Workflow · Outbound
Post-treatment follow-ups
Post-treatment follow-ups check in with patients after their appointment. Intavia asks how they're getting on and passes anything that needs a clinician to your team, so patients feel looked after once they've gone home.
At a glance
- What it does
- Checks in with patients after treatment and passes concerns to your team
- Channels
- Outbound calls, with additional channels available
- Integrations
- Your practice management system, such as Dentally
- What you can customise
- Which treatments are included, when check-ins happen, what is asked and what happens next
- What your team sees
- A campaign summary and tasks or alerts for anything that needs a clinician
- Setup
- Done for you by our team, around your aftercare approach
How it works
Post-treatment follow-ups run as a campaign built around your practice. Our team does the setup work: we agree with you how each situation should be handled, turn that into campaign rules, and Intavia applies them whenever the campaign runs, on a schedule or after an included appointment.
- Plan: we agree with you how follow-ups should work, from which treatments are included to how concerns reach your team. Our team builds the campaign rules from that.
- Eligibility: Intavia reads completed appointments from your practice system and selects the patients who meet the rules.
- Contact: patients are contacted at the agreed point after their appointment, within your contact window and following the attempt schedule.
- Conversation: identity is confirmed before any treatment details are discussed. Intavia asks the check-in questions you agree and shares only aftercare information you approve.
- Concerns: anything clinical or concerning is passed to your team. Concerns that match the urgent signs you agree with us are handled the way your practice decides, such as sharing the urgent-care contacts you approve.
- Outcome: every attempt ends with a recorded outcome.
- Next step: the outcome decides what happens next, such as a task for your team, another attempt or no further contact.
Campaign rules
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Rule | What we agree with you |
|---|---|
| Schedule and triggers | When the campaign runs, such as on a regular schedule or a set time after an included appointment |
| Eligibility | Which treatments, appointment types and clinicians are included, and any exclusions |
| Contact window | The days and hours contact can happen |
| Attempts | How many attempts are made, how far apart, and on which channels |
| Check-in questions | What patients are asked about how they're getting on |
| Aftercare information | The approved aftercare wording that can be shared, if any |
| Urgent concerns | Which signs count as urgent and how those concerns are handled, such as the urgent-care contacts shared and who on your team is alerted |
| Hand-over | The situations that become a task or alert for your team |
| Fallbacks | Alternative routes that keep things moving, such as trying another channel, sending a message or passing the conversation to your team |
Outcomes
Each outcome has a default next step. Any of them can be changed to suit your practice.
| Outcome | What happens next |
|---|---|
| Getting on well | Recorded, with no further check-ins for this appointment |
| Question for the team | A task is created with the question already captured |
| Concern raised | A task or alert goes to your team with the details already captured |
| Urgent concern | The urgent-care contacts and wording you approve are shared, and an urgent task is created for your team |
| Wants a follow-up appointment | The appointment is booked in your system where that's part of the plan, or a task is created for your team |
| No answer | The next attempt is scheduled, if any remain, and a follow-up message can be sent |
| Wrong number or opted out | That number isn't contacted again, for this campaign or all your campaigns, as you prefer |
Safeguards
- Identity is confirmed before any treatment details are discussed.
- Intavia doesn't give clinical advice; clinical questions and concerns go to your team.
- Any aftercare information shared uses only wording your practice approves.
- Contact only happens inside the agreed window.
- Anyone who asks not to be contacted, or whose number is wrong, isn't contacted again, for this campaign or across all your campaigns, whichever you prefer.
Works together with
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- Urgent & emergency calls: Urgent calls recognised early and routed, advised or booked the way your practice decides.
- Review requests: Patients are asked for a review at the right moment, with your review link sent to them.
- Practice knowledge & pricing answers: Clear answers about your services, prices and practice, from information you approve.
- Identity verification: Identity confirmed before personal details are shared, including for people calling on someone's behalf.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
FAQs
Calls are the default. Text, email or WhatsApp can be added to the attempt schedule.
No. It asks the check-in questions you agree, shares only aftercare information you approve and passes anything clinical to your team with the details already captured.
Urgent-care and emergency contacts are given in the wording your practice approves, and an urgent task is created for your team.
Yes. Tell your support team what you need and they update the campaign. There's nothing for you to configure.