SMS Case Study: Healthcare Client - Radiology
Missed appointments were costing a major radiology provider millions in revenue each year. See how personalised 2-way SMS reminders from GoFax helped boost patient attendance, simplify rescheduling and cut lost revenue by up to 32%.
The Problem
A major healthcare client specialising in radiology services needed an SMS reminder and confirmation service for appointments to improve patient attendance and engagement.
Their practice management software at the time was unable to deliver personalised messages to patients via API or other integration options with GoFax.
With thousands of appointments not being attended because appointment changes weren't being communicated, the client was losing millions in revenue per year (based on an average revenue of around $100 per visit).
The Solution
The solution was to introduce SFTP (Secure File Transfer Protocol) to transfer CSV output files.
This allowed the client to easily output a pre-filled file with personalised patient content. Once collected by GoFax, the customised SMS service processed the personalisation and automated the output to the API to deliver the messages to patients.
As a separate module, the client also wanted to collect patient replies, which would then update their software based on the reply content:
(Y) Yes, I will attend
(N) No, I need to reschedule
(R) Request a call back
Personalised SMS reminders and confirmations have helped improve communication and engagement with patients, helping to reduce missed appointments and lost revenue each month.
SMS Services Used
Key Results
Reduced lost revenue by up to 32% within the first 90 days*
Increased attendance across all sites
Improved rescheduling processes, reducing staff time and labour spent following up with patients
Improved administration processes, reducing phone costs and the time administration staff spent following up with patients
Improved customer engagement, as the client gained a clearer understanding of patient attendance
Patients felt their experience was more personalised, helping build the client's reputation
*Indicative, based on client feedback.
