Program · runs under primary care operations
Annual wellness visitsThe most reliably covered visit, and the most consistently unbooked.
Patients eligible for an annual wellness visit who have not booked one — the most reliably reimbursable preventive contact, and the most consistently under-booked.
The eligible list
Who is actually on the eligible list.
An unbooked wellness visit is not one problem — it is six different patients, and the outreach speaks to each of them differently. Eligibility comes off the connected record, so patients who already booked never get the call.
Never had one
Eligible for years, never told plainly what the visit is
Thinks it is a physical
Declining a visit they believe involves a gown and a blood draw
Lapsed after one
Came once, then dropped off the annual cycle
Booked and no-showed
The visit existed; the reminder did not
Declined last cycle
Said no for a reason that is now on record — and may have changed
New to the panel
New coverage, unsure what it includes
Your team configures the cycle: when outreach begins, how many attempts, and which scheduling workflow the bookings land in. A declination is recorded with its reason — so next cycle starts from what the patient actually said, not a cold list.
The contact
What each contact follows.
Outreach on the eligibility cycle, with follow-up attempts at defined intervals until the patient books or declines for a recorded reason.
Every attempt ends as a recorded outcome — so who was actually reached this month is a fact your team can pull, not a guess.
Voice call · the plain explanation
“You're eligible for a wellness visit this year and it's fully covered. It's a conversation about your health rather than a physical — no gown, no blood draw. Would a morning work?”
Followed on every contact
- Eligibility explained in plain terms
- What the visit involves, and what it does not
- Finding a time that works
The split
The routine part completes on the contact. The rest reaches the care team.
Completed without a clinician
- Engaging the patient and moving the booking forward
- Capturing why a patient declines, so the list stays honest
Text message · after booking
Sent to the care team
- A concern raised during the outreach that should not wait for the visit
An escalation arrives with the transcript, the triggering sentence, and the change against this patient’s own baseline — in the patient’s own care team’s queue, ranked by severity.
The escalation rules are written and certified by our clinicians before any patient is contacted. How programs are designed.
On your side
What scheduling receives: a booking, or a reason.
Both outcomes are worth having. A real reason for declining is a different thing from an unanswered call, and it is what keeps the eligible list worth working next cycle.
Wellness outreach · outcome
Outreach record
- Program
- Annual wellness visits
- Patient
- H. Simmons · 71
- Outcome
- Booked · Thu Oct 2, 9:00 AM
- Patient said
- “Thursday morning works for me.”
- Confirmation
- Sent by text, delivery confirmed
Wellness outreach · outcome
Outreach record
- Program
- Annual wellness visits
- Patient
- D. Whitfield · 68
- Outcome
- Declined · reason recorded
- Reason
- Traveling until late October — asked to be contacted in November
- Next step
- Re-contact scheduled per the program
Running the program
- What it writes back
- The outreach and its outcome on the patient's record, ready for the scheduling workflow.
- Who owns it on your side
- Primary care operations. The same people who own the schedule the visits land on. The program fills the calendar; it does not add a queue.
- What a pilot measures
- Share of eligible patients who booked, and the share of declines with a reason recorded rather than an attempt logged. Agreed before the pilot starts — the only honest form of proof we offer.
Start from this year's eligible list.
You already know how many patients are eligible and how many have booked. The pilot question is what happens to the difference when every one of them is actually reached.
Talk to our team