Tag call intent
- •Label calls as new patient, follow-up, procedure, or urgent.
- •Capture time-of-day and day-of-week for each booking.
- •Track whether confirmation was sent at call end.
Operations KPI•Patient access
No-Show Risk
Quantifies how likely patients are to miss appointments based on call intent, timing, and confirmation gaps.
This KPI helps schedulers and finance leaders estimate no-show rates by call type and timing so they can target confirmations and overbooking where it matters most.
Expressed as % no-show probability by call intent and time-of-day.
Average no-show rate
18–24%
Varies by specialty, appointment type, and lead time.
High-risk calls
After-hours + new patients
Calls placed after 5p or from new callers show higher no-shows.
Cost breakdown
“Show your work” table
| Line item | Annual spend | Per-unit | Notes |
|---|---|---|---|
| New-patient calls | 28% | No-show rate | First-time appointments have higher no-shows. |
| After-hours bookings | 31% | No-show rate | Evenings and weekends without immediate confirmation. |
| Same-day bookings | 12% | No-show rate | Lowest risk when booked within 24 hours. |
Link to attendance
- •Match call records to appointment attendance logs.
- •Calculate no-show rate by intent and timing segments.
- •Identify patterns to target with confirmations or reminders.
Assumptions
What this KPI assumes
Attendance tracking
Requires integration with EMR appointment status.
Confirmation method
Assumes SMS confirmation sent for most bookings.
Specialty mix
Blended across primary care, specialties, and procedures.
Supporting proofs
Share with finance + ops partners
Want to lower your no-show rate?
We’ll analyze your call patterns and attendance data to build a targeted confirmation strategy.