How This PT Provider Reduced Patient Dropout
26.8% Fewer Patients Dropped Out After They Did This...
Patients using Baylor Scott & White Institute for Rehabilitation’s engagement system had a 26.8% lower 1–3 visit dropout rate than patients who did not.
What Baylor Scott & White Did
• Recorded & analyzed patients’ responses during rehabilitation to personalize their experience.
• Added brief cognitive tasks before physical exercises to increase focus and participation.
• Increased patient support beyond the clinic through a companion app.
How Another Physio Service Achieved Success With Simpler Changes
Fewer Missed Follow-Up Appointments (From 23.7% to 13.3%)
• East London’s community MSK physiotherapy service was losing nearly 1 in 4 follow-up appointments.• Patient complaints showed that appointment details could arrive too late and unsuitable times were not always easy to change.
WHAT East London Changed
• Sent a text message when the appointment was booked.
• Sent a second text reminder 2 days before the appointment.
• Automated the reminders through the appointment system instead of relying on staff to send them manually.
• Encouraged patients to choose and book an appointment time that suited them.
• Gave patients enough notice to rearrange an unsuitable appointment before missing it.
Do Something Similar in Your Clinic
Use Your Own Workflow (Not Another APP) To Reduce Patient Dropout
This workflow is free & designed to fit easily with your clinic's existing booking, email, and SMS tools.
01.
Engage AFTER THE FIRST VISIT
Get ready-to-use email and SMS messages that reinforce the treatment plan, explain what happens next, and keep patients connected after evaluation.
02.
SUPPORT BETWEEN VISITS
Use a simple patient-facing page for recovery guidance, exercise and activity questions, appointment information, and what to expect before the next visit.
03.
EARLY PATIENT CHECK-IN
Send a short message that helps surface confusion, concerns, or hesitation before the patient quietly stops attending.
04.
Take Action WHEN PATIENTS DON’T REBOOK
Utilize follow-up messages and timing guidance for patients who cancel without rebooking or leave their evaluation without another visit scheduled.
Show Me How This Fits Into My Current System
Retain Your Patients After The First Few Visits
Get the free system you can adapt to your existing patient journey, without replacing your current booking or communication tools.
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