Use case · Proactive Patient Outreach
Recalls, screening, chronic care reviews, post-discharge checks and no-show recovery run as conversations rather than broadcasts — and every one of them ends in a booked appointment or a recorded reason.
In the product
Outreach — cervical screening wave 12
DiallingOutbound 17:20 · Grainne T. · 33 · overdue 14 months · preferred window: evening
Primum
It's the practice calling — you're due a cervical screening and I can book it now if that suits.
Caller
I know. I keep putting it off, I found the last one really uncomfortable.
Primum
That's worth saying, and there are things that help. I can book you a longer appointment with a female clinician and note that you'd like a smaller speculum used. Would that make it easier?
Caller
Yes, actually. That would.
Preference recorded · slot type SCR-EXT 20 min · clinician filter: female
Primum
Thursday the 14th at 16:40 with Nurse Dwyer, twenty minutes. I've added the note to your record.
Campaign outcome
Written to chart 17:24 · removed from wave 13 · reminder scheduled
Overview
Most recall programmes are a text message and a hope. They cannot answer 'why do I need this', they cannot book the appointment, and they cannot tell the difference between a patient who ignored them and one who moved away two years ago. So the same list gets texted every quarter and the same gaps stay open.
Primum works the list as calls and messages that go somewhere. The agent explains why the patient has been contacted, answers the objection, books the slot there and then, and writes the outcome back — including the declines and the wrong numbers, so the list gets cleaner every cycle instead of longer.
Capabilities
Reach is the easy part. These are the things that turn contact into a booked appointment.
Overdue mammograms, HbA1c more than nine months old, statin-eligible and untreated, discharged in the last 72 hours. Built from the live record and re-evaluated before every wave, so patients who have since been seen are dropped.
Patients decline because nobody explained the reason. The agent can, in their own language, and can escalate a genuine clinical question to a nurse instead of losing the contact.
No callback, no link, no queue. The slot is offered and committed inside the same conversation, which is the single biggest determinant of whether a gap closes.
Contact windows, channel preference, opt-outs and per-campaign frequency caps are applied before dialling, and every contact is logged against the patient's consent record.
How it works
Each wave leaves the list smaller and better than it found it.
01
Selected from the live record against your clinical criteria, then filtered by consent, contact preference and anything already booked.
Live registry query
02
Voice, SMS or portal, in the language and the window each patient prefers, with retries paced rather than repeated the same evening.
Consent-aware dialling
03
The reason explained, objections answered, clinical questions escalated to a nurse, and the appointment offered against live availability.
Live diary
04
Booked, declined with a reason, unreachable, or deceased and removed. All of it back in the chart, and the registry updated for the next wave.
Registry write-back
01
Selected from the live record against your clinical criteria, then filtered by consent, contact preference and anything already booked.
Live registry query
02
Voice, SMS or portal, in the language and the window each patient prefers, with retries paced rather than repeated the same evening.
Consent-aware dialling
03
The reason explained, objections answered, clinical questions escalated to a nurse, and the appointment offered against live availability.
Live diary
04
Booked, declined with a reason, unreachable, or deceased and removed. All of it back in the chart, and the registry updated for the next wave.
Registry write-back
Benefits
Outreach is the only lever that reaches patients who are not already in front of you.
A conversation that can book converts several times better than a message that cannot. The measure moves because appointments exist, not because contacts were attempted.
Cancellations and unfilled slots are offered to the people who are clinically overdue, so capacity goes where it is worth most.
Wrong numbers, moved-away patients and firm declines are recorded rather than re-dialled. Every cycle costs less than the one before it.
In practice
The same engine, pointed at different cohorts.
Symptoms checked, medicines reconciled against the discharge letter, and follow-up booked. Anything deteriorating goes straight to the duty clinician.
Patient declines out of anxiety. The agent explains the procedure, offers a female clinician and a longer slot, and books it.
Bloods booked first, review booked after, and the preparation instructions sent for both in one message.
Worked the following morning while the reason is still true. Most rebook into a slot inside seven days.
Give us the cohort that never responds. We will work one wave of it against your live diary and report back on what booked, what declined and why, and how much of the list was never reachable in the first place.