Patients you haven't seen in a year are still your patients.
Somewhere in your records are people who came twice, felt better, and never came back for the review they needed. This flow finds them, sends one message from the doctor they remember, and books the ones who reply.
- Built from your own records
- One message, not a campaign blast
- Consent respected
When the last visit date crosses the line you drew.
Every clinic has a lapsed list, but almost nobody can produce it. It lives across an old register, a spreadsheet from the previous software and a few hundred WhatsApp chats. So the list is never called, and the patient who needed an annual eye check or a thyroid review simply drops off.
This flow watches the record. When a patient's last visit is older than the interval you set, for the reason you set, they join the reactivation queue. A thyroid patient with no visit in twelve months qualifies. A patient who came once for a viral fever does not, unless you say so.
Each queued patient gets one message, from the doctor they saw, in plain words. No offers, no urgency. A booking link and a way to say no. Replies go to the front desk, and a reply of 1 books straight into the doctor's calendar.
It reads like the doctor wrote it, because the doctor did.
The wording is the doctor's own, set once per reason. The name, the last visit and the slots come from the record.
- LAPSED 12M · THYROID
- REACTIVATED
- APPT BOOKED
Trigger, message, reply, record.
- 01Nightly check
Trigger
A rule per reason: last visit older than N months, with a given condition tag or visit type. Patients who opted out or asked not to be contacted are excluded.
- 02Once, at your hour
Message
One message from your clinic's number in the doctor's words and the patient's language, with the last visit date and a choice of 1 or 2.
- 03Within the thread
Reply
1 shows slots and books. 2 marks them as seen elsewhere and stops future reactivation. Words go to the front desk.
- 04Automatic
Record
The outcome is noted: booked, declined, no reply. No-reply patients are not messaged again for this reason until the interval you set has passed.
A rule per reason, a message per doctor, a cap per day.
Timing
The lapse interval per reason, the sending hour, a daily cap so the desk is not flooded with replies, and the gap before a patient is asked again.
Language
English or Hindi from the record. The doctor writes both versions once, or writes one and edits our translation.
Opt-out
STOP or 2 removes the patient from reactivation permanently. The record shows it, and no other reason will re-queue them.
Escalation to staff
Name who at the front desk sees replies in words, and who is told when a daily batch finishes so they can follow up by phone.
Reasons
Annual review for a condition, a course that was never completed, a follow-up that was booked and missed. Each has its own rule and wording.
Learn morePer doctor, per branch
The message names the doctor the patient saw and offers slots at the branch they visited, even in a chain.
Learn more
What your clinic sets up before it goes live.
The value of this flow is entirely in the quality of your migrated records, so start there.
- Shared
Migrated visit history
Last visit dates and condition tags for existing patients. We migrate these from your previous EMR or register; typically about two days.
- Your clinic
Consent status on the record
Patients who asked not to be contacted, or whose consent to messaging is not recorded, are excluded until it is.
- Your clinic
Reactivation rules
Pick two or three reasons to start: an annual review, an incomplete course, a missed follow-up. Set the interval for each.
- Your clinic
Doctor's wording
Each doctor writes their message for each reason. It should sound like them, and it should say why the visit matters.
- Your clinic
Daily cap and desk owner
How many messages per day, and who at the desk handles replies in words.
- Shared
Clinic number on SaroConnect
Your WhatsApp Business number verified and connected on setup day.
Your questions answered.
The things clinics ask first.
No. Each patient gets one message, for a clinical reason on their own record, from the doctor who treated them. There is a daily cap and a permanent opt-out.
They are excluded. Saaro records consent to messaging on the patient record; the flow only queues patients whose consent is recorded and has not been withdrawn.
Yes. Rules are by reason, condition tag, visit type, doctor and branch. You can also review the day's queue before it is sent and remove anyone.
Replying 2 records that and removes them from all reactivation reasons. Their record stays; they are simply not contacted again this way.
It works best with them. If you are starting fresh in Saaro, the flow starts producing candidates as soon as your own visit history crosses the intervals you set.
Keep reading.
- FeaturesPatient recordsA record built from every visit, not a spreadsheet row. Prescriptions, reports, notes and follow-ups sit in one timeline, linked to the patient's ABHA if they have one.
- FeaturesMulti-clinicSaaro runs a clinic chain as one system: a shared patient index, doctors who move between branches, billing that stays separate per location, and a single view for the owner.
- AI flowsChronic-care follow-upChronic patients drift. Saaro asks for the reading on WhatsApp at the interval the doctor set, files the number against the visit, and books the review when it is due. Readings outside the range you chose go to the doctor the same day.
- AI flowsNo-show recoveryA reminder that only says 'see you tomorrow' tells you nothing. Saaro's reminder asks the patient to reply 1 or 2, moves the appointment inside WhatsApp if they pick 2, and shows your front desk exactly who has gone quiet.
- SolutionsSolo practiceSaaro gives a single-doctor clinic the record, the prescription and the WhatsApp follow-up in one place, sent from your own number, for ₹1,499 a month.
- Comparevs Practo RayPracto Ray is the most recognised clinic EMR brand in India and it comes with a patient discovery marketplace. Saaro Health is built around the WhatsApp thread your patients already have with your clinic. This page sets out the differences so you can decide for yourself.
Find out how long your lapsed list really is.
Bring an export from your current software to the demo. We'll show you the queue it would produce.