Reduce no-shows and fill schedule gaps
2 - 3 weeks+
average wait time for new patients
Schedules may appear to be full, but a glance in the rearview mirror shows an unexpected percentage of appointments go unused.
nearly 30%
of all appointments go unused2
Average wait time for new patients’ first appointment, in days by specialty 1
Avoid missed opportunities
1 Use sophisticated appointment confirmation events
Send appointment instructions along with appointment reminders, like fasting prior to a surgery, directions on where to arrive, or information on how to check in.
Give patients the opportunity to communicate with their physician in advance of their appointment, so that specific issues or concerns can be described and reviewed ahead of time.
2 Be smart about schedule organization
When a patient self-schedules, confirm that the correct appointment type has been booked, like a physical instead of a procedure, so that care team time is appropriately accounted for.
Analyze patient no-show patterns and identify cancellation trends to predict when it’s safe to schedule multiple patients for the same time slot.
Use portals to retain patients
of portal adopters return for a visit within 18 months vs. 67% of non-portal adopters 3
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  1. Source: athenahealth. Sample: 4.2 million appointments across 13,000 providers on the athenahealth network, for appointments scheduled in 2016.
    New patients are defined as patients who have not visited the practice in the last 3 years.
  2. Source: athenahealth. Sample: 7.1M appointments scheduled across 34,780 providers on the athenahealth network in December 2017.
  3. Source: athenahealth. Sample: 2.4 million+ new patients visiting primary care physicians on the athenahealth network from 2011 to 2014 .
  4. Source: athenahealth. Sample: Range based on small group, group, large group and national health systems on the athenahealth network with calendars that had at least one appointment web