Case Study: United Regional reduces no-shows and boosts collections with West Corporation automated notifications

United Regional Confirms, Retains and Collects through Automated Notifications

United Regional partnered with West Corporation to improve patient communications and reduce the burden on staff. The hospital needed a better way to deliver appointment reminders, increase show rates, and make room in the schedule more efficiently, while also improving collections on past-due balances.

West Corporation’s automated notifications helped United Regional confirm appointments, offer patients an easy cancellation option, and send payment reminders. The results were significant: no-shows dropped from 11% to 6% (a 45% improvement), 177 of 273 canceled appointments were refilled for a 65% retention rate, and payment reminders generated $127,420 in collections, or about $127 returned for every $1 spent.

United Regional

Taraq Mazher

Director, Scheduling and Registration