# Patient follow-up use cases

Source: https://www.getwilco.ai/use-cases

## Reach every lead

Interest should start a conversation, not disappear into a missed call or an unanswered form.

### Missed calls

The problem: The phone rings while the team is with a patient. The caller leaves without a next step.

Wilco’s response: Pick up the missed enquiry, call back and offer another way to reply. Continue within your clinic’s contact rules until there is an outcome.

Then what? Appointment booked: move into reminders.

### Unanswered enquiries

The problem: You have already paid for the interest. A form, ad or message comes in, but the patient does not respond to the first attempt.

Wilco’s response: Connect the entry points, alternate the agreed channels and adapt the next action to each reply. A requested callback changes the cadence; a human handoff keeps the context.

Then what? Book, resolve the question or record a decision. No reply stays unresolved.

## Get them through the door

A booked slot is only the beginning. Help the patient make the visit, even when plans change.

### Unconfirmed appointments

The problem: The appointment is in the calendar, but the patient has not confirmed or may have a practical question.

Wilco’s response: Send the right details, ask for confirmation and follow up through agreed channels. Give the patient a clear way to confirm, change or cancel.

Then what? Verify attendance from the clinic record.

### Changes & cancellations

The problem: The original appointment no longer works. Without a new plan, the visit can be lost.

Wilco’s response: Help find an available time, replace the old booking and restart reminders for the new date. Availability exceptions go to your team.

Then what? The new appointment returns to the attendance flow.

### No-shows

The problem: The clinic confirms a missed visit. The patient still needs help but has no next appointment.

Wilco’s response: Find out what happened, follow up across the agreed channels and help rebook. Sensitive cases go to a person. Stop conversion outreach if the patient declines or opts out.

Then what? Rebook, restart reminders and follow through to verified attendance.

## Get the plan signed

Understand what is holding the patient back and help them reach an informed decision.

### Unsigned treatment plans

The problem: A clinician has proposed a treatment plan. “I’ll think about it” becomes a pending record with no next conversation.

Wilco’s response: Follow up with the plan in context. Understand whether the issue is timing, cost or an unanswered question, then agree the appropriate next step.

Then what? Record acceptance, a requested pause or a decline. Silence is not consent.

### Cost concerns

The problem: The patient is considering the prescribed treatment, but cost is preventing a decision.

Wilco’s response: Introduce the available financing options where appropriate and connect the patient with the right person. Eligibility, approval and terms belong to the financing provider.

Then what? Follow up the care decision, not just the financing application.

### Unanswered treatment questions

The problem: The patient needs a clinical answer before they can decide. More reminders will not resolve the question.

Wilco’s response: Pause conversion follow-up and hand the question and history to your care team. Resume only when the team says it is appropriate.

Then what? The clinician answers. The patient decides.

## Bring them back

Keep the relationship connected to the next review, unfinished care or a patient-led recommendation.

### Overdue reviews

The problem: A review is due, but there is no return visit in the calendar.

Wilco’s response: Reach out at the right time using the clinic’s care schedule and patient preferences. Help book the visit and move it into reminders.

Then what? Measure the return visit, not just the reminder sent.

### Overdue vaccines & preventive care

The problem: Your practice records show vaccines, deworming or check-ups still outstanding. The owner has not booked, and a reminder alone has not brought them back.

Wilco’s response: Work from your practice’s outstanding-care list. Call the owner, follow up through agreed channels such as WhatsApp and help arrange the visit. Continue to a clear outcome, respecting contact preferences and opt-outs. Your veterinary team decides what care is due and answers clinical questions.

Then what? Move the booking into reminders, reschedule when needed and recover no-shows. Track the attended return visit separately from care completed by the practice.

### Unfinished treatment

The problem: A course of treatment has paused or a recommended next visit has not been arranged.

Wilco’s response: Reconnect with the patient about the existing care plan. Route changed circumstances or clinical concerns to your team before coordinating a return.

Then what? The care team confirms the next step; Wilco helps the patient get there.

### Patient referrals

The problem: A happy patient recommends the clinic, but the person they referred does not know how to take the next step.

Wilco’s response: Give the patient an invitation they can share. When the referred person gets in touch, start their own enquiry and follow-up journey.

Then what? A new enquiry returns to Reach, with its own contact preferences.