Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A community health network with 28,000 annual appointments ran a 19% no-show rate. Reminder calls were made when staff had time, cancellations left slots empty because nobody could rebook them fast enough, and the waitlist was managed on a spreadsheet.
What Omnifys deployed
- Smart reminder sequences timed to patient behaviour
- Two-way SMS so patients can confirm, cancel or rebook by reply
- Automatic waitlist backfill when a slot opens
- Provider and room matching rules respected on every rebook
Agents used: Appointment Scheduling Agent, Patient Follow-up & Reminder Agent, Symptom Triage Chatbot.
Results
- 19% to 12% — no-show rate
- 81% — of cancelled slots refilled within 24 hours
- 1,960 — additional appointments delivered annually
- 24/7 — booking availability without added staffing
Why it worked
Filling cancellations mattered more than preventing no-shows. The waitlist backfill alone recovered most of the lost capacity.
Explore this for your business
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