Case Study: Infinity Primary Care achieves 50% fewer no-shows and greater staff efficiency with Stericycle Communication Solutions

Infinity Primary Care - Customer Case Study

Infinity Primary Care, a nine-location practice in Southeast Michigan using NextGen EHR & PM, struggled with manual appointment reminders that consumed more than 130 staff hours per month at three sites and an unreliable previous reminder system. Those issues contributed to a roughly 10% no-show rate that cost the practice about $450,000 a year. To address this, Infinity selected Stericycle’s solution, implementing the Stericycle Communication Solutions automated patient engagement tool.

Stericycle’s automated patient engagement tool was integrated with Infinity’s NextGen system to send voice and text reminders, prep instructions and mass notifications with real-time synchronization of patient responses into the EHR. The result was higher patient satisfaction, more confirmations, reduced staff time on reminder calls, and a measurable drop in no-shows—about a 4–5 percentage-point reduction (roughly halving the prior 10% rate)—leading to improved scheduling efficiency and cost savings for Infinity.

Infinity Primary Care

Dorene Blain

Vital Internal Medicine Office Manager