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A focused postcard plus front-desk-call playbook designed for one job: bringing back patients who dropped their care plan when their pain comes back.
It isn't that they're cured — it's that they got busy, the copay added up, or the schedule got hard. Then symptoms come back. Your reactivation card is what reminds them you exist.
3 waves over 8 weeks, then a 90-day rest cycle. Below is exactly what mails when, and why.
Headline: "Did your back/knee/shoulder pain come back?" · Offer: Free re-evaluation · QR to online booking.
Symptom-specific copy beats generic "we miss you" framing for PT recall. The patient often dropped care because their acute pain went away — but when it returns, your card is the trigger. The follow-up call is from front desk, warm and empathetic: "Hi [Patient], it's [Front Desk] from [Clinic]. We sent you a card and wanted to check in." About 60% of reactivations come from Wave 1.
Headline: "Finish what you started" · Offer: Insurance benefits reset reminder if applicable, free re-eval otherwise.
Mailed 28 days after Wave 1, only to non-responders. Different angle: patients who didn't complete their care plan are more likely to have flare-ups. The benefits-reset framing works strongly in Q4 ("Your PT benefits reset January 1"). The Wave 2 call is shorter and more direct.
Headline: "Stay strong long-term" · Offer: Wellness check-in or movement screen · "before your file goes inactive" framing.
21 days after Wave 2. Postcard only — no third call. The frame softens to wellness-positioning rather than symptom-focused. After Wave 3, the contact rests for 90 days before re-entering the cycle.
All three waves, the call timing, and copy direction are pre-configured. You only customize the offer (free re-evaluation, free movement screen, etc.) and your clinic branding.
Export lapsed patients from WebPT, Heno, Prompt EMR, Clinicient, or your EMR as CSV. Filter by 'last visit date older than 60 days.' Our import wizard auto-maps the columns.
Wave 1 postcards print and drop into USPS within 1–2 business days. Your call queue populates 10 days after delivery. Wave 2 schedules itself 28 days later, only mailing to non-responders.
Each call has a pre-loaded script written to be HIPAA-safe (no specific diagnoses, just symptoms and general wellness). Front desk logs the outcome. Booked patients drop out of the sequence automatically.
Most PT clinics have 400–700 patients who dropped care in the last 12 months. Here's the math on a 500-patient run:
19:1 ROI on the first cycle — and the rest period means most reactivated patients re-enter the cycle if they lapse again.
Run your own numbers in the ROI calculator.
Free to explore — you only pay when you're ready to send. 30-day money-back guarantee.
Single-wave postcard campaigns · Unlimited contacts · From $1.05/piece
Everything in Free + calls, sequencing · From $0.79/piece
Per-piece pricing includes printing + USPS First-Class postage. No hidden fees.
Drop in your clinic logo, providers, phone, and the symptom hook. The live designer handles the rest.
Lapsed patient reactivation is the highest-ROI PT playbook, but PostKnock also runs new patient acquisition and wellness program promos. See the full lineup on the physical therapy hub.
200–700 patients for the first run. Smaller than 200 and the math gets tight; larger than 700 and the call queue may overwhelm front desk capacity. If you have 1,000+ inactive patients, split into two cohorts and stagger by 30 days.
Yes when written carefully. PostKnock templates reference symptoms in general ("back pain," "knee pain," "shoulder pain") rather than specific diagnoses, treatments, or PHI. The visible front of the card never includes treatment details. Always run any custom messaging past your compliance officer for review.
Free re-evaluation outperforms percentage discounts. Lapsed patients aren't price-shopping — they're inertia-shopping. A free re-eval removes the "what will it cost me" objection and creates a natural reason to call. Save discount offers for Wave 2 if benefits are about to reset.
60–90 days after the last visit is the sweet spot. Earlier than 60 days and they may simply be on a planned break or in maintenance. Later than 120 days and they've fully disengaged. PostKnock automates per-patient timing based on each patient's last-visit date in your CSV.
Yes. WebPT, Heno, Prompt EMR, Clinicient, Net Health, and most major PT EMRs support CSV export of patient demographics with last-visit date. Filter by inactive 60+ days, export with name, address, phone, and last visit, then upload to PostKnock. The import wizard auto-maps columns.
Stop letting patients drift away when their pain comes back. Start running the recall sequence that brings them home.
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1 ANA (Association of National Advertisers), Response Rate Report 2023, published February 2024.