Patient recall and reactivation requires staff to manually export patient lists, identify inactive patients, review discharge status, and segment patients by reason for inactivity. This process is time-consuming and inconsistent, often resulting in delayed outreach and incomplete tracking.
Automation identifies inactive patients automatically, segments them by likely reason, and sends personalized recall messages via email and SMS. The system logs all outreach attempts and updates patient records, ensuring consistent follow-up and accurate tracking.
The full workflow, from trigger to completion.
Every Monday at 08:00, the automation queries the scheduling system for all patients whose last appointment was 60 or more days ago and who do not have a discharge note.
The automation reviews patient notes and appointment history to infer the likely reason for inactivity (completed course, cost concerns, moved, no improvement, other) and assigns each patient to a segment.
The automation generates a personalised email and SMS message for each patient based on their segment, tone, and any available contact preferences.
Each personalised email is sent to the patient's registered email address, with a unique tracking link.
Each personalised SMS is sent to the patient's phone number, with a link to book or a call-to-action.
The automation records the date, method, segment, and message content in a Google Sheet for audit and analysis.
The patient's record is tagged with the recall date and segment, so staff can see outreach history and avoid duplicate contact.
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