Veracity Recall Response Calls

Recall ends with the patient picking up the phone

Recall efforts, whether the yearly physical letter, the overdue screening notice or the reminder that a chronic care visit is due, share one weak point. The patient has to call. Some do it the day the letter arrives. Many put it off until an evening or a weekend, when the office is closed and the call goes to voicemail. Some never try again.

A recall program is only as good as the phone line that answers the response.

Patients who have been away

Patients returning after a long gap need a few more questions than an established patient booking a routine visit. Their insurance may have changed, their address may be different and they may not remember their provider's name. Katie asks the questions your rules require for a returning patient, so the request reaches staff complete.

Getting these details on the first call matters more for returning patients than for anyone else, because their chart in Veracity is likely to be out of date. Your staff can update it before the visit rather than at the check-in window.

• Name, date of birth and current contact details
• Current insurance, which may have changed since the last visit
• Which notice or letter prompted the call, if any
• Provider preference, or whether the patient's former provider is still the right fit
• Days and times the patient can come in

Who sends the recall

Your practice can keep running recall the way it does now. Practices that turn on Sallie, MedReception AI's outbound scheduling agent, can also have her call patients who are due, such as for a yearly physical, and offer open times, and recall texts can go out once the number's texting registration is done. Katie's part is making sure that when a patient responds by phone, someone answers.

That keeps the roles clear. Your team chooses who to contact and when; Katie makes sure the replies are not lost.

Returning on their own

Not every returning patient was prompted by a letter. Some call because a symptom worried them, because a new employer's insurance now covers your practice, or because a family member nudged them. Katie treats each one the same way, with a complete intake, and anything clinical in the conversation follows your escalation rules.

These callers are easy to lose. They have already hesitated once, and a voicemail greeting is often enough to postpone the decision again.

Making the return visit count

A returning patient's first visit back often has to cover overdue screening, a medication review and catching up on chronic care at once. Your practice defines which visit types fit those needs and how long they take, so the request is labeled appropriately and your scheduler can book the right length in Veracity rather than a short slot that will run over.

It also lets your clinicians prepare. A summary saying the patient has not been seen in years and wants to restart care tells the provider what kind of visit is coming.