Patient reactivation is a critical strategy for maintaining a thriving practice. Research indicates that reactivating inactive patients not only improves continuity of care but also drives revenue growth. For example, clinics that proactively reach out to patients who haven’t been seen in 6–12 months often experience a 25% increase in rebooking rates and enhanced patient satisfaction. With Cliniq Apps, you can set up automated, multi-channel reactivation campaigns that engage your patients through SMS, email, and personalized staff follow-up—ensuring no one falls through the cracks.
Step 1: Compose Messages in “Message Templates”
1. Create an SMS Template
Hyper-Recall Recommendation:
We strongly recommend using Hyper-Recall for maximum engagement. However, you can also include a brief script for standard SMS if needed.
Hyper-Recall Guide:
Click the button below for detailed instructions on configuring Hyper-Recall.
SMS Script Example:
Hi [Patient Name],
We’ve noticed it’s been a while since your last visit at [Clinic Name]. Your health matters to us! Call now at [Clinic Phone] to schedule your next appointment.
2. Create an Email Template
Subject Line Suggestion:
“We Miss You – Let’s Reconnect for Your Health!”Email Body Example:
Dear [Patient Name],
It’s been a while since we’ve seen you at [Clinic Name]. We hope you’re doing well! Our records show that your last visit was between 6 and 12 months ago, and we’d love to welcome you back with some exclusive care tips and offers.
Keeping up with your health is our top priority, and our team is here to support you every step of the way. Schedule your next appointment easily by calling us at [Clinic Phone] or clicking the 'Book Here' button below.
Looking forward to seeing you soon!
Warm regards,
The [Clinic Name] Team
3. Create a Task for Staff Members
Task Name: “Reactivation Task”
Staff Instructions / Phone Call Script:
Hello,
This is [Your Name] from [Clinic Name]. I’m reaching out because we haven’t seen you in a while, and we truly care about your well-being.
We’d like to help schedule your next appointment and answer any questions you might have. When would be a convenient time for you to talk or visit us?
Purpose:
The goal of this call is to personally re-engage the patient, address any concerns they may have, and encourage them to book their next appointment. A warm, personalized approach often increases reactivation success.
4. Configure Task Notifications
Choose Your Platform: Decide whether you’ll use Cliniq Apps’ Task Manager or integrate with a tool like Asana.
Priority Level: Set the follow-ups as Low, Medium or High urgency depending on your clinic’s strategy.
Assign Receiver: Determine who will handle these tasks (practitioner, admin staff, or a specific team member).
Daily Task Limits: Establish a cap on daily tasks to prevent staff overload.
Sender Number (Optional): If you have a dedicated SMS number, select it; otherwise, the system default applies.
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 6 to 12 Months” as the name. (Avoid using special characters.)
Organize by Category
Assign the unsubscription category such as "A" for Recall/Reactivation for easy future management.
Define the Automation Type
Select “Recall/Reactivation.”
Choose Recurring Time Automation
Select the Recurring Automation option. This means patients will receive these notifications every time they fall into the 6–12 month inactivity bracket.
Click “Continue” after selecting Recurring.
Filter Settings: Targeting 6–12 Months Inactive Patients
Patient Filter:
Click “SELECT” and choose “Patients with Appointments.”
Clinic Location:
Select the relevant location or choose All Locations if the automation applies universally.
Configure the Appointment Filter for 6–12 Months Inactivity:
Click the green “and” button and choose “Their Appointment.”
Keep the “More Than” condition as is.
Change the time unit from minutes to months, and set it to 6 months. This condition ensures you focus on patients whose last appointment was more than 6 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 12 months ago and 6 months ago.”
This ensures that the automation does not include patients who have been inactive longer than 12 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 will be entered into the automation.
Step 3: Configure Communication Steps
1. Send an SMS
Action:
Click “then” → “Communicate with my patient or my team.”
Then click “then” again and select “Communicate with patient.”
Select Template:
Choose “Send SMS” and select the SMS template you created in Step 1.
Delay:
Set the SMS to be sent 1 hour after the patient enters the automation.
2. Send an Email
Action:
Click “then” → “Communicate with patient.”
Select Template:
Choose “Send Email” and select the Email template you created.
Delay:
Set the email to be sent 7 days after the SMS, allowing ample time before the next follow-up.
3. Notify Your Team
Action:
Click “then” → “Communicate with my team.”
Add Task:
Add the “Reactivation Task” you created in Step 1.
Delay:
Set the task to be created 3 days after the email. This means the team will reach out approximately 10 days after the initial SMS, giving the patient sufficient time to respond to the email first.
Step 4: Finalize and Activate
Apply Changes
Click “Save Automation” to store your new automation.
Activate Automation
Click the PLAY (▶️) button to enable your “Reactivation 6 to 12 Months” automation.
The “Reactivation 6 to 12 Months” automation is designed to engage patients at the perfect moment—after a significant period of inactivity but before they drift completely away. By first sending a prompt SMS, followed by a thoughtful email and then a personalized follow-up from your team, you create multiple touchpoints that encourage patients to return. This multi-channel approach not only increases the likelihood of reactivation but also reinforces your commitment to patient care. With Cliniq Apps, you can effortlessly automate this process, streamline your workflow, and ultimately grow your practice while ensuring patients receive the care they need.
If you have any questions or need further assistance, please reach out via Cliniq Apps Web Messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
