Summary: Patients fear complex healthcare processes — simplify it with reassurance.
Problem: Patients don’t know what happens after they book.
Solution: Build a human-first appointment journey: confirmation, what to expect, documents needed, etc.
Comparison:
No communication → anxiety
Over-communication → confusion
Simple expectations → comfort
Actionable Recommendation: Send a “What to Expect” message after every booking.
Summary Insight: Reassurance reduces cancellations and increases comfort.