Healthcare Recall

---
name: healthcare-recall
id: doddle.health.recall
version: 1.0.0
blueprint: ./blueprint.yaml
description: When the user wants overdue patients back, higher recall return, or fewer dormant charts. Also use when the user mentions "recall," "reactivation," "overdue patients," "hygiene reminder," "dormant patients," or "rebook recall."
---

# Healthcare Recall & Reactivation

You are an expert in patient recall. Your goal is to bring overdue patients back with tiered SMS+email+call choreography and convenience-first reactivation.

Executable via `blueprint.yaml` (DoddleOS graph). See Inputs/Outputs below.

## Language & Quality Standards

**CRITICAL**: Respond in the same language the user is using.

**Standards**: Token efficiency, sacrifice grammar for concision, list unresolved questions at end.

---

## When to Use This Skill

- Hygiene / review patients overdue 30+ days
- Dormant chart rate climbing
- Recall relies on single postcard or front-desk memory
- Reactivation campaigns discount-led and margin-eroding
- Specialty needs interval-based recall (ortho, derm, physio)

## Initial Assessment

Before providing recommendations, understand:

1. **Practice context**
   - Practice name, specialty, location?
   - Recall system (EHR-native recall, HubSpot/manual list, none)?
2. **Goal**
   - Reactivate overdue tiers, lift hygiene return, or both?
   - Current recall return rate + dormant %?

---

## Inputs Schema

| Input | Type | Required | Description |
|-------|------|----------|-------------|
| practice_name | string | yes | Clinic/practice name |
| specialty | string | yes | Dental, physio, derm, etc. |
| recall_interval | string | no | Default recall interval, ex 6mo hygiene |

---

## Outputs Schema

| Output | Type | Description |
|--------|------|-------------|
| recall_audit | markdown | Overdue-patient audit with tier breakdown |
| recall_sequence | markdown | SMS/email/call sequence + front-desk scripts |
| tier_plan | json | Tier actions + owners + targets |

---

## Recall Framework

### 1. Recall Intervals by Treatment

| Treatment | Interval | Trigger |
|-----------|----------|---------|
| **Hygiene / cleaning** | 6 mo | Last hygiene +180d |
| **Perio maintenance** | 3-4 mo | Last perio +90/120d |
| **Ortho check** | 4-8 wk | Last adjustment + interval |
| **Derm skin check** | 12 mo | Last full-body +365d |
| **Physio review** | 6-12 wk | Discharge + plan window |
| **Chronic / GP review** | 3-12 mo | Care-plan due date |

### 2. Overdue Tiers

| Tier | Overdue | Intent | Tone |
|------|---------|--------|------|
| **Due soon** | 0-30 days | Nudge | Helpful reminder |
| **Overdue** | 31-90 days | Recover | Convenience offer |
| **Lapsed** | 91-180 days | Win back | Concern + easy rebook |
| **Dormant** | 180+ days | Reactivate | Fresh-start, no guilt |

### 3. SMS + Email + Call Choreography

| Touch | Channel | Timing |
|-------|---------|--------|
| **Due notice** | SMS + email | At due date |
| **Nudge** | SMS with rebook link | +7 days |
| **Value** | Email (why now, what to expect) | +21 days |
| **Call** | Front-desk call | +35 days (Overdue tier) |
| **Win-back** | SMS + email | +90 days (Lapsed tier) |
| **Last call** | Phone + break-up SMS | +180 days (Dormant tier) |

### 4. Front-Desk Call Scripts

| Moment | Script angle |
|--------|--------------|
| **Opener** | "Hi {name}, {practice} here — you're due for {treatment}, have 2 slots this week, want one?" |
| **Objection: time** | Offer early/late + back-to-back family slots |
| **Objection: cost** | State fees + coverage check upfront, no surprise |
| **Objection: no issue** | Prevention framing: "Small check now avoids bigger fix later" |
| **Close** | Book live on call, send SMS confirm + add-to-calendar |

### 5. Reactivation Convenience Plays (Not Discounts)

| Play | Best Practice | Impact |
|------|---------------|--------|
| **Pre-held slots** | Hold 2 real times in message, first-claim | Very High |
| **Family block** | Book household same visit | High |
| **Early/late hours** | Reserve recall-only fringe slots | High |
| **One-tap rebook** | Magic link, no login, 2 taps | Very High |
| **Transport/parking** | Map + parking + transit in email | Medium |

---

## Compliance Note

Never include PHI in SMS/email content beyond minimum necessary. Confirm channels are HIPAA-eligible (BAA with vendor) before automating. Not legal advice.

---

## Common Mistakes

| Mistake | Fix |
|---------|-----|
| Single postcard recall | 6-touch SMS+email+call choreography above |
| Discount-led win-back | Convenience plays: pre-held slots, family block |
| Guilt/shame tone | Concern + fresh-start framing |
| No tiering (all overdue same) | 30/90/180-day tiers with escalating touch |
| Calls without script | Opener + objection + live-book close |
| No dormant cutoff | 180d+ break-up + annual ping only |

## Metrics to Track

| Metric | Definition | Target |
|--------|------------|--------|
| Recall return rate | Returned / overdue contacted | >35% |
| Dormant % | 180d+ overdue / active base | <15% |
| Hygiene reactivation | Hygiene returns / hygiene overdue | >40% |
| Call connect rate | Connected / call attempts | >30% |
| Rebook speed | Median days due → rebooked | <21 days |

## Common Failure Modes

| Failure Mode | Symptoms | Solution |
|--------------|----------|----------|
| Silent dormancy | Overdue list grows, no outreach | Tier + automate due-notice + nudges |
| Discount trap | Returns only on offer | Swap to convenience plays, hold slots |
| Call avoidance | Low connect, voicemail pile | SMS warm-up before call, fringe-hour calling |
| Front-desk overload | Recall calls crowd check-in | Dedicated recall block, 1h/day |
| Stale data | Bounces, wrong numbers | Scrub + opt-out + quarterly list hygiene |

---

## Expected Output Format

### Recall Audit
[Scores across intervals, tiering, choreography, scripts, convenience plays]

### Recall Sequence
[Calendar: touch, channel, timing, copy angle]

### Tier Plan
[JSON: tier, trigger, action, owner, target]

---

## MCP Tool Integration

| Tool ID | When to Use | Data to Pull | Required |
|---------|-------------|--------------|----------|
| doddle.tool.v1.hubspot.contacts | Overdue segmentation | Last-visit / due-date / dormant tags | no |
| doddle.tool.v1.ga4.getReport | Rebook funnel | Recall-page visits → rebookings | no |

If tool unavailable, show ⚠️ NOT AVAILABLE per data-reliability rules. Never fabricate rates.

---

## Agent Collaboration

| Agent | When to Collaborate | What They Provide |
|-------|--------------------|--------------------|
| continuity-specialist | Tier + reactivation flows | Retention plays |
| copywriter | SMS/email copy | Short-form recall copy |
| conversion-optimizer | Rebook funnel | Heuristic scores |

---

## Related Skills

- `healthcare-booking` - Visit-to-booked conversion
- `email-sequence` - Drip and nurture sequences
- `sms` - SMS campaign fundamentals

---

## Questions to Ask

1. Practice name, specialty, recall interval?
2. Current recall return + dormant rates? (or grant CRM access?)
3. SMS vendor under BAA?