Good Shepherd Rehabilitation Network

Good Shepherd faced persistent no-shows and late cancellations across its 60+ rehabilitation locations. Staff relied on manual methods — paper appointment reminder cards and hours of phone calls — to reduce no-shows. Patients had no quick digital way to cancel or reschedule, so many simply did not show up. In a rehabilitation setting this is especially costly, as patients schedule multiple hours of therapy across multiple appointments and therapists.

Good Shepherd implemented Notable's Intelligent Intake platform to automate appointment reminder outreach across its clinics in five regions. The solution integrated with their existing Cerner EHR without disrupting legacy infrastructure. Automated digital reminders replaced manual phone calls and paper cards, giving patients an easy way to confirm, cancel, or reschedule appointments.

No-show rates dropped from 5.4% to 3.5%, a 32% reduction, recapturing more than 778 visits within three months. This translated to an estimated $93,360 in additional revenue over three months from recaptured visits. The organization also achieved a 92% patient satisfaction rating, validating the improved digital patient experience.

• Automating appointment reminders with digital outreach can deliver immediate, measurable ROI in rehabilitation settings where no-shows have an outsized impact on multiple therapists and time blocks.
• Intelligent automation can extend workforce capacity without replacing or disrupting existing EHR infrastructure (Cerner in this case).
• Patient satisfaction and operational efficiency are not in conflict — a 92% satisfaction rating accompanied the no-show reduction, showing digital engagement benefits both sides.