A 128-provider primary care group used Access360 to reduce its Effective No-Show Rate from 40.44% in March 2025 to 27.51% by July 2026. During the same period, scheduled appointment volume increased from 17,836 to 32,429.
relative reduction in Effective No-Show Rate
appointments confirmed in July 2026
patient response rate 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 messages and 30,028 confirmation attempts. Patient responses reached 79.66%, and 70.63% of appointments were confirmed.
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 |
- Effective No-Show Rate decreased from 40.44% to 27.51%
- No-show rate decreased from 8.72% to 6.78%
- Same-day cancellations decreased from 22.48% to 12.88%
- Same-day reschedules decreased from 9.24% to 7.84%
- 79.66% patient response rate in July 2026
- 70.63% 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 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.
