Case Study: Reducing Missed Appointments with Smart Patient Engagement
High no-show rates don’t just waste time—they strain staff, delay care, and impact patient satisfaction. In this case study, see how a mid-sized Riyadh polyclinic brought down no-shows by 44% in just 8 weeks using Bioteknika’s patient care management system. Learn how features like automated multilingual reminders, a self-service portal, and outcome tracking made scheduling smoother for everyone involved.
Client Profile
A mid-sized multispecialty polyclinic in Riyadh with a daily patient volume of 250+ and a mix of in-person and virtual consultations.
The Challenge
The clinic struggled with high appointment no-show rates—averaging 27% per month—despite manual reminder calls and front desk follow-ups.
This led to:
- Underutilized clinician time
- Long waiting lists
- Frustration among both patients and staff
While the administrative team worked hard to track down patients, the absence of a structured digital system meant delays, errors, and inconsistent engagement.
Our Approach
Bioteknika deployed its Patient Care Management solution, configured with:
- Automated Appointment Reminders (via SMS and email, in Arabic and English)
- Self-Rescheduling Portal for patients to adjust or cancel without calling
- Intelligent Flags for chronic no-shows, triggering manual outreach
- Real-time Dashboard for the clinic manager to monitor attendance rates
To ensure adoption:
- Staff received a 2-hour onboarding on the new scheduling workflow
- Communications were customized for cultural tone and mobile readability
The Results (in just 8 weeks)
- No-show rates dropped to 15%, a 44% improvement
- Admin call volume decreased by 60%
- Patient satisfaction scores improved in post-visit surveys, particularly around “ease of booking” and “timely reminders”
- Staff reported fewer scheduling errors and a smoother front-desk flow
“The platform didn’t just reduce our no-shows—it gave our front desk time back, and patients actually felt more in control.”
— Operations Manager, Riyadh Polyclinic
