and which appointments to backfill – optimizing their schedule for better patient care and revenue.
Executive Summary
A large pediatric health system struggling with high no-show rates and limited visibility into patient attendance partnered with Relatient to modernize appointment communications through Dash Engage and Epic integration. By enabling patients to confirm, cancel, or reschedule appointments directly from reminders, the organization reduced scheduling friction, improved operational visibility, lowered call center burden, and created a more efficient process for managing patient access and provider schedules.
50K+
Providers
24/7
Access
1
Platform
