Case Study: NYC Health + Hospitals achieves 29% reduction in no-shows with Lumeon's automated appointment reminders

Next generation appointment reminders for NYC Health + Hospitals

NYC Health + Hospitals, the largest public health care system in the U.S., faced 20–40% no-show rates, late cancellations, limited multilingual outreach, and costly manual reminder processes that left revenue and capacity underutilized. To address this, the health system partnered with Lumeon and used its automation platform to modernize appointment reminders and virtual care workflows.

Lumeon implemented an integrated appointment reminder solution—SMS in multiple languages, Epic EHR integration, customizable reminder cadences, and options for patients to confirm, cancel, or request rescheduling, with telehealth links included for virtual visits. The Lumeon system cut no-shows by 29% (6.1 percentage points), covered 96% of patient languages, and delivered a projected $18.2M revenue saving in year one while enabling rapid deployment during COVID-19.

NYC Health + Hospitals

David Silvestri

Assistant Vice President, Emergency Management