Ortho Euregio
50% fewer no-shows thanks to WhatsApp reminders
Ortho Euregio reduces no-shows and relieves the front desk with smart WhatsApp communication
Results
The patient journey in one picture
From appointment in the calendar to a patient who actually shows up.
The reminder that halves no-shows
Patients automatically receive a reminder 90 minutes before the appointment, with directions that match the location of that appointment.
Hi! We are expecting you at 15:00 for your braces check-up at Ortho Euregio, Enschede location. See you soon!
Could the appointment be at 15:30 instead?
Let me check the schedule... That works! Your appointment has been moved to 15:30.
Great, see you later!
See you later! You can park for free behind the building.
The challenge
Ortho Euregio, with locations in Enschede and Hengelo, was dealing with a high number of no-shows.
- Especially younger patients do not read their emails.
- The no-shows led to inefficiencies and a loss of time and resources for the practice.
- The front desk was overloaded with phone calls from patients who had questions about their appointments.
“CommuniQate helps our practice enormously by halving the no-shows and improving communication with our patients.”
The solution
CommuniQate offers an effective solution by implementing a WhatsApp reminder system.
- A reminder message via WhatsApp, 90 minutes before the appointment.
- Directions that adapt to the location: Enschede or Hengelo.
- An AI assistant that handles common questions automatically.
- Extra information gathered up front, before an Ortho Euregio staff member takes over the conversation.
How it works in practice
- 1The system automatically sends a reminder, 90 minutes before the appointment.
- 2The directions are adjusted based on the location of the appointment.
- 3The AI assistant answers frequently asked questions in that same conversation.
- 4Relevant information is gathered before the conversation is possibly handed over to a staff member.
Conclusion
Thanks to CommuniQate, Ortho Euregio sees significant improvements in its appointment management and customer service. With a drastic reduction in no-shows and more efficient communication via WhatsApp, the practice is now better equipped to provide high-quality care.
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