3.5.1 Patient Engagement Tactics¶
Retention, Loyalty, and Relationship-Building Campaigns¶
Prepared by: King Ting – IT & Operations Consultant Date: May 2026
1. Executive Summary¶
This document provides the tactical implementation plan for patient engagement – the practical campaigns, workflows, and systems that keep existing patients connected to Supreme Dental.
While 3.5 Patient Communication Intelligence provides the infrastructure (data ownership, vendor flexibility, headquarters visibility), and 3.5.2 Dentally Capability Reference provides the capability baseline (what Dentally already covers and where gaps remain), this document provides the applications that run on that infrastructure (or can be deployed independently).
Supreme Dental has now confirmed that its current practice management software is Dentally by Henry Schein One. That changes the recommended starting point for this document. The first question is no longer "which engagement tool should we buy first?" It is "which engagement capabilities already exist in Dentally today, which are enabled, and which gaps remain?"
Core Objective: Retain existing patients, increase referrals, and build long-term relationships through automated, personalised communication.
💡 Relationship to Communication Intelligence (3.5): These tactics can be delivered: - Through the middleware (for data ownership and vendor flexibility) – recommended for long-term value - Through standalone tools (for faster implementation) – acceptable for pilot or if middleware timeline is longer
With Dentally now confirmed, there is also a third path: use Dentally-native capabilities first, then add middleware or standalone tools only where they create additional value.
The choice depends on Supreme Dental's priority: speed, current Dentally capability, and long-term control.
2. Why Patient Engagement Matters¶
The Business Case¶
| Metric | Industry Benchmark | Impact of Poor Engagement |
|---|---|---|
| Patient retention rate | 60-70% (typical) | Losing 30-40% of patients annually |
| Cost to acquire new patient | 5-7x retention cost | Wasted marketing spend |
| Referral rate | 15-20% of new patients | Missed growth opportunity |
| No-show rate | 10-15% | Lost revenue, wasted time |
The Opportunity¶
"Engaged patients stay longer, refer more, and cost less to serve. Yet most clinics focus almost exclusively on new patient acquisition."
For Supreme Dental across 20+ clinics, improving patient engagement by just 10% could mean:
- Hundreds of additional returning patients per year
- Dozens of additional referrals per month
- Significant reduction in no-show revenue loss
3. Engagement Tactics Overview¶
graph TD
subgraph Tactics["Patient Engagement Tactics"]
A[Appointment Reminders]
B[Post-Visit Follow-up]
C[Loyalty & Referral Program]
D[Reputation Management]
E[Personalised Health Tips]
F[Birthday & Anniversary Messages]
end
subgraph Channels["Delivery Channels"]
A1[SMS]
A2[Email]
A3[Voice/WhatsApp]
end
subgraph Outcomes["Business Outcomes"]
O1[Lower no-show rate]
O2[Higher retention]
O3[More referrals]
O4[Better reviews]
end
Tactics --> Channels --> Outcomes
style Outcomes fill:#e8f5e9,stroke:#2e7d324. Tactic 1: Appointment Reminders¶
Objective¶
Reduce no-shows and last-minute cancellations by ensuring patients remember their appointments.
Current Challenge¶
| Issue | Impact |
|---|---|
| Dentally reminder configuration status unknown | Cannot know whether quick wins already exist |
| Manual reminder calls take staff time | 5-10 minutes per patient |
| No-show rate unknown at HQ level | Cannot measure or improve network-wide |
| No preference management | Patients overwhelmed by calls, under-notified by SMS |
Proposed Solution¶
Start with a Dentally capability and configuration audit. If Dentally already supports reminders, recalls, confirmation status, and no-show tracking for Supreme Dental's current setup, enable and standardise those first. Only add external tooling or middleware where Dentally does not meet the operational or reporting requirement.
