Appointment Reminders

Reducing client no-shows for mental health service providers.


Clinicians have a set number of hours in a day available for client appointments. If a client doesn’t show up for an appointment and fails to let the service provider know with enough lead time, that appointment opportunity is lost. Not only does this result in a child not getting the help they need, this creates inefficiency and reduces the number of kids who are able to access services.

Given current capacity constraints, we can’t afford to lose appointments because people choose to not show up without notice, or forget about their appointment.

Capitalize for Kids worked with The George Hull Centre for Children and Families to address this problem.

Our Goal

Our goal was to bring George Hull’s no-show and last-minute cancellation rate down by 30%.

Our Solution

To solve this problem, we implemented an appointment reminder and confirmation solution. Clients now receive text messages and emails in advance of their appointment and are required to respond with a simple ‘yes’ or ‘no’.


Appointments used more effectively.


Created healthcare value ROI.


Guide and Resources Download

Download our guide to implementing an appointment reminder solution at your agency. Also includes tools for:

Data Collection
Requirements Gathering
Technology Vendor Selection
Technology Pilot Feedback



Vinay Shandal
Alex Pattee
Charlotte MacDonald
Ed Ferguson
Emily Kingdom
Parham Peiroo
Diego Sanchez

Lazaridis School of Business and Economics at Wilfrid Laurier University

Srin Sridharan
Winta Yonathan
Victoria Barbosa


The Brad and Sara Dunkley Foundation
Bill Webb
Jeff Clapp
Quentin Broad


Please note that our organization does not directly provide mental health services. To find a Children's Mental Health Centre in Ontario, click here. If you are in a crisis, please call 911 or go to your nearest Emergency Department.