What goes wrong today
Recall is the first thing dropped when the phones are busy, and its absence is invisible for months. A patient who was due in March and never contacted does not complain — they simply stop being your patient.
Retention
Recall and Overdue Follow-Up
Getting patients back who are due for a follow-up, a screening, or an annual visit.
Getting patients back who are due for a follow-up, a screening, or an annual visit.
Recall is the first thing dropped when the phones are busy, and its absence is invisible for months. A patient who was due in March and never contacted does not complain — they simply stop being your patient.
What good looks like
Recall outreach that runs on a schedule regardless of inbound volume, with booking available in the same contact rather than a message asking the patient to call back.
- Outreach that does not compete with inbound volume
- Booking inside the recall contact itself
- Escalation for clinically time-sensitive recalls
- Suppression for patients who have already booked
What to measure
Pick these before you change anything, so the effect is visible rather than anecdotal.
- Recall contact rate vs recall list size
- Share of contacted patients who book
- Median days overdue at time of contact
Where we stand: In development
Outbound calling covers part of this today. A dedicated recall engine with overdue tracking is on the roadmap.
Rollout checklist
- Document how this is handled today, and by whom.
- Put a number on the hours or dollars involved.
- Decide which cases must always reach a person.
- Agree the metrics you will judge success on.
Frequently asked questions
Do you solve this today?
Outbound calling covers part of this today. A dedicated recall engine with overdue tracking is on the roadmap.
How do we work out whether this is our biggest gap?
The Front Desk Opportunity Scan estimates the hours and revenue behind each area from your own volumes and ranks them against each other.
Keep going on MedReception.ai
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