Follow-up timed to the treatment, not to a generic calendar
A blanket ninety-day reminder is wrong for almost every treatment. Follow-up should be scheduled from the chart: what was delivered, how much, and when it typically warrants review.
- Trigger
- A treatment record is signed
- Owner
- Automated, with exceptions worked by the front desk
- Outcome
- A booked review or a live task in the retention queue
The workflow, stage by stage
- Stage 1
Derive the interval from the chart
Each treatment type carries its own follow-up and review intervals — a two-week neurotoxin check, a filler review, the next session in a laser or peel series, the next cycle of a facial course.
- Stage 2
Send aftercare, then check in
Aftercare goes out on signature. The check-in follows at the clinically relevant point and asks about the treatment actually delivered, referencing areas and products from the chart.
- Stage 3
Offer the right rebooking slot
The rebooking link is pre-filtered to the correct treatment, duration and eligible provider, with the interval window applied so the slot offered is clinically appropriate.
- Stage 4
Escalate what does not convert
No response and no booking after the window closes moves the patient into the win-back queue with the treatment history attached for the call.
Rules the platform enforces
- Intervals live on the treatment type and can be overridden per patient on the chart
- Messaging references the charted treatment, not a generic 'time for your appointment'
- Series treatments track session number and remaining sessions
- Escalation is a queue with owners, not an unattended automation
Frequently asked questions
- Can a provider override the interval?
- Yes. The default comes from the treatment type and can be adjusted on the chart for a specific patient.
- Does this cover multi-session courses?
- Series treatments track session number, remaining sessions and minimum spacing, and the follow-up offers the next eligible date.
- What happens if the patient does not respond?
- They move into the win-back queue with their treatment history attached so the outreach is specific rather than generic.