One multi-location practice brought back 1,240 patients with recall texts alone, based on our internal data. None of them were new. Every one was already in the database, with a chart, an insurance card on file, and a last visit date that had slipped months into the past.
Most groups have a list like that, and in therapy, PT, and chronic care, it runs longer than anyone likes to admit. A counseling patient finishes six of ten sessions and goes quiet.
A diabetic patient misses the 3-month check, then the 6-month one. AdvancedMD logs each gap with a date and a status, and then nobody calls.
Call it patient panel leakage. Each lapsed record is a plan of care your clinicians built that the patient never finished. Across five or eight offices, the count reaches the thousands, spread over front desks still working through this morning’s voicemails.
Recall work keeps losing to the urgent stuff. Your scheduler at the Eastside office prints the overdue list on Monday. By Wednesday she has made four calls, left three voicemails, and filed the list under a stack of prior auth faxes.
We think patient recall campaigns for multi-location AdvancedMD groups belong in the weekly routine of every office, built from data you already own.
A yearly cleanup comes too late for most of the list. The longer a gap runs, the more time a patient has to find a clinic closer to work, or to decide the problem wasn’t that bad.
That steady, office-by-office outreach is where our 35% reconversion figure comes from. It’s also the cheapest visit your group will ever book, because the patient already trusts the clinician who started their care.
AdvancedMD is good at keeping score. It stores the last visit date, the appointment type, the provider, the office, and every cancel or no-show status. Ask it who hasn’t been seen since June, and the data is there.
Trouble starts after the report runs. Someone has to read it, sort it, and call each name. At a single office, that might be 80 patients. At a six-office group, it can be 1,500 spread across six front desks and a dozen providers.
Few groups give anyone that job. Recall falls to whoever has a free hour, and front desk staff rarely get a free hour. Phones ring, walk-ins arrive, and a patient at the window needs a copay fixed. The list waits.
So the database fills with accurate, unread records. Each one shows exactly when a patient stepped away. None of them get a follow-up call.
Maria, a 48-year-old with low back pain, is on a 12-visit PT plan. She comes to eight sessions. Her pain drops, work gets busy, and she cancels visit nine with a quick call. She fully means to rebook.
Nobody follows up. The cancel sits in AdvancedMD as a status, and the open slot gets filled by someone else.
Four months later, the pain comes back after a weekend of yard work. Maria doesn’t call the old clinic. It’s been a while, she feels a bit awkward, and there’s a new PT office two blocks from her job. She books there.
That new clinic starts from zero: a fresh evaluation, a new plan of care, new insurance checks. Your group loses the last four visits and every visit after. Maria loses months of progress she had already earned.
A shared database makes the leak harder to see. Every office can view every patient, so each office assumes someone else is on it.
Handoffs are where it breaks. A patient sees a provider at Office A, then moves her care to Office C to be closer to home. Office A sees her as transferred. Office C sees her as new and hasn’t built a recall habit with her yet.
Provider turnover does the most damage. When a PT or therapist leaves, their panel stays behind in AdvancedMD.
In an illustrative case, 120 active patients lose the one person they knew at the clinic, and nobody else has met them. Unless someone works that list in the first few weeks, many of those patients drift off.
Central billing won’t catch it either. It sees claims, and a patient with no visits creates no claims to review.
A lapsed patient costs whatever care was left on the plan. This table uses illustrative figures to show how fast it adds up across a group.
|
Lapsed patient type |
Care left on the plan |
Illustrative value |
|
PT patient, stopped at visit 8 of 12 |
4 visits |
$400 at $100 per visit |
|
Therapy patient, stopped at session 6 of 12 |
6 sessions |
$720 at $120 per session |
|
Chronic care patient, 1 year overdue |
2 to 4 follow-ups |
$300 to $600 |
Run that across 300 PT patients like Maria at a six-office group. That’s $120,000 in planned care sitting in the database, before counting any future visits those patients would have booked.
Most group budgets point at new patients. Search ads, directory listings, and referral outreach all chase people who have never walked in.
New patients cost more to seat. Your team has to verify insurance, collect intake forms, build a chart, and book an evaluation visit before any treatment starts. A returning patient skips most of that. Their chart exists, insurance is usually on file, and the clinician already knows the case.
Even so, the back door gets almost no attention at most groups. Nobody owns the lapsed list, so nobody reports on it at the monthly ops meeting. New patient counts show up on a slide every month, while the number of patients who quit mid-treatment rarely makes the deck.
Recall works when it runs on a schedule, with rules, at every office at once. That’s the job of the Panel Recovery Engine inside Curogram. It reads visit data from AdvancedMD, finds the patients who paused, and sends each one a warm text from their home office.
Software handles the list and the first message. The front desk steps in only when a patient replies and wants a time.
For AdvancedMD patient reactivation outreach, this moves the work off the phones. Recall runs as a standing process, like reminders, whether the phones are quiet or not.
Nobody has to wait until after flu season to get to it. It’s the simplest lapsed patient win-back therapy, PT, and counseling groups can run, since the patients and their data are already in the system.
Good recall starts with sorting. A text that fits a PT patient halfway through a series will confuse a patient who came in once for a consult.
Curogram builds segments from fields AdvancedMD already holds:
Mid-treatment dropout recovery gets its own segment, because those patients have the clearest reason to return. A patient 8 visits into a 12-visit plan has a defined gap, and the message can speak to it directly. A patient overdue for a yearly check gets a softer nudge on a longer timeline.
