Northfield Dental Group

Reactivating an Inactive Patient Database

Reactivating an Inactive Patient Database

Northfield Dental Group operates multiple UK practices with a large inactive patient database. We implemented an automated email and SMS reactivation system to bring lapsed patients back into appointments, reduce admin workload, and fill diaries without new patient acquisition.

Northfield Dental Group operates multiple UK practices with a large inactive patient database. We implemented an automated email and SMS reactivation system to bring lapsed patients back into appointments, reduce admin workload, and fill diaries without new patient acquisition.

Services

Email reactivation (inactive patient list) SMS recall and re-engagement sequences Segmentation by last appointment date Automated multi-touch follow-up (email + SMS) Compliance-friendly messaging templates + scheduling

Client

Northfield Dental Group

Timeline

Live in 10 days

Overview

Northfield Dental Group had multiple locations and a large patient database built over many years.
Once patients dropped off regular visits, there was no consistent way to bring them back.

Challenge

  • Thousands of inactive patients

  • Manual reminders inconsistent

  • Staff too busy to chase follow-ups

  • Missed revenue from lapsed patients

Solution

We implemented:

  • Automated email + SMS recall sequences

  • Segmentation based on last visit date

  • Gentle re-engagement messaging (not promotions)

Everything ran automatically once launched.

Results

  • Inactive patients booked again

  • Fewer empty appointment slots

  • Admin workload reduced significantly

No new leads were required.

Timeline

10 days from audit to live campaign

Impact

80%

Inactive patients reactivated

80%

Inactive patients reactivated

80%

Inactive patients reactivated

10+

Hours of admin saved weekly

10+

Hours of admin saved weekly

10+

Hours of admin saved weekly

3715+

Email and SMS reminders running automatically

3715+

Email and SMS reminders running automatically

3715+

Email and SMS reminders running automatically

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