How to Reduce Patient No-Shows & No-Gos Using Two-Way Text Messaging
- Sean Roy
- Jul 9
- 5 min read
Updated: Jul 21
10 simple, proven SMS Strategies on ways to reduce no-shows and no-gos:
Confirm Appointments Automatically
Make Rescheduling Easy (and Fast)
SMS Reminders & Links
Offer Flexible Scheduling with SMS Booking Links
NPO Instructions at Their Fingertips
Use Telehealth Text Links
Multi-Language SMS -Speak Their Language
Set (and Share) Clear No-Show Policies
Real-Time -Track Your SMS Data
Analyze Your SMS Data
Use Two-Way SMS to Confirm Appointments Automatically
Forget the manual calls. Send automated, two-way texts a days before the visit to confirm if the time still works. Patients can reply “Yes” or request to reschedule—right from their phone. With automated SMS appointment confirmation messages - patients can confirm appointments quickly and easily right from their phone.
Make sure you have a two-way texting platform that allows you to automate response from their answer AND can recognize alternate confirmations (like Y, Yes, OK, etc.) for best results.
If you hyper-link the date and time on your SMS patients can easily add the appointment to their calendar with just a tap on their phone.
Pro Tip: (Hi Susan) Use "dynamic tags" to automate AND personalize your text messages - which will increase your engagement rate and show that you care.
Unsure of best-practice Confirmation SMS - don't worry with almost 15 years of working with healthcare clients we have "best-practce SMS" templates for all your needs. We even helped a hospital double its response rate by just tweaking and re-wording their Appointment Confirmations.
Start your communication off on the right foot with strong SMS appointment confirmations - using two-way, personalization, multi-language or links in your SMS will take your engagement (and a ton of manual work off your plate) to the next level. Moral of this story is - don't settle for basic texting.
Make Rescheduling Easy (and Fast)
Life happens. When patients can’t make it, don’t let them disappear. A quick follow-up text makes it easy to reschedule. Automate your SMS to respond to “No or RS” replies. By adding booking links to reschedule or phone number for a direct call you remove barriers to rescheduling - keeping the patient on the schedule and providing them the care they need.
Pro Tip: With Dialog Health's platform, you can easily set-up an automated response to RS replies with an interactive reschedule button making it remarkably easy for patients to adjust their schedules - taking phone tag out of equation.
Yes, we heard that audible "sigh". No more phone tag!
Pro Tip: Live reporting and insights from Dialog Health's AnalyticsPro module allows you gives you time to refill cancelled appointments slots. We have a client who is crushing it with the insights from our AnalyticsPro module to keep the books full. They are using these insights everyday to refill almost all of their cancelled or rescheduled appointments.
Contact us to learn more. We love showing off this next-level SMS analytics tool.
SMS Reminders & Links
Now that the patient has confirmed their appointment - sending a reminder SMS will help them manage their appointment and keep them on track. These automated appointment notifications and reminders drastically reduce patient no-shows.
Depending on the type of appointment (and prep involved) you may want to sent your appointment reminder days in advance with several reminders to keep the appointment on track.
Help your patients be better patients. If you want them to arrive early - tell them in the reminder text. If you want to reduce the time at the check-in desk - have them fill out the forms online before they arrive. Need them to bring their insurance card? - add that to the reminder. The more directive and clear you communicate - the better the outcome for all involved.
Pro Tip: Use Dialog Health Links to include prep instructions, co-pay info, or links to registration forms or map to facility - a friendly and helpful nudge to improve on-time arrival, compliance and completed forms.
We have customizable and unique (and trackable) links available on our platform. No need to go to another site to grab your links. We are one platform with multiple communication solutions.
Offer Flexible Scheduling with SMS Booking Links and Number
We are all busy and tight schedules lead to skipped appointments. Give patients the power to choose a time that works for them with SMS booking links that open your calendar and shares availability immediately.
Pro Tip - Give a phone number for the option to book directly with you.
Setting up automated texts for Recall Campaigns is a great way to always be communicating Gaps-in-Care appointments and staying on top of your patients care.
NPO Instructions at Their Fingertips
No-gos are expensive—and often avoidable.
How many times have you heard - "What - I wasn't supposed to eat before my procedure?"
Make it easier for patients to follow the instructions they need to show up prepped.
Send automated SMS with prep instructions per procedure at the right time - add links to instructions or phone number for questions.
Pro Tip: Add some emojis to your NPO Instructions for attention.
Use Telehealth Text Links
Don't make your patients dig thru emails or paperwork to find the phone number they need for their tele-health appointment. Make their life (and yours) easier with a text that has the link directly for their call.
Remote visits are just as important to reduce no-shows and stay on schedule as in-person.
Send patients a direct text link to join their appointment on time. No apps. No confusion. Just one click and they’re in. Are you seeing a pattern? Make it easy for your patients to follow your instructions and it will be a win / win for everyone.
Pro Tip: Have them log-in 5 minutes earlier just in case they have technical issues.
Multi-Language SMS -Speak Their Language
¿Una de las razones más ignoradas por las que no se presentan?
One of the most overlooked reasons for no-shows?
Patients didn’t understand the instructions in the first place. Automated your text messages in their preferred language - you will see drastically improved engagement.
We had one client who had 360% increase in engagement rate when they started to use multi-language in their automated text messages.
Pro Tip: Use Dialog Health's easy-to-use dynamic tags to set-up multiple language options for your patients.
Set (and Share) Clear No-Show Policies
Texting your no-show policy helps set expectations early—without sounding harsh. It’s not about threats; it’s about helping patients understand the policies and make decisions accordingly.
Reminding patients of a no-show charge will nudge them into keeping their appointment.
Pro Tip: Keep it short, sweet and clear.
Real-Time -Track Your SMS Data
Use a platform that gives you real-time receipt reports, who has responded and who has not. Leverage an SMS analytics module that allows you to click directly on patients that might need another text or a phone call. Or use the analytics to action and “reschedule” newly opened spots.
We have had clients tell us this is one of their favorite features - it's like triage for them.
You have to see it to believe it. Contact us today
Analyze Your SMS Data
You can’t manage what you don’t measure.
Use built-in SMS analytics to see who’s missing appointments, what reminders are working, when no-shows spike, and what links are working. Insights that will help you adjust and quickly see improved results.
PRO TIP: Use Dialog Health's AnalyticsPro for drastically improved communication insights.
We'd love to show you how our solution will help you drastically reduce no-shows and no-gos and make your team smile—it only takes 15 minutes to see the difference it can make for your organization.
