Case Study —The Warren Clinic
The Warren Clinic Cuts No Show Rate in Half with Integrated Engagement Solution
The Warren Clinic faced a high no-show rate among its ever-expanding patient population, difficulty capturing changing patient contact information, and a need for real-time population messaging.
The Warren Clinic
112 locations · 600 providers · Epic
Specialty
Primary & Specialty Care
Locations
112
Providers
600
EHR
Epic
Key Wins
3.4M
Patient Outreach
Messages Sent Annually
50%
Decrease in
No-Show Rate
4.6%
Early Detection Results
in Cancer Screening
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
The Warren Clinic is the Tulsa area’s largest network of primary and specialty care physicians, employing more than 600 providers in 112 locations near Tulsa and across Eastern Oklahoma. As it grew,
The Warren Clinic’s no-show rates also expanded, exceeding 10%. In addition to reducing no-show rates, the organization also needed to find better ways to broadly communicate to patients for scenarios
such as emergencies, weather conditions, outpatient testing, and more.
“
It doesn’t matter if you remind a patient of an appointment 100 times—if the patient cancels and the office doesn’t have the ability to manage appointments and backfill from the DAR, you haven’t solved anything.
– Steve Davis, Vice President of Operations
The Challenge
- No-show rates exceeding 10% among its ever-expanding patient population
- Limited communication channels to broadly communicate emergencies & weather conditions, etc.
- Difficulty capturing changing patient contact information
- A need for real-time population messaging
02 — Approach
The Solution
The Warren Clinic adopted Dash by Relatient
to support better patient communication,
responses, and engagement. When considering
implementing a new patient engagement and communication system, Epic integration
was a core, crucial functionality The Warren Clinic needed.
01
Personalized
Communications
Relatient’s Dash engagement software is fully interoperable with Epic’s DAR, and that makes it possible for practice managers to proactively fill cancellations and keep patients on schedule.
- Executed opportunities to nudge patients
- Fill cancellations & keep patients on schedule
- 61% appointment response rate
02
Real-Time Population Messaging
Managers and medical office staff can see patient reminder responses alongside daily appointments, making it easy to see which patients confirmed their appointments.
- Introduced new channel for patient self-scheduling
- Decreased no-show rate by more than 5%
- 59% SMS response rate
03
Targeted Patient Correspondence
By segmenting patient populations for specific health campaigns, The Warren Clinic teams are able to nudge patients to take specific action throughout their care journey.
- Targeted, directed communications to existing patients
- Early detection through targeted messaging
- 33% call response rate
“
With Relatient, I know who to call. If there’s an issue or we need help with something, I can get moving quickly and a fast-turnaround resolution.
– Steve Davis, Vice President of Operations
03 — Outcome
The Relatient Difference
In addition to appointment related messaging, The Warren Clinic utilizes both broadcast and targeted population messaging to keep
patients informed on important updates, emergency alerts, and office closures. In the event of bad weather or an emergency, staff can alert patients in real time through the modality they prefer.
By segmenting patient populations for specific health campaigns, The Warren Clinic teams are able to nudge patients to take specific action throughout their care journey. One colon cancer screening campaign reminded over 1,500 patients to return their testing kits, and of the 600 returned, 28 were determined to have signs of cancer – or 4.6% of those patients. This early detection through targeted messaging, allowed for pro-active treatment, closing gaps in care, and ultimately saved lives.
Relatient has also helped The Warren Clinic dramatically reduce its no-show rate, cutting it from 10% to just 4.7%.
“
We do about 1.2 million visits a year, so decreasing our no-show rate by more than 5% means today we’re able to see a lot more patients.
– Steve Davis, Vice President of Operations
Executive Summary
As The Warren Clinic expanded to more than 600 providers across 112 locations, reducing no-shows and improving patient communication became critical to delivering timely care and maximizing provider capacity. By implementing Relatient’s integrated patient engagement platform with Epic, the organization automated appointment reminders, improved patient outreach, and streamlined communication across its growing network.
The result was a more connected patient experience, a significant reduction in missed appointments, and a scalable engagement strategy that supports better patient access and operational performance.
50K+
Providers
24/7
Access
1
Platform
