The easiest strategy for a full case load: Retain the clients you already have!

Dr Olivia Campbell
Aug 21
3 min read

For many Australian Psychologists in solo private practice, filling your books can feel like a constant hustle. While marketing, referral networks, and online presence all play a role in building a thriving practice, one of the most effective ways to maintain consistent bookings is surprisingly simple: keep a hold of the clients you already have.

It’s easy to lose sight of this, especially when your days are full of back-to-back sessions and admin work stacks up. But when clients quietly slip through the cracks (for example: no-shows, cancellations, or just drifting off without rebooking) it adds up to a significant loss of income, reduced clinical continuity, and potentially poorer outcomes for the client.

Here’s a system you can implement right now to re-engage inactive clients and keep your caseload healthy.

1. Track Clients with No Upcoming Appointments

Each month, run a report in your practice management software (e.g., Zanda, Halaxy, Cliniko) to identify clients who currently don’t have a future appointment booked.

These are the people most likely to disappear without formally ending therapy. Send them a friendly check-in email—simple, warm, and non-pushy.

Something like:

Hi [First Name], I noticed you don’t have another appointment booked in. Just wanted to check in and see how you’re doing. If you’d like to continue with sessions, feel free to book in at your convenience as I’d be happy to see you again.

This small touchpoint often prompts people to rebook, especially if they simply forgot, felt unsure about continuing, or assumed you were too busy.

2. Follow Up with Clients Who Haven’t Been in for a Month

The next step is to run a report each month to catch clients who haven’t had an appointment in the previous 30 days.

Send them a similar check-in, letting them know you're thinking of them and reminding them that ongoing support is available if they’d like to continue. If you don’t hear back within two weeks, send a follow-up email explaining that you're going to close their file for now, but they’re welcome to reach out again in the future.

Example:

Hi [First Name], I haven’t heard back from you, so I’ll go ahead and close your file for now. You’re very welcome to reach out at any time if you’d like to resume sessions down the track. Take care, and all the best.

3. Notify their GP/Referrer

If the client was referred by a GP or other health professional, it’s essential to keep them in the loop, especially if sessions were part of a Mental Health Treatment Plan.

Send a brief letter advising that you haven’t heard from the client and are closing the file. GPs appreciate this communication, and it gives them a chance to follow up with their patient. It also ensures continuity of care, which may include medication review or referral to alternative supports.

A Final Word

You don’t need a marketing funnel or Instagram strategy to keep your diary full. Often, the most powerful approach is to actively maintain the relationships you’ve already built.

Regular reporting, proactive check-ins, and structured follow-up will not only boost your booking rate, they’ll also strengthen therapeutic outcomes and demonstrate a high standard of professional care.

Simple. Sustainable. Smart.

Did you know monthly case load reviews such as the ones mentioned here are all included in WellSpace's Co-Work + Support package? Let us do the work for you, so that you can spend your time in the room seeing clients!