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Between visits

Patient recall and reminder calls, without lifting the phone.

Recall, reminders, reactivation and campaigns by call, text and email, so patients come back without anyone dialing.

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Campaign: hygiene recall, autumn

Audience
Hygiene recall overdue 6+ months
Patients
412
Channels
Call, text, email
Calling window
Mon to Sat, 9:00 to 6:30
Running

Patients contacted

398 of 412

Visits booked

96 of 412

Steps
Call, text, email, call
Opt outs honoured
7 removed
Bookings written to
Your PMS

Example campaign. Booked visits are attributed to the step that produced them.

Automated reminders cut no-shows by around 30%. Recall campaigns keep chairs and rooms full instead of empty.

30%

typical fall in no-shows from reminders

0

numbers your team has to dial

How an outbound call is run

A call that books is a different call from a call that reminds.

Reminder calls fail quietly when they end with an instruction. The point of ringing somebody is to finish the thing while you have them.

At an hour a person actually answers

Outbound calling made during clinic hours reaches the people who are least busy, which is not the same as the people you most need to reach. Attempts run across the windows your practice permits, and a second attempt goes at a different time of day rather than the same one again.

  • Windows you set

    Calling hours, quiet days and the maximum number of attempts per patient are all configured before anything dials.

  • Answered when they ring back

    A patient who returns a missed call reaches the same agent with the same context, rather than a general line with no idea why they were called.

Every outcome, including a refusal and a request never to be called again, is written back so the next run respects it.

Where a recall list goes

The loss is between the report and the phone.

Practices assume the gap is patients declining. Measured, almost all of it happens earlier, on the patients nobody got round to ringing at all.

On the recall list this month

260

Produced by your own system

Someone attempted a call

61

Whatever the week allowed

Reached and booked a visit

27

The rest carries forward

The second bar is the one worth staring at. Everything below it is a conversion problem, and everything above it is simply work that never happened.

The difference

Outbound as it usually runs, and the alternative.

Almost every practice already believes in recall. The question is what happens in a week when three people are away and the phones are busy.

Worked when there is time

Worked every day

Who makes the calls

The front desk, between inbound calls and arrivals

Runs alongside the inbound line without competing for it

What happens in a busy week

The list is skipped and rolls into next month

The same volume goes out regardless of what the week looks like

The end of a successful call

Please ring us back during opening hours to book

The appointment is already on the schedule

A patient who says no

Noted on paper, or not noted

The reason is written back and the next run respects it

A cancellation at four in the afternoon

Noticed the following morning, if at all

Offered to the waitlist within the hour

Building a campaign

Four steps, three channels, one patient at a time.

A campaign is a sequence, not a blast. Each patient moves through the steps on their own clock and drops out the moment they book or say stop.

Audience in plain EnglishPick from patient or lead filters, upload a CSV or spreadsheet, or describe the list in a sentence, such as adults with no cleaning since March.
Up to ten stepsCalls, texts and emails mixed in any order, with the gap between steps and the days and hours each one may run.
Suggested before you build2care proposes campaigns from your own data, with the audience size and an estimate of bookings, which you can accept, edit or ignore.

Sequence for Maria L.

  1. Call

    CallMon 10:12

    No answer, voicemail kept generic

  2. Text

    SMSMon 10:15

    Recall due, reply to book

  3. Email

    EmailWed 9:00

    Two open times this week

  4. Call

    CallFri 5:20

    Answered, booked Thu 3:40

  5. Removed from campaign

    Booked, no further steps

A second call goes at a different time of day from the first.

Daily reactivation

Lapsed patients picked up every morning, not every quarter.

Reactivation runs daily on its own rule, separate from any one-off campaign. A patient who crosses the lapsed line today gets their first message tomorrow.

A window you chooseFor example, patients last seen between 49 and 365 days ago. Anyone already booked is skipped.
Text and email, up to six stepsEach message carries an opt out link, and a daily cap stops a large list from going out in one burst.
Bookings counted backA visit booked from a reactivation message is attributed to it, so you can see which step brought the patient in.

Reactivation, day 1

James O.

Text thread

Read from live availability

Written to the schedule

Booking attributed to reactivation step 1.

What a campaign reports

From sent to booked, step by step.

The numbers that matter are the ones after delivery. Every reply, booking and opt out is counted against the campaign that caused it.

Hygiene recall campaign, example

Sent

412

Delivered

398

Replied

141

Booked

96

23% of sent

Where the 96 bookings came from

First callText replyEmail linkSecond call

Illustrative figures for one campaign, not a benchmark.

Counted per stepYou can see whether the second call or the email did the work, and cut the step that does not.
Opt outs are permanentA stop request removes the patient from every list, not just the campaign that reached them.
Outcomes written backBookings, declines and reasons go into your system, so the next campaign starts from what this one learned.

What outbound must never become

The calls we will not make.

Outbound is the part of this product with the most obvious way to embarrass a practice, so the limits are set tighter than the technology requires.

Calls it will make

  • Recall and reminder calls for patients your system flags as due
  • Confirmation calls on appointments that are already booked
  • Waitlist offers when a slot is genuinely released
  • Reactivation calls to lapsed patients, inside your calling windows
  • A single follow-up where the first attempt reached nobody

Calls it will not make

  • Any call selling a treatment, package or product
  • Contact with a patient who has asked not to be called
  • Calls outside the hours and days your practice has set
  • Anything that states or implies a clinical finding
  • Repeated attempts beyond the limit you configured

A request to stop calling is honoured immediately and permanently, and it applies to every list rather than the one that produced the call.

See it work

The patients who never came back

Working a recall list the front desk never has time for, and putting the lapsed patients back in the diary.

Between visits

The rest of the workflow.

Between visits

Care Gap Outreach

Read more

Between visits

Payment & Balance Resolution

Read more

Before you turn outbound on

What practices ask about calling patients first.

A text asks the patient to do something next. These calls finish it. Availability is read during the conversation and the appointment is written into your system before the call ends, which is why the booking rate is not comparable.

The lists your own system already produces, filtered by rules you set. Nothing is invented, and a patient who is not on a list you approved is never dialled.

Yes. The language is chosen from what your record holds for that patient, and the call runs in it end to end rather than switching part way through.

The return call is answered on the same line and the agent already knows why they were contacted, so the patient does not have to explain a call they did not make.

Yes. Patients who did not attend are a separate list with its own rules, because the right call after a missed appointment is not the same call you would make to somebody who is merely overdue.

Built for regulated healthcare, in every market we operate in

HIPAA compliant

HIPAA

United States

BAA available on request

GDPR compliant

GDPR

UK & Europe

DPA available, data hosted in the EU/UK

DPDP compliant

DPDP

India

Data residency in India

See it work your own recall list. Book Demo.

30 minutes, on your own workflows. No commitment.

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  • ·Live in weeks, not months
  • ·HIPAA, GDPR and DPDP