Top Questions about Reactivating Patients
Why are dormant patients your best audience?
The simple answer is: they know you. Dormant patients have been to your practice, and they find you and your processes familiar. They know your practice is great—they have met your staff, and the care you gave when they visited was excellent. Barriers to a visit for a new patient are already gone: they know your people, procedures, and price. Not to mention, they are in your system—no mounds of health history paperwork to fill out and input. So getting them back is easy for your staff and the patient—in fact, it’s as setting up their next appointment.
Why are they dormant?
Of course, the answer varies from patient to patient. It’s possible they’ve gone dormant because something wasn’t a good fit, but you would be surprised how often it is as simple as this: life got in the way. This is especially true if you are in a field where the care you are providing feels optional—like chiropractic, dentistry, and more. A patient missed an appointment, did not reschedule, and their life moved on. Being busy plagues modern culture, and we often think we can get to things when life gets “back to normal,” without realizing that this is normal. The care you provide is important, but other things that are right in front of them take precedence. Secondarily, they might even feel ashamed that they have not scheduled their next appointment. They missed for a month or two, they didn’t return your voicemails, and they begin to think—will it be like I’m crawling back?
It’s also possible that, with your existing communication system, you have not noticed the patient has gone dormant until you are a distant memory. If you don’t have any automatic communication in place, the process of combing through to reach out to dormant patients might sit low in priority on your staff’s to-do list.
So how can you reactivate a dormant patient?
As we mentioned before, life is busy, and patients in this modern world have a lot of options for information and communication at their fingertips. They don’t need to answer the phone when an unfamiliar phone number calls them for an appointment reminder—and they don’t have time to talk now anyway, so they let your messages with appointment reminders go to voicemail. Their email inboxes are full—if your message even makes its way there in the first place and doesn’t fall victim to a SPAM filter. So what is your best chance of being noticed? A text message.
And not just any text message. You want to send a well-timed, invitational text message that makes it easy for the patient to say “Yes” to. The text message should be sent at just the right time when you are fresh in the patient’s mind. And the tone should be a reach-out with no shame attached, helping the patient to see that this pause in visits is perfectly acceptable and you are happy to have them back. Zingit’s best practices from years of reactivating patients for offices suggest: “Susie, How have you been? We look forward to seeing you again soon. If you’d like, make an appointment now!” With the link right there, a patient just might schedule that appointment.
The best way to make sure this easy reach-out happens with all dormant patients at just the right time is this: use Zingit. With our text-based communications platform, you can set up automatic reactivation messages at just the right time to bring your dormant patients back to your practice. Since the platform offers 2-way communication, if that patient should have a question before setting up that appointment, your staff can be notified and respond in real time—making the likelihood of a scheduled appointment that much higher. In fact, practices that begin using Zingit are often thrilled to see several reactivated patients within a few weeks of getting started.
Are you interested in learning more about Zingit and getting dormant patients back into your practice? Set up a demo today!