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How a Hospital Cut No-Show Rates by 45 Percent with Behavioral Operations
In this episode of The Operations Podcast, Lucas and Luna explore how one hospital system reduced patient no-shows from 30 percent to under 16 percent using insights from behavioral economics. They break down the specific intervention: switching from a traditional reminder call to a 'commitment text' that asks patients to confirm or reschedule 48 hours in advance, and then following up with a penalty frame if they don't show. Lucas explains the operational logic: why nudges work better than penalties, how the hospital saved $4 million annually, and why this approach beats the…
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