From the outside, it looked like The Vancouver Clinic had nothing to worry about in managing patient appointments. Their no-show rate was below the U.S. average of 18%. From inside the practice, however, this excellent result was all the more remarkable–because The Vancouver Clinic’s former messaging provider was more hindrance than help. Staffers needed to be able to enter known information about patient, such as a phone number or MRN, and quickly retrieve, in real time, a complete electronic log of the patient’s contacts. Moreover, they also needed the capability to review exactly what was stated in voice messages and to read the text of electronic reminders.

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