When it comes to the patient-provider relationship, communication is key—inside and outside of the clinic. So, it’s important to make sure your external communications are both professional and timely. To that end, we’ve compiled the following email templates physical therapists, occupational therapists, and speech-language pathologists can use when communicating with patients via email—as well as suggestions on when and how to use them:
1. Appointment Confirmation Email
The moment a patient requests an appointment, the clock starts ticking. For some patients, the act of simply reaching out may have required some effort. Others may be shopping around for the right provider—and ensuring you don’t leave them hanging in the wind after they’ve requested an appointment can make or break your future relationship. So, if you can’t respond right away to schedule a consultation, be sure to send patients an email to acknowledge their request:
| Hi there! Thank you for your interest in [Clinic Name]! We have received your appointment request, and someone from our team will reach out to you soon to schedule a time that is convenient for you. If you need any more information—or you’d like to get in touch with us directly—please don’t hesitate to call us at [phone number]. Talk to you soon! In good health, The [Clinic Name] Team |
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2. Intake Reminder Template
Once a patient is on the books, it’s best practice to collect any intake paperwork ahead of time. That way, you can begin the insurance verification process before the patient ever sets foot in your practice. (Side note: Be sure the patient submits any information containing protected health information [PHI] through a secure document portal!) If you don’t receive the patient’s paperwork right away, send him or her a gentle reminder prior to the appointment:
| Hi [Patient Name], Your visit with us is coming up soon, and we want to make sure your appointment goes as smoothly as possible. Don’t forget to complete your intake information at your earliest convenience by clicking the link below—it can save you 10–15 minutes on the day of your appointment! As always, please give us a call at [clinic number] if you have any questions. Sincerely, The [Clinic Name] Team |
3. Common Issues Welcome Email
This isn’t just any welcome email: it’s an email that proactively addresses a specific complaint you commonly treat for patients who come to your clinic—and sending it out can help patients begin the healing process before treatment even begins! The example below covers guidance for general pain. However, you can adjust this template to suit any common diagnosis you treat in your practice. Either way, providing this pre-emptive guidance not only sets patients up to achieve better outcomes once they begin treatment, but it also instills trust:
| Hi [Patient Name], Welcome to our clinic! Your road to recovery begins today, and we’re looking forward to working with you and getting you back to doing the things you love. Your treatment with your therapist may include a resistance exercise program, a progressive aerobic exercise routine, manual therapy, and education on your pain/condition. You’ll also receive a home exercise program to empower you to self-manage and treat your pain in between appointments. Each aspect of your care will be uniquely tailored to your ability, goals, and interests. Lastly, here are three very important things to keep in mind to speed up your recovery: 1. Remain active. Try to keep moving as much as you comfortably can. Research has shown that staying active can be very beneficial in your recovery. It’s good to continue your day-to-day activities and participate in light exercise, such as walking. If any of these activities increase your discomfort, it’s okay to discontinue them and try something else. With that being said, if you’ve had a recent surgery or fracture and have special instructions from your doctor, it’s very important to adhere to those guidelines! 2. Hurt does not always equal harm. Many people with pain initially limit their activity because they are afraid of causing additional damage. As mentioned above, staying active is crucial to your recovery. The human body is remarkably strong and resilient, so it is highly unlikely that your normal day-to-day activities will do anything harmful to your injury. The severity of pain does not always match the level of damage to your body. Think of how painful stubbed toes can be—especially in the morning when you’re half asleep. While there is very little tissue damage with a stubbed toe, there is significant discomfort. With this in mind, we recommend remaining conscious of your pain, but don’t let it scare you! 3. Monitor changes in your symptoms. If you notice a significant increase in your pain or a drastic change in your ability to walk or move, please give us a call at [clinic number]. We look forward to continuing to work with you! The [Clinic Name] Team |
4. Dropped Patient Template
Of course, things don’t always go as planned. In fact, patients often leave care before they reach their discharge goal. If your patient drops out of care, it’s crucial that you follow up with him or her with an email like this:
| Hi [Patient Name], We haven’t seen you in a while, and we’re wondering how you’re feeling. We hope you’re doing well, but if you’re still experiencing any symptoms, we would love to help you get back to feeling great and doing the activities you love! Simply give us a call at [clinic number] or reply to this email, and we will get your appointment on the books ASAP. We hope to hear from you! The [Clinic Name] Team |
5. Birthday Greetings Email
Never underestimate the power of a heartfelt birthday message. While this may not immediately drive the recipient to schedule an appointment, it’s a nicety that keeps you top of mind should he or she need your services again:
| Hi [Patient Name], Happy birthday from everyone at [Clinic Name]! We hope you’re enjoying your special day and wish you a fabulous year to come. Sincerely, The [Clinic Name] Team |
6. Satisfaction Survey Template
Throughout the duration of care, you’ll want to keep tabs on each patient’s satisfaction with your services. There are a few different methods you can use to track patients’ opinions on your services, but we’re big proponents of the Net Promoter Score® (NPS®) survey, because it helps you identify your most loyal patients—and that will help you garner positive reviews and testimonials:
| Hi [Patient Name], Thank you for letting us help you along your road to recovery. When you have a moment, would you mind answering the following question about our practice and the services you’ve received? Thanks! The [Clinic Name] Team [Insert NPS survey] |
7. Request for Review Email
On the WebPT Blog, we talk a lot about the importance of online reviews—namely, how they impact your clinic’s reputation as well as push your website to the top of search engine result pages. Once you’ve sent out NPS surveys, you can use that data to identify your most loyal patients and approach them to leave feedback online with the following template:
| Hi [Patient Name], If you’re happy with the care you’ve received at my clinic, I would really appreciate a review on Google to make it easier for other people who are looking for a great physical therapist to find me and our practice. It only takes 30 seconds and would be a big help, so thank you in advance! Here’s the link to write a review: [insert link to Google business page] If you’d like to leave a review on Facebook, you can do that by here: [insert link to Facebook business page] Thanks for your support! [Physical Therapist Name] |
8. Reactivation After Discharge Template
Even after a patient has completed his or her course of care, there’s always a chance that he or she may need your services again in the future. So, at some point after the patient’s discharge date, reach out with an offer to reassess his or her needs or provide additional wellness services with this template:
| Hi [Patient Name], It’s been a while since we’ve seen you at [Clinic Name], and we wanted to make sure you’re still feeling as great as you did the day you left us. If you have any questions, concerns, or lingering issues, feel free to sign up for a quick complimentary consultation with your primary therapist. Or, if you’d rather, you can give us a call at [clinic number], and we can discuss any questions you may have. The [Clinic Name] Team |
So, there you have it: the eight emails every PT clinic should be sending patients. Have any questions or suggestions? Let us know in the comment section below!
