Patient Re-Engagement. Know who you’re losing — before you lose them.
Every practice quietly loses patients it never meant to. So we built a steady, humane cadence: at 90 days, a warm check-in; at 180, a stronger nudge; at 365, marked inactive — with dignity. Plus protocol-specific attrition detection for the protocols that are hardest to stay with.
90d warm → 180d stronger → 365d inactive, with dignity
—— Why We Built It
It started with a report no one wanted to run twice.
Operations managers kept pulling the same lists by hand: who’s still active — and, more importantly, who are we losing? The answers were always a little too late. By the time a patient showed up on the “lost” list, the moment to reach out warmly had usually already passed.
So we turned that report into a quiet, automatic rhythm. At 90 days, a warm check-in. At 180 days, a stronger nudge. At 365 days, marked inactive — with dignity. And because some treatment paths are simply harder to stay on, we added protocol-specific attrition detection for difficult protocols. Caring follow-through, without anyone having to remember.
—— What It Does
The right reach-out, at the right distance.
90 days — warm check-in
A gentle, friendly hello when someone’s been away a while — soon enough that it feels like care, not collections.
180 days — stronger nudge
If they’re still away at six months, the outreach steps up — a clearer, warmer invitation to come back before the gap widens.
365 days — inactive, with dignity
After a year, the patient is marked inactive respectfully — your records stay honest, and the relationship is closed with grace, never abruptly.
Protocol attrition detection
Some protocols are genuinely hard to stay on. The system watches those more closely — flagging drop-off specific to difficult treatment paths.
The report, now automatic
The “who are we losing?” question that ops managers ran by hand is answered continuously — and acted on — without anyone pulling a list.
Reads your Cerbo activity
It works from the visit history already in Cerbo — so “active,” “at risk,” and “inactive” reflect your real record, not a guess.
Retention, With Care
Follow up like you’d want to be followed up with.
Re-engagement doesn’t have to feel like marketing. A warm check-in at the right moment can be the reason someone returns to the care they need — and when it’s truly time to let go, doing it with dignity is its own kind of respect. This is retention that honors the relationship.
Reach out in time. Let go with grace.
Cerbo is the best EHR in functional medicine. Always has been. Always will be.