Prepaid physiotherapy packages decrement automatically at check-in, with the balance shown to the patient after every visit. Two sessions remaining triggers a renewal offer pre-filled with their preferred slots, and packages nearing expiry with unused sessions get a re-engagement nudge — renewals are up 52%.
Typical results
-73%
Packages expiring unused
2 left
Renewal offer trigger
7 hrs/wk
Front-desk time saved
Figures reflect typical results for this kind of automation.
The challenge
Session balances lived in a paper card index and the receptionist's memory. Patients discovered their package had ended mid-treatment, renewals happened only if someone remembered to ask, and packages regularly expired with sessions unused — producing awkward refund conversations and patients who quietly drifted away between treatment plans.
Before and after
Package renewal rate
+52%Packages expiring unused
−73%Front-desk time on balances
−88%The automation
We connected the clinic's booking system to a package-tracking engine that deducts a session at every check-in and shows the remaining balance in the visit confirmation message. When a package hits two sessions left, the patient receives a renewal offer with their preferred days and times pre-filled and a payment link that activates the new package instantly. Packages approaching expiry with unused sessions trigger a re-engagement nudge, and the clinic manager gets a utilization dashboard.
How it works
- 01
Check-in decrements
Each visit checks the patient in and deducts one session from the package balance automatically.
- 02
Balance always visible
Patients see remaining sessions in the confirmation message after every visit — no more front-desk math.
- 03
Two-left trigger
Hitting two remaining sessions sends a renewal offer with the patient's preferred days and times pre-filled.
- 04
One-tap renewal
The patient confirms and pays by link; the new package activates and the next sessions book instantly.
- 05
Expiry rescue
Packages nearing expiry with unused sessions trigger a re-engagement nudge with a direct booking link.
Starts from
- Session check-ins
- Package balances & expiry
Delivers
- Renewal offer with preferred slots
- Expiry re-engagement nudge
- Utilization dashboard
The impact
Package renewals rose 52% — from a third of expiring packages to half — because the offer now arrives at exactly the right moment with slots already chosen. Packages expiring unused dropped from 22% to 6%, balance disputes at the front desk vanished, and reception won back about seven hours a week.
Questions about this automation
How does the system know how many sessions a patient has left?
The booking system is connected to a package-tracking engine. Each check-in deducts one session from the patient's prepaid balance, and the remaining count appears in the visit confirmation message. Staff and patients see the same number, so nobody has to count sessions by hand at the front desk.
When is the renewal offer sent?
When a package reaches two remaining sessions, the patient receives a renewal offer with their usual days and times pre-filled and a payment link. Paying activates the new package and books the next sessions. Packages close to expiry with unused sessions trigger a separate nudge with a direct booking link.
What does the clinic manager see?
A utilization dashboard shows active packages, sessions used, renewals and packages close to expiring, per therapist and per package type, so patients drifting away are spotted early. This is a multi-step build, usually rolled out in stages, starting with check-in deductions and balance messages before renewals and the dashboard are added.