A Mid-Atlantic health system with four hospitals and more than 500 employed providers used Access360 to replace its Epic Hello World confirmation workflows. The deployment reduced appointment loss and recovered capacity already present in the schedule.
reduction in no-show rate
reduction in same-day cancellations
additional completed visits per month
rounded incremental monthly revenue
The challenge
The health system had a functional appointment confirmation process, but no-shows, same-day cancellations, and same-day reschedules continued to leave provider time unused. These three forms of appointment loss make up the Effective No-Show Rate, or ENSR. The combined measure showed a larger access problem than the reported no-show rate alone.
- No-shows
- Same-day cancellations
- Same-day reschedules
First 30 days
In the first month, the deployment produced measurable improvements in the two appointment-loss measures reported in the source case study.
| Metric | Before | After | Change |
|---|---|---|---|
| No-show rate | 7.36% | 3.23% | 56% lower |
| Same-day cancellations | 14.13% | 8.91% | 37% lower |
The solution
Access360 was integrated with the health system's Epic environment in fewer than 60 days. It replaced the existing confirmation workflow without adding a new operating burden. The platform calculates ENSR by provider, assesses the risk profile of each appointment, and adjusts confirmation timing, frequency, and message content.
The source case study reports that Access360 analyzes signals such as appointment type, patient age, distance to clinic, insurance type, lead time, prior cancellation history, and days since the patient's last visit.
Six-month enterprise results
After the initial deployment, Access360 expanded across the enterprise. The source case study reports sustained six-month results without adding staff, providers, or facilities.
- +14,465 additional completed visits per month
- $2.86 million in incremental monthly revenue
- 2,760% return on investment
- 20% reduction in Effective No-Show Rate
Impact
The results show how appointment confirmation can operate as a patient-access workflow rather than a simple communication task. Access360 helped the health system turn schedule gaps into completed visits and measurable monthly revenue by using existing capacity more effectively.
Conclusion
This deployment documents meaningful access gains within an existing Epic environment. The reported reductions in no-shows and same-day cancellations continued as the program expanded, while completed visits and incremental revenue increased. These results describe this health system's deployment and are not a guaranteed outcome for another organization.
