Every reminder, confirmation, and follow-up your front desk sends is a chance to build trust — or get unsubscribed. Most teams run the generic, canned versions baked into their EMR, the ones patients tune out. This is about the difference between automation that sounds like a robot and automation that sounds like you.

Andrea talks with Becky Godsey, Chief Operating Officer at Denver Plastic Surgery and Aesthetics, who slowly rebuilt her practice’s automated messaging to feel personal, protect the schedule, and take busywork off the front desk. She breaks down her exact cadence — a message at booking, a three-days-out reminder paired with pre and post-treatment instructions, a post-checkout care link, and the one timing trick that gets far more patients to leave a review.

They also get into where automation should stop and a human has to pick up the phone — anxious patients, complications, payment-plan questions — plus how a front-desk QR code and a linked instructions page stop wasted appointments before they happen, and why the surgeon, not a text, should be the one asking surgical patients for a review.

Questions answered by this episode:

1. How do you get patients to leave reviews?
2. What is the best time to ask a patient for a review?
3. How do you reduce appointment no-shows and cancellations?
4. How do automated appointment reminders work?
5. Should you call or text patients to confirm appointments?
6. How can AI help write patient text messages and emails?
7. What should pre and post-treatment instructions include?
8. How do you ask surgery patients for a review?
9. How often should you text patients before they unsubscribe?
10. How do you set up an EMR for patient communication?

Becky Godsey
Chief Operating Officer, Denver Plastic Surgery and Aesthetics

Becky Godsey is the Chief Operating Officer of Denver Plastic Surgery and Aesthetics, the Denver practice founded by Dr. Christine Rodgers. Since joining the team in 2016, she has run operations across every department — staffing, processes, and the patient experience from the first phone call to post-op follow-up. Before plastics, she built her career in advertising and sales and managed a healthcare nonprofit, and that mix shows up in how she thinks about patient communication: efficient, but never robotic. She is the person quietly rebuilding the systems most practices just complain about.

Learn more about Denver Plastic Surgery and Aesthetics

Follow the practice on Instagram @drchristinerodgers

Practiceland is presented by PatientFi — the patient financing partner built for aesthetic practices. PatientFi gives your patients access to flexible payment plans and gives your team the tools to offer financing confidently, without the awkward money conversation.

Learn more at patientfi.com/aesthetics

Host: Andrea Watkins
Producer: Eva Sheie @ The Axis
Assistant Producer: Mary Ellen Clarkson
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io