Cutting no-shows by 42% across seven clinics
Northgate Medical Group
Seven sites, one legacy PAS and a 15% no-show rate. We rebuilt scheduling around the patient rather than the diary.
- −42%appointment no-shows
- 9 hrssaved per clinician monthly
- 7sites on one record
The challenge
Northgate ran seven clinics on a patient administration system installed in 2009, supplemented by three spreadsheets and a shared inbox. Consultant diaries were maintained per-site, so a patient could not easily be offered a slot at another location.
No-shows were running above 15%. Nobody was sending reminders because nobody owned the task.
What we built
We built a single patient record across all seven sites, with consultant availability visible group-wide, and automated SMS reminders with one-tap confirm and reschedule links.
Cancelled slots are offered automatically to the waiting list for that specialty. Regulatory datasets are generated from live data instead of being reassembled quarterly by an administrator.
The outcome
No-shows fell 42% within four months. The waiting-list fill rate means clinics now run closer to capacity without overbooking.
The administrator who used to spend a fortnight each quarter assembling regulatory returns now runs a report.
Every vendor we spoke to wanted to show us their reporting suite. BooleanWorkshop asked to sit in a clinic for a day first. That is why the clinicians actually use it.