Step-by-Step SOP:
Follow-Up Messaging for Missed, Cancelled or Rescheduled Consultations
- If a patient cancels or does not complete their consultation booking, the system automatically sends a follow-up message within 24 hours, including a personalized note and a direct link to reschedule.
- If the patient does not rebook, additional follow-up messages are sent at regular intervals (e.g., every 2–3 days) to remind them to reschedule their consultation.
- Each follow-up message includes the same rescheduling link and emphasizes the benefits of continuing their care process.
- This follow-up sequence continues until the patient successfully rebooks or opts out of further communication.
- Once the patient rebooks, the follow-up sequence stops automatically, and standard confirmation and intake workflows resume.