Script for reactivating an inactive HOF patient
Every practice has a silent list: patients who came, were happy and never came back. Most of the time it was not dissatisfaction, it was life getting in the way. A caring message, at the right time and in the right tone, often reopens the conversation.
The key is to adapt the message to the length of absence: someone who disappeared recently gets a different approach from someone who disappeared long ago.
Messages by length of absence
Which tone fits each situation?
| Length of absence | Suggested tone | Focus of the message |
|---|---|---|
| A few months | Light and close | Invitation to reassess |
| About a year | Attentive | Ask how they are |
| A long time | Discreet | Keep the door open |
| Left dissatisfied | Welcoming | Listen, without defending |
How do you get started?
Start with the list of patients whose follow-up is past the agreed interval and send only a few messages per week, so you can answer everyone with attention. For the full strategy, see reactivating inactive patients and follow-up and loyalty. For those who agree to come back, the maintenance message and the follow-up visit provide the next step.
Frequently asked questions
After how long is a patient considered inactive?
There is no single rule. Each clinic defines it based on the follow-up routine for the procedure. Many use an interval of months without an appointment as the criterion.
Can I reactivate a patient who never asked to be contacted?
If they are your patient and gave a contact for follow-up, a caring message tends to be welcome. Always offer the option to stop receiving messages and follow the LGPD (Brazil's data protection law).
Is reactivation advertising?
A message to someone who is already a patient, tied to their follow-up care, is different from an ad. Even so, avoid offers, prices and promises, and follow your professional board's rules.
How many times can I try to make contact?
One or two polite messages are enough. Pushing beyond that is annoying and can lead to complaints.