Research shows that patient reactivation campaigns can boost appointment scheduling by up to 30%, while consistent follow-ups increase patient engagement and retention rates significantly. Automating your reactivation process not only saves time but also ensures that no patient falls through the cracks. With a targeted 12 to 18-month window, you can re-engage those who might be on the verge of disconnecting from your practice—keeping your clinic’s calendar full and your patient relationships strong.
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, 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.
SMS Script Example:
“Hi [Patient Name], it’s been a while since your last visit. We’d love to welcome you back to discuss your ongoing health goals. Call us at [Clinic Phone] or reply to this message.”
Clinic name
2. Create an Email Template
Subject Line Suggestion:
“We Miss You at [Clinic Name] – Let’s Catch Up!”
Email Body Example:
“Dear [Patient Name],
We noticed that it’s been over a year since your last appointment. At [Clinic Name], your well-being is our priority, and we’d love to help you stay on track with your health goals. Please click the 'Book Here' button below to schedule your next visit or call us at [Clinic Phone].
Best regards,
[Your Clinic Team]”
3. Create a Task for Staff Members
Task Name: “Reactivation Task”
Staff Instructions / Phone Call Script:
“Hello [Patient Name],
This is [Staff Member] from [Clinic Name]. We’re reaching out as part of our patient care follow-up. It’s been a while since your last appointment, and we’d love to discuss how we can continue supporting your health.
Can we help you schedule a visit?”
Purpose:
The purpose of this task is to ensure that a personal touch follows up on automated messages. A direct call by your team can address any concerns, clarify information, and facilitate the booking process.
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 (e.g., practitioner, admin staff, or a dedicated 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
1. Navigate to Automations
In Cliniq Apps, go to Automations and click “Create New Automation.”
2. Name the Automation
Enter “Reactivation 12 to 18 Months” as the name. (Avoid using special characters.)
3. Organize by Category
Assign the unsubscription category such as “A” for Recall/Reactivation for easy future management.
4. Define the Automation Type
Select “Recall/Reactivation.”
5. Choose Recurring Time Automation
Select the Recurring Automation option so that patients receive notifications every time they fall into the 12- to 18-month inactivity bracket.
Click “Continue” after selecting Recurring.
6. Filter Settings: Targeting 12- to 18-Month 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 across your practice.
Configure the Appointment Filter for 12- to 18-Month 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 12 months.
This condition ensures you focus on patients whose last appointment was more than 12 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 18 months ago and 12 months ago.”
This ensures that the automation includes only those patients who are inactive between 12 and 18 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
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 for the patient to respond to the initial message.
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 your team will reach out approximately 10 days after the initial SMS, giving the patient sufficient time to respond before a follow-up call is made.
Step 4: Finalize and Activate
1. Apply Changes
Click “Save Automation” to store your new automation settings.
2. Activate Automation
Click the PLAY (▶️) button to enable your “Reactivation 12 to 18 Months” automation.
Once activated, your automation will kick in whenever a patient’s last appointment falls between 12 and 18 months in the past. The initial SMS is sent promptly (after one hour) to quickly re-establish contact. If the patient does not rebook, a follow-up email is sent seven days later, gently reminding them of your care and prompting action. Finally, your team is notified to place a personal call approximately 10 days after the initial message, ensuring that each patient receives both digital and human engagement.
Why This is Beneficial:
Consistent Patient Engagement: Timely reminders keep your patients informed and more likely to schedule their next appointment.
Optimized Staff Workflow: Automating the reactivation process reduces manual follow-up work and ensures no patient is overlooked.
Improved Patient Retention: A well-timed, multi-channel communication approach builds trust and encourages patients to return for continued care.
Data-Driven Adjustments: You can track response rates and adjust the timing or messaging if necessary, refining the process over time.
If you have any questions or need further assistance, please reach out via Cliniq Apps Web Messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
