Scaling prevention: What 1 million patient contacts teach us about successful recall programmes

The NHS 10-Year Health Plan signals a transition from a reactive "sickness service" to a proactive, preventative model. Central to this transformation is the expansion of patient screening and recall programmes.

These initiatives are not corrective actions following treatment issues; they are preventative tools to ensure patients receive vaccinations, attend screenings, or engage with disease management services for chronic conditions. Identifying and contacting patients early reduces the long-term burden on secondary care.

At CHASE, we have already successfully contacted 1 million NHS England patients through our recall programmes. This scale of engagement provides us with unique insights into the technical and operational requirements needed to deliver the 10-Year Plan’s preventative ambitions.

Expanding the scope of screening

While vaccinations remain a cornerstone of prevention, the new national strategy significantly broadens the scope of non-vaccine screening. The NHS is prioritising the roll-out of high-tech and community-based diagnostic pathways:

• Targeted lung health checks (TLHC): Currently being rolled out nationally, this programme identifies high-risk individuals aged 55–74 (current or former smokers). Early findings show that over 76% of cases are caught at stage I or II, where treatment is most effective.
• Cardiovascular disease (CVD) and hypertension: The vision outlined in the 10-Year Plan requires system-wide transformation, using digital-by-default frameworks to identify and manage the 425,000 patients currently waiting for heart care.
• Obesity and weight management: The NHS is testing innovative models for delivering weight loss treatments through neighbourhood health centres, aiming to tackle the obesity epidemic before it leads to chronic secondary conditions.
• Genomics and predictive analytics: Starting in 2026, the NHS will expand genomic testing for inherited cancers and implement polygenic risk scoring to identify individuals at high genetic risk for common diseases before they become ill.

Technical requirements for effective recall

Moving from "analogue to digital" requires more than just sending text messages; it requires an intelligent, multi-channel infrastructure that can navigate the administrative and cultural complexities of modern Britain.

Multi-channel, smart outreach

A successful recall programme must be "digital by default" but not "digital only". While the NHS App is becoming the "digital front door" for booking tests and receiving reminders, many high-risk demographics require a personalised touch. Smart recall systems can use automated "cleaning" to identify patients who have moved or are ineligible, followed by a tiered approach:

1. Digital first: Initial contact via SMS or NHS App notifications for low-friction booking.
2. Personalised follow-up: Use of trained callers for those who do not respond to digital prompts.
3. Traditional back-up: Letters and physical mail for patients without digital access.
4. Integrated technology: Leveraging advanced solutions such as AI recall software and automated speed-diallers to significantly enhance the speed and efficiency of outreach.

The power of non-clinical specialists

Technical efficiency is often hindered by clinical staff shortages. We have found that using specifically trained non-clinical specialists (often Band 4 level) to conduct outreach is highly effective. These staff members are trained in “better conversations" and behavioural science, allowing them to address concerns or logistical barriers without needing to be medical specialists. This frees up GPs and nurses to focus on delivery, while the recall team focuses on facilitation.

Addressing local barriers

A ‘one-size-fits-all’ approach fails to address health inequalities. Recall programmes should be tailored to the local population, including:

• Language translation and regional requirements: Offering calls and materials in the primary language of the patient is vital for access. For example, recruiting regional-specific speakers, such as Welsh-speaking facilitators, ensures that national programmes remain relevant to local communities.
• Cultural competence: Understanding specific cultural drivers for health decisions (e.g., specific fertility concerns related to certain vaccines).
• Home-based testing: Integrating recall with home-sampling kits (such as for cervical screening) to remove the barrier of attending a clinic.

Measuring success and the path forward

The transition to a preventative NHS relies on data-driven accountability. To monitor progress, recall programmes need to track a comprehensive set of Patient Reported Outcome Measures (PROMs) and experience measures (PREMs). These metrics must be established at the start of any programme.

At CHASE, we monitor results through bi-weekly dashboards that track total patients contacted, uptake rates, and reasons for hesitancy. Evidence from our established programmes show that this model delivers measurable results, with average increases of over 11% in patient uptake for targeted health interventions. Furthermore, as these programmes scale across multiple regions, they achieve greater operational efficiencies, with some projects realising a cost reduction of over 70% per patient reached as the programme matures.

Key metrics for any recall programme include:

• Uptake rate: The percentage of contacted patients who complete the screening or vaccination.
• Reason for hesitancy: Categorised data on why patients decline, allowing for targeted future interventions.
• Inequality gap: Monitoring whether outreach is reaching the most deprived deciles.

The ability to replicate a successful recall process onto other locations and conditions is vital. The models used for vaccination recall are equally applicable to cervical and prostate cancer screening, diabetes management, and cardiovascular disease.

The life sciences industry plays a strategic role here by ensuring that innovative diagnostics and medicines are adopted at pace, supported by efficient patient identification pathways. By aligning industry innovation with NHS recall capabilities, we can bring care closer to home and ensure every patient has the opportunity to proactively manage their health.

With experience in contacting 1 million UK patients, CHASE provides the technical expertise and operational scale to set up these programmes quickly, ensuring the 10-Year Plan becomes a reality for every community.

Get in touch today to find out how we can help.

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