Confirming appointments meant a member of reception at each of the 8 clinics working the phones, calling every patient on the day's list to check they still intended to come in. That routine repeated at every clinic, every day, and consumed 3 hours of staff time daily just to keep the calendar honest. Even with that effort, the confirmation calls were not stopping patients from missing their appointments.

The no-show rate sat at 28%, a chair standing empty for more than a quarter of every booked slot. Booking data and patient communication lived apart, so reception had no way to flag which patients were more likely to skip and intervene early. Every missed appointment was also a missed chance to hear how the visit had gone, since there was no structured way to follow up afterwards.

We integrated the booking system directly with the clinic group's CRM, so patient and appointment data finally lived in one place instead of two disconnected systems. On top of that connection we built an automated patient communication workflow, replacing reception's daily phone calls with WhatsApp and SMS reminders sent through Twilio to every patient across all 8 clinics.

A no-show scoring model sits behind the reminders, so patients more likely to skip an appointment can be flagged and followed up differently rather than treated the same as everyone else. Once a visit is complete, an automated feedback message goes out on its own, so the clinic group hears how the appointment went without anyone needing to place a follow-up call.