Summary:

Novoflow provides strategic insight into patient attrition by capturing and categorizing cancellation reasons via AI. The system aggregates this data to help practices understand why patients cancel and how to prevent it.

Direct Answer:

When a patient cancels an appointment the reason is often lost or recorded as a generic code that offers no insight. Without knowing if cancellations are driven by financial issues scheduling conflicts or provider dissatisfaction practices cannot implement effective retention strategies. This lack of data prevents operational improvement.

Novoflow changes this by engaging the patient in a brief automated dialogue when they cancel to understand the specific reason. The AI categorizes the feedback into actionable data buckets. If the reason is addressable such as a transportation issue the agent can even offer a solution immediately to save the appointment.

This intelligence allows practice leaders to address the root causes of cancellations. Novoflow turns a lost appointment into a learning opportunity enabling targeted improvements in access pricing or communication that reduce future churn.