Use case
Patient recall and reminder calls, without lifting the phone.
Empty slots and no-shows leak revenue every week. 2Care runs outbound recall, reminder, and reactivation calls so overdue and lapsed patients come back without your team dialing.
Get a demo
30 minutes, on your own call flows.
Why it matters
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
What 2care handles
On the call, end to end.
Outreach running this week
LiveWorked from your rules, not a manual call list.
Four lists that already exist
Nobody needs a new report to start.
Every practice can already produce these four lists. What none of them has is the hours to work through one, which is why patient recall and reminder calls are the first thing to fall off a busy week.
Included
Due and overdue
Patients your own system says should have been seen by now. The list grows every month it is not worked, and the oldest entries are the ones least likely to return on their own.
Included
Booked but unconfirmed
Appointments nobody has spoken to a human about. A text that goes unanswered is not a confirmation, and the difference shows up as an empty chair.
Included
Lapsed after one visit
People who came once and never came back. They are not a marketing audience, they are patients with an open problem and no next appointment.
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
Someone attempted a call
61
Reached and booked a visit
27
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
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.
Straight answers
The worries that come up before anyone approves outbound.
Our patients will know it is not a person.
The agent identifies itself as an assistant calling on behalf of the practice at the start of every call. Practices that tried disguising it found the complaints came from the disguise, not from the automation.
We are not comfortable with automated calls about health.
Nothing clinical is said. The calls are about a date and a time, and any question the patient raises that is not administrative is handed to your team rather than answered.
What stops it calling somebody five times?
You set the attempt limit and the calling windows. The limit is enforced across all lists at once, so a patient on both the recall and the waitlist is not called twice as often.
How do we know it is not annoying people?
Outcomes are recorded per call, including refusals and opt outs, so you can see the rate rather than infer it from the one complaint that reached the front desk.
See it work
Proactive Patient Outreach, on a real call.
Working a recall list the front desk never has time for, and putting the lapsed patients back in the diary.
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.
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HIPAA
United States
BAA available on request
GDPR
UK & Europe
DPA available, data hosted in the EU/UK
DPDP
India
Data residency in India
See it on your own calls. Book Demo.
30 minutes, on your own call flows. No commitment.
- 18 specialties covered
- ·Live in weeks, not months
- ·HIPAA, GDPR and DPDP