Recall and outreach campaigns

How to run outbound calls and messages for recalls, reminders and follow-ups, who is contacted, and how results are reported.

3 min read

Terms

Campaign. A planned round of outbound calls or messages to a list of patients or leads.
Recurring campaign. A campaign that keeps running, adding patients each day as they become due.
Calling window. The days and hours when campaign calls are allowed to go out.
Outcome. The result recorded for each person contacted, such as booked or callback requested.

What campaigns are used for

Outbound agents handle post-discharge follow-up, lab-report delivery, patient feedback, recalls and reminders. Common campaigns include:

Recall. Patients due for a routine visit, such as a hygiene recall or an annual review.
Reactivation. Patients who have not been seen for a while.
New lead follow-up. Enquiries that have not booked yet.
Win-back. Leads that went quiet.
Renewal reminders. Medicaid patients whose recertification is due, told the date and given the renewal number.

Starting a campaign

Choose an audience. Upload a spreadsheet of names and phone numbers, describe the patients you want in plain words, or accept a suggested campaign.
Choose the agent and offer. Pick the outbound agent and write the offer or message it should give.
Set the schedule. Choose the calling window, the days, how many times to retry and how long to wait between tries.
Launch. You can pause, resume or cancel at any time, and adjust the schedule for people not yet called.

Suggested campaigns

2care looks at your patients and leads and suggests campaigns worth running, such as recalls, reactivation and lead follow-up. Each suggestion shows the size of its audience. You review it, edit it and launch it, or dismiss it.

Recurring recalls

A recurring campaign enrols patients each day as they reach the gap since their last visit that you choose. It skips patients who already have something booked, and stops for a patient once they book. Recurring campaigns can send a sequence of SMS and email messages, spaced out over the days you set.

Who is contacted

Do-not-call is checked first. Every campaign call checks the do-not-call list before dialling.
Opt-outs are honoured. Texts honour STOP and the other standard opt-out keywords.
Calling hours are respected. Calls go out only inside the campaign's calling window.
Converted people are skipped. A lead who has already booked or been won is left out.

Results

The campaign page shows each person's status and outcome, the calls placed, conversions and any escalations to your team. Bookings made on a campaign call are written into your practice system during the call, like any other booking. You can export the recipient list with outcomes at any time.

Questions

Can a campaign book appointments?

Yes. The outbound agent books, reschedules and cancels in the same way as the agent on your main line, and the booking lands in your practice system.

Can we call patients in their own language?

Yes. The agent speaks 50+ languages and can switch mid-call to match the patient.

What happens when a patient asks to be called back?

The callback is scheduled for the time they ask for, and the outcome is recorded on their record.

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