Healthcare · patient reactivation

Patient reactivation for a dental clinic

Private dental clinic · ~1,900 patients on file

What was stuck

Of roughly 1,900 patients, about 1,700 had gone dormant. Nothing in the operation noticed.

Patient history lived in exports and spreadsheets. The front desk had no way to know who to call, in what order, or what to say.

The clinic's first idea was familiar: "we need a CRM."

01Understand

We didn't start with software. We rebuilt the full patient history and segmented every patient on four dimensions: tenure, recency, frequency, and treatment value.

That analysis changed the question. The clinic didn't need to track customers better—it needed a disciplined way to bring the right dormant patients back.

Success was defined before anything was built: reactivation rate and appointment show rate for a defined pilot group, against a baseline of zero systematic outreach.

02Design

The design was an operating routine: a prioritized daily call list, scripts matched to each patient group, a follow-up cadence, and owner visibility on calls, bookings, and show rates.

Technology was chosen last. The first version ran on a no-code database so the routine could be tested within weeks. Once it proved itself, we moved to a dedicated application with the clinic's own database.

03Build

We built in small verified steps: data model, segmentation rules, daily call list, patient records, import routines, dashboards, and monitoring. The front desk was trained with a written guide.

The pilot targets around 100 dormant patients across four waves. Handover is part of the build: the clinic owns its accounts, data, and a runbook for running campaigns without us.

Measure