Checklist
No-show reminder workflow checklist
Use this checklist to tighten confirmation and reminder habits across LINE, Messenger, Instagram, and SMS/phone backups. Designed for clinic ops leads who need a shareable SOP — not a generic “send more reminders” tip sheet.
Updated July 2026
Cite as: Sookly no-show reminder checklist — https://www.sookly.co/en/resources/no-show-reminder-checklist
Principles before templates
- Confirm the appointment in the same channel the patient prefers to reply in.
- One owner owns “did they confirm?” — not three apps with three screenshots.
- Reminders should reduce friction (time, location, prep), not only nag.
- Same-day recovery needs a written playbook before the chair sits empty.
Timeline checklist
| When | Action | Done when |
|---|---|---|
| At booking | Send confirmation with date, time, location, prep notes | Patient can reply YES / need reschedule |
| 48–72 hours before | Reminder #1 + ask for confirmation | Status = confirmed / reschedule / no response |
| Morning of visit | Short reminder with arrival window | Staff know who is still silent |
| 15–30 min late | Recovery message + waitlist fill attempt | Chair either filled or logged as no-show |
| After no-show | Polite reopen + reason tag | Outcome logged for pattern review |
Message checklist (keep short)
- Patient name / preferred greeting
- Exact date and time in local timezone
- Clinic name and branch if multi-site
- What to bring / prep (fasting, photos, deposit already paid)
- How to reschedule in one tap or one reply
- Who to message if running late
Ops ownership checklist
- Named owner for unanswered confirmations each morning
- High-value appointments flagged for personal follow-up
- After-hours auto-reply explains when a human will respond
- Weekly review: no-show rate by channel and by service type
- Waitlist of flexible patients who can fill same-day gaps
FAQ
Most clinics do well with confirmation at booking, one mid-window reminder, and one same-day note. More than that usually means the confirmation step failed — fix ownership before adding messages.