Case Study: Ridgeview Medical Center achieves 12.6% drop in no-show rate with PerfectServe

Ridgeview Rehab Specialties department reduces no-show rate by 12.6% with automated text messages to patients

Ridgeview Medical Center, an independent nonprofit serving about 30,000 patients across greater Minneapolis, faced a persistent no-show problem in its Rehab Specialties department — logging 6,264 missed rehab appointments in 2016. After evaluating options, Ridgeview selected PerfectServe and its patient and family communication platform to deploy automated text messaging to keep patients engaged without adding staff workload.

Using PerfectServe’s platform for automated appointment reminders, on‑demand alerts, rebooking messages and satisfaction surveys, Ridgeview cut its no-show rate by 12.6% (792 fewer missed visits), recovered an estimated $138,600 in revenue from 2016–2018 (about $175 per visit) and now sends more than 235,000 messages annually to over 100,000 patients; staff report the solution is simple to use and lets them focus on patients who don’t respond.

Ridgeview Medical Center

Ben Nielsen

Vice President, Ambulatory Services