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Case Study: 20/20 Eye Care Reduces No-Shows by 66%

Posted on Jul 25, 2017 by Alyessa D'Ewart

    Note: This is one in a series of posts featuring case studies from our clients. To download the full pdf, click here. To read past posts in this series, click here.


    Young girl at eye doctor20/20 Eye Care Centers has seen fantastic results with Solutionreach, a cloud-based patient relationship management software. They’ve automated daily outbound reminder phone calls to patients, saving the offi­ce staff two hours a day and cutting no-shows 66%. And on top of that, more patients are rescheduling when they have to cancel!



    20/20 Eye Care Centers in Huntsville, Alabama off­ers general eye care for every member of the family. Their doctors treat a variety of eye conditions such as cataracts and macular degeneration, as well as performing annual exams. The team stays busy with in-office patients, but appointment reminders—and other patient calls—began getting in the way of connecting with their patients. To tackle their phone call problem without sacrificing patient care, they implemented Solutionreach and saw immediate results.


    Patient no-shows falls 66%Katherine Weatherford used to spend most of her time at work juggling phone calls to patients. As the office manager, she was frustrated by the number of voice messages she left for patients.

     “Most of our calls ended in a voicemail that was discarded before we could get them to call back to confirm,” Katherine says. 20/20 Eye Care Centers decided to try Solutionreach to see if they could nip this time-sucking problem in the bud. “It can be a challenge to get phone calls out, and even get calls back from the patients,” states Katherine. “Solutionreach saves time for both the patient and our office.”

    The practice was spending about two hours every day making phone calls to remind patients of their appointments. Since Solutionreach has automated these reminders, those employees have time to take care of other critical tasks and patients in the office. This means a cheerful greeting from the sta­ff when patients walk in the door, and less time in the waiting room.


    Katherine appreciates all the communication options Solutionreach off­ers her patients. From voice messages to emails to texts, the office now hears back from more patients confirming or rescheduling appointments.

    “Solutionreach has really helped us by giving our patients another way to contact our practice,” Katherine says. “They love getting a text reminder instead of checking their voicemail.” Not surprisingly, many patients have busy schedules and can’t call during business hours to reschedule their appointment. Since implementing Solutionreach, the patients are able to contact the practice through text or email when it is convenient for them, and no-show rates have plummeted from six no-shows per week to two.

    “Solutionreach has been amazing at reaching our patients for appointment confirmations as well as helping them get in touch with us if they need to reschedule,” Katherine states. “They can shoot us a quick text or email to let us know they aren’t going to make their appointment instead of just not showing up.”

    (Learn more about how to reduce no-shows by reading our free guide No-Shows No More).

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    Katherine also loves the customer service from Solutionreach. Managing a busy practice leaves her little Practices saved two hours of timetime to ask for technical support, so she takes advantage of online chat to help resolve her problems.

    “I love the chat function because I am not always able to have a phone to my ear,” Katherine says. “Chatting gives me the freedom to answer other phone calls or help patients who walk in. I can also have another employee take over the chat for me if I’m needed elsewhere in the office.”

    Thanks to Solutionreach, the practice has reduced no-shows, increased the number of patients rescheduling appointments, and boosted efficiency in the office.

    “Solutionreach gives the front desk staff­ more time to help the patients who are currently in the office,” states Katherine. “We recommend Solutionreach to anyone and everyone!”

    Interested in a quick 10-minute demo to walk you through how Solutionreach can help? Schedule a demo to find out more (and get a $25 Amazon gift card while you're at it!) :)

    Click Here

    Alyessa D'Ewart

    Alyessa D'Ewart

    Alyessa D’Ewart is a content writer at Solutionreach. She holds a master’s degree in professional communication from Weber State University. Alyessa has spent the last three years cultivating her technical writing skills by creating content for a variety of platforms including marketing collateral, website pages, and corporate blogs. As an avid fan of the written word, she can usually be found curled up with a good book.

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