Recall & Reconnect — Module Specification (Designer‑Ready, v1.0)

/modules/recall-reconnect

Page purpose (Design Standard — non‑negotiable)

This page positions Recall & Reconnect as Primoro’s app‑first patient continuity module — helping practices keep patients attending routinely, and gently re‑engaging those who have drifted away.

It replaces manual recall lists and one‑off reminder blasts with a modern, respectful, mobile‑led experience that updates automatically as patients engage.

Tone: calm, reassuring, supportive

Style: relationship‑led healthcare — never nagging, never sales‑driven

This page must communicate

• Recall & Reconnect is app‑first by design (Primoro mobile app is the primary channel).
• Patient status updates automatically as they engage (no manual tracking).
• The system uses intelligent fallback (SMS/email/WhatsApp) only when needed.
• Care plan patients are prioritised in line with plan cadence and included visits.
• Two‑way engagement is supported (patients can reply/ask questions; team can step in).
• All activity is visible to the team and logged against the patient record.

This page is not

• a bulk reminder tool or “spam engine”
• a marketing campaign module (that’s Campaign Manager)
• a replacement booking engine (it works with Appointment Manager)

Hero

Recall & Reconnect — keep patients on track, without the chase

App‑first recall and re‑engagement — with intelligent fallback when patients don’t respond.

Recall & Reconnect helps keep patients attending regularly — without drifting away, missing care opportunities, or turning to other practices.

CTAs → Request a demo (/request-a-demo) → Explore the Primoro Platform

What Recall & Reconnect does

Template‑driven by default: Recall & Reconnect uses proven, pre‑defined message templates that trigger automatically at the right moments — helping patients reconnect without the team needing to plan, write, or send messages manually.

Recall & Reconnect automates routine recall and patient re‑engagement using pre‑defined, best‑practice templates designed to reach patients at the right moments — without the team needing to manually plan, write, or send messages.

These templates are triggered automatically by patient status (due, overdue, inactive), care‑plan cadence, and engagement behaviour, ensuring outreach happens consistently and appropriately with no manual chasing.

It:

• identifies patients who are due, overdue, or inactive
• starts outreach in the Primoro mobile app first
• updates patient status automatically as they engage
• escalates to other channels only when required
• surfaces patients who require personal follow‑up

All activity is logged against the patient record and visible to the team in real time.

Core capabilities (Design Standard)

1) App‑first recall & reconnect

• Recall and reconnect messages are delivered in the Primoro app first.
• Patients receive clear, branded notifications.
• The app is treated as the primary engagement channel.

Designer intent: the app should feel like the natural place patients manage ongoing care — not an optional extra.

2) Automatic status updates

• Patient actions automatically update recall and reconnect status.
• Status changes are reflected instantly.
• No manual tracking required.

Use consistent status language across the system, e.g. Notified → Viewed → Engaged → Booked.

3) Intelligent fallback engagement

If a patient doesn’t engage in‑app:

• the system escalates to SMS, email, or WhatsApp (where enabled)
• timing and frequency are controlled
• duplicate or excessive reminders are avoided

Designer intent: patients are contacted — without being overwhelmed.

4) Care plan‑aware recall prioritisation

Recall & Reconnect integrates with Care Plan Subscriptions to prioritise routine visits in line with active plan cadence and included visits.

• Care plan patients are recalled in line with their included visits
• Timing reflects expected attendance and entitlement
• Helps ensure plan value is fully realised

5) Reconnect workflows for inactive patients

• Identifies patients who haven’t attended in a defined period
• Uses softer, relationship‑led messaging
• Still app‑first, with fallback if required

Designer intent: reconnect restores the relationship — it doesn’t chase.

6) Two‑way engagement & booking

• Patients can book, reply, or ask questions directly
• Responses flow into the Communication Hub
• Front‑desk teams can step in when needed

7) Clear visibility for the team

• See who is due, overdue, notified, engaged, or booked
• Consistent status language across the system
• No ambiguity or hidden recall lists

Recall vs Reconnect (clarity block)

Recall

• routine, expected visits
• active patients
• regular cadence
• app‑first reminders with fallback

Reconnect

• overdue or inactive patients
• softer, recovery‑focused outreach
• relationship‑led
• app‑first re‑engagement with escalation

Both are managed in one module, one workflow.

Visual guidance (for designers)

Design should emphasise calm clarity and actionability (healthcare‑first, not marketing‑first):

Patient mobile app (primary surface)

• Recall notification card (due/overdue) with one clear action (Book / Ask a question)
• Message centre thread for recall/reconnect conversation
• Status acknowledgement states (Viewed / Engaged) reflected subtly (no guilt language)

Staff portal / Communication Hub

• Recall queue view with filters (Due / Overdue / Inactive / Needs follow‑up)
• Status chips/badges (Notified / Viewed / Engaged / Booked)
• “Needs personal follow‑up” surfaced as a clear work item

Design principles

• App‑first always; fallback is invisible to the patient unless used
• No portal fatigue; no multi‑inbox behaviour
• Avoid red/urgent styling for routine recall (use calm informational emphasis)

(These are design intents; implementation details live in technical specs.)

How it fits within Primoro

Recall & Reconnect works with:

• Patient Mobile App (primary channel)
• Communication Hub (two‑way messaging and follow‑up)
• Appointment Manager (booking and diary alignment)
• Care Plan Subscriptions (plan‑aware prioritisation)
• Performance Dashboards (outcome visibility)

It complements Pipeline and Campaigns by focusing on existing patient continuity and recovery.

Frequently asked questions

Is Recall & Reconnect a marketing or CRM tool?

No. Recall & Reconnect is focused on existing patient continuity and clinical follow‑through, not promotion, advertising, or lead marketing. It ensures patients already registered with the practice are reminded and re‑engaged appropriately — without sales language.

How does Recall & Reconnect decide what message to send?

Recall & Reconnect is template‑driven by default. It uses proven, pre‑defined templates that are automatically selected based on patient status (due, overdue, inactive), care‑plan cadence, and recent engagement. Staff do not need to choose or write messages manually.

Can practices customise the templates?

Templates are designed as best‑practice defaults and can be adapted to match practice tone and branding. The intent is consistency and safety — not free‑text messaging for every recall.

Does it always start in the mobile app?

Yes. All recall and reconnect journeys start in the Primoro patient mobile app. Other channels are used only if the patient does not engage in‑app.

What happens if a patient ignores the message?

If there’s no engagement in the app, Recall & Reconnect automatically applies intelligent fallback (such as SMS or email) based on configuration — without sending duplicate or excessive reminders.

Can patients reply or ask a question instead of booking?

Yes. Recall messages support two‑way engagement. Replies and questions flow directly into the Communication Hub, allowing the team to respond or follow up without switching systems.

Does this replace manual recall lists or recalls in the PMS?

Yes. Recall & Reconnect replaces manual recall lists, spreadsheets, and ad‑hoc reminders. It works alongside the PMS diary, but recall logic and engagement are handled centrally in Primoro.

How does this work with Care Plan patients?

Care Plan patients are recalled in line with their plan cadence and included visit entitlements, helping ensure visits are used at the right time and plan value is fully realised.

Will patients feel chased or pressured?

No. Messaging is designed to be calm, timely, and respectful. Reconnect templates use softer language and avoid urgency or guilt‑based cues.

Final CTA

Keep patients on track — and bring them back when they drift.

→ Request a demo (/request-a-demo) → Explore the Primoro Platform

Recall & Reconnect — Module Specification (Designer‑Ready) v1.0

Aligned to Primoro Design Standard