From Lapsed to Loyal

Executive Summary

Optima Medical was quietly losing patients who never returned for recommended follow-up care — a clinical continuity risk and a major revenue gap.

Using Curogram’s eCW-integrated SMS recall, the practice reactivated 1,240 lapsed patients in a single campaign cycle, at roughly zero incremental labor cost.

Key Success Metrics

• Reconversion Rate: 35% of lapsed patients who received a recall SMS booked within 30 days — a 3–7× lift over the 5–10% passive baseline.

• Patients Reactivated: 1,240 patients seen from recall messages alone in one campaign cycle.

• Revenue Recovered: An estimated $248,000 at $200/visit (illustrative estimate), with ~$0 incremental staff cost.

“In a multi-location primary care environment, managing lapsed patients manually is an impossible task. By integrating automated recall with our eCW environment, we effectively ‘turned the lights back on’ for 1,240 patients who had fallen out of our care cycle.

We recovered nearly a quarter-million dollars in revenue in a single campaign, but more importantly, we restored clinical continuity for a significant portion of our community.”

- Director of Quality Assurance, Optima Medical

Conclusion

Optima Medical’s recall campaign shows that the cheapest patient to win back is one you already have. By turning the eCW database into an automated reactivation engine, Curogram recovered revenue and restored continuity in a single cycle — building naturally on the same eCW reputation work documented separately for this practice.

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