Patient Reactivation at 18+ Months

Q: Can the automation handle patients without email addresses?

Yes, the system sends SMS messages to patients without email on file and uses SMS as a secondary touchpoint for others, ensuring broad reach.

Q: How does the system know why a patient became inactive?

The automation analyzes patient notes and visit history to infer the likely reason (moved, switched providers, cost concerns, or unknown) and tailors the message accordingly.

Q: What if a patient responds to the reactivation message?

Responses are logged automatically, and for positive replies, an appointment is created in the practice management system with confirmation sent to the patient.

Q: Can we customize the reactivation messages for our practice?

Yes, the system uses approved templates and patient-specific details to generate personalized messages that reflect your practice branding and offers.

Re-engaging patients who have not visited in 18 months or more with a specific reactivation sequence.

858 hrs

Manual time identified

Companies have mapped

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About This Automation

Patient reactivation at 18+ months is the manual process of identifying inactive patients, segmenting them by reason, and sending personalized outreach to encourage return visits. Manual execution is time-consuming, inconsistent, and reaches only a fraction of eligible patients each month.

Automation identifies all inactive patients automatically, segments them by inactivity reason, and sends personalized email and SMS messages on a schedule. The result is faster, wider reach and higher response rates with minimal staff effort.

Key features:

Identify all patients inactive for 18+ months automatically from practice records

Segment patients by inactivity reason to enable targeted messaging

Generate personalized reactivation messages for each segment

Send email and SMS outreach on a consistent schedule

Track responses and log outcomes in a central record

Report campaign performance weekly or monthly

Data insights How it works Apps used What you get FAQ

Top friction points when done manually

The issues teams report most often with this process

#	Friction point	Companies Report This
1	Manual patient list extraction Exporting and cross-checking inactive patients against scheduled appointments is time-consuming and error-prone.	80%
2	Inconsistent patient segmentation Reviewing notes for each patient to determine inactivity reason is subjective and takes significant time.	67%
3	Fragmented outreach channels Managing email and SMS separately across multiple tools requires manual tracking and increases error risk.	53%
4	Response monitoring overhead Checking email replies and voicemails daily and manually logging outcomes is repetitive and inefficient.	40%
5	Limited campaign visibility Compiling weekly or monthly results manually delays insights and makes it hard to optimize messaging.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

8.3/ 10

AI Fit Rating™

8.9/ 10

Automation Lift Index™

8.6/ 10

Hidden Overhead™

7.1/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. Identify Inactive Patientstrigger

Automation queries the patient database weekly to find all patients with no visit or appointment in 18+ months. Results are stored in a shared data table.

2. Segment by Inactivity Reason

The automation reviews patient notes and history to infer reason for inactivity (moved, switched providers, cost concerns, or unknown). Segment tag is added to each record.

3. Compose Personalized Message

The automation generates a personalized email and SMS message for each patient based on their segment, practice branding, and pre-approved templates.

4. Send Email

Automation sends the personalized email to the patient's email address and logs the send timestamp and delivery status.

5. Send SMS

Automation sends a personalized SMS to the patient's phone number and records delivery confirmation.

6. Log Outreach

Automation creates a contact record or updates the existing patient profile with outreach date, segment, and message sent.

7. Generate Weekly Report

Automation compiles outreach volume, delivery status, and response metrics into a summary report and sends it to the practice manager.