In today’s competitive healthcare landscape, up to 25% of patients become inactive over time. Yet reactivating existing patients can boost appointment volumes by as much as 20–25% and costs 5–10 times less than acquiring new ones. Our 18–24-month reactivation automation streamlines outreach by sending personalized SMS, emails, and staff task reminders to re-engage patients who haven’t attended a session recently. This targeted approach not only enhances patient retention and ongoing care but also reduces administrative workload and drives revenue growth.
Step 1: Compose Messages in “Message Templates”
1.1 Create an SMS Template
Recommendation:
While Hyper-Recall is recommended for maximum engagement, you can also use a standard SMS approach.
Hyper-Recall Guide:
Click the button below for detailed instructions on configuring Hyper-Recall.
Effective SMS Script Example:
“Hi [Patient Name]! We’ve noticed it’s been a while since your last appointment. Your well-being is important to us. Please schedule your session now at [link] or call [Clinic Number].
Clinic name"
1.2 Create an Email Template
Subject Line Suggestion:
“We Miss You at [Practice Name] – Let’s Get You Back on Track!”Email Body Example:
Dear [Patient Name],
It’s been a while since your last appointment, and we want to ensure you continue receiving the care you need. Regular sessions are essential for maintaining your progress. Please click the 'Book Here' button below or call us at [Practice Phone] to schedule your next appointment.
Warm regards,
[Your Practice Team]
1.3 Create a Task for Staff Members
Task Name:
“Reactivation Task”Staff Instructions / Phone Call Script Example:
“Hello, this is [Staff Name] from [Practice Name]. We’ve noticed that you haven’t visited us in a while and want to ensure you’re receiving the care you need. Can we help you schedule your next appointment?”
Purpose:
To personally re-engage patients, address any concerns, and facilitate scheduling.
1.4 Configure Task Notifications
Platform Selection:
Choose between Cliniq Apps’ Task Manager or an integrated tool like Asana.
Priority Level:
Set the urgency as Low, Medium, or High.
Assign Receiver:
Decide which team member (practitioner, admin staff, or specific team) will handle the task.
Daily Task Limits:
Establish a cap to prevent staff overload.
Sender Number (Optional):
Use a dedicated SMS number if available; otherwise, use the default.
Save:
Finalize your settings by clicking “Save.”
Step 2: Set Up the Automation
2.1 Navigation and Creation
Access Automations:
In Cliniq Apps, navigate to the Automations section and click “Create New Automation.”
Name the Automation:
Enter “Reactivation 18 to 24 months” (avoid special characters).Organize by Category:
Assign the unsubscription category such as “A” for Recall/Reactivation so it’s easy to manage later.
2.2 Define Automation Type and Recurrence
Select Automation Type:
Choose “Recall/Reactivation.”
Recurring Time Automation:
Enable recurring automation so that every time a patient falls into the 18–24-month inactive bracket, the reactivation process initiates.
Click “Continue.”
2.3 Filter Settings
Target Audience:
Select “Patients with Appointments.”
Clinic Location:
Choose a specific location or “All Locations.”
Configure the Appointment Filter for 18-24 Months Inactivity:
Click the green “and” button and choose “Their Appointment.”
Keep the condition as “More Than.”
Change the time unit from minutes to months, and set it to 18 months.
This condition ensures you focus on patients whose last appointment was more than 18 months ago.
Change “First Appointment” to “Last Appointment.”
Click the white “and” button and choose “appointment date.”
Set the condition to “appointment date is between 24 months ago and 18 months ago.”
This ensures that the automation includes only those patients who are inactive between 18 and 24 months.
Have No Future Appointments:
Click the white “and” button and select “Have no future appointment.”
This ensures that only patients without any upcoming bookings are entered into the automation.
Step 3: Configure Communication Steps
3.1 Send an SMS
Action Path:
Click “then” → “Communicate with my patient or my team,”
Select “Communicate with patient.”
Setup:
Choose “Send SMS” and select the SMS template created in Step 1.
Delay:
Set a delay of 1 hour after the patient enters the automation.
3.2 Send an Email
Action Path:
Click “then” → “Communicate with patient.”Setup:
Choose “Send Email” and select the Email template from Step 1.
Delay:
Set the delay to 7 days after the SMS is sent.
3.3 Notify the Team
Action Path:
Click “then” → “Communicate with my team.”
Setup:
Select "add task" and then add the “Reactivation Task” created in Step 1.
Delay:
Set the delay to 3 days after the email is sent—meaning the task is triggered 10 days after the initial SMS.
Step 4: Finalize and Activate
4.1 Apply Changes
Click “Save Automation” to store your settings.
4.2 Activate the Automation
Click the PLAY (▶️) button to enable your “Reactivation 18 to 24 months” automation.
By integrating this streamlined reactivation automation into your allied health practice—with language that reflects your service offerings—you can effectively re-engage inactive patients, reduce administrative burdens, and drive both patient outcomes and revenue growth.
The behavior of the automation is designed to maximize engagement:
1 Hour After Enrollment: A personalized SMS is sent to prompt immediate awareness.
7 Days Later: An email follows with additional details and a clear call-to-action.
3 Days After the Email (10 Days Total): A team task is triggered, prompting staff to personally reach out if the patient has not responded.
This staggered, well-timed approach ensures that patients receive multiple, reinforcing touchpoints while allowing your team to intervene as needed—optimizing reactivation and ensuring continuity of care.
If you have any questions or need further assistance, please reach out via Cliniq Apps Web Messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
