This best practice guide outlines how to configure automated SMS and email recalls to manage cancellations, DNAs (Did Not Arrive), and reactivations that you can set and forget.
Recalls are a two-birds-one-stone strategy that can completely transform your operations. Just think about it:
😁 Happy patient - because you're helping them with life admin.
🏩 Happy practice - because you're increasing PVA and generating revenue on autopilot.
This framework considers all three recall scenarios:
😴 DNAs
❌ Cancellations
🔥 Reactivations
Follow our framework and Peptalkr will literally save you hours, generate countless bookings and obviously pay for it's self (multiple times over and then some).
This framework works - we've had 6 years experience and this is what we recommend for nearly all health practices.
Feel free to adjust the intervals, or swap between email and SMS as you please - but this is the proven blueprint for success
Your toolkit for this series:
This toolkit will require you create several Transactional emails + connect triggers to them, and/or create some SMS triggers. Here's the guides for doing those things:
😴 DNA (Did Not Arrive) Sequence
Patients who don't arrive generally aren't doing it on purpose. To reduce DNAs it's recommended to have a standout appointment confirmation, and reminder in place. But for those handful of people who DNA, let's get them back on track with our simple two step recall sequence:
The Immediate SMS
Let DNAs know right away they missed their appointment. An SMS is ideal as it's unlikely to be lost in the inbox. Prompt them to call so you can find out their DNA reasoning and make clear your policies - let them off with a warning if it's their first.
⚡️ Trigger event | Appointment marked DNA ❌ Do not tick the recall box |
🕥 Timing | 5 minutes |
💌 Type | SMS |
Recommended text | Hi [patientfirstname], you had an appointment scheduled for [appointmentstarttime] today. We missed you! Please give us a call on XX XXXX XXXX
Regards, [business] |
The follow up email
Whether they called or not, let's send a gentle nudge to reschedule if they haven't yet done so.
⚡️ Trigger event | Appointment marked DNA ✅ Tick the recall box |
🕥 Timing | 1 day |
💌 Type | |
Recommended subject line | Reschedule your missed appointment |
Recommended text | Hi [patientfirstname], we missed you for your appointment yesterday. We'd like to schedule you back in as a priority. Use the button below to select a new time.
[bookinglink] |
Other suggestions | Include your no show policy to remind them in a friendly way. |
❌ Cancellation Sequence
Keep your cancellations in check. If you're noticing a high volume of cancellations, try reducing your cancellation window or even removing the cancellation button from your confirmations to force them to call to cancel. Then put this in place to re-coup as many as you can automatically.
The cancellation confirmation
Confirm an appointment is successfully cancelled and provide an immediate way to reschedule in one go. These work like a charm!
⚡️ Trigger event | Appointment cancelled ❌ Do not tick the recall box |
🕥 Timing | 5 minutes |
💌 Type | |
Recommended subject line | Your appointment has been cancelled - reschedule here |
Recommended text | Hi [patientfirstname],
We're confirming that your appointment on [appointmentstartdate] at [appointmentstarttime] is cancelled.
You can select a more convenient time using the button below:
[bookinglink] |
The follow up SMS
If they didn't manage to reschedule from step one, let's remind them with a follow up SMS.
⚡️ Trigger event | Appointment cancelled ✅ Tick the recall box |
🕥 Timing | 1 day |
💌 Type | SMS |
Recommended text | Hi [patientfirstname], we hope you're well! Reschedule your cancelled appointment by following this link: [bookinglink]
Hope to see you soon, [business] |
The follow up email
Still no reschedule? Let's send one final reminder by email.
⚡️ Trigger event | Appointment cancelled ✅ Tick the recall box |
🕥 Timing | 7 days (or 3 days) |
💌 Type | |
Recommended subject line | Reschedule your cancelled appointment |
Recommended text | Hi [patientfirstname],
We noticed you're yet to reschedule your cancelled appointment. Let us make it easy for you:
[bookinglink] |
🔥 Reactivation Sequence
Reactivations are a great way to motivate clients to book their next appointment in a way that is helpful and not annoying. Choose your intervals carefully - the below works for *most* clinics, but you know your patient visitation schedules best. Customise the recalls based on the appointment category/modality when needed.
The same day thank you
Thank a patient for their visit, and prompt them to schedule their next appointment if they haven't already.
⚡️ Trigger event | After the appointment ✅ Tick the recall box |
🕥 Timing | 30 minutes |
💌 Type | |
Recommended subject line | It was great seeing you today, [patientfirstname]! |
Recommended text | Hi [patientfirstname],
It was a pleasure to see you again! We're looking forward to your next visit, you can schedule it by clicking this link:
[bookinglink] |
The 30 day SMS
We've given them some time to schedule another, but if 30 days has gone by - let's send an SMS.
⚡️ Trigger event | After the appointment ✅ Tick the recall box |
🕥 Timing | 30 days (reduce to 7 or 14 days if it suits) |
💌 Type | SMS |
Recommended text | Hi [patientfirstname], we're prioritising you as you don't have your next appointment scheduled yet. Book here: [bookinglink]
Reach out if you need anything, [business] |
The 60 day email
Still no reschedule? Let's send one final reminder by email.
⚡️ Trigger event | After the appointment ✅ Tick the recall box |
🕥 Timing | 60 days (Reduce to 30 days if it suits) |
💌 Type | |
Recommended subject line | It's time for your next appointment |
Recommended text | Hi [patientfirstname],
It's been 30 days since we saw you last. Stay on track by scheduling your follow up appointment:
[bookinglink] |
The 90 day SMS
It's been 3 months, now's a good time to send an SMS and grab their attention (and remind them how much time has gone by!)
⚡️ Trigger event | After the appointment ✅ Tick the recall box |
🕥 Timing | 90 days (reduce to 60 days if it suits) |
💌 Type | SMS |
Recommended text | Hi [patientfirstname], it's been 3 months since we saw you. Schedule an appointment right here: [bookinglink]
Hope to see you soon, [business] |
The 180 day email
6 months have flown by - let's touch base with an email.
⚡️ Trigger event | After the appointment ✅ Tick the recall box |
🕥 Timing | 180 days (reduce to 90 days if it suits) |
💌 Type | |
Recommended subject line | 6 months have flown by! See you soon? |
Recommended text | Hi [patientfirstname],
It's been 6 months since we last saw you. We'd love to see you again soon - you can schedule your next appointment here:
[bookinglink] |
The 1 year SMS
It's been a year - let's do one final push by SMS before leaving them be.
⚡️ Trigger event | After the appointment ✅ Tick the recall box |
🕥 Timing | 360 days (reduce to 175 days if it suits) |
💌 Type | SMS |
Recommended text | Hey [patientfirstname]! We last saw you a year ago. Get back on top and book in here: [bookinglink]
We won't SMS you about this again, so we hope to see you soon :) [business] |
The 1 year Email
And now to follow up our SMS with an email not long after
⚡️ Trigger event | After the appointment ✅ Tick the recall box |
🕥 Timing | 365 days (reduce to 180 days if it suits) |
💌 Type | |
Recommended subject line | One year reminder - it's been a while |
Recommended text | Hi [patientfirstname],
A year ago you saw [practitionerfirstname] at [business]. Book another appointment right here:
[bookinglink] |