Recall and cancellation fill: patients come back on their own rhythm

A patient comes in for Botox every three months, like clockwork, for two years. Then she gets busy. Twelve weeks pass, then sixteen. Nobody at the clinic notices, because nobody's job is to notice. By the time she thinks of it again, a friend has mentioned a place closer to work.

Somewhere in the clinic there's a printed recall list with her name on it. It was printed in the spring. Nobody had a free afternoon to call down it, and calling down a list isn't anyone's idea of a good afternoon anyway.

Every patient has a rhythm

Recall in an Intuo clinic starts with your own visit history, read from your chart. For each service, Intuo measures how often your patients actually come back. It doesn't use an industry benchmark or a guess: one clinic's Botox patients might return every 13 weeks, another's every 15. Then it looks at each patient against her own usual gap.

A single number fits nobody. A patient who has come every 10 weeks for two years is overdue at 13; one who comes twice a year isn't overdue at all. Measuring each patient against her own gap means the text reaches her around the time she'd have booked anyway, and leaves alone the people who aren't due.

In your dashboard, that shows up in two places. Clients has tabs for patients who are due for recall and patients who have lapsed. Demand Radar shows each service's return cycle, how many repeat patients it's measured from, and who is coming due this month.

Recall, step by step

1. Mon 9:00 AMIntuo lists the patients who are past their own usual rhythm and have nothing booked. This week, that's 14 tox patients.
2. Mon 9:00 AMA recall batch waits in your Queue: who would get a text, and each message word for word, with real openings from your schedule. Nothing has gone out.
3. Mon 12:40 PMBetween patients, you read the batch and approve it.
4. Mon 1:00 PMThe texts go out, up to the daily cap you set, outside quiet hours and never to anyone who has opted out.
5. Mon 1:22 PMOne patient replies that Friday works. She's booked into your EHR with her usual injector, and her deposit lands in your POS.
6. Thu 10:00 AMAnyone who didn't reply gets one gentle follow-up, and then it stops. You signed off on the batch, and Intuo sent only what you'd read.

Nothing goes to your patients until you've read who gets it and what it says.

That's the rule for any message to a patient who didn't contact you first. It sits in the Queue until a person approves it. If you'd rather watch for a while before you trust it, win-back can run as a dry run: the dashboard shows who it would have texted that day, and sends nothing.

The estimated value on a batch is labelled Estimated, because nobody has booked yet. Once those patients come in and pay, the money shows up as Measured, matched to the visit in your POS.

Cancellation fill, step by step

Recall fills next month. Cancellation fill rescues tomorrow.

1. 9:12 AMA patient cancels tomorrow's 2:00, and the slot reopens in your chart.
2. 9:12 AMIntuo texts your waitlist first, then patients who are due for that service, in the order you set.
3. 9:19 AMThe first patient to say yes and pay the deposit is booked into the chart.
4. 9:19 AMEveryone else hears the slot is taken, so two people never show up for one chair. You set the order and how far ahead to offer, once, at setup.

The desk used to find out at 1:55 that the 2:00 wasn't coming. Now the schedule shows a filled slot, and the only sign anything happened is a line in the audit log.

What you decide

• Who gets invited, and how many. You approve each recall batch, and the daily cap keeps the invitations to what your calendar can take.
• What the messages say. You read every one in the preview before it sends.
• Offers. There are none unless you add one. Intuo doesn't discount your work to fill a calendar.
• The order for cancellations. Waitlist first, then patients who are due, or whatever order suits your clinic.

What stays with your team

• Clinical decisions. Your injectors decide every touch-up, and for therapy patients who've been away, your provider decides how they restart.
• Replies that need a person. A patient who writes back with a question or a concern reaches your desk, not a script.
• Opt-outs. A patient who texts STOP stops getting every kind of message from you, and stays opted out.

What it won't do

It won't text your whole list at once. It won't keep texting someone who hasn't answered after one follow-up. It won't send during quiet hours, and it won't send a batch you haven't approved. If you want something bigger, like a campaign to fill a quiet week, that's a separate tool with five steps, the audience and the cost shown before anything sends, and your approval at the end.

Recall and cancellation fill are both switched on at setup. They come with the Growth plan, or as extra jobs on any plan. To see how they fit into a whole day, read a day inside an Intuo clinic.

Start with Gigi, Intuo's AI receptionist, plus one job, free for 48 hours: Book my free 48 hours. Intuo is HIPAA compliant. We sign a BAA with every clinic.