Case Study: Baton Rouge General achieves higher patient response with West Corporation text messaging

Text Messaging Drives Patient Response for Baton Rouge General

Baton Rouge General, a healthcare provider, wanted to improve how it communicated with patients and increase response to appointment reminders. To support this goal, West Corporation provided its text messaging solution as a complement to automated voice calls, helping the hospital manage confirmations, cancellations, and scheduling more efficiently.

With West Corporation’s text notifications, Baton Rouge General saw stronger patient engagement and better operational visibility. Text reminders drove a 50% confirmation rate versus 30% for voice calls, a 10% cancellation rate versus 4% for voice, and overall responses from 60% of notifications—76% higher than voice. As adoption grew, 57% of appointment reminders were delivered by text, improving scheduling efficiency and service for walk-in and same-day patients.

Baton Rouge General

Jeremy Rogers

Division Director