Client Story: BILH Beverly

client Story

BILH Beverly GI

Beverly GI of Beth Israel Lahey Health enhances operational efficiency and reduces patient no shows with Zappix Digital Patient Engagement

About The Client

BILH Beverly GI is a part of Beth Israel Lahey Health, a leading healthcare provider in Massachusetts known for its commitment to delivering exceptional care. As a busy gastroenterology clinic, Beverly GI serves a wide patient population and relies on operational efficiency to provide high-quality care.

Problem

BILH Beverly GI faced a series of challenges that disrupted their operations and patient care delivery:

High Patient No-Show Rates: Missed appointments created inefficiencies and negatively impacted patient care.
Frustrations Among Clinical Staff: Last-minute cancellations and unfilled time slots added stress and increased workloads.
Increased Costs: Operational inefficiencies due to manual appointment rescheduling and patient outreach drove up administrative costs.
Burden of Manual Processes: Staff spent significant time managing appointment reminders, procedure prep instructions, and rescheduling, leaving less time for patient care.

To overcome these obstacles, BILH Beverly GI sought an automated solution that would reduce administrative burdens and improve patient engagement.

“Here at BILH Specialty care we are currently using Zappix in a few of our departments but we are hoping to expand in the future to reduce late cancellations in other areas of our facility”

- Sue Henry, Practice Administrator

Solution

To address these challenges, BILH Beverly GI partnered with Zappix Digital Patient Engagement to implement a range of automated tools and streamline their operations.

Zappix Tools Implemented:

On-Demand App: Provided a personalized, mobile-first experience for patients, enabling seamless interaction with their healthcare journey.
Digital Outreach for Pre- and Post-Procedure Instructions: Automated text messages delivered detailed prep instructions, appointment reminders, and post-procedure follow-ups, replacing manual communication workflows.
Zappix Survey Product: Patients received automated outreach prompting them to complete surveys, offering valuable insights into their experience.

By leveraging these tools, Beverly GI could automate communication and significantly reduce manual workloads for their staff.

Results

Reduced No-Show Rates by 50%

By automating appointment reminders and offering flexible rescheduling options, Beverly GI achieved a dramatic decrease in no-shows in 12 months:

June 2023: 18% → May 2024: 9%

Immediate ROI

Zappix delivered rapid financial benefits, paying for itself within days of implementation by reducing missed appointments and keeping schedules full.

Reduced Staff Workload

Automating manual tedious tasks like appointment reminders and rescheduling freed staff to focus on providing care, reducing stress and increasing job satisfaction.

Enhanced Patient Experience

With automated reminders, clear instructions, and survey outreach, patients reported feeling more supported and engaged in their care.

Key Features

Automated Appointment Reminders and Rescheduling
Patients received timely reminders via SMS and could easily reschedule appointments, reducing no-shows and alleviating staff workloads.

Pre & Post-Procedure Instructions

Clear and concise instructions were delivered automatically, ensuring patients were well-prepared for procedures and fostering better outcomes.

Automated Survey Outreach For Patient Insights

The automated survey tool gathered real-time feedback, allowing Beverly GI to understand patient needs and identify opportunities to enhance the overall care experience.

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Discover how automated pre-procedure instructions and patient outreach can better prepare patients for appointments, alleviate administrative burdens, and significantly reduce no-shows—improving the experience for both patients and healthcare providers.