This comprehensive guide details how to set up the “More Than 24 Months Inactive Reactivation” automation—the final and crucial stage in your multi-phased patient reactivation strategy. While earlier stages target patients inactive for shorter periods (1–3, 3–6, 6–12, 12–18, and 18–24 months), this final step focuses on re-engaging patients who haven’t visited your practice in over two years. These long-lapsed patients represent a significant opportunity: studies indicate that effective reactivation efforts can boost patient return rates by up to 20%, and industry research consistently shows that retaining an existing patient is anywhere from 5 to 25 times more cost-effective than acquiring a new one.
By implementing a multi-channel outreach strategy—combining SMS, email, and personalized staff follow-up—this automation not only reconnects these inactive patients but also enhances overall patient satisfaction and trust. Automated reactivation streamlines your workflow, reduces administrative burdens, and secures substantial revenue gains, often transforming a neglected segment of your patient database into a valuable source of recurring appointments and improved care continuity.
This guide walks you through every essential step—from creating tailored communication templates and staff task protocols to configuring smart automation filters—ensuring that your practice maximizes the benefits of reactivating patients who have been away for over 24 months. With this systematic approach, you’ll strengthen patient relationships, optimize provider schedules, and ultimately grow your practice in a cost-effective manner.
Step 1: Prepare Your Communication Templates and Staff Task
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.
SMS Script Example:
Hi [Patient Name], we noticed it’s been over 24 months since your last visit. Your health matters to us! Reply “YES” to reconnect or call [Clinic Number]. – [Clinic Name]
1.2 Create an Email Template
Subject Line Suggestion:
"We Miss You at [Clinic Name] – Let’s Get You Back on Track!"
Email Body Script Example:
Hello [Patient Name],
It’s been a while since we last saw you, and we genuinely care about your well-being. At [Clinic Name], we strive to provide the best care and support for your health. We’d love to welcome you back with an appointment tailored to your needs. Simply reply to this email, call us at [Clinic Number] to schedule your visit, or click the 'BOOK HERE' button below.
Looking forward to seeing you soon!
Best regards,
[Your Clinic Team]
1.3 Create a Task for Staff Members
Task Name:
“Reactivation Task”Staff Instructions / Phone Call Script Example:
Hello [Patient Name],
This is [Staff Name] from [Clinic Name]. We’ve noticed that it’s been over 24 months since your last appointment. I’m calling to check in, address any concerns you may have, and help schedule your next visit.
How are you doing today?
Purpose:
This task is designed to personally re-engage patients, address any concerns, and facilitate the scheduling of their next appointment.
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 based on your workflow.
Assign Receiver:
Decide whether a practitioner, admin staff, or a specific team will handle these tasks.
Daily Task Limits:
Establish a cap to prevent staff overload.
Sender Number (Optional):
Use a dedicated SMS number if available, or default to your main number.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 more than 24 months” (avoid special characters).
Organize by Category:
Assign the unsubscription category, for example, “A” for Recall/Reactivation.
2.2 Define Automation Type and Recurrence
Select Automation Type:
Choose “Recall/Reactivation.”
Recurring Time Automation:
Enable the recurring automation so that each time a patient’s last appointment exceeds 24 months, the reactivation process is automatically initiated.
Proceed:
Click “Continue.”
2.3 Configure Filter Settings
Target Audience:
Select “Patients with Appointments.”
Clinic Location:
Choose a specific location or “All Locations.”
Appointment Filter for More Than 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 more than 24 months.
Modify “First Appointment” to “Last Appointment” to ensure accuracy.
Ensure No Future Appointments:
Click the white “and” button, select “Have no future appointment.”
This ensures that only patients without any upcoming bookings enter 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 you created in Step 1.1.
Delay:
Set a delay of 1 hour after the patient is entered into 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 1.2.
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 1.3.
Delay:
Set the delay to 3 days after the email is sent (this triggers the task 10 days after the initial SMS).
Step 4: Finalize and Activate
4.1 Apply Changes
Save Automation:
Click “Save Automation” to store all your settings.
4.2 Activate the Automation
Enable:
Click the PLAY (▶️) button to enable your “Reactivation more than 24 months” automation.
Outro
This automation is structured to engage patients who have not had an appointment in over 24 months through a well-timed series of communications. The process starts with an SMS after 1 hour, follows with an email after 7 days, and culminates with a personal staff outreach task triggered 10 days after the initial contact. This layered approach ensures that patients are reminded through multiple channels—maximizing the chances of reactivation while reducing manual effort on your team’s part. Not only does this streamline your outreach, but it also builds trust by showing patients that you value their long-term health and well-being.
If you have any questions or need further assistance, please reach out via Cliniq Apps Web Messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
