SecureVideo Reduces No-Show Rates for Virtual Healthcare Appointments with Add to Calendar Reminders customer success

SecureVideo, a top platform for healthcare video appointments, has been using AddEvent since it got started in 2013. Their smart approach to simplifying healthcare scheduling helps cut down on missed appointments and strengthens connections between patients and providers.

The Problem: Missed appointments represent a significant pain point in the healthcare industry, costing an estimated $150 billion annually in the U.S. alone. Family physician Dr. Bernadette Anderson notes, “We have been using AddEvent’s add to calendar functionality for over 10 years; it was simple to implement, easy to maintain, and their support has always been excellent in the rare event we had questions. AddEvent has had a tangible impact on reducing missed appointments, which improves healthcare access for patients and efficiency for providers.”

For SecureVideo, solving the no-show issue meant creating a seamless, automated scheduling solution that ensured appointments were visible and prioritized on patients’ calendars. They also needed a HIPAA-compliant solution to meet healthcare privacy standards.

The Solution: SecureVideo partnered with AddEvent to integrate its automated add to calendar (ATC) functionality into their scheduling workflow, both via booking confirmation pages and email reminders. 

This integration simplified the scheduling process for both patients and providers by enabling:

• Automated Appointment Reminders: When an appointment is scheduled, patients receive an automated email via AWS with a personalized add to calendar link generated by AddEvent. For Gmail users, an .ics file is also attached to the email, creating a prominent add to calendar banner.
• Flexible Calendar Integration: Patients can easily add appointments to their preferred calendar applications, ensuring better visibility and fewer missed appointments.
• Enhanced Patient Engagement: From the SecureVideo dashboard or waiting room page — where patients can also pay for sessions or complete supporting documentation — patients can add appointments directly to their calendars.

The integration process was seamless for SecureVideo, with AddEvent’s solution requiring minimal setup and no major refactoring. Since launching this feature in 2013, the company has consistently relied on AddEvent to support its growing user base.

The Results: SecureVideo’s add to calendar links have been used more than 18.5 million times over since 2022 — and that number continues to grow monthly. 

During the rise of COVID-19 in 2020, the platform saw an incredible 1827% rise in appointments created over twelve months. Since then, SecureVideo’s appointment scheduling has steadily increased year over year, with more than 55 million appointments accumulating at the end of 2024.

Automated appointment reminders — sent with each session booking and included in follow-up emails — also have reduced the strain of manual scheduling for SecureVideo’s customers.

Patients appreciate the convenience of calendar integration, particularly for behavioral health, follow-up visits, and medication management sessions.

The Impact: By leveraging AddEvent, SecureVideo has reduced appointment no-show rates, ensuring that patients who book months in advance are less likely to forget their appointments. This has created a ripple effect, freeing up availability for other patients and reducing the cycle of missed appointments.

“People are desperate to get an appointment; so if someone books three months out and yet forgets about it and somehow misses it, it creates a cycle where that slot isn’t being filled by someone else who needs the appointment,” shared SecureVideo’s Director of Product, Michelle Dong.AddEvent’s automated add to calendar links have helped break this cycle by prioritizing appointments on patients’ calendars.