Recall and reactivation messages

• Recall means a patient who is due to come back, such as a regular check-up or a follow-up your practitioner suggested.
• Reactivation means a patient who hasn’t booked for a long time. How long is your decision: [length of time].
• Timing is yours too. Decide how many days or months before or after, and how many messages you send: [timing].
• Keep every message short and friendly. Say “time for your check-in”. Don’t make claims about anyone’s health or what might happen if they wait. Your clinicians decide what care is right for each patient.
• Send one message per channel, then stop. Don’t chase.

Texts and emails need consent where the law requires it. CASL applies in Canada, and it requires more than a simple opt-out for many marketing messages. Check that each patient has agreed to receive messages from you before you send any. Include your clinic name, mailing address, a phone number, email or web address, and an easy way to unsubscribe, and honour opt-outs quickly. This is general information, not legal advice. See /faq/do-i-need-consent-to-email-patients-casl-and-can-spam/

Never include health details in a text or email. Say who you are and offer a way to book.

Hi [Name],

It’s time for your check-in at [Clinic name]. We have times available with [Practitioner] on [days] and you can choose one here: [Booking link].

If you’d rather book by phone, call us on [Phone] and we’ll find a time that suits you.

We look forward to seeing you.

[Name], [Clinic name] [Clinic address] · [Unsubscribe link]

Phone

“Hi, is this [Name]? This is [Name] from [Clinic name]. I’m calling because it’s time for your check-in. Is now a good moment? ... I have [day, time] or [day, time]. Which works better for you?”

If they can’t talk:

“No problem. I’ll send you a text with a link to book whenever suits. Have a good day.”

If it goes to voicemail, leave one message:

“Hi [Name], this is [Name]. Please call me back on [Phone]. Thank you.”

Hi [Name],

It’s been a while since we last saw you at [Clinic name], and we wanted to say hello. If now is a good time for a check-in, you can book here: [Booking link].

A few things that may have changed since your last visit: [new practitioner, new hours, direct billing, new location, online forms].

No pressure at all. If you’d rather not hear from us, use the link below and we’ll take you off our list.

[Name], [Clinic name] [Clinic address] · [Unsubscribe link]

Phone

“Hi, is this [Name]? This is [Name] at [Clinic name]. We haven’t seen you in a while and I wanted to check in. Is now a good moment? ... If you’d like to come in, I can offer [day, time] or [day, time].”

If they say they’d rather not come back:

“Thank you for telling me. I’ll make a note, and you’re always welcome. Take care.”

Send only if the first went unanswered, and only once.

“Hi [Name], a quick follow-up from [Clinic name]. If you’d like to book a check-in, the link is [Booking link]. If not, no worries. [Clinic address], [Phone]. Reply STOP to opt out.”

• The patient has agreed to receive texts or emails from us.
• The message doesn’t mention health, treatment or a condition.
• It includes our name, address and a way to opt out.
• It has a booking link and a phone number.
• We send it once, then stop.
• Opt-outs are recorded the same day.
• Timing agreed by the team: [timing].