Recall texts read best when they sound like the office the patient remembers. Templates are set once by the group, then each office’s name fills in.
A PT recall might read:
“Hi Maria, it’s Lakeview Physical Therapy. We’d love to help you pick up where you left off. Reply here and we’ll find a time that works.”
That message names the clinic, offers to resume care, and gives one easy action. It leaves out the diagnosis and the visit count. It doesn’t push a sale.
For therapy and behavioral health, templates go even lighter. A check-in like “It’s been a while and we wanted to say hello. Reply if you’d like to set up a time” leaves out the type of care entirely. Anyone who glances at the patient’s phone learns nothing.
Patients open texts from numbers they recognize. For most of them, that’s the clinic down the street where they parked every week.
Curogram sends each recall under the local number of the office that last saw the patient. A patient from the Riverside office hears from Riverside’s own number. When they reply, the message lands in that office’s inbox, where staff who know the schedule can answer.
Local sending counts most at groups that have grown by buying practices. Patients still think of the old clinic name and number. Keeping recall local keeps that trust in place.
Sending 1,500 texts on a Monday morning would bury a front desk in replies. Recall automation text campaigns work better when they drip.
Curogram throttles each office’s sends to match its open capacity. If Office B has 20 open PT slots next week, it sends in batches of about 60, sized so the replies roughly match those 20 slots. Offices with a waitlist can pause recall until slots open up.
When a patient replies, staff see the thread and book the visit in AdvancedMD. The new appointment then flows into Curogram’s reminder sequence, so the patient gets the same confirmations as anyone else.
A patient who just came back is still at risk of a second no-show, so that handoff into reminders matters. Each remaining visit on the plan gets its own confirmation text.
The figures below are illustrative, built on the 35% reconversion rate from our internal data. They show how one recall cycle plays out at a mid-sized group.
Northfield Rehab and Wellness runs six offices on one AdvancedMD database. Its services cover PT, occupational therapy, and outpatient counseling. Leadership wants to know how many patients it lost mid-care over the past six months.
Step 1: Pull the segment. Curogram filters for patients with no future appointment, a last visit between 45 and 180 days ago, and an open plan of care. The query returns 900 patients: 520 in PT, 230 in counseling, and 150 in OT.
Step 2: Match templates to segments. PT and OT patients get the “pick up where you left off” message. Counseling patients get the neutral check-in with no mention of care type.
Step 3: Set the pace. Each office sends in weekly batches sized to its open slots. The two busiest offices start at 30 texts a week. Smaller offices start at 60.
Step 4: Work the replies. Answers land in each office’s inbox. Most say some version of “yes, Tuesdays work.” A few ask about cost or whether they need a new referral. Staff answer those in the thread and flag any that need the billing team.
Step 5: Book and hand off. Staff book the visit in AdvancedMD against the original plan of care where it’s still open. Curogram picks up the new appointment and starts the reminder sequence: a confirmation request a few days out, then a day-before reminder.
Patients who don’t reply get one follow-up text about two weeks later. After that, they rest until the next cycle. Anyone who replies STOP drops off every office’s list for good.
Our internal data shows 35% of recall recipients book within a month. Applied to Northfield’s 900 patients, that’s about 315 booked visits.
|
Segment |
Patients texted |
Booked at 35% |
|
PT |
520 |
182 |
|
Counseling |
230 |
81 |
|
OT |
150 |
52 |
|
Total |
900 |
315 |
Most of those 315 patients still have several sessions left on their plan. If each returning PT patient completes 3 more visits, the PT segment alone adds 546 visits to the schedule.
Automated Recall Campaigns in Curogram turn your AdvancedMD visit history into steady, office-level outreach. You set the rules once at the group level. Each office then runs its own recall under its own number, every week.
Setup takes four steps:
Opt-outs are honored automatically. A patient who replies STOP won’t get another recall from any office in the group. Curogram is HIPAA compliant, and message content stays free of clinical detail.
Results roll up to one view. Leadership can see which offices are recalling, how many patients replied, and how many booked. A regional manager can spot that Office D hasn’t sent a batch in three weeks and ask why.
This is the same feature behind the multi-location case in our internal data, where 35% of recall recipients scheduled within a month and 1,240 patients were seen from recall texts alone.
Your clinicians already did the hard part. They evaluated these patients, built plans of care, and treated them for weeks. Most of the patients who stopped halfway got busy, felt a little better, and never got a call.
Reaching out to them is clinical follow-through. A PT who sees a patient skip three sessions would want someone to check in. A therapist would want a gentle note sent to a client who went quiet. Recall is how a group does that at scale, across every office, without adding a staff member.
AdvancedMD holds your record of the treatment. Curogram sends the patient the invitation to finish it. Both run off the same visit data, so nothing has to be keyed in twice.
Start with one number. Count the patients across your offices who stopped before their plan of care ended. Then count how many of them got a call in the past 90 days. At most groups, the second number is close to zero.
Every name on that list is a course of care someone on your team planned. At a 35% reconversion rate, a list of 1,000 patients means about 350 people back on the schedule within a month.
Book a demo with Curogram. We’ll size your re-engagement opportunity from your own AdvancedMD panel data and model 35% reconversion against it, office by office.