Automated appointment reminder sequence:
graph LR
A[Appointment Booked] --> B[48hr reminder<br/>SMS + Email]
B --> C[24hr reminder<br/>SMS only]
C --> D[2hr reminder<br/>SMS optional]
D --> E[Missed appointment?<br/>Follow-up SMS]Reminder Templates¶
48hr Reminder (SMS):
Supreme Dental: [Patient Name], your appointment is
[Day], [Date] at [Time] at [Clinic Location].
Reply CONFIRM to confirm or RESCHEDULE to change.
Reply STOP to opt out of SMS reminders.
48hr Reminder (Email):
Subject: Your upcoming appointment at Supreme Dental
Dear [Patient Name],
This is a reminder of your appointment:
Date: [Date]
Time: [Time]
Location: [Clinic Address]
Provider: [Dentist Name]
Please reply to this email or call [Clinic Phone] if you need to reschedule.
We look forward to seeing you!
Best regards,
Supreme Dental Team
24hr Reminder (SMS):
Supreme Dental reminder: Your appointment is tomorrow
at [Time] at [Clinic Location]. Reply CONFIRM or call
[Clinic Phone] to make changes.
Missed Appointment Follow-up (SMS):
Supreme Dental: We missed you at your [Date] appointment.
Reply BOOK to schedule a new time or call [Clinic Phone].
No hard feelings – we're here when you're ready.
Success Metrics¶
| Metric | Baseline | Target |
|---|---|---|
| No-show rate | [Unknown] | <5% |
| Confirmation rate | [Unknown] | >80% |
| Staff time saved | [Current] | 10+ hours/week |
Implementation Options¶
| Option | Timeline | Pros | Cons |
|---|---|---|---|
| Dentally-native workflow | 1-5 days | Fastest path if already licensed/configured, lower staff friction | Subject to module availability, licensing, and current setup |
| Through middleware | 4-6 weeks | Data owned, fully customisable, better HQ visibility | Requires middleware first |
| Standalone tool (e.g., DrKing.ai) | 1-2 days | Fast, proven templates | Risk of duplicating Dentally, vendor lock-in, data not owned |
5. Tactic 2: Post-Visit Follow-up¶
Objective¶
Check in with patients after their appointment to ensure satisfaction and address concerns before they leave negative reviews.
Current Challenge¶
| Issue | Impact |
|---|---|
| No systematic follow-up visible to HQ | Missed opportunity to address issues consistently |
| No satisfaction measurement | Cannot track quality trends |
| Complaints surface on Google/Facebook | Reputation damage |
Dentally note: If Dentally already supports post-appointment communication, surveys, or recall workflows through current modules or integrations, those should be assessed before introducing a second system.
Proposed Solution¶
Automated post-visit follow-up sequence:
graph LR
A[Appointment Completed] --> B[24hr check-in<br/>SMS/Email]
B --> C{Satisfied?}
C -->|Yes| D[Request review<br/>48hr later]
C -->|No| E[Escalate to clinic manager]Follow-up Templates¶
24hr Check-in (SMS):
Supreme Dental: How was your appointment with
[Dentist Name] today? Reply HAPPY if all went well,
or call [Clinic Phone] if you'd like to share feedback.
We value your opinion!
24hr Check-in (Email):
Subject: How was your visit to Supreme Dental?
Dear [Patient Name],
Thank you for visiting Supreme Dental [Clinic Location] today.
We would love to hear about your experience. Please take 30 seconds to let us know:
👉 [Link to satisfaction survey]
Your feedback helps us improve.
Warm regards,
Supreme Dental Team
Review Request (SMS) – for satisfied patients:
Supreme Dental: We're glad you had a good experience!
Would you mind sharing a review?
[Google Review Link] or [Facebook Review Link]
Thank you for helping others find us!
Escalation (Internal) – for unsatisfied patients:
[ALERT] Unsatisfied patient at [Clinic Location]
Patient: [Name]
Phone: [Number]
Appointment: [Date] with [Dentist]
Action required: Clinic manager to call patient within 24 hours.
