Good Shepherd Rehabilitation Network delivers best-in-class digital patient experience; reduces no-shows by 32%
Good Shepherd Rehabilitation Network (Good Shepherd) is a not-for-profit rehabilitation leader headquartered in Allentown, Pennsylvania, with more than 60 locations across Pennsylvania and New Jersey. Good Shepherd also partners with Penn Medicine to provide rehabilitation and specialty services in the greater Philadelphia area and New Jersey through a joint venture.
Initially founded for children with disabilities and senior citizens in 1908, Good Shepherd is known for its pioneering and innovative spirit as one of the earliest rehabilitation providers in the Mid-Atlantic region. Today, the organization continues to look for ways to improve its services through innovation, technology, creativity, and the use of best practices. Good Shepherd collaborated with Notable to deliver on this mission, by creating a digital patient experience powered by intelligent automation.
“Appointment reminders are just one piece of the multifaceted patient intake experience. We are investing heavily in intelligent automation because we have seen firsthand its potential to maximize patient engagement and extend the capacity of our workforce, without disrupting legacy technology infrastructure. Notable had an immediate impact on this front; the 92% patient satisfaction rating speaks for itself.”
reduction in no-shows
increased revenue capture within 3 months
patient satisfaction rating
The challenge
The Good Shepherd team identified persistent no-shows and late cancellations as a consistent problem. Prior to Notable, Good Shepherd relied on manual methods to attempt to reduce no-shows and cancellations. For example, patients would leave the clinic with a paper appointment reminder card for their follow up and staff would spend hours making phone calls to remind patients of these scheduled visits. Without a quick and easy way for patients to cancel or reschedule their appointment other than calling, many patients simply would not show up.
As a rehabilitation provider, patients schedule multiple hours of therapy at once, oftentimes occurring over a series of appointments on different days. Because of this, no-shows are especially detrimental in a rehabilitation setting, affecting multiple therapists, clinics or a substantial block of time for a single therapist.
The solution
Prior to Notable, Good Shepherd reported a 5.4% no-show rate across clinics in five regions. Since implementing Notable to automate appointment reminder outreach, the organization reports no-shows have dropped to just 3.5%, recapturing more than 778 visits within three months. This no-show reduction translates to an estimated $93,360 in additional revenue over three months from recaptured visits.
