A 128-provider primary care group in Arizona used Access360 to reduce its Effective No-Show Rate (ENSR) from 40.44% in March 2025 to 27.51% in July 2026. ENSR combines no-shows, same-day cancellations, and same-day reschedules. Across all locations, scheduled appointments increased from 17,836 to 32,429.
relative reduction in Effective No-Show Rate
patient response rate in July 2026
appointments confirmed in July 2026
appointments scheduled in July 2026
The challenge
The group's reported 8.72% no-show rate captured only one source of lost appointment capacity. Same-day cancellations and same-day reschedules created additional schedule loss that limited access for patients and reduced the productive use of provider time.
Combining all three measures produced a 40.44% Effective No-Show Rate. This broader measure showed that the operating challenge was substantially larger than the no-show rate alone.
The solution
Access360 gave the organization one view across no-shows, same-day cancellations, same-day reschedules, patient responses, and confirmed appointments. That allowed the team to monitor total schedule loss through ENSR while tracking whether confirmation outreach reached patients and produced a clear appointment decision.
The July 2026 dashboard records 149,923 total messages sent and 30,028 total confirmation attempts. The patient response rate was 80%, and the appointment confirmation rate was 71%, rounded to whole percentages.
The results
The comparison below uses the organization's all-location appointment data for March 2025 and July 2026.
| Metric | March 2025 | July 2026 | Change |
|---|---|---|---|
| No-show rate | 8.72% | 6.78% | 1.94 pts lower |
| Same-day cancellations | 22.48% | 12.88% | 9.60 pts lower |
| Same-day reschedules | 9.24% | 7.84% | 1.40 pts lower |
| Effective No-Show Rate | 40.44% | 27.51% | 32% lower |
Increase in scheduled appointment volume
Across all locations, scheduled appointments rose from 17,836 in March 2025 to 32,429 in July 2026. Because the scheduled total grew, raw ENSR events increased from 7,212 to 8,920 even as the ENSR rate fell by 32%.
- 80% patient response rate in July 2026
- 71% appointment confirmation rate in July 2026
- 149,923 messages sent during July 2026
- 2,459 new mobile numbers identified and reached through SMS
Why it works
ENSR measures the full effect of late schedule loss instead of isolating no-shows. Patient response shows whether outreach reached the patient, while confirmation rate shows whether that engagement produced a usable appointment decision. Together, those measures connect communication activity to patient-access performance.
Conclusion
Across this 128-provider Arizona primary care group, Access360 was associated with a 32% relative reduction in Effective No-Show Rate while scheduled appointment volume increased by more than 80%. July 2026 response and confirmation results show strong patient engagement at the higher volume. These results describe this deployment and measurement period and are not a guaranteed outcome for another organization.
