Patient recall
Patients due their next treatment, found in your appointment history and invited back by name.
Works with your PMS/Fresha
Coherent and Fresha
The healthcare CRM that works with Fresha
Every gap in your Fresha calendar has a name.
Aesthetics and beauty-led clinics on Fresha. You keep Fresha. Your team's calendar doesn't change. Coherent reads your appointment history and treatment types, then runs follow-up programmes in your clinic's own voice.
30 minutes. Bring a workflow, not patient details.
One week in Fresha
Illustration, names invented. Pick a day or play the week.
Tuesday. Sam R. cancels the 12:15 appointment. The slot empties, and Coherent offers a new time.
BEHIND THE GAPSPriya S. · no reply yetSam R. · not rebookedLucy H. · due back
Example appointment type: Consultation. Names and appointments shown are illustrative, not patient data.
An aesthetics clinic in the UK already runs enquiry, recall and cancellation follow-up with Coherent on Fresha.
Where patients slip
Three places patients slip outside the treatment room.
Fresha records what happens in the treatment room. Before, between and after visits, the next step often has no owner.
A patient's path through FreshaChoose a numbered gap to see what changes
Before FreshaEnquiry
In FreshaFirst visit
In FreshaFollow-up
In FreshaCourse ends
Due backReturn visit
Gap 2 · Cancellations
Cancelled. Not rebooked.
A cancelled slot opens. The patient disappears from the day view.
Sam R. · illustrationNames invented
Coherent Engage
A coordinator offers another time while the patient still wants one.
- Two-way conversation by WhatsApp, SMS or email
- A patient coordinator approves the next step
- Approved booking written into Fresha
Thu 17:30
Sam R. · ReviewBooked into Fresha
Programmes
Start with the gap that costs you most.
Each patient moment becomes a clinic-specific programme. Add the next one once it runs well.
Cancellation follow-up
Patients who cancelled or didn't show, offered a new time before they drift away.
Consultation follow-up
Patients who came for a consultation but haven't booked the treatment you discussed.
New leads
Enquiries from Meta, Google Ads, Skin Quiz and your website, answered and booked into Fresha.
Where new enquiries come from
Coherent connects directly to Meta lead ads (Facebook and Instagram), Google Ads and Skin Quiz, as well as your website forms. Each new enquiry is answered in your clinic's voice, a coordinator approves the reply, and the booking goes into Fresha.
Meta lead adsGoogle AdsSkin QuizWebsite forms
How it fits
Fresha keeps the calendar. Coherent runs the follow-up.
Nothing moves out of Fresha. Coherent reads appointment records it needs, and hands approved bookings back.
Fresha
- 01Appointment history
- 02Appointment types
- 03Contact details and preferences
Clinical notes, medical records and patient files stay in Fresha.
Appointment history Approved bookings
Programmes, and a coordinator who approves every reply
- Enquiry follow-up Engage
- Cancellation follow-up Engage
- Patient recall Engage
- Every reply approved Coordinator
Two-way WhatsApp, SMS and email, guided by your clinic's own rules.
Your team
Your team grants access to Fresha.
Coherent
Your team grants access to Fresha. Coherent handles the setup. We read appointment records only; clinical notes stay in Fresha. Approved bookings go into Fresha.
Your control
You control the connection. Ask us to stop and we end our access.
Coherent Payments works alongside Fresha: deposits, payment links and card terminals. We agree with you how each payment is recorded in Fresha.How Payments works
Data protection
Your data, your connection.
A clear boundary around patient information, from the first setup conversation.
Trust & ComplianceWe read appointment records only, never clinical notes, and sign a Data Processing Agreement with your clinic before we start.
- 02
Patient data is encrypted in transit (TLS 1.2+) and at rest, on UK/EEA-based infrastructure.
- 03
Role-based access limits each person to the data their job needs, and every data access is logged.
- 04
You control the connection. Ask us to stop and we end our access.
Setup with your clinic
Supported setup. Clear responsibilities.
We agree the plan with you before anything goes live. Your clinic supplies its information, contact rules and escalation decisions; we handle setup with you.
01Your team
You grant access. We handle setup
Your team grants access to Fresha. Coherent handles the setup. We read appointment records only; clinical notes stay in Fresha. Approved bookings go into Fresha.
Access granted
02Together
Codify
We write your SOPs and tone down as your clinic's front office blueprint: the rules for handling every patient request the way your team would.
Front office blueprint
03Your team
Converse
Programmes send two-way messages across WhatsApp, SMS and email. We check each reply against your blueprint, and a patient coordinator approves the next step.
Messages approved
04Coordinator
Book
Approved bookings go into Fresha. Anything that needs your team reaches them through the escalation rules you set.
Booked into your PMS
Before go-live
Three things to tidy in Fresha
We check all three with you during setup.
- 01
Merge duplicate patients in Fresha, so each patient hears from you once.
- 02
Mark patients who've finished their care and those who've asked not to be contacted consistently. Coherent respects those settings.
- 03
Use the same treatment names at every location, so a consultation, treatment or review reads the same wherever it happens.
Fit and limits
A strong fit when follow-up is the gap.
Coherent works best alongside Fresha when there is steady patient activity and a team ready to give follow-up a clear owner.
A good fit
- Enquiries, cancellations or recalls lose momentum outside the treatment room.
- Reception is busy, and follow-up has no clear owner.
- You want to choose who is contacted, when, and what happens next.
Know the limits
- !You do not have to change PMS. We set up the connection, and any move, for you.
- !Not a replacement for existing payment tools. Coherent Payments works alongside.
- !Reporting needs vary. Bring yours, and we'll confirm what's in scope.
Does Coherent work with Fresha?
Yes. Your team grants access to Fresha. Coherent handles the setup. We read appointment records only; clinical notes stay in Fresha. Approved bookings go into Fresha. We set up the connection, and any move, for you.
How do we get connected?
Your team grants access. We handle the setup, in whichever way your PMS allows.
Is Coherent a CRM for Fresha?
Yes. Coherent Engage is a healthcare CRM that runs patient follow-up programmes on your Fresha data, with patient coordinators handling the replies.
Do we need to change PMS?
No. Fresha stays your system of record, and your team keeps working in it as they do today.
What does it cost?
Each programme is priced on its own. We quote after your free data playback, once we've seen your Fresha data.
Does it work across several Fresha locations?
Yes. Coherent reads each appointment's practitioner and location, so messages come from the patient's own clinician and location.
We already send appointment reminders from Fresha. Do we need Coherent?
Fresha's reminders cover appointments already in the calendar. Coherent works on the patients with no next appointment: those due a recall, those who cancelled and the enquiries that never booked.
Is it safe to grant Coherent access to Fresha?
You agree the permissions with us before programmes start. We read appointment records only, sign a Data Processing Agreement before we start, and you can ask us to end access at any time.
How do we stop the connection?
You control the connection. Ask us to stop and we end our access.
30minutes
Fresha workflow · free data playback
Bring one gap. See the follow-up.
A walkthrough of the follow-up your Fresha calendar doesn't own, and what Coherent would handle first. Bring a workflow, not patient details.
Which gap would you start with?
Your playback will start with cancellations.Fresha is a trademark of its owner. Coherent works with Fresha independently and isn't affiliated with or endorsed by Fresha.