Pulse Health Clinics · Healthcare
Reducing No-Shows Across 6 Clinics
A self-service scheduling app that cut no-show rates by 22% and front-desk call volume by 45% across six clinic locations.
The Problem
Pulse Health's front desks managed all scheduling by phone, with a no-show rate above 20% and no automated reminder system in place.
Analysis
Call logs showed front-desk staff spent roughly 3 hours per day per clinic just on scheduling calls — time that could go toward patient care. Interviews with patients revealed forgetting appointments was the top no-show cause, not scheduling friction.
Planning
We scoped a self-service mobile app plus automated reminders as the highest-leverage first phase, with full patient-record access planned for a later phase given the additional compliance review required.
Design
Designed around the three most common patient tasks — book, reschedule, and view upcoming appointments — kept deliberately simple for a broad, non-technical patient base.
Development
Built cross-platform with React Native and Expo, integrated with each clinic's existing calendar system, with automated SMS and email reminders via Twilio.
Testing
Piloted at one clinic for three weeks, tracking no-show rate before and after against a control clinic still using phone-only scheduling.
Launch
Rolled out clinic by clinic over six weeks, with in-app onboarding and printed QR-code signage in each waiting room to drive adoption.
Results
-22%
No-show rate
-45%
Front-desk call volume
6
Clinics covered
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