Contact patients who have cancelled their plan.

Overview

A cancelled plan isn’t always a lost patient. People move, money gets tight, a course of treatment ends. This template lets your team know the same day, in case a call would help, and sends a friendly invitation back once some time has passed.

Prerequisites

These are the pieces we suggest having ready before you switch this workflow on. Your clinic may set things up differently, so treat the list as a guide.

• A Memberships list that includes:
  • Status attribute for each plan
  • Cancellation reason for each cancelled plan
• Slack connected to Sovica

How to use this template

Once it opens, you’ll see the blocks joined up in order.

1. The Membership cancelled trigger runs when a plan is cancelled, whether a patient does it from their account or your team does it for them. Choose the plans this should cover. Most clinics include every plan, though a short course may not need it. The run reads the cancellation date and the reason from the membership itself, so make sure both are filled in when a plan ends, whoever ends it.
2. The Send Slack Message block tells your team who left, on the day it happens. That matters because the people who see this patient often know the reason before any report does: the clinician who treated them last week, or the receptionist who took their call. A quick word can bring them back, and it costs far less than winning them over a month from now. Pick a channel the care team reads, and pull the plan and the reason from the record, so whoever sees it can decide at a glance whether a call would help. An example message would be:

   {Record > Name} cancelled {Record > Plan} after {Record > Months active} months. Reason given: {Record > Cancellation reason}. Last seen by {Record > Clinician}.

3. The Delay block waits 30 days before anything goes to the patient. An invitation that lands the day after they cancel feels like pressure, while one sent a month later reads as a friendly note. Change the wait if your plans run on a different cycle, or if your team’s calls tend to take longer. A run that has started keeps its own timing, so changes you make here apply to the next cancellation and leave anyone already waiting as they are.
4. The Condition block reads the membership again once the wait ends. It uses the latest status on the record, so anyone your team has already won back, or who has rejoined by themselves, ends the run here and hears nothing more about it. You can add rules at this point too, for instance leaving out patients who moved away or who asked not to be contacted again.
5. The Send Email block invites them back. Keep it short and personal, sign it from someone they’ve met, and make one simple offer, whether that’s a review visit or a way back on to their old plan. Add their name and the name of their last clinician with merge tags, and turn on the opted-in setting if this counts as marketing. An example opening would be:

   Hi {{first_name}}, it’s been a month since you left {Record > Plan}. {Record > Clinician} would be glad to see you again.