We partnered to reduce patient no-shows at appointments.
The Maxwell X Lab recently partnered with Syracuse Community Connections/Family Planning Service
of Onondaga County Health Department to test whether behaviorally informed appointment
reminders could increase attendance at reproductive health clinics. Each day, patients were randomized
to receiving text reminders (day before, morning of, and day after) or business-as-usual (no reminders).
The reminder messages were personalized, came directly from staff (allowing patients to communicate
directly), and told patients that staff would check in with them the day after to see how things went. Over two months, patients who received text reminders were 28 percent more likely to show up (12.3
percentage points) – an increase from 44 percent to over 56 percent. Patients were also 125% more
likely to reschedule when they could not make their appointment.