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How Kaiser Permanente Cut Missed Appointments 34 Percent With One Text Change
In 2023, Kaiser Permanente's Northern California region was losing roughly 12 percent of its primary care appointments to no-shows. That meant 1.2 million wasted slots per year, each one costing an estimated $200 in lost revenue and idle clinician time. The team tried the usual fixes: reminder calls, postcards, email blasts. Nothing moved the needle beyond 4 percent improvement. Then a behavioral-science unit at Kaiser's Innovation Lab tested one change: instead of saying 'Your appointment is tomorrow at 10 a.m.,' the text message would ask the patient to 'Reply 1 to…
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