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PATIENT LEAKAGE

Your Highest-Intent Channel Is Leaking Patients

Service line expansion, surgical recruitment, digital front doors — all undermined when a patient who calls with symptoms ends up at a competitor’s urgent care because scheduling was hard.

The Leakage Equation

Every patient who calls your triage line is demonstrating the highest possible intent — they’re actively seeking care from your system. When friction prevents them from completing that journey, they don’t stop seeking care. They seek it somewhere else.
$1.2M+

Average annual revenue lost to leakage per service line

$23%

Of triage callers who schedule elsewhere within 48 hours

3.4×

Higher lifetime value of patients retained from inbound calls

The irony: health systems invest millions in growth — new service lines, surgeon recruitment, marketing campaigns — while their highest-intent inbound channel quietly sends patients to competitors. Fixing this isn’t about adding capacity. It’s about converting the intent that’s already there.

Guideway Care ensures that every triage call ends with a completed, in-network next step — turning your triage line from a leakage point into your most effective retention tool.

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