Patient Recall & Reactivation

Q: How does the system personalize recall messages?

The automation segments patients by likely reason for inactivity (e.g. completed course, moved away, cost concerns) based on appointment history and notes, then generates tailored messages with appropriate tone and incentives for each.

Q: Can staff still review and approve messages before they are sent?

Yes, the automation can be configured to generate draft messages for staff review and approval before sending, or to send automatically based on pre-approved templates. Your team decides the level of oversight.

Q: What happens if a patient responds to a recall message?

The system tracks all responses and flags patients who have re-booked or engaged with the message. Staff are notified so they can follow up with non-responders or confirm re-bookings.

Q: Does the automation work with our existing scheduling system?

The automation integrates with Acuity Scheduling and other mainstream scheduling platforms via API. It reads patient appointment history and notes, and updates patient records with recall metadata automatically.

Keep your appointment book full by automatically reaching out to patients who are overdue for a follow-up or who have gone quiet.

60 hrs

Manual time identified

Companies have mapped

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About This Automation

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.

Key features:

Automatically identify patients inactive for 60 or more days from appointment history

Segment inactive patients by reason using appointment notes and history patterns

Generate personalized recall messages tailored to each patient segment

Send emails and SMS messages to patients in bulk with full delivery tracking

Log all outreach attempts and update patient records with recall metadata

Monitor patient responses and flag those who have re-booked

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 identification Staff must manually export and review appointment history weekly to identify inactive patients.	80%
2	Inconsistent segmentation Patient categorization relies on staff memory and manual notes, leading to variable message tone.	67%
3	One-by-one outreach Sending emails and SMS individually or in small batches is slow and error-prone.	53%
4	Incomplete tracking Manual logging of outreach attempts is often skipped or delayed, creating data gaps.	40%
5	No systematic follow-up Patient responses are monitored ad-hoc with no scheduled reminders for non-responders.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

9.3/ 10

AI Fit Rating™

8.6/ 10

Automation Lift Index™

8.2/ 10

Hidden Overhead™

6.5/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. Weekly Inactivity Checktrigger

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.

2. Segment Inactive Patients

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.

3. Compose Personalised Message

The automation generates a personalised email and SMS message for each patient based on their segment, tone, and any available contact preferences.

4. Send Email

Each personalised email is sent to the patient's registered email address, with a unique tracking link.

5. Send SMS

Each personalised SMS is sent to the patient's phone number, with a link to book or a call-to-action.

6. Log Outreach in Spreadsheet

The automation records the date, method, segment, and message content in a Google Sheet for audit and analysis.

7. Update Patient Record

The patient's record is tagged with the recall date and segment, so staff can see outreach history and avoid duplicate contact.

Most popular tool stack used

— the complete tool combinations companies use

58% of companies

28% of companies

13% of companies

Disclaimer

What you get when you map this process

Everything you need to understand, plan, and build your automation.

ROI and business case

What this process costs today and what changes once it's automated.

Launch schedule

What gets built, in what order, and what success looks like once it's live.

Process runbook

How the automation runs day to day, including exceptions and human decision points.

Developer handover pack

Full build spec, logic, and configuration — ready to hand off without a briefing call.

Integration and connections guide

Every tool connection, credential, and data mapping the build needs.

Test and QA plan

368 hrsIdentified

4Mapped

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Frequently asked questions

Everything you need to know before mapping this process.

What types of patients does the automation identify for recall?

The system identifies all patients whose last appointment was 60 or more days ago and who were not formally discharged. It excludes patients with discharge notes in their record.

How does the system personalize recall messages?

Can staff still review and approve messages before they are sent?

What happens if a patient responds to a recall message?

Does the automation work with our existing scheduling system?

View more FAQs

Process pain:9.3/10

Mapped by:4 Companies

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Page updated 10 August 2026