Success Metrics¶
| Metric | Baseline | Target |
|---|---|---|
| Patient satisfaction score | [Unknown] | >4.5/5 |
| Issue resolution rate | [Unknown] | >90% before public review |
| Review volume | [Current] | 3-5x increase |
6. Tactic 3: Loyalty & Referral Program¶
Objective¶
Encourage repeat visits and word-of-mouth referrals through a structured, rewarding program.
Current Challenge¶
| Issue | Impact |
|---|---|
| No formal loyalty program | Patients have no incentive to return |
| Referrals happen by accident, not design | Inconsistent growth |
| No tracking of who refers whom | Cannot reward or measure |
Proposed Solution¶
Simple, points-based loyalty program:
graph LR
A[Patient Action] --> B[Earn Points]
B --> C[Points to Rewards]
C --> D[Patient Returns]
D --> APoints Structure¶
| Action | Points | Notes |
|---|---|---|
| Complete scheduled appointment | 100 | Automatic |
| Bring a referral who books | 200 | Manual entry or unique code |
| Leave a Google review | 50 | One-time per review platform |
| Birthday visit | 50 bonus | Automatic |
| Complete 5 visits | 250 bonus | Automatic |
Reward Structure¶
| Points | Reward | Cost to Clinic |
|---|---|---|
| 200 | Free fluoride treatment | Low |
| 500 | $50 credit toward treatment | Medium |
| 1000 | Free check-up and clean | Medium |
| 2000 | Free whitening treatment | High |
Referral Tracking¶
Two approaches:
| Approach | Pros | Cons |
|---|---|---|
| Unique referral codes | Trackable, automatable | Requires system |
| Patient asks, staff records | Simple | Manual, error-prone |
| QR code on receipt | Easy for patient | Requires printing |
Recommended: Start with simple staff-recorded referrals, migrate to unique codes via middleware.
Dentally note: Before building custom loyalty or referral mechanics, confirm whether Dentally already supports enough recall, referral, or patient tagging capability to run a lightweight pilot without introducing a separate platform.
Success Metrics¶
| Metric | Baseline | Target |
|---|---|---|
| Referral rate | [Unknown] | 20% of new patients |
| Repeat visit rate | [Unknown] | 70%+ |
| Program participation | 0% | 30%+ of active patients |
7. Tactic 4: Reputation Management¶
Objective¶
Systematically collect positive reviews and address negative feedback before it becomes public.
Current Challenge¶
| Issue | Impact |
|---|---|
| Reviews happen randomly | Inconsistent online reputation |
| No response to negative reviews | Damage goes unmitigated |
| No tracking of review volume | Cannot measure improvement |
Proposed Solution¶
Automated review request and monitoring system:
Before introducing a separate review platform, assess whether Dentally or its existing integrations can trigger post-visit communications and whether Supreme Dental needs only central reporting and escalation on top.
graph LR
A[Satisfied patient identified] --> B[Review request sent]
B --> C{Patient posts review?}
C -->|Yes| D[Track and thank]
C -->|No| E[Reminder after 7 days]
F[New review detected] --> G{Negative?}
G -->|Yes| H[Alert clinic manager]
G -->|No| I[Auto-thank response]Review Request Templates¶
SMS (post-visit):
Supreme Dental: We hope you're happy with your treatment!
Please share your experience: [Google Review Link]
Your feedback helps other patients find us. Thank you!
Email:
Subject: Help others find Supreme Dental
Dear [Patient Name],
We're glad you chose Supreme Dental for your care.
If you have a moment, please share your experience on Google:
🔗 [Google Review Link]
Your review helps other patients in [Location] find quality dental care.
Thank you for being part of our community.
Best regards,
Supreme Dental Team
Response Templates¶
To positive reviews (automated):
Thank you for your kind words, [Name]! We're so glad you had a positive experience at Supreme Dental [Location]. We look forward to seeing you again. - The Supreme Dental Team
To negative reviews (alert + manual response):
[ALERT] Negative review detected for [Clinic Location]
Reviewer: [Name]
Rating: [X/5]
Content: [Text]
Action required: Clinic manager to respond within 24 hours.
