17 Oct 2025
Providence, the third largest nonprofit health system in the U.S., identified an opportunity to enhance patient experiences and outcomes by improving follow-through on lab work appointments. Many patients weren’t scheduling or completing their lab work, which highlighted a need for more streamlined, supportive processes.
By addressing this gap, Providence aimed to reduce delays in care, minimize confusion and ensure patients receive timely, proactive support—ultimately fostering a more seamless and patient-centered journey. Committed to pursuing new ways to transform healthcare and make services more convenient and accessible, Providence sought innovative care delivery and technology partners to help their patients schedule and keep their lab appointments.
Key Takeaways
- 8-fold increase in scheduled appointments
- 52% increase in lab appointment bookings through timely digital notifications
- 37% of canceled appointments successfully rebooked within 30 days
- 52% increase in patient bill pay engagement after lab order notifications
- 23% of appointments self-modified or canceled via the app, reducing no-shows and improving operational efficiency
Read hereOur work with Praia Health and Labcorp demonstrates the power of innovation when strategic partners align. By simplifying access to lab services, we’re seeing patients follow through more consistently on closing care gaps and needs, which leads directly to better outcomes – not just for labs but also other overdue actions.
Andy Chu Senior Vice President of Product and Technology, Providence Digital Innovation Group