How University of Miami Health Reduced No-Show Rates by 12% with Personalized Video Communication
“The Blings personalized video campaign has made a real difference for us at Miami Health. By showcasing the doctors and staff in the videos, we were able to address patient concerns head-on and make them feel more comfortable and confident about their procedures. The results speak for themselves—reducing no-shows by 12% has had a huge impact on our operations and bottom line. This is a strategy we plan to continue using as we look for more ways to improve patient engagement and experience.”
Background
Miami Health is a leading healthcare provider specializing in offering health maintenance organization (HMO) services. With a focus on delivering high-quality patient care, the organization sought to improve attendance rates for scheduled procedures, particularly colonoscopies, where no-shows or last-minute cancellations were impacting both operational efficiency and revenue. To address this issue, Miami Health turned to video-based communication to engage patients in a more personal and informative way.
Challenges
Miami Health faced a highly prioritized budget task in reducing the no-show and last-minute cancellation rates for colonoscopy appointments. Each missed or canceled appointment incurred a cost of $25,000, which added up quickly and impacted both the hospital’s bottom line and patient care delivery. Traditional reminder methods were not sufficient to drive commitment or ease patient concerns, especially around the procedure.
Solution
Miami Health implemented a personalized video strategy to engage patients before their colonoscopy appointments. Two videos, one in English and one in Spanish, were created to clearly explain the procedure, showcase the medical team performing the colonoscopy, and address common concerns. These videos were sent via email 14 days before the scheduled appointment, ensuring patients had time to absorb the information and ask questions if needed.
The main goals of the video campaign were:
- Reduce No-Show rates by:
- Getting patients to attend the procedure: Ensuring patients followed through on their scheduled appointment.
- Encourage timely cancellations: Helping patients who needed to cancel to do so with enough notice to allow the hospital to rebook the slot.
Create a personalized and informative onboarding experience: Making patients feel comfortable and informed through a humanized and innovative communication approach.
Results
The personalized video campaign delivered strong results, improving both engagement and attendance metrics:
- No-Show Rates: The campaign led to a 12% decrease in no-show rates for colonoscopy procedures.
- Video Engagement:
- Average Watch Time: A clear indication that the video is not only compelling with its personalization, but also informative and beneficial, was that patients engaged deeply with the video content, with most of them watching it fully for over 43 seconds, even though the “Confirm Appointment” button was available to them within the first 5 seconds.
- CTR: There was a 50% click-through rate within the video.
12%
decrease in no-show rates
43+
Seconds average watch time
50%
Video CTR
Conclusion
The use of personalized video content proved to be a highly effective strategy in reducing no-show rates for Miami Health. By providing patients with clear, engaging, and informative content about their upcoming procedure, the hospital was able to increase patient commitment, improve preparation for the procedure, and demonstrate innovation in patient engagement. The 12% reduction in no-show rates was a clear indicator of the success of this approach, positioning Miami Health as a leader in healthcare communication.
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