Dental Network: Recall Outreach, Hygiene Reminders & Last-Minute Rebooking with MEDICALL AI®

Abstract

A pan-EU dental network used MEDICALL AI® to automate recall outreach, hygiene reminders, and short-notice rebookings. Front-desk teams focus on in-clinic experience while voice agents fill calendars, cut cancellations, and deliver education securely via links. After six months: +70% appointment utilization, −30% cancellation rate, 2.2× recall attendance, +28% patient loyalty.

Company Profile

Name: Dental Network (anonymized) · Region: EU · Industry: Dental · Size: ~1,200 staff across 50+ clinics · Contact volume: ≈ 8,000 calls/month · Services: prophylaxis, fillings, endo, prosthetics, implants.

Starting Point & Challenges

• Low recall uptake and unclear contact preferences. • High cancellations/no-shows, esp. prophylaxis. • Unfilled slots from late cancellations. • Inconsistent hygiene education. • Silos between telephony, practice calendars, and patient comms.

Objectives

Scale/personalize recalls, reduce cancellations, maximize short-notice rebookings, standardize hygiene guidance with secure delivery, EU residency & GDPR.

Solution: MEDICALL AI® for Dental

Voice agents run targeted recall campaigns (prophylaxis intervals, risk profiles), book slots by treatment/team/room, and send multi-step reminders. On cancellations, the system auto-generates a rebooking candidate list (waitlist, proximity, preference) and offers options via call/SMS. Hygiene instructions (e.g., interdental care, fluoride, pre/post-op) are delivered via encrypted links with read receipts.

Functional Highlights

• Segmented recall campaigns (age, risk, history). • Smart rebooking queues for late cancellations. • Multi-channel reminders (SMS/voice) with confirmation prompts. • Secure education links & forms (consents, instructions). • Warm hand-off to team for special cases (e.g., pain, acute).

Integrations

Practice EHR/calendars via HL7®/FHIR® (Patient, Appointment, ProcedureRequest, DocumentReference), Microsoft 365/Google calendars, telephony via SIP/SBC, IAM via SAML/OIDC/SCIM, webhooks (status/cancellations/confirmations).

Security & Compliance

TLS 1.2+ in transit, AES-256 at rest, RBAC with least-privilege/JIT, mandatory 2FA, tamper-evident audit logs. GDPR: data minimization, pseudonymization, defined retention/deletion; DPA & DPIA completed. EU data residency.

Rollout & Change Management

Week 1–2: discovery, KPI set, segmentation rules. Week 3–4: EHR/calendar sync, SIP/SBC, IAM. Week 5: pilot (A/B vs. standard). From week 6: phased rollout, playbooks, training (2×120 min), quality sampling.

Results (after 6 months)

• Appointment utilization: +70%. • Cancellation rate: −30%. • Recall attendance: 2.2×. • Patient loyalty: +28%. Additionally: better chair/room utilization, less idle time, consistent hygiene education.

KPI Definitions

"Appointment utilization" = filled ÷ available slots (capacity-adjusted). "Cancellation rate" = cancelled ÷ scheduled. "Recall attendance" = attended recall visits ÷ invitations sent. "Patient loyalty" = return rate/NPS delta.

Quality, Training & Operations

Standardized playbooks, multilingual prompts, continuous tuning; SLOs for availability/response; planned maintenance; incident response ≤ 72 h.

Governance & Reporting

Weekly campaign reviews, monthly steering. Dashboards: reachability, abandonment, recall funnel, rebooking rate, NPS/feedback. Versioned flows with rollback.

Business Impact

Higher revenue per chair via better utilization, reduced opportunity cost through less idle time, stronger retention, and consistent patient education.

Lessons Learned & Next Steps

Risk/preference segmentation materially boosts recall conversion. Next: self-service portal for recall choices, predictive short-notice slot filling, expanded education library.