How a Carolinas Health System Cut No-Shows From 15.1% to 6.5% With Access360

A multispecialty group employed by a large Carolinas health system used Access360 to cut its no-show rate from 15.1% to 6.5% in the first year, then to 5.9% in the second. With more than 500 providers across 148 locations, the group generated more than 145,000 additional available appointments in year one.

The Challenge: High No-Show Rate and Missed Appointments

A multispecialty group employed by a major health system in the Carolinas faced significant issues with patient no-shows and missed appointments. With over 500 providers across 148 locations and 1.2 million patient visits annually, the healthcare system was struggling to maintain a full schedule.

• No-show rate: 15.1%
• Missed appointments annually: 347,000

These challenges resulted in substantial inefficiencies and lost revenue, as available appointment slots went unfilled. The healthcare system needed a solution to optimize patient scheduling, reduce the no-show rate, and improve overall patient access to care.

The Solution: PEC360’s Access360 Technology

Access360 tailored appointment confirmations to each patient based on a range of factors, with the goal of raising the likelihood that patients would attend. The deployment used these capabilities:

• AI-Powered Confirmation: Tailored appointment confirmations using AI to optimize timing, frequency, and messaging.
• Smart Rescheduling: Increased the number of rescheduled appointments through an intelligent texting platform that targeted patients with high likelihoods of rescheduling.
• Prediction of Attendance: The AI platform predicted the likelihood of patients attending their appointments, adjusting outreach efforts accordingly.
• EHR Integration: Integration with the health system’s Electronic Health Records (EHR) system, supporting a consistent workflow and accurate data capture.

The Results: Significant Improvement in Patient Access and Financial Performance

In the first year, the health system recorded these changes in patient access and financial outcomes:

• Reduced no-show rate: The no-show rate decreased from 15.1% to 6.5% in the first year, and further improved to 5.9% in the second year.
• Increased patient access: The system generated over 145,000 additional available patient appointments in the first year, thanks to reduced no-shows and improved rescheduling.
• Financial impact: The published source reports $10.8 million in first-year financial impact associated with improved appointment attendance and increased patient access. The available source does not classify this amount as incremental revenue, contribution margin, avoided cost, or a combination; PEC360 review is required before assigning a financial category.
• Long-term value: The published source reports an estimated total life value of more than $75 million, factoring in ongoing improvements in scheduling efficiency and patient retention. The available source does not provide the financial classification or calculation details.

Why PEC360’s Access360 Technology Works

PEC360’s platform uses AI to not only predict which patients are most likely to show up, but also optimizes the way appointments are confirmed, based on data-driven insights. By adapting to individual patient behaviors, the platform ensures that confirmations are sent at the right time and through the right channels. This level of precision is key to reducing missed appointments and improving patient access.

The system also helps healthcare providers maintain a more accurate view of their effective no-show rate, which includes not just patients who miss their appointments, but also those who cancel or reschedule on the same day. By addressing these issues, PEC360’s Access360 Technology helps practices better manage their schedules, freeing up appointment slots and improving patient access.

Conclusion

PEC360’s Access360 Technology uses AI to optimize appointment confirmations, predict patient attendance, and improve scheduling workflows. The published Carolinas case study reports more than $75 million in total life value and $10.8 million in first-year financial impact. The available source does not classify either figure as incremental revenue, contribution margin, avoided cost, or a combination, so that classification remains pending PEC360 review.

In this deployment, tailored confirmations and attendance prediction lowered the no-show rate from 15.1% to 6.5% and opened more than 145,000 additional appointments in one year. These results describe this health system’s deployment and are not a guaranteed outcome for another organization.