Multilingual reactivation
Patient reactivation software is used to contact previous patients about booking again. For a multilingual clinic, software selection includes the languages available for messages and replies.
Start with the languages the clinic needs and the contact process it wants to run. A translated message does not show whether the software can handle a reply or pass a booking request to reception.
Language preferences
Check preferred language in existing booking and enquiry records. If it is missing, ask the patient instead of inferring it from their name or nationality. Define who the clinic will contact and the purpose of the booking message.
- Check the preferred language in booking and enquiry records.
- Group the contact list by confirmed language preference.
- Prepare and review a booking message for each language.
Review each message in the language it will be sent in. Check the clinic name, contact details, booking request and reply instructions.
Software checks
Ask the supplier to demonstrate messaging and reply handling in the languages the clinic uses. Test how a reply reaches reception and how a booking is recorded. Check any connection to the existing booking system before relying on it.
Test a message and a reply in each required language before starting a campaign.
For automated messages, check the send schedule, how the clinic stops further messages and who handles replies. Keep unresolved replies visible to the reception team.
Reception handover
Agree who owns the campaign and who handles booking requests. Keep reactivation messages about communication and booking. Clinical questions belong with the appropriate healthcare professional.
- Name the person responsible for campaign replies.
- Record the message language and booking status.
- Agree how reception takes over unresolved booking requests.
Record the message language and the patient reply with the booking request. The reception team needs to see what has already been sent before replying or offering an appointment.
Campaign measurement
For each campaign, count people contacted, replies, bookings and attended visits. Use the same date range and counting rules when comparing campaigns.
| Record | What to count |
|---|---|
| People contacted | Distinct recipients of the campaign message. |
| Replies | Recipients who replied during the campaign date range. |
| Bookings | Appointments recorded from the campaign. |
| Attendance | Those appointments recorded as attended. |
A reply or a booking is not attendance. Record each separately.
Review the campaign audience, messages and recorded results before changing the next campaign. A difference between language groups does not prove that language caused it.
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