Case Study: The South Bend Clinic reduces no-shows by 50% and streamlines workflows with Relatient

The South Bend Clinic Reduces No-Shows, Streamlines Workflows with Patient-Centered Engagement Strategy

The South Bend Clinic, a multi-specialty, 150-provider group, faced unreliable patient outreach and frequent downtimes from its previous vendor that undermined appointment reminders and increased staff burden. New CEO Kelly Macken-Marble and COO Shannon Hubler chose Relatient’s patient engagement platform—with bi-directional NextGen integration and appointment reminders—to restore consistency and give staff actionable patient data.

Relatient provided hands-on implementation, training, reliable appointment reminders and writebacks into NextGen so staff could quickly act on patient responses. The result: no-shows dropped from about 9–10% to 4.9% (roughly a 50% reduction), manual outreach workload fell, and The South Bend Clinic is expanding with Relatient Patient Satisfaction Surveys, Reputation Management and Health Campaigns.

The South Bend Clinic

Kelly Macken-Marble

Chief Executive Officer