Success Metrics¶
| Metric | Baseline | Target |
|---|---|---|
| Monthly review volume | [Current] | 3-5x increase |
| Average rating | [Current] | 4.5+ |
| Response rate to negative reviews | [Unknown] | 100% within 24 hours |
8. Tactic 5: Personalised Health Tips¶
Objective¶
Keep Supreme Dental top-of-mind between appointments by sharing relevant, educational content.
Current Challenge¶
| Issue | Impact |
|---|---|
| No communication between appointments | Clinic is "out of sight, out of mind" |
| Generic content only | Low engagement |
| No segmentation | Wrong content for wrong patients |
Proposed Solution¶
Segmented, automated health tip campaigns:
graph TD
subgraph Segmentation["Patient Segmentation"]
S1[Paediatric patients<br/>Children]
S2[Orthodontic patients<br/>Braces/Invisalign]
S3[Periodontal patients<br/>Gum health]
S4[Cosmetic patients<br/>Whitening/veneers]
S5[General patients<br/>Preventative]
end
subgraph Content["Content by Segment"]
C1[Teeth brushing tips<br/>Fun facts]
C2[Braces care<br/>Retainer reminders]
C3[Gum health tips<br/>Flossing techniques]
C4[Whitening maintenance<br/>Stain prevention]
C5[Check-up reminders<br/>General hygiene]
end
Segmentation --> ContentContent Calendar (Monthly)¶
| Week | Segment | Topic | Channel |
|---|---|---|---|
| Week 1 | All | "Did you know? [Dental fact]" | SMS |
| Week 2 | Paediatric | "Tips for brushing with toddlers" | |
| Week 3 | Orthodontic | "Foods to avoid with braces" | SMS |
| Week 4 | General | "6-month check-up reminder" | SMS+Email |
Sample Templates¶
General Tip (SMS):
Supreme Dental Tip: Change your toothbrush every 3 months!
Bristles wear out and become less effective.
Reply TIPS for more oral health advice.
Paediatric Tip (Email):
Subject: Making brushing fun for kids
Dear [Parent Name],
Getting kids to brush can be a challenge. Here are 3 tips from our paediatric dentists:
1. Let them choose their toothbrush (character brushes work!)
2. Use a 2-minute sand timer or song
3. Brush together as a family
Need more help? Reply to this email or call [Clinic Phone].
Best regards,
Supreme Dental Team
Success Metrics¶
| Metric | Baseline | Target |
|---|---|---|
| Open rate (email) | N/A | 40%+ |
| Click-through rate | N/A | 5%+ |
| Unsubscribe rate | N/A | <1% |
| Appointment booking lift | [Unknown] | 5%+ from campaigns |
9. Tactic 6: Birthday & Anniversary Messages¶
Objective¶
Build emotional connection with simple, thoughtful messages on special dates.
Current Challenge¶
| Issue | Impact |
|---|---|
| No recognition of birthdays | Missed opportunity for goodwill |
| No awareness of patient anniversaries | Cannot celebrate relationship milestones |
Proposed Solution¶
Automated birthday and anniversary messages.
Birthday Message (SMS):¶
Happy Birthday from Supreme Dental, [Patient Name]!
🎂 Reply BDAY by [Date] for a free birthday toothbrush
and toothpaste at your next visit.
Birthday Message (Email):¶
Subject: Happy Birthday from Supreme Dental!
Dear [Patient Name],
Wishing you a very happy birthday from all of us at Supreme Dental!
As a birthday gift, mention this email at your next appointment
to receive a free electric toothbrush upgrade.*
(*While supplies last. One per patient.)
Best wishes,
The Supreme Dental Team
Anniversary Message (SMS) – 1 year since first visit:¶
Supreme Dental: It's been one year since your first visit!
Thank you for trusting us with your smile.
