How to Pull a Dormant Patient List from Jane App, ChiroTouch, and Genesis

Before you pull any list, you need a definition. "Dormant" is not a feature in your EMR — it's a filter you apply to active records. Different practices define it differently and the definition matters because it changes which patients you reach out to and how they react.

The definition that has worked best across the practices we've worked with is this: a patient is dormant if their last appointment was more than 6 months ago and they have no appointment scheduled in the next 30 days. That's the floor. If you want a more aggressive list, drop the floor to 4 months. If you want a more conservative one, raise it to 9 months.

Don't go past 18 months on the first pass. Patients who haven't been in for two years are a different kind of conversation and a different kind of campaign — start with the recent dormants where the relationship is still warm.

One nuance most people miss: the calendar gap is not the only signal. A patient who came in twice and stopped is fundamentally different from a patient who came in fourteen times across two years and then stopped. The second patient is dormant. The first patient was a tryout, and treating them as dormant in your messaging will make the message land wrong. We score the list by visit count before we segment, and the message changes based on whether the patient is a stalled long-term relationship or a never-fully-onboarded tryout.

Pick a single date as your "as of" date. Today's date is fine. Then pick your inactive window — the period of time since their last appointment that qualifies them as dormant. For most practices, the right window for the first reactivation campaign is 6–18 months.

Why the upper bound? Because patients who haven't been in for over 18 months often have life context you don't see — they moved, they switched providers, they're using the gym chiropractor at work. You'll convert a much higher percentage by going after the 6–18 month bracket first, and then circling back to the older cohort with a different message.

Write your window down before you open your EMR. Otherwise you'll talk yourself into pulling 1,200 records on the first try and the campaign will feel un-runnable.

There's a related decision to make at the same time: how many patients do you want to actually contact in the first wave? The window controls the absolute size of the list, but the wave size controls how many of those patients you reach out to in any given week. We recommend a first wave of 30–50 patients regardless of how big the underlying list is, because the goal of wave one is to test the messages and the front desk's ability to handle the inbound, not to maximize reach. Wave two and beyond can scale up once you know the campaign is converting cleanly.

Jane App doesn't have a one-click "dormant patients" export, but it has the building blocks. Here's the path.

Open the Reports section from the left navigation. Find the report titled "Patients" or "Patient List" depending on your account version. Open the filter panel.

Apply two filters. First: "Last appointment date" — set the range to between 18 months ago and 6 months ago. Second: "Has upcoming appointment" — set to No. That gives you a clean dormant cohort.

Add columns for Patient Name, Email, Mobile Phone, Last Appointment Date, Last Appointment Type, and Total Visits. The total visits column matters — it lets you sort for patients who came in 3+ times before going dormant. Those are your highest-value reactivation targets because they showed real commitment before they fell off.

Export to CSV. Jane lets you do this directly from the report screen. Save the file with the date in the filename so you don't confuse it with later pulls.

ChiroTouch's reporting lives in two places — the legacy ChiroTouch desktop suite and the newer ChiroTouch Cloud — and the path differs slightly. Both are workable.

On the desktop suite: open the Reports module from the main toolbar. Navigate to Patient Reports → Patient Activity Report. The filter you want is "Patients with no visits since [date]." Set the date to 6 months prior to today. ChiroTouch will return every patient whose last visit predates that date.

Once you have the list on screen, you need to subtract the patients who already have a future appointment. Run a second report — Patient Reports → Future Appointments — and export that list too. In Excel or Google Sheets, use a VLOOKUP or filter to remove any patient ID that appears in the future-appointment report from the dormant list. What's left is your true dormant cohort.

On ChiroTouch Cloud: the path is Reports → Patient Reports → Last Visit Report. The Cloud version has a built-in "Exclude patients with future appointments" toggle, which saves you the second export step.

In both cases, export columns: Patient Name, Email, Cell Phone, Last Visit Date, Visit Count, Primary Provider. Save as CSV.

Genesis surprises people because the report you actually want isn't called what you'd expect. The dormant patient pull lives under the Marketing module, not under Reports.

Go to Marketing → Patient Marketing Lists → New List. The filter set you want includes "Last appointment" with a range, and "No future appointments scheduled" set to Yes.

Genesis also has a useful additional filter most other EMRs don't: "Care plan completion." If you want to specifically target patients who finished a treatment plan and then disappeared (a high-conversion subgroup for reactivation), apply that filter and set it to "Completed plan, no follow-up booked."

Export the list to CSV. Genesis emails the export to the user, so check your inbox.

A raw EMR pull is not a campaign list. There are five categories of patient you need to remove before you send a single message.

First: any patient with a do-not-contact flag, or who unsubscribed from marketing communications previously. This is non-negotiable from a compliance and reputation standpoint. SMS specifically is regulated under TCPA and a single complaint from someone who told you to stop messaging them is the kind of thing that creates real downstream cost.

Second: any patient who is already on the books for a future visit. If your filter didn't catch them, do a second-pass exclusion. Sending a "haven't seen you in a while" message to someone who has an appointment Tuesday is a confidence-erasing experience.

Third: any patient with a missing or invalid mobile number. Reactivation works on SMS first and email second. A list with no phone numbers is half a list. If you have email but no SMS, send to email only — don't try to fake a phone number into the field to keep the record in the SMS bucket.

Fourth: any patient who saw a different provider you're no longer affiliated with. Practices that have had associate turnover often have ghost records — patients of a chiropractor who left two years ago. Reaching out to those patients is awkward and usually unproductive. The right move on those records is a separate, much shorter outreach acknowledging the change, not a generic reactivation message.

Fifth: any patient where your records suggest they had a poor experience. If you have notes flagging a complaint or a refund, leave them off the list. The cost of re-engaging an unhappy former patient is not just the failed conversion — it's the public review they're more likely to leave when reminded that you exist.

After this filter pass, the average practice keeps about 70–80% of the original raw pull. That's your real dormant patient list, and it's the one you build the campaign around.

The mistake most practices make is doing nothing with the list because the list looks daunting. The fix is to not think of it as a list — think of it as a queue.

The most effective format is a 14-day reactivation campaign sent in waves of 30–50 patients per week. Smaller waves let your front desk handle the booking calls that come back without getting overwhelmed, and they let you A/B test message variations across waves.

The campaign itself is a sequence of low-pressure SMS and email touches that don't sound like marketing. We've published the exact 14-day sequence we use as a separate playbook — the message-by-message breakdown is the second-most-important part of this work, after the list itself.

Two practical notes if you're running the first wave yourself. First, send from a real-looking number, not a short code — patients respond to texts that look like a person, not a brand. Second, batch the inbound calls that come from the campaign into specific 90-minute windows for your front desk, instead of letting them trickle in. The conversion on a focused booking conversation is materially higher than on a distracted one wedged between in-person check-ins.

If you'd rather not run the campaign in-house, this is the work we do. The audit is free and walks through your specific EMR and your specific dormant cohort.