Eighteen different reasons a patient stops coming, and they need eighteen different conversations.
A reminder tool knows an appointment exists. It cannot tell the patient who cancelled from the one who finished their plan of care, from the one who came once and never came back. Those are three different people and they need three different messages.
18
campaign triggers, not one
Each one fires on a different situation and says something appropriate to it. Every campaign runs on SMS, email or a voice call, and voice is a real channel here rather than an add-on bolted on later.
Care operations6
- New eval
- No-show
- Overdue plan of care
- Pre-visit
- Post-visit
- Plan-of-care completion
Rebooking4
- Cancelled rebook
- Second visit
- Returner nudge
- Back and joint checkup
Reactivation8
- Standard win-back
- New Year
- Spring
- Summer
- Fall
- End of year
- Promotional
- Long lapsed
What fires each one, and what it says, campaign by campaign.
Messages are categorised, and only marketing ones count against the monthly per-patient cap. A no-show rescue or an overdue plan of care is care, not marketing, so a busy month of reactivation cannot throttle the message that recovers a missed visit today.
The rest of it
It knows which kind of gone a patient is
Active, at risk, lapsed, one-time, discharged. At risk is the one that earns its keep. It flags a patient while they still have visits left, instead of after they have gone. Most tools only tell you who has already lapsed. True, but late.
A real voice call, in both directions
Robin calls no-shows and lapsed patients from your own local number, and answers inbound calls. There is an identity check before any detail is discussed, every call is transcribed and recorded, and calls are scored for compliance with red flags surfaced. Script changes are run against adversarial scenarios before they ship.
Today's Actions, sorted by what they are worth
A daily prioritised list where the highest-value work sits on top, with the contact-safety facts attached to each row so the front desk is not guessing whether someone can be called. It is the screen the day runs on.
Credited on attendance, not on booking
A win is credited when a contacted patient books, then marked again when they attend, and the real collected value replaces the estimate once known. Wins void automatically on a failed re-check. The full method, including the four ways a number like this normally gets inflated, is on the attribution page.
A baseline sealed before anything starts
The Sprint engine locks a 90-day measured baseline, badges each metric as measured, derived or attested, and seals an immutable snapshot at day 55. You are measured against your own numbers from before we touched anything, not against a figure we supply.
Each location measured on its own numbers
One login covers every location. You see the total, and you see each site on its own numbers. A strong location cannot cover for a weak one.
Two things are deliberately not here, because each deserves its own room. How many messages never send and why is on the safety page. How a recovered dollar is counted, and the four ways a number like that normally gets inflated, is on how attribution works.
Questions owners actually ask
- What can Clinic OS Pro do that appointment reminders cannot?
- Tell patients apart. A reminder tool knows an appointment exists. We know the difference between a patient who cancelled, one who finished their plan of care, and one who came once and never came back. Each gets a different message. That is eighteen campaigns, not one reminder with the date swapped.
- Does it make phone calls, or only send texts?
- Both, and voice is a first-class channel rather than an add-on. Robin places outbound calls to no-shows and lapsed patients, and answers inbound calls. Every call is transcribed and recorded, there is an identity check before any detail is discussed, and calls are scored for compliance with red flags surfaced for review.
- How does it know a campaign actually made money?
- A win counts when a patient books, then counts again when they show up. Once we know what the visit really collected, that replaces the estimate. If a re-check fails, the win is removed. You see three numbers, not one: attended, booked but not yet attended, and staff-reported. So you can tell what is real from what is still a guess.
- What is the AT RISK patient status?
- It is the patient who is drifting but not gone yet. Most systems tell you who has already lapsed. That is useful, but late. This one flags them while they still have visits left on their plan.
- Will marketing campaigns eat into my message limits for urgent things?
- No. Only marketing messages count against your monthly cap. A no-show rescue, an overdue plan of care and an appointment reminder are all care, not marketing. So a heavy month of reactivation cannot block the message that saves a missed visit today.
- Does it work across multiple locations?
- Yes. One login covers every location. You get a combined view and a separate one per site, each with its own numbers and its own baseline. No site hides behind an average.
None of this matters until it runs on your list
Twenty minutes, your own numbers, and an honest answer about which of these would actually move anything in your clinic.