Massachusetts medical practices: what missed calls and empty slots cost

We analyzed 251 medical practices in Massachusetts. A typical one is losing an estimated $111,000 to $184,800 a year. Massachusetts ranks 15 of 51 states (1 = highest loss).

$9,250–$15,400estimated lost each month by a typical practice

54%of practice websites don’t offer real online booking

77%of practice websites don’t show a way to reach the office after hours

What patients can do on Massachusetts practice websites

Online booking

46%

A way to reach the office after hours

23%

Texting the office

13%

A chat or message box

18%

Office hours a patient can find

63%

New-patient forms online

78%

Tap-to-call on a phone

77%

Online booking in Massachusetts: 46%, 6% more than the national 40%. Front-desk time valued at $25.44 an hour, the Massachusetts average.

Cities in Massachusetts

City	Practices	No online booking	Est. lost / month
Boston	12	83%	$9,500–$15,750

Smaller towns and rural Massachusetts

Across 239 medical practices in these communities, a typical practice loses an estimated $9,250 to $15,400 a month, and 53% have no online booking. Towns where we analyzed fewer than 10 practices are counted in the Massachusetts figures above.

Abington
Acton
Amherst
Andover
Arlington
Attleboro
Auburn
Bedford
Belchertown
Braintree
Brewster
Bridgewater
Brighton
Brockton
Brookline
Burlington
Cambridge
Canton
Chelmsford
Chestnut Hill
Chicopee
Concord
Danvers
Dartmouth
Dedham
East Longmeadow
Easthampton
Fall River
Falmouth
Florence
Framingham
Franklin
Gloucester
Greenfield
Hadley
Harvard
Haverhill
Hingham
Hopedale
Hopkinton
Hyannis
Lakeville
Lawrence
Leominster
Lexington
Lowell
Ludlow
Lynnfield
Marblehead
Marstons Mills
Mattapan
Melrose
Methuen
N Chelmsford
Natick
Needham
Newburyport
Newton
North Andover
North Attleboro
North Billerica
North Chelmsford
North Dartmouth
Northampton
Norton
Norwell
Norwood
Peabody
Plainville
Plymouth
Quincy
Roslindale
Roxbury Crossing
Salem
Sharon
Shrewsbury
Somerville
South Weymouth
Southbridge
Stoneham
Stoughton
Sudbury
Wakefield
Waltham
Wareham
Wayland
Wellesley
Wellesley Hills
West Bridgewater
Westborough
Westfield
Westford
Weston
Westport
Whitinsville
Winchester
Woburn
Worcester

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Questions

How much do medical practices in Massachusetts lose to missed calls and no-shows?

A typical medical practice in Massachusetts loses an estimated $9,250 to $15,400 a month, based on 251 practices we analyzed. Front-desk time is valued at $25.44 an hour, the average for medical front-desk staff in Massachusetts.

Do medical practices in Massachusetts offer online booking?

46% do, 6% more than the national figure of 40%. The option most often missing is texting the office (87% of websites lack it).

How does Massachusetts rank?

Massachusetts ranks 15 of 51 for estimated monthly loss per typical medical practice (1 = highest loss).

How these figures were built. From the public websites of 251 medical practices in Massachusetts that we could read clearly. Each site was checked for seven things that decide whether a patient who can’t get through by phone still reaches the schedule. Dollar figures are estimates for a typical independent practice: our working figures for missed calls, no-shows, cancellations and overdue patients, adjusted for what each site offers and valued at the local front-desk wage (U.S. Bureau of Labor Statistics, May 2025). They are estimates, not measurements of any one practice. No practice is named on this page.