Every patient journey matters. But many practices and ASCs lose patients — and revenue — due to avoidable communication gaps, scheduling issues, and workflow inefficiencies. Understanding where the breakdown happens is the first step toward fixing it.
Nearly 1 in 5 patients recommended for surgery never return — they choose another provider.
Common reasons include:
Too much information presented at once, making it hard for patients to process and plan.
Lack of meaningful engagement and active listening from the care team.
No consistent, friendly follow-up process to keep patients connected.
Surgery cancellations are another major source of loss, with 15–25% of patients cancelling their procedures. Alarmingly, nearly a third of these cancellations are completely preventable
Key drivers include:
Delays in prior authorization and last-minute documentation changes.
Missed pre-surgical testing appointments.
Ineffective data tracking to spot and address trends.
A poor overall patient experience that leaves patients feeling unsupported.
Half of the patients who cancel end up scheduling their surgery somewhere else.
Why does this happen?
Breakdowns in communication — endless voicemails and phone tag.
Poor coordination and tracking within the care team.
Overloaded schedulers who may appear rushed or unhelpful.
These issues don’t just affect patients — they take a serious toll on your practice and ASC:
Lower operational performance and efficiency.
Increased staff burden and higher labor costs.
Upset patients who leave frustrated — and often share their experience online.
Long-term damage to your reputation.
At Callidus Health, we simplify patient engagement, scheduling, and coordination so practices can focus on what matters most — better care and better outcomes.
Chicago, IL 60610
