Cost · ROI · Staffing
Patient Call Abandonment
Patients who never reconnect, plus care and referral leakage.
Abandoned calls erase revenue and erode trust.
Define the cost problem
- •Patients hang up on holds/voicemail
- •They may not call back
- •Care plans and referrals stall
Hidden costs
- •Lost LTV of each lost patient
- •Reduced referral flow
- •Reputation hits in reviews
Rough ranges
- •Abandonment can exceed 10–20% at peaks
- •Each lost patient = lost LTV
- •Recovery requires outreach time
Compare options
- •Increase staffing at peaks
- •Use callbacks/voicemail triage
- •Outsource to services
- •Use AI to answer and keep patients engaged immediately
AI reception advantage
- •Zero wait pickup
- •Reassures and routes correctly
- •Protects revenue and referral flow
What to do next
- •Quantify abandonment × LTV
- •Shift peak coverage to AI
- •Humans focus on clinical and high-touch calls