Many clinics see a decline in patient visits after the first few months. In fact, research indicates that nearly 60% of patients become inactive after 3 months. With the right automation, you can proactively re-engage these patients—reminding them of your services, offering convenient scheduling options, and providing a personal touch with timely follow-ups. The 1–3 Months Reactivation Automation is designed to contact patients who have been inactive for at least 1 month but less than 3 months and have no upcoming appointments, ensuring you stay top-of-mind and encourage them to return.
Step 1: Compose Messages in “Message Templates”
1.1 Create an SMS Template
Hyper-Recall Recommendation:
We strongly recommend using Hyper-Recall for maximum engagement. However, if needed, you can include a brief script for standard SMS.
Hyper-Recall Guide:
Click the button below for detailed instructions on configuring Hyper-Recall.
Standard SMS Script (if Hyper-Recall isn’t used):
SMS Script Example:
“Hi [Patient Name], this is [Your Clinic Name]. We’ve missed you! It’s time for your next check-up. Call us at [Phone Number] or click [Booking Link] to schedule your appointment. We look forward to seeing you soon!”
1.2 Create an Email Template
Subject Line Suggestion:
“We Miss You at [Clinic Name]! Let’s Get You Back on Track”
Email Body Example:
Dear [Patient Name],
We hope you’ve been well! It’s been a while since we last saw you, and we genuinely care about your health. Regular check-ups can make all the difference, and our team is here to help you stay on top of your wellness.
Why schedule your next appointment?Personalized care tailored to your needsThe latest in treatment options and health tipsA welcoming and supportive environment
Click the 'BOOK HERE' button below to book your next appointment, or give us a call at [Phone Number].
We’re looking forward to reconnecting with you soon!Warm regards,[ClinicName] Team
1.3 Create a Task for Staff Members
Task Name:
“Reactivation Task”
Staff Instructions / Phone Call Script:
Phone Call Script Example:
“Hello, this is [Your Name] from [Clinic Name]. I’m reaching out because we noticed you haven’t been in for a while and we’d love to help you stay on top of your health. Do you have any questions or concerns we can address? We’d be happy to assist you in scheduling your next appointment at your convenience.”
Purpose of the Call:
Ensure patients feel valued and supported
Address any barriers preventing them from scheduling an appointment
Provide a personal touch to re-engage inactive patients
1.4 Configure Task Notifications
Choose Your Platform:
Decide between using Cliniq Apps’ built-in Task Manager or integrating with an external tool like Asana.
Priority Level:
Set the follow-up task as Low, Medium or High priority based on your clinic’s strategy.
Assign Receiver:
Choose the appropriate staff member—this could be a practitioner, admin staff, or a dedicated team member.
Daily Task Limits:
Set a cap on daily tasks to prevent staff overload.
Sender Number (Optional):
Select your dedicated SMS number if available; otherwise, the system default will apply.
Save Task Configuration:
Click “Save” to finalize your task settings.
Step 2: Set Up the Automation
Navigate to Automations:
In Cliniq Apps, go to Automations and click “Create New Automation”.
Name the Automation:
Enter “Reactivation 1 to 3 months” (avoid using special characters).
Organize by Category:
Assign the unsubscription category such as “A” for Recall/Reactivation so it’s easy to manage later.
Define Automation Type:
Select “Recall/Reactivation”.
Choose Recurring Time Automation:
This ensures patients receive notifications every time they meet the condition(s).
Click “Continue” after selecting Recurring if it aligns with your clinic’s strategy.
Set Filter Settings:
Patient Filter:
Click “SELECT” and choose “Patients with Appointments.”
Clinic Location:
Select the relevant location or “All Locations” to apply universally.
Configure Appointment Filter for 1–3 Months Inactivity:
Click the green “and” button and select “Their Appointment.”
Keep the “More Than” condition as is.
Adjust the time unit from minutes to months, and set it to 1 month.
Change “First Appointment” to “Last Appointment” to focus on patients whose last appointment was more than 1 month ago.
Click the white “and” button and choose “appointment date.”
Set the condition to “appointment date is between 3 months ago and 1 month ago.”
Have No Future Appointments:
Click the white “and” button and select “Have no future appointment”
This ensures only patients without any upcoming bookings are included in the automation.
Step 3: Configure Communication Steps
Send an SMS:
Click “then” → “Communicate with my patient or my team.”
Click “then” again and select “Communicate with patient.”
Choose “Send SMS” and select the SMS template you created in Step 1.1.
Delay: Set it to 1 hour after the patient joins the automation to ensure prompt communication.
Send an Email:
Click “then” → “Communicate with patient.”
Choose “Send Email” and select the Email template from Step 1.2.
Delay: Set it to 7 days after the SMS, allowing sufficient time before the next follow-up.
Notify Your Team:
Click “then” → “Communicate with my team.”
Add the “Reactivation Task” you created in Step 1.3.
Delay: Set the task to trigger 3 days after the email. This means if the email is sent 7 days after the SMS, the task is created at 10 days after the initial SMS—giving patients ample time to respond before a personal follow-up.
Step 4: Finalize and Activate
Apply Changes:
Click “Save Automation” to store your new automation.
Activate the Automation:
Click the PLAY (▶️) button to enable your “Reactivation 1 to 3 months” automation.
The 1–3 Months Reactivation Automation is designed with a precise timing strategy:
Immediate Engagement: An SMS is sent 1 hour after a patient meets the criteria, ensuring they’re promptly reminded.
Follow-Up Email: A gentle reminder via email follows 7 days later, allowing patients to absorb the initial communication without feeling overwhelmed.
Personal Touch: A task is automatically assigned to your team 3 days after the email (10 days after the initial SMS), ensuring a personalized call to re-engage the patient if they haven’t responded.
Why Should You Implement This Automation?
Boost Re-Engagement: Targeted communication increases the likelihood that inactive patients will book their next appointment.
Efficient Workflow: Automating follow-ups reduces manual workload and ensures consistent outreach.
Personalized Patient Care: The combination of SMS, email, and staff follow-up provides a balanced approach—reminding patients while also offering personalized support.
Improved Retention: A structured reactivation strategy helps maintain a steady patient flow, contributing to the overall growth and success of your practice.
With Cliniq Apps, you can streamline and automate your reactivation strategy, ensuring that your patients receive the care they need while your clinic thrives. If you have any questions or need further assistance, feel free to reach out via the Cliniq Apps Web Messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
