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Introduction to your patient lists & segments
Introduction to your patient lists & segments

Store and segment your patients into groups

Monique Clark avatar
Written by Monique Clark
Updated over a week ago

Peptalkr stores two separate databases for you:

  1. Your Cliniko database (absolutely everyone in Cliniko) - use for Transactional emails and SMS

  2. Your email marketing database - a list your patients can opt out of which is used for Campaigns and other Marketing emails.

In this article we are talking about the email marketing database - this is what we refer to when we say 'Patient list'.

Your patient list is simply a list of all the patients you can send marketing emails to. You can find this list by going to the Send Email then click on 'Lists & Subscribers' - you'll then see a list called 'Patients'.

The number of patients you see in here is directly impacted by:

  • Whether you are on a free trial
    Users on a free trial are limited to importing a maximum of 250 patients.

  • What setting you have selected for your 'Active Patient Limit'
    When your free trial ends, you'll be able to select how many months worth of patients to import into your marketing list. You can choose from 6, 12, 18 or 24 months - or you can select 'All'.

  • Whether you have selected to honour the email opt in setting in Cliniko.
    This setting is not commonly used as the email opt in setting in Cliniko is not well managed from within Cliniko. Most users will just opt in everyone to Peptalkr then manually import unsubscribes from Mailchimp or another email marketing platform.

Why would I limit the patients I import?

As this is your marketing list - it mightn't make sense to import patients who have not visited in more than 24 months. Another reason you might want to apply a limit is to control your costs - the number of people in your marketing list impacts the price you pay per month for Peptalkr. Read more about how Peptalkr pricing works.

What about non-marketing emails?

Good question. This list is only for marketing emails. Non-marketing emails will not be limited in any way - they will send to exactly who you configure them to send to. Transactional emails are integral to a functioning clinic - so we don't think it'd be fair to limit who receives them. If a patient meets the conditions - they will receive the email.

Think of it this way - we store two databases for you as we mentioned earlier:

  1. Your entire Cliniko database (used for non-marketing emails & SMS)

  2. Your patient list (used for marketing emails)

Both of the above are kept up to date in 5 minute intervals. So if something changes in Cliniko - it will be reflected in both your marketing list, and your entire patient database within 5 minutes.

So how do I segment my email marketing patient list?

We have set up several for you automatically. But of course you can create any number of your own as well.

Segments we have created for you automatically

  1. Appointments - Has an upcoming
    All patients with an upcoming appointment.

  2. Appointments - Has no upcoming
    All patients with no upcoming appointment.

  3. Next App - 1st with anyone
    The patients next appointment is their first with any practitioner. This segments looks for the words 'First' or '1st' or 'Initial' in the treatment name.

  4. Patients - Loyal (More than 10 visits)
    Alll patients who have been in for a total of 10 visits across all appointment categories/types

  5. Recalls (7 - 13 days)
    The patient has not had an appointment in 7 up to 13 days.

  6. Recalls (14 - 29 days)
    The patient has not had an appointment in 14 up to 29 days.

  7. Recalls (30 - 59 days)
    The patient has not had an appointment in 30 up to 59 days.

  8. Recalls (60 - 89 days)
    The patient has not had an appointment in 60 up to 89 days.

  9. Recalls (90 - 179 days)
    The patient has not had an appointment in 90 up to 179 days.

  10. Recalls (over 180 days)
    The patient has not had an appointment in 180 or more days.

🚨 Please do not edit the segments we have created for you! Their names and settings are inextricably linked to Peptalkr's core functions and they may stop working as expected if you edit them.

Segments you create yourself

Want to make more segments? Easy. We have created lots of data points in your patient list you can use to create segments. A list of those data points is below. Some common segments people create are:

  1. Patients of a specific clinic location

  2. Patients of a specific practitioner

  3. New patients

  4. Patients of a specific appointment type or category

  5. Patients that have a specific medical alert in their patient file

  6. Patients who attend group appointments

  7. Female patients or Male patients

But the possibilities are endless, and you can combine segmenting rules (e.g Female patients of a specific practitioner).

You can create segments based on:

And if your business offers more than one appointment category (e.g Chiropractic, Remedial Massage, Phsyio etc) you'll also be able to create segments based on:

  • Last [category] practitioner

  • Primary [category] practitioner

  • Next [category] practitioner

  • Total [category] visits

For example, if you offer both Chiropractic and Physiotherapy - there will be 4 datapoints for each category such as 'Last Chiropractic Practitioner'. These are created automatically whenever you add a new treatment category in Cliniko.

Can I make more recall segments?

We have created 7, 14, 30, 60, 90 and 180 day intervals for you as well as 1 and 2 year recall segments. At this stage it is not possible to create your own but we have included more than enough for marketing purposes.

👉🏼 Remember that we are talking about your marketing list - so these recalls are purely for marketing purposes (some types of reactivations for example). Other recall types (DNA, cancels etc) are transactional and can be configured to any interval - just head to the SMS builder or the Trigger builder.

How to create a segment

To set up a new segment:

  1. Click Lists & subscribers, then select your Patient list.

  2. Click Segments in the left sidebar.

  3. Click Create a new segment in top right of screen

  4. Use the dropdown to select the data point your rule will be based on

After you've selected an attribute, you then need to apply a condition to it to create a rule. For example, the screenshot below shows the attribute "Gender" with the condition "matches exactly".

The value entered is "male", so the rule created for this segment is: gender equals male.

The "matches exactly" condition is not case sensitive, meaning "male" is equivalent to "Male".

You can add more rules on top of this. Simply click the 'and' button to add an additional rule. For example, you may want to create a Segment of all Male patients who have an upcoming appointment. That would look like this:

We use the 'is provided' condition in this instance. If we wanted to target all male patients with no upcoming appointment, we'd have selected the 'is not provided' condition.

Give your Segment a descriptive name such as the one pictured above to make it easy to identify and target this segment with campaigns and automated journeys.

Ok but what does the 'or' button do?

  • Use AND to connect rules when you want to group subscribers who match all of the rules in your segment.

  • Use OR to connect rules when you want to group subscribers who match any of the rules.

Here's an example of using an 'or' rule to target patients who have EITHER the postcode 2570 or 2512:

There are many possibilities when it comes to segmentation. Feel free to chat to our team if you have any questions or would like some guidance.

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