FOR PHYSIOTHERAPY CLINICS
26.8% Fewer Patients Dropped Out in Their First 3 Visits
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.Baylor made rehabilitation more responsive during treatment and more connected between visits.
What They Changed
• Captured patients’ responses during rehabilitation to personalize their experience.
• Added brief cognitive tasks before physical exercises to increase focus and participation.
• Extended patient support beyond the clinic through a companion app.
How a Smaller Physio Service Improved Retention With Simpler Changes
Follow-Up Missed Appointments Fell 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 THEY 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.
Use Your Own Workflow To Reduce Early Patient Dropout
This workflow is designed to fit with your clinic's existing booking, email, and SMS tools.
01.
AFTER THE FIRST VISIT
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
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
A short message that helps surface confusion, concerns, or hesitation before the patient quietly stops attending.
04.
WHEN PATIENTS DON’T REBOOK
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 Evaluation
Get the system you can adapt to your existing patient journey, without replacing your current booking or communication tools.
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