Patient Recall & Reactivation

A proactive recall assistant that reaches lapsed and overdue patients with personalised, friendly nudges to rebook their hygiene visit, recovering revenue that quietly walks out the door.

Retention & recall

The pain point

Most practices retain only a little over half of their recall patients. For every 10 due for a clean, 3 to 4 simply never come back, and chasing them by hand never happens.

55 to 65%

of eligible recall patients retained on average; the rest lapse

15 to 35%

of inactive patients re-engaged by a well-run multi-touch campaign

How the chatbot solves it

Watches the PMS for patients due or overdue, then runs a warm, personalised multi-touch sequence over SMS and chat. Patients can book, snooze or opt out in one tap, and the further overdue they are, the gentler and more incentive-aware the message.

Detects

Flags patients due or 6, 12, 18 months overdue from the PMS.

Personalises

Uses name, last visit and usual practitioner for a human tone.

Re-books

One-tap path straight into live availability.

Respects

Easy snooze and opt-out keep it friendly, not spammy.

UX interaction diagram

End-to-end flow from PMS detection through outreach to a reactivated booking or graceful exit.

flowchart TD A([PMS flags patient overdue]) --> B{How overdue?} B -->|1 to 6 months| C[Warm reminder: time for your clean] B -->|6 to 12 months| D[Personalised note + gentle nudge] B -->|12+ months| E[We miss you + re-welcome message] C --> F{Response} D --> F E --> F F -->|Book now| G[Show live slots + confirm] F -->|Not now| H[Snooze - re-touch in set window] F -->|Opt out| I([Suppress + log preference]) G --> J([Reactivated - booked]) H --> A classDef e fill:#f8ebe4,stroke:#b34a39,color:#2e2a26; classDef s fill:#f5e6da,stroke:#c2613d,color:#2e2a26; class I e; class G,J s;

Sample conversation flow

Lapsed patient 7 months overdue, reactivated via SMS recall.

FriendlyBot