Outbound · the work that leaves the building
A slot just opened.
Eleven minutes later it is booked again — offered, chased and confirmed. Nobody at your desk dialled a number.
Tuesday · Dr Whitfield08:00 — 18:00 · 20-minute slots
Eleven minutes, and nobody worked them
This is the entire recovery, timestamp by timestamp. The only human decision was made weeks earlier, when you approved the rule.
What gets written downRecovery log09:41 → 09:52
09:41:06
The cancellation lands
Released into your book, not into an inbox.
09:41:09
The waitlist ranks itself
Your rules: who asked, who is due, who is near.
09:42:00
First offer goes out
Text, then a call four minutes later.
09:45:20
No answer
One attempt. The contact budget holds.
09:46:04
Second offer
Next in line — by call, because he answers calls.
09:52:41
Taken
Confirmed on the call, booked in your diary.
09:52:43
The loop closes
Who was offered what, in order, on the record.
Refilled at 09:52.11 min 37 s elapsed · 0 staff minutes
Four errands that leave the building
Confirm
The day before
Text, then voice. They can reply in words, not codes.
Backfill
The second a slot frees
Down the ranked list until somebody takes it.
Recall
When a date passes
Absence is the trigger. Nobody has to remember.
Follow-up
When a call left something open
It closes, or it becomes a task with a name on it.
Reminders work. The size of the effect is measured.
+23%
more likely to attend
−25%
less likely to no-show
Pooled across 21 studies — 8,345 patients notified against 7,731 who were not.BMJ Open, 2016 · systematic review and meta-analysis
The part everyone skips: in six head-to-head trials the voice reminder edged the text one. Which is why we never ship text-only.How it sounds on the call →
What stops it, every time
A contact budget
Capped attempts per person, per reason.
Quiet hours
In their time zone, not your head office's.
Consent per channel
Checked before every attempt, not once a year.
Stop is global
Said anywhere, honoured everywhere, instantly.
Never a promotion
Their own care, or the call does not happen.
Every attempt is logged — including the ones that failed. That record is the point of the layer underneath. One thread per patient →
Straight answers
Will patients feel hounded?
That is what the fence is for. A capped number of attempts, quiet hours in their time zone, consent checked per channel, and stop honoured everywhere the moment it is said.
Our waitlist is a spreadsheet. Does that work?
Yes. A list is a list. We agree the ranking rules with you — who asked for earlier, who is clinically due, who lives nearby — and it runs against that.
Do we approve what goes out?
Nothing runs unsigned. Rules are drafted, you approve them, and the approval is recorded with who gave it. Changing one is a decision, not a setting somebody flipped.
Does it run outside opening hours?
Confirmations and offers do, inside the quiet hours you set. Anything needing a person waits for one, and the patient is told that plainly.
Send us last month's cancellations.
We will show you which of those chairs would still have been full.