Case Study: Nationally-recognized healthcare provider achieves 25% fewer missed appointments, 88% patient engagement and improved quality metrics with Nuance Communications

Best practices that lead to better patient engagement

Nationally-recognized healthcare provider, a Baldrige Award-winning system with more than one million clinic visits annually and nearly two million contact-center calls, faced rising consumer expectations and reimbursement tied to quality metrics. Their priorities were to reduce missed appointments, boost quality-metric compliance and improve overall patient engagement, so they partnered with Nuance Communications and its outbound/intelligent engagement solution to find a cost-effective, scalable approach.

Nuance Communications implemented an orchestrated omni-channel outreach program (voice, text, email and push) with personalization, patient-preference opt‑ins, high-quality voice talent and warm-transfer options integrated in real time. The result: a 126% initial increase in engagement (now 88%), a 25% reduction in missed appointments (sustained 3% no‑show rate), $2.3M in revenue from freed-up appointments, $1.9M saved in agent productivity, 30,000 text opt‑ins, and greater than 85% compliance across most quality measures—achieved within about seven months.