Case Study: TrueCare reduces no-shows by 23.5% and enhances patient experience with Artera

TrueCare Reduces No-Show Rate by 23.5% and Enhances the Patient Experience With Artera

TrueCare, an OCHIN-affiliated community health center serving diverse and underserved populations across San Diego and Riverside Counties, was grappling with a 17% no-show rate and overwhelming call-center volume that strained staff and limited access to care. To better meet patients on their phones and in preferred languages, TrueCare selected Artera and its bidirectional texting/communication platform for its integration capabilities and patient-centered approach.

Artera implemented an integrated, scalable texting platform with expanded workflows and dedicated tech lines for appointment reminders, outreach, MyChart/transportation support, and more; since March 2020 Artera has helped TrueCare reach 150,000+ patients and send 8.3 million messages (≈900,000 in the first 30 days). The solution reduced no-shows by 23.5% (from 17% to 13%), substantially cut call volume, improved staff efficiency (agents can handle ~50 messages/hour versus 40–60 calls/day), and contributed to improved patient experience and a 2022 CHIME Collaboration award.

TrueCare

Tracy A. Elmer

Chief Information Officer