A DNA (Did Not Arrive) recall is an automated communication sent to patients who missed their appointments without prior notice. This feature is helpful for maintaining engagement with patients who did not show up for their scheduled appointments.
There are several ways you might choose to communication with a DNA patient:
Remind them about the last minute cancellation policy.
Check in with them and ask them to call.
Provide them a link to rebook.
These recalls can be configured to be sent either as an email or SMS.
Implementing DNA recalls helps in reducing future no-shows and keeps your appointment schedule efficient and patient-focused.
Here's how to set up a 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.
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.
2. Navigate to the 'Triggers' Tab:
For email recalls, head to the 'Triggers' tab within Peptalkr.
If setting up an SMS recall instead, you would go to the 'Send SMS' tab.
Create a New Trigger:
Click on the purple + button in the top right of the screen and proceed with the following steps, tailoring each part to suit DNA recalls
Step One: Name & Kind:
Give your trigger a descriptive name, e.g., 'Standard DNA recall'
Select 'Automated recurring' as DNA recalls send them selves.
Step Two: Marketing or non-marketing:
DNA recalls are generally 'non-marketing' but if you prefer only those opted in for marketing receive it, you can select 'marketing'.
Step Three: When should it send?:
From the available triggering events, select 'Appointment marked DNA' - this means the trigger will fire when a patient is marked DNA in Cliniko.
Decide how long after the appointment is marked DNA the recall should be sent. Generally, an immediate or short delay is appropriate.
You may choose to tick the 'is this a recall?' box - however, we suggest leaving it unticked as this will ensure it will send even if the patient has an upcoming appointment. DNA recalls are typically meant to notify the patient they missed the appointment, so you'd likely want to send it even if they have another appointment scheduled.
Step Four: Filters to apply:
Filter down who should receive this recall if you want it to only send to patients matching more conditions. Leave blank if it should apply to any DNA appointment.
💡 Want to send a different 'first' DNA recall? If it's their first DNA, you might choose to gently remind them that while you won't apply a fee this time - their next DNA will attract a fee. The steps for this are a little different.
Step Five: Frequency:
Select 'every time the conditions are met' to ensure they'll receive a message each time they miss an appointment.
Step Six: Select your template:
Select the transactional email template you created in step 1.
If sending an SMS you'd simply write in what you want the SMS to say. Use the personalisation dropdown to insert data specific to the patient.
👉 If you can't see your template in your dropdown you may not have pressed the 'Finish' button in the email builder. f this happens, just select any available template and continue, you can edit it and set the correct template before you turn it on. Then navigate back to the email builder and ensuring you hit the 'Finish' button on your draft template.
Step Seven: Summary:
Review all details of your trigger. Once satisfied, press finish to create the trigger. It will be turned off by default.
Step Eight: Summary and Activation:
Test your recall email by pressing the email icon.
If everything looks good, press the switch to turn it on.
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.