Customer story · Chiropractic · Pretoria
Bringing 3,443 past patients back to Dr Natasha Coetzee's rooms
This is the complete Practice Growth setup, exactly as it runs for her practice — from her old patient list to patients walking through the door, and what happens when they don't.
Where she started
More than 3,443 past patients on file, most not seen in over a year.
Bookings came in mostly by phone, so the diary lived on paper.
No reminders, so missed appointments meant empty slots and lost income.
No way to tell whether marketing actually brought anyone through the door.
What we set up, step by step
Her old patient list, brought back to life
Her past patients were sitting in her accounting system, most not seen in over a year. We uploaded the list from Excel and tidied it first — duplicates, missing emails and medical-aid claim addresses taken out — leaving 3,443 real patients to receive her email.
Only clean, real patient emails are sent.
A warm 'welcome back' email in her name
Her logo, her colours, her words. No hard sell and no discounts — just a friendly note that booking is now easier, with one button to see open times.
An easier way to book your next visit
Dear Magda,
Many of our patients have mentioned that between work, family and busy schedules, finding time to call the rooms during office hours can be tricky.
To make things easier, we have upgraded our practice system. You can now view available consultation times and book your appointment directly online in less than a minute.
View available times & book onlineWarm regards,
Dr Natasha Coetzee Chiropractic
Don't want these emails? Unsubscribe with one click.
Sent safely, a little at a time
Emails go out at up to 70 patients per hour, during the day, so they land in inboxes and not in spam. Patients can opt out with one click.
Today's sending
Up to 70 patient emails per hour, 08:00–18:00
Sending slowly keeps her emails out of spam folders. Anyone can opt out with one click.
Patients book themselves on their phone
Her own booking page shows a 30-minute follow-up or a 45-minute first session. Patients choose a time in under a minute — no app, no password, no phone call during office hours.
Your Partner in Chiropractic Health in Pretoria.
1 · What do you need?
2 · Pick a time · Tue 10 Nov
469 Cliff Avenue, Waterkloof Ridge Ext 2, Pretoria
Reminders so patients actually arrive
Every patient with an email gets a confirmation, a reminder the day before and another two hours before, with directions to the rooms.
Straight away
You're booked with Dr Natasha Coetzee on Tue 10 Nov at 10:00. Add it to your calendar.
The day before
A reminder: your appointment is tomorrow at 10:00. Need to move it? Tap here.
2 hours before
See you at 10:00. Here are directions to 469 Cliff Avenue, Waterkloof Ridge.
One diary she opens with a 4-digit PIN
Phone bookings, walk-ins, blocked time and who attended — all in one place on her phone. Online bookings can never clash with a phone booking.
Today · 5 bookings- 08:30Patient A · Follow-upPhoneAttended
- 09:15Patient B · First consultationBooked onlineAttended
- 10:00Patient C · Follow-upWelcome-back emailBooked
- 11:30Lunch & adminBlocked
- 14:00Patient D · Follow-upBooked onlineBooked
Patient names hidden for privacy.
A missed appointment? The fee is charged and reminded for her
Patients agree to her cancellation policy when they book. If someone doesn't arrive, or cancels less than 24 hours before, she taps "No-show" and a R250 fee is raised straight away. The patient gets an email with a "Pay now" button, followed by friendly reminders on day 7, 14 and 25 — she never has to chase anyone herself.
Tue 10 Nov · 10:00
Patient C · Follow-up
Didn't arrive · no cancellation
Dear patient, we missed you at your appointment on Tue 10 Nov at 10:00.
As agreed when you booked, appointments missed without 24 hours' notice carry a fee of R250.00.
Pay R250.00 nowSent for her, automatically
Day 0
Fee email with “Pay now” button
Day 7
Friendly reminder + pay link
Day 14
Friendly reminder + pay link
Day 25
Final friendly reminder
Still unpaid after 30 days? Ready for debt collection
On day 30 the unpaid fee moves to her collections list, with a 30% collection fee added (R250 becomes R325). Everything the debt collector needs is ready in one file, so handing it over takes one click — not an afternoon of paperwork.
Day 0
Fee raised
Day 7
Reminder
Day 14
Reminder
Day 25
Final reminder
Day 30
Collections
Patient C · missed 10 Nov
Unpaid · day 30- Missed-appointment fee
- R250.00
- Collection fee (30%)
- R75.00
- Handed over
- R325.00
Sample patient and the example R250 fee. Each practice sets its own fee.
The whole journey, looked after for her
From an old patient list to a paid appointment — or a missed fee recovered — every step runs in the background. Her part is a tap in the diary.
- 1Old list tidied
- 2Welcome-back email
- 3Sent safely
- 4Patient books online
- 5Reminders sent
- 6PIN diary
- 7Missed? Fee + pay link
- 8Day 30: collections
Her campaign results
3,443
patient emails sent
1,138
patients opened the email
33%
open rate
11
bookings from the campaign
R6,200
value of those bookings
Figures from Dr Natasha's patient welcome-back campaign. Booking value is the total of the appointments booked through that campaign.
Screens on this page show Dr Coetzee's real branding and email wording. Patient names are hidden, and the diary, reminder, missed-appointment and collections examples use sample appointments and an example fee.
Want the same for your practice?
Practice Growth · R1,999/mo
Everything in Shield, plus we bring past patients back into your diary.