Automated IVR calls added to SMS reminders reduce missed appointments among high-risk patients
Adding automated interactive voice response (IVR) calls to existing text message reminders reduced no-show rates by 1.7 percentage points (from 11.3% to 9.6%) and increased appointment completion rates by 1.9 percentage points (from 75.9% to 77.8%) among high-risk patients. The intervention had the greatest effect on reducing no-shows in the highest risk quartile and improved equity by increasing completion rates most among Black patients.
This article is automatically generated from the structured evidence profile behind the claim above. Scores reflect the quality and quantity of available research, not clinical advice.
Automated IVR calls added to SMS reminders reduce missed appointments among high-risk patients The current body of evidence comprises 1 study, including 1 randomized controlled trial. EvidenceHub rates the overall confidence at 44/100 (low).
The Claim
Automated IVR calls added to SMS reminders reduce missed appointments among high-risk patients
This conclusion is most relevant to: 59,994 patients at high risk of missing their appointment (identified by EHR predictive model) at Penn Medicine.
What the Research Shows
The conclusion draws on 1 linked study. Highlights from the cited literature:
- ▸Automated Calls Added to SMS Reminders Reduce Missed Appointments among High-Risk Patients. (NEJM catalyst innovations in care delivery, 2026) —
How It Works
The proposed biological pathway:
- ▸Predictive model identifies high-risk patients
- ▸Automated IVR call placed before appointment
- ▸Patient confirms, cancels, or reschedules via voice response
- ▸Result: Reduced no-shows and increased completed appointments
Who Might Benefit
Evidence fit by population:
- ▸59,994 patients at high risk of missing their appointment (identified by EHR predictive model) at Penn Medicine
Recommended Dose
N/A
Limitations & Caveats
Important context when interpreting this evidence:
- ▸Single health system (Penn Medicine) limits generalizability
- ▸Short trial duration (4 weeks) may not capture seasonal or long-term variability
Frequently Asked Questions
How much did the IVR intervention reduce no-show rates?▼
The no-show rate dropped by 1.7 percentage points, from 11.3% to 9.6%.
Which patient group benefited most from the IVR calls?▼
Patients in the highest risk quartile had the greatest reduction in no-shows, and Black patients had the largest increase in appointment completion rates.
Was the intervention sustained after the trial?▼
Yes, follow-up data from over 244,000 high-risk patients over 6 months showed sustained improvement in appointment completion rates.
How many additional appointments could be completed per million slots?▼
The results imply that 19,000 additional appointments could be completed per million new appointment slots.
References
- 1.Kavanaugh L, Thomas S, Lynch S, Leri D, Xiong RA, Xu L, Snider CK, Ebert JP, Harhay MO, Lu Y, Orwig N, Desir N, Encarnacion IN, Mollanazar N, Thomas R, Bae C, Gitelman Y, Hahn L, Lee K, Mehta SJ, Merchant RM, Delgado MK. “Automated Calls Added to SMS Reminders Reduce Missed Appointments among High-Risk Patients..” NEJM catalyst innovations in care delivery, 2026. PMID: 42418615 DOI: 10.1056/CAT.25.0322