Harbor Health · no-shows −27%
Booking in three taps
Patients booked by phone and one in five never showed up. A three-tap booking flow with reminders cut no-shows by 27%.
The problem
Clinics booked every appointment by phone. Lines were busy at the times people could call, and one booking in five ended as an empty chair.
What we did
We built booking around the question patients actually asked, which was “when can I come?”, not “which doctor?”. Three taps to a time, a reminder the day before and a one-tap way to cancel.
The result
No-shows fell by 27% across forty clinics, and phone calls dropped by a third, which gave reception time back.
What I’d do differently
Bring the receptionists in earlier. They knew the problem better than the data did.