Who counts as lapsed
A lapsed patient is someone whose treatment was not finished and who has no upcoming visit. Not everyone with no booking: a patient you discharged is not lapsed. Use your notes and the plan to tell the difference.
A message that helps, not one that sells
"Hi Sarah, it's Tom from the clinic. Just checking how your shoulder is going since your last visit. If it's still bothering you, you can book here." That is a check-in from their physio, not an advertisement. Keep it short, personal and easy to ignore.
Timing matters
- A week or two after a missed follow-up, while the problem is fresh.
- At the end of a typical recovery window, to check they are on track.
- Once a year for patients with long-term conditions, as a recall.
In Clinidiary, recalls go out on their own at the time you set, by SMS or email, using the patient's ordinary contact consent.
Make booking back easy
Put the booking link in the message. A patient who has to ring during business hours often puts it off. See online booking.
Do not overdo it
One or two follow-ups is care; five is spam. Respect "no thanks" immediately, and never send marketing to someone who has opted out. Your email list is for people who asked to hear from you.
Track what comes back
Count how many lapsed patients rebook after a follow-up. If it is low, change the wording or the timing rather than sending more. See physios who never run out of patients.
Frequently asked questions
Is it okay to contact patients who stopped coming?
Yes, a short check-in about their care is normal practice. Keep it personal, respect opt-outs, and follow privacy rules.
How long after the last visit should I follow up?
Often one to two weeks after a missed follow-up, then at the end of the expected recovery period.
Should recalls be SMS or email?
Use whatever the patient prefers and has agreed to. SMS is usually read faster; email suits longer messages.