How Niagara Health & Rehab Center (NHRC), a multidisciplinary rehab clinic in Ontario and Coherent's first Canadian partner, turned a manual follow-up list into more than 300 real appointments inside its first months live.
Geoff joined Business of a Clinic to talk through NHRC's growth story, from four practitioners to a multidisciplinary rehab clinic. The follow-up gap below is one piece of it, and the one Coherent now runs.
NHRC had a process. A patient comes in, needs to book their next appointment, and doesn't (they need to check a calendar, or life gets in the way). On paper, admin picks it up the following week. Then a therapist follows up a few days after that.
In practice: admin printed a list and handed it to each therapist the next Monday, a full week after the patient was last seen. Therapists worked through it between patients, a job most of them never wanted to begin with. If contact happened by Tuesday, a second follow-up was supposed to land the Tuesday after. By the time anyone actually reached the patient, two full weeks had passed since their last visit.
It is the same gap Geoff has seen across the industry, not just at NHRC: a process that looks accountable on a slide and rarely survives contact with a busy week.
This isn't even a revenue piece. If you want the best outcomes possible for patients, they should be in the clinic getting treated.
Coherent took over NHRC's follow-up and reactivation end to end. No more printed lists, and no more therapists squeezing calls in between patients. Every touchpoint now runs on a fixed weekly cadence across WhatsApp, SMS, email and phone, written in NHRC's own voice.
It closes a gap Geoff had already flagged as a priority before Coherent got involved. "The one area we were missing," he says, "was the reactivation piece, and working with a company like Coherent to help us in that section."
Since go-live, Coherent has booked 300+ reactivation appointments for NHRC, entirely from patients already in the clinic's own system. Weekly bookings have grown fast: NHRC's second full month live ran at roughly 2.4 times the pace of its first, and its strongest single week to date landed 52 appointments.
That trend fits how Geoff already runs the rest of the business. NHRC moved to weekly metrics years ago, after learning that a month is too long to wait to catch a problem. Recall now gets the same weekly discipline.
Geoff is careful to separate the two conversations. Reactivation matters commercially, but the bigger issue is continuity of care. A patient who drops out mid-treatment doesn't get worse outcomes because the clinic missed a booking. They get worse outcomes because they stopped being treated.
That framing is why the follow-up gap bothered him long before Coherent came up in conversation, and why recall was the first place he wanted a partner, not a bolt-on tool.
NHRC's therapists no longer carry a printed follow-up list between patients. Recall runs on its own weekly cadence under Coherent, and the bookings it generates keep climbing month over month.
For a clinic that once nearly closed after assuming its processes would run themselves, that is the point: a process that actually gets checked every week, whether or not anyone remembers to check it.
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