Rehab-center utilization increase yielding $3.5M annual savings
- Location
- Pennsylvania, USA
- Year
- 2016
- Engagement
- Profitability Improvement: Operations Productivity
Set of rehabilitation centers in Northeast USA with low staff utilization. Patient satisfaction was low due to appointment backlogs. Initial diagnostics revealed that patient cancellations were key cause of schedule gaps and underutilization.
Our team developed upcoming appointment reminders, with options to notify of a cancellation until 3 days prior to appointment. We tracked patient cancellation trends and created progressive cancel/no-show fee system. We established patient segments to identify those who could be called last-minute to fill appointment slots.
Baseline no-show rate vs. monthly improvement over the engagement period
USD $3.5m annualized savings from reduction in missed appointments
Increase of staff utilization by ~30 percentage points
Increase in patient experience from 3.8 to 4.2 stars (on client feedback survey)