Responsiveness to receiving messages and cancelling unwanted appointments in 2014 Page | 1 Case Study Introduction Our analysis focussed on 11 of our top performing practices who generated a total of 1001 cancellations in the month of May. Further focus was made on one particular practice who has been left anonymised for IG purposes. The practice generated a total of 200 cancellations in the month of May. Out of these, 58 appointment reminders were sent out 3 days before the appointment. The remaining appointment reminders were sent out 1 day before the appointment and not considered in this piece of research. Although the sample was small we can conclude that on an average 70% of cancellations for appointment reminders happen within 24hours of receiving the tex

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