The Hospital & MSO Patient Access Report
What 476 locations did with 364,152 patient calls in 2025. 28,559 of those patients walked away without an appointment. More than 22,000 never got a callback. Here is what the data says about why — and what to do about it.
- 476
- Hospital & MSO locations
- 364K+
- Patient calls analyzed in 2025
- 102K+
- Real patient opportunities
- 28K+
- Walked away without an appointment
From the CEO
70% of the time, it is not the call center’s fault.
Across 476 hospital and MSO locations in 2025, Patient Prism analyzed 364,152 patient calls. 28,559 patients walked away without an appointment. More than 22,000 never got a callback.
Roughly 30% of those losses were marketing leads that were never schedulable. Another 40% were operational — capacity, insurance, affordability, service mix. Roughly 7 out of 10 of those losses sit in barriers the agent cannot solve alone. The call center leader takes the heat for every one of them anyway.
Patient Prism gives that leader a leg to stand on. 100% of patient interactions scored against your custom QA rubric, not the 1–2% traditional QA catches. Voice Fingerprint attributes every call to the right agent automatically. Coaching gets specific: not “improve conversion,” but “Sarah is at 100% on greetings and 68% on the close. Fix the close.” When a patient walks away, RELO delivers a recovery playbook to the agent in near real time, tied to the exact reason the patient did not book.
This is not conversational AI. That category is myopic — it looks at the call and stops there. Access is bigger than the call. Patient Prism connects what happens on the phone to what marketing is sending in and what operations can actually deliver. That is rare.
Amol NirgudkarCEO and Co-Founder, Patient Prism
The Patient Access Funnel
What happens to every 100 patient calls
Two-thirds of calls connect. Less than a third are real booking opportunities. And only 1 in 100 patients who reached out ever walked back through the door after walking away.
100Patient calls
67Connected with access center
33Hung up before reaching an agent
28Real booking opportunities
39Not bookable
8Walked away without booking
20Booked an appointment
1.6Received a follow-up call
1.0Came back and booked
Reasons Not Booked
Four reasons patients do not book
Only part of each one belongs to the agent. Roughly 70% sit with marketing and operations.
50.9%
Coaching + Calendar
Consideration & Timing
Still Considering · Scheduling
Patient Prism splits this two ways. Still Considering is a coachable sales conversation; Scheduling is a calendar problem. If your top sub-barrier is Scheduling, the answer is more provider time, not more agent training.
24.7%
Staffing + Routing
Connection Failed
Voicemail · Disconnect · Hang Up on Hold
The call ended before it finished — voicemail, hold hangup, disconnect. This is staffing, routing, IVR design, and after-hours coverage. Operational. None of it is coaching.
13.6%
Service mix + Targeting
Service Fit
Service Unavailable · Out of Area
The patient needed something you do not offer, or lives somewhere you do not serve. Service line and marketing targeting. Agents cannot create capacity that is not there.
10.6%
Verification + Payer mix
Financial Barrier
Insurance · Price
Two different problems get reported as one. Insurance is a credentialing and payer-mix issue; Price is a coachable objection. Look at the secondary barriers in your own data to see which one you actually have.
86%
Attributable patient calls came from the Google ecosystem
Google My Business alone drove 54% of attributable inquiries. Organic search and Google Ads added another 32%. Meta Ads and Print Media combined for under 5%. The front door is on Google — every call dropped on the access center floor is marketing spend walking out the door.
3,766
Patients saved by a single follow-up call
The math is brutal. 22,667 patients walked away and no one called them back. At a 64% reclose rate, that is more than 14,000 appointments left on the table. Patient Prism’s RELO engine turns this into a system: recovery instructions go to the agent in near real time, tied to the exact reason the patient did not book.
Methodology. Cohort: 476 hospital and multi-specialty MSO locations on Patient Prism in calendar year 2025. 100% of patient interactions scored; every call attributed to the right agent automatically via Voice Fingerprint. Source: Patient Prism platform data. Reasons Not Booked percentages from 20,805 categorized opportunities. Referring Source percentages from 168,808 attributed calls.
About Patient Prism
Order takers don’t convert patients. Trained agents do.
AI-powered call intelligence and revenue recovery for healthcare. Phone-system agnostic — works with RingCentral, Nextiva, 8×8, Vonage, and 200+ other providers. SOC 2 certified. HIPAA compliant. Most organizations operational in 30 days.
Voice Fingerprint
Automatically attributes every call to the right agent. No logins, no extension tracking. Eliminates attribution guesswork at any call volume.
100% QA Scoring
Every patient interaction scored against your custom rubric — not the 1–2% sample traditional QA catches. Full coverage means no blind spots.
RELO Real-Time Recovery
When a patient walks away, RELO delivers a recovery playbook to the agent in near real time, tied to the exact reason the patient did not book. Recapture is the cheapest patient acquisition in healthcare.
Cross-Stack Intelligence
Connects phone data to marketing attribution and operational capacity signals. Works with 200+ phone systems. Phone-system agnostic by design.
- 11,000+
- Healthcare locations using Patient Prism
- 300M+
- Patient interactions analyzed
- $72M
- Recovered for one org in a single year
See your numbers against the cohort
Book a 20-minute demo. We’ll run your organization’s data against this report and show you exactly where the opportunity is.