A DNA (Did Not Arrive) recall is an automated communication sent to patients who missed their appointments without prior notice. It helps to prevent future no-shows, allows them to re-schedule (if desired) and saves your team time in having to manually follow up those who DNA.
We recommend starting with a standard DNA recall - that sends to any patients who has been marked DNA. This can be in the form of an SMS or an email (or both).
Here's how to set up a catch-all DNA recall via email in Peptalkr, noting that the steps described here are for the email version, but the process is very similar for SMS recalls.
What to say in your DNA recall
How you communicate depends on your clinic policies. You may choose to:
Inform them about your policies.
Ask them to call you ASAP.
Provide them a link to reschedule.
If a first-time DNA is something you let slide, but a repeat DNA is something you prefer to take more seriously, then check out our tutorial for DNA recalls based on count.
What you need to do
To achieve this, you're going to need a few ingredients ready:
A DNA recall email template (we've provided one for you)
Create a transactional email
Connect a trigger to your email
Let's go through the specifics:
Step One: Create a Transactional email
*Skip this step if sending an SMS
Head to the Send Email tab and click Transactional
Then click 
From here you can follow the usual steps to create a transactional email.
1. Create a Transactional email template:
Begin by crafting a dedicated email template for your DNA recalls. In Peptalkr, navigate to the 'Send Email' tab and choose 'Transactional'.
Design your email to convey a thoughtful reminder about their missed appointment and offer easy instructions for rescheduling.
Step Two: Connect a Trigger to your email
Head to the Triggers (or Send SMS) tab and press the 
button to add a new trigger.
Name: Standard DNA Recall
Type: Automated Recurring
Kind: Non-marketing
Triggering event: Appointment marked DNA (incl. recalls)
Timing: 5-15 minutes to send it shortly after they are marked DNA
Recall box: Leave it unchecked
Filters: None are needed. But apply as you require.
Frequency: Every time the conditions are met
Template: Assign the email you created in step one.
If sending an SMS, you simply write what you want the SMS to say at this step.
If sending an SMS, you simply write what you want the SMS to say at this step.
Go ahead and hit Finish - your standard DNA trigger is ready!
💡 Want to send a DNA recall a day or so later rather than or in addition to an immediate notice? You can do that! Just create another email + trigger, but set the timing to 1 day or any amount you choose, and tick the recall box to ensure it only sends if they didn't reschedule already.
Checkout our blueprint for recalls which covers our recommended recall strategy across your DNAs, cancellations and reactivations.
3. Monitor and improve
Over time, monitor the performance of your DNA recall (open rates, click rates and even online booking rates if you have integrated Cliniko bookings with GA4). Then adjust as necessary to improve your no-show rate.
💡 Remember, the key to a successful DNA recall is a balance between reminding patients of their missed appointment and offering a positive, easy path to rebooking. By following these steps, you'll enhance patient engagement and reduce no-shows, keeping your practice's schedule optimised and your patient relationships strong.
FAQs
Will the trigger send to past DNA's when I turn it on?
Will the trigger send to past DNA's when I turn it on?
The trigger will send to DNA's based on your trigger timing from the moment you turn it on, onwards. For example, if your timing is set to 1 hour after - then it will only send to DNA's in the last hour before turning it on + future DNAs.
If you set your timing to 2 days - then it will only send to DNA's in the last 2 days before turning it on + future DNAs.
Will the DNA recall send if they have booked in a replacement appointment?
Will the DNA recall send if they have booked in a replacement appointment?
If you have ticked the recall box during the trigger creation process, then it will only send if the patient has not scheduled or attended another appointment.