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healthcare14 weeksMulti-site healthcare provider group

Reducing no-shows 34% across a six-location provider group

-34%No-show rate reduction
11 hrs/weekFront-desk time recovered per location
61%Appointments now booked self-service
+8 ptsProvider utilisation improvement
The challenge

What was not working

Six clinics scheduled entirely by phone, with front-desk staff spending an estimated 11 hours per week per location on booking calls and paper intake re-keying. No-show rates averaged 19%, and there was no consolidated view of provider utilisation across sites.

The solution

What we built

Cyntra deployed Cyntra Booking Engine and Clinic Management with capacity-aware self-service scheduling, digital intake that pre-populates the clinical record, automated reminder sequences and a utilisation dashboard across all locations.

How we ran it

1

Privacy first

Architecture and BAA review completed before any development, with minimum-necessary access modelling per role.

2

Scheduling engine

Configured provider skills, room constraints, appointment types and buffer rules per location.

3

Digital intake

Replaced paper forms with structured digital intake mapped directly into the clinical record.

4

Reminders

Multi-stage reminder sequences with one-tap rescheduling rather than cancellation.

5

Rollout

Launched at two clinics, measured for six weeks, then extended to the remaining four.

“The reminder and self-rescheduling flow alone paid for the project. Patients prefer it and our front desk finally has time for the people actually standing in front of them.”
— Practice Manager, multi-site provider group
Services delivered

The engagements behind this project

More evidence

Related case studies

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