Reply THANKYOU for a $20 credit toward your next treatment.
Success Metrics¶
| Metric | Baseline | Target |
|---|---|---|
| Open rate | N/A | 60%+ |
| Redemption rate | N/A | 10-20% |
| Patient sentiment improvement | [Unknown] | Measured via survey |
10. Implementation Phasing¶
Phase 1: Dentally Audit and Quick Wins (Month 1)¶
| Tactic | Tool | Timeline | Effort |
|---|---|---|---|
| Dentally capability audit | Dentally workflows, modules, reports | 3-5 days | Low |
| Appointment reminders | Dentally first, then external tool only if needed | 1-5 days | Low |
| Birthday messages | Dentally or simple automation | 1-2 days | Low |
Deliverable: Confirmed current-state capability map and first live engagement workflows without unnecessary tooling overlap.
Phase 2: Gap Closure and Pilot Workflows (Month 2-3)¶
| Activity | Timeline | Effort |
|---|---|---|
| Close Dentally configuration gaps | 1-2 weeks | Low-Medium |
| Pilot external tools only where Dentally is insufficient | 1-2 weeks | Medium |
| Define HQ reporting requirements | 1 week | Low |
Deliverable: Working pilot model with clear separation between native capability, external add-ons, and true platform gaps.
Phase 3: Middleware and HQ Visibility Layer (Month 3-4)¶
| Tactic | Now Powered By | Value |
|---|---|---|
| All reminders | Dentally + middleware reporting | Full control with HQ visibility |
| Post-visit follow-up | Dentally, middleware, and AI where needed | Automated satisfaction |
| Loyalty program | Middleware + database | Tracked, rewardable |
| Health tips | Segmentation | Personalised |
| Review management | Middleware + alerts | Proactive |
Deliverable: Complete engagement system with Dentally-aligned operations and a Supreme-owned insight layer.
11. Implementation Pathway: Pilot-First with DevOps Guardrails¶
To turn this strategy into tangible results quickly — while maintaining flexibility and data ownership — we propose a pilot-first rollout using an intelligent patient communication platform (e.g., DrKing.ai) as the initial execution vehicle.
Why a Pilot-First Approach?¶
| Principle | How We Apply It |
|---|---|
| Validate before scaling | Test core features on 1 clinic for 30 days before group rollout |
| Own your data | All patient interaction logs exported daily to Supreme Dental's cloud storage |
| Avoid lock-in | Configuration stored as code; integrations abstracted behind internal API |
| Measure ROI early | Dashboard tracks: missed-call recovery, booking conversion, staff time saved |
Phase 1: Pilot Clinic Setup (Weeks 1-4)¶
| Week | Activity | Platform Feature Leveraged | DevOps Guardrail |
|---|---|---|---|
| 1 | Select pilot clinic + define success metrics | N/A | Git repo initialised for clinic config; IaC module scaffolded |
| 2 | Deploy platform + configure SMS/email templates | Automated reminders, missed-call recovery | Terraform/Ansible module for repeatable setup; secrets managed via Vault/SSM |
| 3 | Connect to calendar + Xero via webhooks | Booking sync, invoice triggers | Idempotent sync jobs + error alerting; middleware layer abstracts integrations |
| 4 | Train staff + go-live + monitor dashboards | AI chat, review requests | Grafana dashboard per clinic; daily JSON/CSV exports to Supreme's cloud |
Phase 2: Evaluate & Decide (Week 5)¶
- Review pilot KPIs against baseline:
- Missed-call recovery rate (% → booked)
- Appointment conversion from new leads
- Estimated staff time saved on admin tasks
- Patient satisfaction (review volume/score)
- Document lessons learned and config refinements
- Decide: Scale (roll out to 3 more clinics), Pivot (adjust features), or Pause (reassess)
Phase 3: Scale with Guardrails (Weeks 6-12)¶
- Use GitOps + feature flags to manage multi-clinic configs:
