Healthcare System Reduced No-Show Rate By 35% With GLSS
Canada
Healthcare
Operations
35%
- The problem: 20% of patients were no-shows to the healthcare system’s Virtual Urgent Care Program. These unused appointments affected the ability to provide patient care and left staff with empty schedules.
- The system turned to GLSS Green Belt Training & Certification. Their expertise in Lean Six Sigma provided the structured approach needed to reduce patient no-shows from 20% to 13%—a 35% improvement.
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In healthcare, every appointment matters. Nurse Practitioners (NPs) play a crucial role in providing timely care, but when patients miss their scheduled visits, operations are disrupted and access for others becomes limited.
This healthcare system faced a growing problem with its Virtual Urgent Care Program following its relaunch—nearly 20% of appointment slots were going unused due to patient no-shows. This issue affected the ability to provide care and resulted in inefficiencies for NPs, who were left with empty schedules.
Process improvement was essential to solving this challenge, and a structured approach was needed to identify and address the root causes efficiently. The organization chose GLSS Green Belt Training & Certification to guide the effort.
After carefully analyzing the issue using GLSS methodologies, a key reason behind the high no-show rate was identified: patients were not being prompted to confirm or cancel their appointments. Without a reminder or a simple way to update their status, many patients either forgot about their scheduled visits or failed to cancel in time, leaving valuable slots unused
With the support of GLSS Training & Certification, the organization applied the DMAIC (Define, Measure, Analyze, Improve, Control) methodology to find an effective and sustainable solution. A straightforward yet powerful strategy was implemented: an automated appointment notification system.
This system sent a reminder to patients two hours before their scheduled visit, asking them to confirm or cancel their appointment. By making it easy for patients to take action, the number of missed appointments was reduced, and available slots were filled more efficiently.
The impact of this simple change was immediate and impressive. Within three months, the no-show rate dropped from 20% to 13%—a 35% improvement. This significantly improved how Nurse Practitioners utilized their time and more appointments were filled with patients who genuinely needed care.
Additionally, patient satisfaction improved because appointment availability increased. Patients looking for care found it easier to schedule and attend their visits, leading to a smoother experience for everyone involved.
with GLSS
The success in reducing no-show rates was made possible through GLSS Training & Certification. Their innovative instructional design and content equipped the organization with the tools and knowledge to quickly identify problems and implement effective solutions.
This project resolved an immediate challenge and set the stage for future success. With the skills gained through GLSS, the organization is now better prepared to tackle upcoming challenges, continuously improve processes, and enhance patient care. By helping to drive results faster, GLSS Training & Certification has positioned the organization for long-term efficiency and success in delivering high-quality healthcare services.
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.
