She Booked.
The AI Never Stopped Working.
After Brook booked her appointment, the AI kept going. A reminder the night before. A check-in the day after. A recall 30 days later. Every touchpoint personalised, every message sent on time, with no one at the front desk lifting a finger.
The Booking Was Just
the Beginning.
Brook called NorthVill at 8:30 AM. The AI answered, booked her, and sent her confirmation. But the system didn't stop there: it added her to an automated patient lifecycle that runs in the background, indefinitely.
The night before her appointment: a reminder. The day after: a caring check-in. Thirty days later: a recall message that brings lapsed patients back (the ones who meant to come back but never got around to it).
“They actually followed up. And then again a month later. I didn't even have to call. They just knew when to reach out.”
— Brook, 30 days after her first visit
Most Patients Fall Off
Before They're Better
Reminder calls happen when the schedule is quiet, which it rarely is. Most never get made.
Post-visit check-ins don't exist without a protocol. Staff can't call every patient the day after their appointment.
30-day recall relies on staff pulling a report and making personal calls: it happens, at best, once a quarter
Most patients who drop off don't leave because they feel better. They just stop showing up, quietly, before their treatment plan is complete [2]
What It Costs
60%
of patients drop off before completing their treatment plan [2]
71%
fewer missed appointments when automated reminders replace relying on patients to remember [3]
5×
more expensive to acquire a new patient than to retain an existing one [1]
“Retention isn't a phone call nobody has time to make. It's a system that runs whether or not anyone remembers.”
Brook's Entire Patient Journey
Switch between the three stages to see the exact messages NorthVill's AI sends: the night before, the day after, and a month later.
Three Messages.
An Entire Patient Relationship.
24-Hour Reminder
A personalised SMS reminder the night before dramatically reduces no-shows, without any staff making reminder calls or sending manual texts.
Post-Visit Check-In
Asking how the patient feels the day after creates a moment of genuine care, and opens a direct path to rebooking while their experience is still fresh.
30-Day Recall
Most patients fall off after their initial pain subsides. An automated recall message brings them back before they drift to a competitor or stop coming altogether.
Two-Way SMS
Patients reply with a word (CONFIRM, BOOK, YES) and the system responds instantly. No app to download. No form to fill out. It meets them where they already are.
Runs on Every Patient
Every patient who books triggers the same lifecycle automatically. Whether you see 10 or 100 patients a week, nobody falls through the cracks.
Zero Staff Time
No reminder calls. No manual texts. No chasing lapsed patients. The system does it all, and your team focuses on the people already in the room.
Brook Came Back. She Didn't Have to Think About It.
The system handled every communication. Brook just had to reply to a text.
3
Automated Touchpoints
24h
Before-Visit Reminder
30d
Recall Window
0
Staff Hours Used
“Most practices lose patients between visits, not because those patients chose to leave, but because nobody reached out. Automated reminders and recalls turn a one-time booking into a long-term patient relationship.”
Enomis Digital Studio · Scenario 6
Every Patient Deserves
to Feel Remembered
Automated reminders and recall messages keep your schedule full, reduce no-shows, and bring lapsed patients back, without your team sending a single manual text.
Citations
[1] Bain & Company (Frederick Reichheld), widely cited via Harvard Business Review. Acquiring a new customer costs 5 to 25 times more than retaining an existing one.
[2] Shahidi B, et al. "Factors impacting adherence to an exercise-based physical therapy program for individuals with low back pain." PLOS One, 2022. N=2,243. Only 42.7% completed the prescribed program; 13.2% discontinued early after pain improved.
[3] Hasvold PE, Wootton R. "Use of telephone and SMS reminders to improve attendance at hospital appointments: a systematic review." J Telemed Telecare, 2011. 29 studies. Automated reminders reduced missed appointments by 29%.