Did you know that up to 30% of patients cancel their appointments each year, often leaving gaps in your schedule and revenue? Proactively addressing cancellations can boost rebookings and minimize lost revenue. With a well-structured automation system, such as the "Cancellation Rebooker" in Cliniq Apps, you can effectively follow up with patients, streamline communication, and encourage them to reschedule.
Here’s a step-by-step guide to creating this automation:
Step 1: Set Up Messages to Your Patients
SMS: Cancellation Script
Hi {FIRSTNAME},
We noticed you recently canceled your appointment at [CLINIC NAME].
To reschedule at a convenient time, click here: [Booking Link] or call us at [Phone Number].
We're here to help!
Email: Cancellation Rebooker
Subject: We Missed You – Let’s Get You Rebooked!
Hi {FIRSTNAME},
It’s been a few days since your cancellation, and we’d love to see you back. Rebooking is easy!
Just click the BOOK NOW button below or call us directly at [Phone Number].
Thank you for choosing [CLINIC NAME]!
Step 2: Create a Task
Add a task to notify staff about follow-ups for cancellations. Include the Phone Call Script as part of this task for staff to use during follow-ups.
1. Create Script
Name Your Task Communication: Give your task a clear and descriptive name, such as “Follow-Up Call for Cancellation.”
Create Instructions for Staff or a Phone Call Script: Provide a script to ensure consistency in communication.
Sample Phone Call Script
(For staff follow-ups)
Purpose: Include this in your notification task for personalized follow-ups.
Hi {FIRSTNAME}, this is [Your Name] from [CLINIC NAME]. I noticed you canceled your recent appointment and wanted to check in. Is there a specific time we can help you rebook, or do you have any questions about our services?
We're happy to assist with your scheduling needs!
2. Notification Settings
Choose Your Platform:
Task Management Tool: Select Cliniq Apps Task Manager or integrate with Asana.
Configure Notifications:
Priority Level: Set based on urgency.
Receiver: Assign dynamically, e.g., last practitioner, admin staff, or specific team members.
Daily Task Limits: Set a cap to prevent overload.
Select the Sender Number (Optional): If you have a dedicated SMS sender number, select it to display as the sender in your SMS communication. If not, the default number will be used.
Save Task Configuration: Finalize and save.
Step 3: Set Up Automation
1. Navigate to Automations
Go to the Automations section and click Create New Automation.
Name it Cancellation Rebooker (avoid using special characters).
2. Organize by Category
Assign the unsubscription category such as "A" for patient recalls or rebookers for easy future management.
3. Define Automation Type
Select Cancellation Rebooker and choose Recurring Time Automation.
Then click "Continue".
Click SELECT and choose Patients with Appointments.
4. Set Filters
Clinic Location: Select a specific location or choose All Locations if you want the automation to apply across your entire practice.
Click the green "and" button and select "Their Appointment" Filter:
Change "More Than" to "Less Than."
Change the unit from minutes to days and set it to 7 days. This ensures only recent cancellations (within the last 7 days) are included, so your automation targets recent activity instead of going back to when you first started using your practice management software.
Change “First Appointment” to “Cancelled Appointment.”
Click the white "and" button and select "Have no future appointments." This ensures that only patients with no future appointments booked will be included. Patients who cancel one appointment but still have other future bookings will not be part of this automation.
Step 4: Set Communication Steps
1. Send an SMS
Click "then" and select "Communicate with my patient or my team."
Click "then" again and select "Communicate with patient."
Click "send sms" Select the SMS template created in Step 1.
Set the delay to 2 hours after cancellation.
2. Send an Email
Click "then" and select "Communicate with patient."
Click "send email" and choose the Email template created in Step 1.
Set the delay to 4 days after cancellation.
3. Notify Team
Click "then" and select "Communicate with my team."
Add the task created in Step 2.
Set the delay to 2 days after the email, which totals 6 days from the time of cancellation.
Step 5: Finalize and Activate
Apply Changes: Click Save Automation.
Activate Automation: Click the PLAY ▶️ button to enable automation.
By implementing the Cancellation Rebooker automation, you’ll ensure timely follow-ups with patients, significantly improving rebooking rates and maintaining a steady schedule. Cliniq Apps simplifies the process, empowering your practice to reduce revenue loss, enhance patient care, and boost efficiency.
If you have any questions or need assistance, feel free to reach out through Cliniq Apps Web Messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
