Patients who feel known stay engaged.
Dwell helps health and wellness organizations reduce no-shows, automate post-care check-ins, and reactivate lapsed patients — with personal, compliant SMS outreach that feels human.
The Problem
What wellness businesses deal with today.
Appointment No-Shows
Patients forget appointments because reminders go to an email inbox nobody checks.
Re-Engagement Gap
Patients complete care and disappear. There is no system to bring them back.
Impersonal Communication
Blast emails feel cold. Patients want to feel known, not marketed to.
The Contrast
The Broken Status Quo vs. The Dwell Way
Email sent 24 hours before — often missed, never confirmed
Automated SMS reminder with reply-to-confirm — 98% read rate
No systematic outreach after discharge or session end
Automated wellness check-in path at 3, 7, and 30 days post-visit
Packet of paperwork mailed or emailed — then silence
Web form creates contact, automated welcome path starts immediately
Annual mass email blast, mostly ignored
Personalized re-engagement path triggered by lapse date automatically
Phone calls between departments to sync on patients
Shared SMS inbox with full thread history and staff assignments
No visibility on patient engagement or response rates
Real-time read, reply, and re-engagement rates per campaign
Capabilities
Built for practices that put patients first.
Appointment SMS Reminders
- Automated day-before and 2-hour-before reminders
- 98% read rate within 3 minutes of delivery
- Reply C to confirm or R to reschedule — team sees it
Post-Care Wellness Paths
- 3-day, 7-day, and 30-day check-in sequence
- Personal tone — from your staff, not a system ID
- Conditional: escalate to staff if no reply by day 7
New Patient Onboarding
- Web form creates record instantly
- Welcome path fires within 60 seconds of submission
- Insurance and intake reminders fully automated
Re-Engagement Automation
- Auto-triggers when patient lapses X days
- Warm, personal re-activation message
- Tracks re-engagement rate per campaign automatically
Compliant Communication
- No PHI in SMS — message design guidance included
- Opt-out honored and logged automatically on every contact
- Full audit trail on every contact record
Unified Analytics
- No-show rate before and after Dwell
- Re-engagement campaign performance at a glance
- Staff response time tracking per conversation
The Workflow
From intake to long-term retention — automated.
New patient submits intake form
Contact created. Welcome path fires: "Welcome to [Practice]! Your intake is confirmed — here's what to bring."
Day before appointment
Automated SMS: "Reminder: you have an appointment tomorrow at 2 PM. Reply C to confirm." Zero manual work.
Post-care day 3
Check-in path: "[Name], how are you feeling after your visit? We're here if you need anything." Personal and warm.
Day 90 — lapse trigger
Re-engagement path auto-starts: "It's been a while — we'd love to see you back. [Schedule link]"
The Contact Journey in Action
Keisha Finally Sticks With It
Follow Keisha's complete journey through Dwell — from the first text to long-term engagement. Every step is real, every feature is live on the platform today.
She Showed Up — Because Someone Followed Up
Keisha had tried three gyms. She texted TRY for a free week pass — she'd done this before and usually forgot about it. This time: "Hey Keisha! Your free week starts Monday. One of our trainers will reach out personally before your first session." She showed up Monday. Because someone actually followed up.
Digital Opt-In Meets Physical Check-In
At the front desk, staff asked Keisha to tap the NFC pad. "It just links your visits to your profile — makes it easier for your trainer to track your progress." Keisha tapped. Her digital opt-in and her physical visit were now one connected contact record.
She Screenshots It. She Tells Her Sister.
Day 7: "How's the first week feeling, Keisha? Any classes that clicked?" She replied she loved Thursday strength class. The trainer booked her for the next three. Day 21: "You've made it 3 weeks — that's actually the hardest part." Keisha screenshots it. She tells her sister.
"Want Me to Hold Your Thursday Spot?"
At day 47 Keisha missed two weeks. The re-engagement Path fired: "Hey Keisha — haven't seen you in a bit. Everything okay?" She replied she'd been traveling. The trainer replied: "Totally get it. Want me to hold your Thursday spot for next week?" Keisha came back.
Trainer Leaves. Client Relationship Stays.
Every trainer conversation was in Dwell — not on personal phones. The studio owner's dashboard showed one trainer's contacts had engagement scores 20 points above average. When a trainer leaves, clients are reassigned with full context. Not a cold start.
She Showed Up — Because Someone Followed Up
Keisha had tried three gyms. She texted TRY for a free week pass — she'd done this before and usually forgot about it. This time: "Hey Keisha! Your free week starts Monday. One of our trainers will reach out personally before your first session." She showed up Monday. Because someone actually followed up.
Keyword Opt-In · Personal Follow-Up PathDigital Opt-In Meets Physical Check-In
At the front desk, staff asked Keisha to tap the NFC pad. "It just links your visits to your profile — makes it easier for your trainer to track your progress." Keisha tapped. Her digital opt-in and her physical visit were now one connected contact record.
NFC Tap · Unified Contact ProfileShe Screenshots It. She Tells Her Sister.
Day 7: "How's the first week feeling, Keisha? Any classes that clicked?" She replied she loved Thursday strength class. The trainer booked her for the next three. Day 21: "You've made it 3 weeks — that's actually the hardest part." Keisha screenshots it. She tells her sister.
30-Day Onboarding Path · Branching Check-Ins"Want Me to Hold Your Thursday Spot?"
At day 47 Keisha missed two weeks. The re-engagement Path fired: "Hey Keisha — haven't seen you in a bit. Everything okay?" She replied she'd been traveling. The trainer replied: "Totally get it. Want me to hold your Thursday spot for next week?" Keisha came back.
Inactivity Path · Human HandoffTrainer Leaves. Client Relationship Stays.
Every trainer conversation was in Dwell — not on personal phones. The studio owner's dashboard showed one trainer's contacts had engagement scores 20 points above average. When a trainer leaves, clients are reassigned with full context. Not a cold start.
Shared Workspace · Staff Analytics“Our no-show rate dropped 40% in the first month. Patients reply to the reminder, confirm, and show up. It changed our whole week.”
Practice Manager, Physical Therapy Clinic
Patients who feel known stay engaged.
Dwell helps wellness businesses reduce no-shows, reactivate lapsed clients, and build the kind of relationship that keeps people coming back.