60% of Australian optometry patients due for recall don't book because they can't get through on the phone, find the booking process inconvenient, or don't feel prompted with sufficient urgency. Average optometry patient lifetime value is $3,200–$6,800 over 10 years. AI outbound recall calling raises recall completion rates from 40% to 68%, recovering $280–$540 per additional recalled patient in annual examination and optical sales revenue.
Patient recall is the engine of optometry practice revenue. Every patient who had their eyes tested 2 years ago is due again. Many of them will come back — if they're reminded and if booking is easy. Most won't proactively book without a prompt. And many of those who receive a reminder still don't book because the process is too hard.
Why recall completion rates are low
Traditional recall methods achieve low completion rates because they require the patient to take action after receiving a passive prompt. An SMS or email that says "you're due for your eye test" creates awareness but not action. The patient puts it on their mental to-do list and forgets it within 48 hours.
A phone call is different. It creates a conversational moment that can convert directly to a booking — no further steps required. The patient answers, the AI says they're due for an eye test, and offers 3 appointment times right now. Many patients book on the spot rather than adding it to their list.
Frequently asked questions
When is the best time to make AI recall calls for optometry patients?
Optometry recall calls perform best Tuesday–Thursday between 10am–12pm and 2pm–4pm. Avoid Monday mornings (patients are mentally in work mode and defer personal appointments) and Friday afternoons (people mentally check out for the weekend). Calls during the optimal window have 34% higher booking conversion than calls at other times. CallSorted's scheduling respects optimal timing windows automatically.
How does AI handle patients who say they saw another optometrist?
When a patient mentions they've moved to another practice, the AI notes this for your records (patient flagged for removal from active recall list) and closes the interaction professionally. This data is valuable — if a significant number of recalls report they've moved elsewhere, it signals a retention issue worth investigating. More commonly, the patient simply hasn't had the eye test elsewhere yet — and the reminder is what prompts them to book.
Can AI recall calls be configured to mention specific vision concerns appropriate to the patient's age?
Yes. CallSorted's optometry recall configuration can include age-appropriate health messaging: patients over 50 receive a mention of glaucoma risk and the importance of regular checks; diabetic patients receive a mention of diabetic retinopathy screening. This clinically relevant personalisation improves recall appointment show-up rates and is consistent with evidence-based patient education. The specific messages are approved by your optometrists before deployment.
Turn your recall list into booked appointments. Book a demo for optometry practices.