Updated 2026-07-24 · 3 min read
It's the most common pattern at a physiotherapy clinic: six sessions of a ten-session pack, improvement, and the patient stops asking for slots. They haven't got annoyed or gone elsewhere — it simply doesn't hurt as much any more and life got in the way.
For the clinic it's an unfinished treatment and a pack that will expire. And this is where many clinics do the worst thing possible: nothing, or too much.
Where the line is
Writing to someone to ask whether they'd like to pick up again is reasonable. Writing to them three times, or telling them they «should» carry on, isn't — and in this sector there's an extra reason to be careful: suggesting someone needs more treatment is a clinical assessment, and that isn't done by message.
The wording that works is the one that asks without recommending: «it's been a while since your last session; if you'd like to pick up again, let me know and I'll find you a slot». It doesn't promise, push or insist.
One message, and at most one reminder
One, with a clear answer if they say no. And if they don't reply, a second a few days later saying explicitly that you won't insist any further. That second message recovers more than you'd think, precisely because it closes the door politely.
From then on, silence. Whoever hasn't replied twice isn't going to reply the third time: they're going to block the number.
The pack is a legitimate reason to write
There's an important difference between «would you like more treatment?» and «you have four sessions paid for and they expire next month». The first is a clinical recommendation that isn't appropriate. The second is information about something the patient already bought, and not telling them would be the odd thing.
That's why the notice of a pack about to expire is the one that works best and bothers people least: it doesn't sell anything, it tells them about something that's theirs.
And some won't come back, and that's fine
A patient who finishes their process and doesn't need more sessions is a good result, not a loss. A clinic that treats every discharge as a leak ends up with communication that shows it, and whatever shows doesn't come back or recommend you.
The follow-up that works is the one that leaves the door open, not the one that pushes people back inside.
How ClaudIA does it
In physiotherapy there's no automatic recall by default, and that's a decision, not an oversight: writing six months later to someone who's already fine to ask whether they'd like to book is exactly what this vertical doesn't do.
What there is, is the pack notice: when sessions are left and the expiry date is near, the assistant says so and offers slots to use them. One message, with the option of saying no, and no insisting afterwards.
Questions clinics ask
Does ClaudIA write to former patients on its own? In physiotherapy, not by default. The only notice that goes out on its own is the one about a pack with unused sessions close to its expiry, which is information about something already bought.
Can a recall-type follow-up be switched on? The vertical's settings have it switched off on purpose. It's a product decision: suggesting more treatment to someone who's already fine is a clinical assessment and isn't done by message.
How many times can you write to someone who doesn't reply? One message and, at most, a reminder that says explicitly you won't insist further. The third time you lose the contact, you don't recover it.
What's done with the sessions left if the patient doesn't come back? Whatever the clinic's policy says, written in advance: refund the unused part, keep it until expiry or no refund. Improvising it each time is what leads to complaints.