We helped a healthcare client cut no-shows by 35% with patient communication automation
A multi-location clinic network standardized reminders and follow-up care across WhatsApp, SMS, and email—while keeping staff in control.
The client
We worked with an outpatient clinic group operating in three cities. Front-desk teams spent hours calling patients to confirm visits, and no-show rates hurt utilization.
They needed compliant, multilingual reminders and a way to send prep and aftercare instructions without overloading staff.
The challenge
- No-shows: Missed appointments left slots empty and frustrated specialists.
- Phone-heavy ops: Confirmation calls didn't scale as they opened new locations.
- Inconsistent instructions: Prep sheets were emailed manually and often forgotten.
- Feedback gaps: Post-visit surveys were rare and hard to analyze.
The solution
We deployed ClickToAutomate for booking confirmations, day-before reminders, and post-visit care packs triggered from their scheduling system.
Patients choose WhatsApp or SMS; staff override any message from a shared inbox. Satisfaction surveys run automatically 24 hours after discharge.
Key results
Reduction in no-show rate
Fewer confirmation calls by front desk
Average post-visit satisfaction score (out of 5)
Implementation
Templates were reviewed by clinical leads, then connected to appointment webhooks. Pilots ran at one site before a network-wide rollout.
The client plans to add recall campaigns for annual checkups using the same automation foundation.
“Our desks aren't glued to phones anymore. Patients get clear reminders and instructions, and we fill more slots without adding coordinators.”
Dr. Rahul Menon
Medical Director
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