Second chances when it matters most

A couple of years ago, Unilabs Mammography wanted to increase participation in mammography screening, having noticed a lot of women never showed up when they were called to an exam.

After creatively thinking of ways to improve the participant rate, an idea was born; to ensure that everyone who failed to appear got a letter offering to book a new exam.

The result: 30% of those who received a reminder then turned up for a rescheduled exam. This fulfilled all of Unilabs' culture building behaviours:

• We cared big for our patients and offered a second chance.
• We tried new stuff when sending out this reminder.
• We made a difference and gave essential answers.
• We walked in our customers’ shoes when thinking about their busy days and the many reasons they might have missed their first exam.
• We brought out the best in each other to meet and devise the idea.