Workflow · Outbound
No-show follow-up
No-show follow-up helps patients who missed an appointment get back on track. Intavia contacts them and helps them book again, so their care carries on and your team has fewer calls to make.
At a glance
- What it does
- Contacts patients who missed an appointment and helps them rebook
- Channels
- Outbound calls, with additional channels available
- Integrations
- Your practice management system, such as Cliniko
- What you can customise
- Which missed appointments are included, when contact happens, how often patients are contacted and what happens next
- What your team sees
- New bookings in your system, a campaign summary and tasks for anything that needs a person
- Setup
- Done for you by our team, around your missed appointment policy
How it works
No-show follow-up runs as a campaign built around your practice. Our team does the setup work: we agree with you how each situation should be handled, turn that into campaign rules, and Intavia applies them whenever the campaign runs, on a schedule or when an appointment is marked as missed.
- Plan: we agree with you how missed appointments should be followed up, from which ones are included to the next step for every outcome. Our team builds the campaign rules from that.
- Eligibility: Intavia reads appointments marked as missed in your practice system and selects the ones that meet the rules. Each one is checked again before contact, so appointments that have since been updated are left out.
- Contact: patients are contacted within your contact window and any volume limit you set, following the attempt schedule.
- Conversation: identity is confirmed before the missed appointment is mentioned. The call is a supportive check-in, and patients who already have something booked are asked whether they're sorted before anything new is offered.
- Booking: available appointments are offered and booked directly in your system, using the appointment types you allow.
- Outcome: every attempt ends with a recorded outcome.
- Next step: the outcome decides what happens next, such as another attempt, a task for your team or removal from the campaign.
Campaign rules
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Rule | What we agree with you |
|---|---|
| Schedule and triggers | When the campaign runs, such as on a regular schedule or when an appointment is marked as missed |
| Eligibility | Which appointment types and locations are included, how recent the missed appointment is, and any exclusions |
| Contact window | The days and hours contact can happen |
| Volume | The maximum number of patients contacted over a given period |
| Attempts | How many attempts are made, how far apart, and on which channels |
| Booking | The appointment types, clinicians and locations that can be offered |
| Hand-over | The situations that become a task for your team, such as a callback when identity can't be confirmed on the call |
| Fallbacks | Alternative routes that keep things moving, such as offering other times or locations, trying another channel or passing the conversation to your team |
Outcomes
Each outcome has a default next step. Any of them can be changed to suit your practice.
| Outcome | What happens next |
|---|---|
| Rebooked | The new appointment is created in your system |
| Already booked | Recorded, with no further attempts for this missed appointment |
| No answer | The next attempt is scheduled, if any remain, and a follow-up message can be sent |
| Chose not to rebook | Recorded, with no further attempts for this missed appointment |
| Wrong number or opted out | That number isn't contacted again, for this campaign or all your campaigns, as you prefer |
| Needs the practice | A task is created with the details already captured |
Safeguards
- Identity is confirmed before the missed appointment or any other details are mentioned.
- Each missed appointment is checked again before contact, so patients who have already rebooked are left out.
- Patients with an upcoming appointment are asked whether they're sorted rather than booked again.
- Contact only happens inside the agreed window.
- Anyone who asks not to be contacted, or whose number is wrong, isn't contacted again, for this campaign or across all your campaigns, whichever you prefer.
Works together with
- Appointment rebooking: Patients who cancelled are contacted and helped to book again.
- Appointment reminders: Reminders that confirm attendance and handle changes in the same conversation.
- Appointment booking, changes & cancellations: Appointments booked, moved and cancelled during the call, directly in your system.
- Identity verification: Identity confirmed before personal details are shared, including for people calling on someone's behalf.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
FAQs
Calls are the default. Text, email or WhatsApp can be added to the attempt schedule.
As a supportive check-in, without blame. The missed appointment is only mentioned once identity is confirmed, and patients who don't want to rebook can say so without being pressed.
Upcoming appointments are checked, so Intavia asks whether they're sorted instead of offering another booking. The outcome is recorded and no further attempts are made for that missed appointment.
Yes. Tell your support team what you need and they update the campaign. There's nothing for you to configure.