# environments/supreme-cbd/config.yaml features: ai_voice_receptionist: true review_automation: true limits: sms_quota: 1000 - Negotiate group pricing using pilot data as leverage
- Maintain canonical data schema for future portability:
{ "clinic_id": "supreme-cbd", "event_type": "missed_call_recovery", "patient_phone": "+614XX...", "outcome": "booked_appointment", "timestamp": "2026-04-19T14:30:00Z", "source_platform": "drking" }
Vendor-Agnostic Design Principles¶
Even while using DrKing.ai as the pilot platform, we ensure Supreme Dental retains strategic optionality:
| Principle | Implementation |
|---|---|
| 🔹 Data Portability | Daily JSON/CSV exports to Supreme's cloud account (S3/Azure Blob); schema documented for future migration |
| 🔹 Config as Code | All clinic settings stored in Git — not just in vendor UI; changes reviewed via PR |
| 🔹 Abstracted Integrations | Middleware layer (Python/Go serverless) sits between platform and internal systems (Xero, PMS, calendar) |
| 🔹 Observability | Grafana dashboard per clinic; alerts for anomalies; weekly ROI reports |
| 🔹 Exit Strategy Documented | "Swap patterns" defined for migrating to alternative platforms or in-house solutions |
💡 Key Message: We're not buying a tool — we're building a repeatable, auditable, scalable patient engagement infrastructure. The platform is just the first component.
12. Business Benefits & Outcomes¶
| Benefit | Explanation |
|---|---|
| Higher Retention Rates | Engaged patients are more likely to return |
| Improved Appointment Adherence | Automated reminders reduce no-shows by ~30% (industry benchmark) |
| Increased Referrals | Satisfied patients recommend your practice; review generation boosts local SEO |
| Stronger Patient Relationships | Personalized communication builds trust and loyalty |
| Lower Acquisition Costs | Retaining patients costs 5-7x less than finding new ones |
| Strategic Flexibility | Data ownership + config-as-code = freedom to switch tools or build in-house later |
13. Timeline: Milestone – Patient Engagement System by Q4 2026¶
| Quarter | Activity |
|---|---|
| Q2 2026 | Pilot 1 clinic with automation platform (30-day validation); evaluate ROI |
| Q3 2026 | Scale to 3-5 clinics based on pilot success; refine configs via GitOps |
| Q4 2026 | Group-wide rollout + optimization; launch loyalty/referral program |
Quarterly reports will track progress and identify opportunities for improvement.
14. Compliance & Security Considerations¶
- All patient interaction data is non-clinical (no health records) — reduces compliance scope
- Data exports encrypted in transit (TLS) and at rest (AES-256)
- Access controls: role-based permissions + 2FA for admin interfaces
- Audit trail: all config changes logged in Git; all patient interactions timestamped and exportable
- Data residency: exports stored in Australian cloud regions (Sydney/Melbourne) to meet APPs requirements
11. Tool Options (Vendor vs. Build)¶
| Tactic | Dentally / Native Option | Vendor Option | Build via Middleware | Recommendation |
|---|---|---|---|---|
| Appointment reminders | Possible native workflow, subject to setup | DrKing.ai, Twilio, MessageMedia | Yes | Audit Dentally first |
| Post-visit follow-up | Possible native workflow or integration, subject to setup | DrKing.ai, SurveyMonkey, Typeform | Yes | Use Dentally if adequate, otherwise build where data ownership matters |
| Loyalty program | Limited / unknown | LoyaltyLion, Yotpo (retail-focused) | Yes | Likely custom if pursued |
| Review management | Possible trigger point, subject to setup | Podium, Birdeye | Yes | Check Dentally first, then add reporting/escalation |
| Health tips | Limited / unknown | Mailchimp, Klaviyo | Yes | Add only after core workflows stabilise |
