Customer storyDowntown Radiology
Patients are ready to do this.
Downtown Radiology: full schedules, without more schedulers
In twelve months, the share of Downtown Radiology's bookings made by patients themselves, from a text on their phone, grew from 19.7% to 43.8%. Most booked within a day of the order arriving, and 94.2% of the exams patients booked themselves were completed.
Published
In October 2025, Downtown Radiology started letting patients book their own exams from a text. Twelve months later, patients were making 43.8% of the center's bookings themselves, with no app, no password and no call to the front desk. Its CEO, Arshia Bivadi, attested to every figure in this story from the center's own data in Gravity.
- 43.8%of bookings were made by patients in September 2026, up from 19.7% in the first month
- 83.5%of patients who booked themselves did so within a day of the order arriving
- 16.5%booked in the evening, overnight or at the weekend, when the front desk was closed
- 94.2%of the exams patients booked themselves were completed
Before
Until October 2025, every one of these exams was booked by a person at Downtown Radiology. When an order arrived, someone on the booking team had to reach the patient and agree a time.
How it works
Once the order exists, the patient is texted a secure link straight to open slots. The patient opens it with no app and no password, picks a location and a time, and the exam is booked under the same rules the booking team follows. Patients who don't book themselves are booked by the team.
How an order becomes a booked exam
The order arrives
Gravity has the order, with the patient's phone number.
The patient gets a text
A secure link straight to open slots. No app, no password.
56.5%of patients who get the text book it themselves
They pick a location and a time, under the same rules the booking team follows.
The rest are booked by the team
The booking team spends its time on the patients who need a person.
- 94.2%
of the exams patients booked themselves were completed
A larger share every month
In the first month, patients made 19.7% of the bookings for the exams the center opened to patient booking. By September 2026 they made 43.8%.
Share of bookings made by the patient, by month
Patient-booked appointments as a share of all appointments booked that month. September 2025 is the month before patients could book from the text.
Patients book when it suits them
Half of the patients who booked themselves did so within 1.8 hours of the order arriving, and 83.5% within a day. 16.5% booked in the evening, overnight or at the weekend, when the front desk was closed, and when plans changed, patients moved their appointment from the same link.
Most patients book within hours of the order
38.1% booked within an hour of the order arriving and 83.5% within a day. The median was 1.8 hours.
- Within a day
- Longer
One in six books when the front desk is closed
Share of patient bookings, Pacific time.
- 83.5% Mon to Fri, 8 am to 5 pm
- 16.5% Evenings, nights and weekends
"They book when it suits them. One in six books in the evening or at the weekend, when nobody could have picked up the phone. And when plans change, they move the appointment from the same link: more than 5,000 did last year."
Arshia Bivadi, CEO, Downtown Radiology
Booked, then completed
94.2% of the exams patients booked themselves were completed.
"Start with the exam you book most often and let patients book it from a text. Ninety-four percent of the exams our patients booked themselves were completed. Patients are ready to do this."
Arshia Bivadi, CEO, Downtown Radiology
What it means for the booking team
The routine bookings now arrive already made, so the booking team spends its time on the patients who need a person: the exams that need a conversation, the patients who call, and the bookings that need a second look.
Gravity takes over the tasks, not the people. The routine work completes on its own, so your team can give patients the attention the paperwork used to take.
How we measured
Every figure comes from Downtown Radiology's own data in Gravity, for 1 October 2025 to 30 September 2026, and was attested by Arshia Bivadi, CEO, in October 2026. Totals only; no patient records left the system. A booking counts as the patient's when it was made through the patient's text link; bookings made by the team count as the team's. Shares are of the exams the center opened to patient booking. Times are Pacific, and the time to book is measured from the moment the order was created in Gravity. The 94.2% describes the patients who chose to book themselves; it is not a comparison with exams the team booked.
Start with the exam you book most often and let patients book it from a text. Ninety-four percent of the exams our patients booked themselves were completed. Patients are ready to do this.
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