The Reactivation Tool helps your team re-engage inactive patients through an automated, centralized system that updates in real time.

How It Works

Dynamic Reactivation List

The Reactivation Tool automatically generates a list of patients who need outreach.

A patient appears on the list if:

• They have not had a hygiene appointment in the last 6 months.

• A previous follow-up call is due.

When a call is logged:

• The patient is removed from the list across all workstations.

• Notes and outcomes are saved for future reference.

Making Reactivation Calls

Accessing the List

Reactivation → Hygiene

1. Click the green “Make Attempt” button.

2. Review the provided call script before dialing.

3. Complete the Call Form after each attempt.

Completing the Call Form

Record the following:

• Call Result (e.g., voicemail left, appointment scheduled, patient declined).

• Call Back Date (if a follow-up is needed).

• Notes (reason for outcome or additional context).

Once the form is submitted:

• The patient is removed from all reactivation lists.

• The staff member receives automatic credit for the call.

Viewing Past Activity

To view previous calls and notes:

1. Go to the Hygiene Reactivation page.

2. Click Completed in the top-right corner.

   This displays all past outreach activity and notes for each patient.

Managing “Do Not Call” Patients

Refer to this specific article:

📄 How do I deactivate or mark a patient as "do not call"?

Tracking Performance

Metrics

Reactivation performance is automatically tracked in:

• Leaderboards → Reactivation (individual performance)

• Dashboard → Hygiene → Reactivation Calls (overall progress)

Metrics include:

• Number of calls made

• Appointments scheduled

• Voicemails left

• Declined attempts

• Patients marked inactive

Incentives

Managers can create incentive programs based on leaderboard results to encourage consistent outreach.

Patient Status Categories

• Scheduled: Appointment booked during a reactivation call.

• Upcoming: Patient has any future appointment (including reactivated ones).

• Attended: Patient completed their appointment.

All “Scheduled” patients also appear in “Upcoming.”

Setting Up the Reactivation Tool

Before starting, configure the following settings.

Company Settings → Reactivation

Settings to Review

• Outreach: Default follow-up preferences.

• Hygiene: Default reactivation rules and follow-up timeframes.

• Scripts: Edit or create call, text, and email scripts.

• Online Booking: Customize details for email follow-ups.

• Doctor: Adjust participation settings and messaging.

Editing Call Scripts

1. Click Office Icon → Scripts.

2. Select an existing script or create a new one.

3. Update content as needed for clarity and tone.

Tool Limitations

The Reactivation Tool does not:

• Connect directly to the phone system.

• Record calls.

• Automatically place calls.

• Automatically send text messages