| Birthday messages | Possible basic automation, subject to setup | Simple automation | Yes | Use simplest available path |
Hybrid Recommendation¶
| Phase | Approach |
|---|---|
| Immediate (Month 1) | Audit and enable Dentally-native capabilities first |
| Medium-term (Month 2-3) | Add external tools only where Dentally leaves a clear operational gap |
| Long-term (Month 4+) | Build middleware for HQ visibility, owned reporting, and advanced orchestration |
12. Success Metrics Dashboard¶
Weekly Dashboard¶
| Metric | Target | Current | Status |
|---|---|---|---|
| Reminder confirmation rate | >80% | [TBD] | ⚠️ |
| No-show rate | <5% | [TBD] | ⚠️ |
| Post-visit survey response | >30% | [TBD] | ⚠️ |
| Review volume (weekly) | 5-10 | [TBD] | ⚠️ |
Monthly Dashboard¶
| Metric | Target | Current | Status |
|---|---|---|---|
| Patient satisfaction | >4.5/5 | [TBD] | ⚠️ |
| Referral rate | >20% | [TBD] | ⚠️ |
| Repeat visit rate (6 months) | >70% | [TBD] | ⚠️ |
| Loyalty program participation | >30% | [TBD] | ⚠️ |
| Review rating average | >4.5 | [TBD] | ⚠️ |
13. Risks and Mitigation¶
| Risk | Mitigation |
|---|---|
| Engagement fatigue (too many messages) | Start with essential messages only (reminders, check-in). A/B test frequency. Allow opt-outs. |
| Low response rates | Test different message content, timing, and channels. Iterate based on data. |
| Vendor lock-in | Use middleware from the start OR plan migration path. Document all integration points. |
| Data privacy concerns | Obtain explicit consent for SMS/email. Provide easy opt-out. Store data securely. |
| Staff resistance to new system | Involve clinic managers in design. Show how it saves them time. Train thoroughly. |
| No-shows still high after reminders | Add human follow-up for high-risk patients. Implement deposit for repeated no-shows. |
14. Next Steps¶
Immediate (This Week)¶
- [ ] Select pilot clinic for engagement tactics
- [ ] Choose first tactic to implement (recommended: appointment reminders)
- [ ] Audit Dentally modules, workflows, and reports currently enabled
- [ ] Decide on delivery approach (Dentally first vs. external tool vs. middleware)
- [ ] Gather current baseline metrics (no-show rate, review volume, etc.)
Short-term (Next 2 Weeks)¶
- [ ] Set up appointment reminder system (Dentally first, then vendor or middleware if required)
- [ ] Create reminder templates
- [ ] Train pilot clinic staff on new system
- [ ] Launch reminders at pilot clinic
Medium-term (Month 1-2)¶
- [ ] Measure pilot results (no-show rate change)
- [ ] Add post-visit follow-up
- [ ] Begin loyalty program design
- [ ] Plan middleware development for HQ visibility gaps (if still needed)
Long-term (Month 3-6)¶
- [ ] Roll out to all clinics
- [ ] Add personalised health tips
- [ ] Scale loyalty program
- [ ] Full integration with communication intelligence middleware
15. Summary of Tactics¶
| Tactic | Priority | Effort | Impact | Timeline | Delivery |
|---|---|---|---|---|---|
| Appointment reminders | High | Low | High | Week 1-2 | Dentally first |
| Post-visit follow-up | High | Medium | High | Week 3-4 | Dentally or middleware |
| Loyalty & referral | Medium | Medium | Medium | Month 2-3 | Build custom |
| Reputation management | High | Low | Medium | Week 2-3 | Dentally, vendor, or middleware |
| Personalised health tips | Low | Low | Low | Month 3+ | Middleware |
| Birthday/anniversary | Low | Low | Low | Month 1-2 | Dentally or simple automation |
Document Version: 1.0 (Patient Engagement Tactics) Related Document: 3.5 Patient Communication Intelligence Prepared for: Supreme Dental Network Prepared by: King Ting – IT & Operations Consultant
This document is confidential and prepared for internal discussion at Supreme Dental Network.