Implementing a Standby Waitlist for New Mental Health Patients

Summary

This project tested an automated standby waitlist for new mental health patients, using CareMessage to text those on a waitlist about same-day openings from no-shows. The program significantly reduced patient wait times, decreased no-show rates, and improved provider productivity, offering a powerful, low-cost access solution.

Key Findings

• The automated waitlist, powered by CareMessage, reduced the median wait time for patients to be seen by nearly 11 days.
• Providers using the waitlist system saw a 13% increase in their productivity compared to providers who did not.
• The no-show rate for providers in the pilot group improved by 24%, filling previously empty and costly appointment slots.
• Patients reported high satisfaction, finding the CareMessage waitlist texts and telehealth appointments to be convenient and easy to use.

Clinical Significance

Long wait times are a major barrier to mental healthcare. This study proves that a provider-driven, automated waitlist using CareMessage is an effective strategy to improve access to care. It allows patients to be seen sooner, empowers providers to control their schedules, and reduces lost revenue from no-shows. By leveraging technology like CareMessage, clinics can create a more efficient, responsive, and patient-centered system.

CareMessage Product Features

Outreach

Citation

Kershaw, L. (2025). Implementing a Standby Waitlist for New Mental Health Patients [Doctoral dissertation, Kent State University].