One record for every enquiry
Every call, message and website form is recorded with the patient's name, source and status: asked, booked, confirmed, attended or rescheduled.
Patient journey, from enquiry to attendance
Reduce patient no-shows by following every enquiry to attendance
We record every enquiry and set who follows it up and when. Then the patient gets a confirmation and an appointment reminder. Fewer people ask and disappear, and fewer book and do not come.
The patient asks, may book, and then does not come
Most organizations follow a patient until the appointment is entered, then wait. The time between the question and the booking, and between the booking and the visit, is nobody's job on the team. An empty slot in the doctor's schedule is time you do not get back.
- Booked appointments where the patient did not come, and nobody called them before
- A patient asked about the price, went quiet, and nobody got back to them
- Follow-up depends on one staff member's memory, and stops when they are away or busy
- The ads report stops at the number of messages and does not say how many patients attended
Where it acts on the patient journey
We work on the gap between booking and attendance, plus follow-up with people who asked but did not book.
- Enquiry
- Response
- Booking
- Attended
What it includes
Follow-up steps for people who did not book
A written sequence with set times: when the staff member calls, when a message goes out, and when the enquiry is closed. You approve the wording before launch.
Confirmation and appointment reminder
A confirmation after booking with the time, branch and directions, a reminder before the visit, and a reschedule option that puts the slot back in the schedule instead of losing it.
Follow-up after a missed appointment
Patients who did not come get a call or message within a day to book again, and we record the reason if they give one.
A CRM with our technology partners
We set up a patient relationship system with our technology partners such as HubSpot, or work on the one you already have if it does the job.
A dashboard for management
Today's enquiries, those waiting for a response, confirmed bookings for each channel, and the attendance rate if we have access to your booking data.
How we work
Trace what happens today
We review a sample of last month's enquiries and see where each one stopped: before the response, after the price, or after the booking.
Write the steps and set up the system
We define the follow-up steps and who owns each one, write the messages, and connect your channels to the system.
Launch with the front desk
Hands-on training for front-desk staff, then a launch in one clinic or branch before rolling out.
Review missed appointments monthly
We read the reasons for missed appointments and the response rates, then adjust reminder timing, message wording and follow-up steps.
How we measure
- Share of enquiries that got follow-up on time
- Share of enquiries that became a confirmed booking
- Missed appointment rate before and after launch, if we have access to your booking data
- Appointments rescheduled instead of lost
- Share of patients who missed an appointment and booked again
Measuring attendance and missed appointments needs booking data from your system. Without it we measure up to the confirmed booking, and the report says so.
Follow-up messages and reminders go only to people who agreed to be contacted, with an easy way to stop them. Your organization owns its patient data, which is handled in line with the Personal Data Protection Law (PDPL).
Frequently asked questions
How much do missed appointments drop after reminders?
It depends on the specialty, the type of appointment and the time between booking and visit, so we do not give a number before we see your data. We measure the missed appointment rate before launch, then compare it every month if we have access to your booking data.
We have a booking system. What do you add to it?
A booking system starts when the appointment is entered. We cover what comes before it, the enquiry and follow-up, and what comes after it, the confirmation, reminder and missed appointment follow-up. We link the two if your system allows.
Which CRM do you use?
We choose based on your size and the systems you already have, and run it with our technology partners such as HubSpot. If you already have a system that does the job, we work on it instead of adding a new one.
Are all follow-up messages automated?
No. Confirmations and reminders are automated. Follow-up with people who asked but did not book, and with those who missed an appointment, is done by front-desk staff using written steps. Automated replies to WhatsApp questions are a separate service with its own page.
Who owns the patient data?
Your organization does. We work on it with the permissions you set, we do not share it with anyone, and we do not message any patient who has not agreed to be contacted.
Find out how many appointments you lose each week
Tell us how you follow up enquiries and appointments today. We will suggest where to start in a free consultation of about 30 minutes.
We reply on the same working day.
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