Optometry Patient Recall: A Workflow for Your Team
Start with your own recall workflow
Patient recall is the work of contacting patients about their next recommended visit. Use the clinician’s documented recall date and your practice’s communication policies. A missed reply, a booked appointment and an attended visit are different outcomes; track them separately.
This guide does not assume a universal no-return rate, response benchmark or revenue lift. Review your own records before deciding where your team needs support.
1. Record the next step at the visit
Confirm that the next recommended visit and its reason are documented. The clinician determines the appropriate interval. Identify who checks the recall list and how the team handles a missing or unclear date.
2. Check how the patient can be contacted
Review contact details, communication preferences and consent before outreach. Keep message content appropriate for the channel and your practice’s policies. Assign a staff member to handle replies, opt-outs and questions that need clinical review.
3. Make follow-up visible
Decide who checks messages, records a response and helps the patient schedule. Separate patients who have not replied from those who declined or already booked. Agree on the next action rather than assuming every unanswered reminder needs the same message.
4. Measure the result
Choose a defined group of patients and a date range. Record how many were due, contacted, booked and attended. Keep that scope consistent when comparing periods. A booking is not an attended visit, and a projected optical purchase is not collected revenue.
If the results change, review possible causes such as contact accuracy, schedule availability and staff follow-up. Do not attribute every change to software or automation without evidence.
Review Jelo for your practice
Explore Jelo’s CRM and patient communication workflows and scheduling. During a workflow review, check how your team would find patients needing follow-up, handle replies and confirm appointments. Use fictional examples.
AI Receptionist and AI Scribe remain in development. Review current availability before including planned capabilities in your team’s process.
Jelo’s platform costs $300/month or $3,000/year per location, paid upfront annually. Optional end-to-end insurance billing with Jelo AI costs 10% of insurance reimbursements received. Processing, applicable taxes, third-party charges and other add-ons are separate. Review pricing and fees.