Access and visits
Why booked wellness visits still fall through
Dolores Ramirez has a subsequent annual wellness visit booked. See what must still happen before it counts as complete.
Dolores Ramirez is 71. Her last annual wellness visit was November 14, 2025, so she is eligible for the next one from November 1, 2026. She prefers Spanish, reads texts in the morning and does not drive.
On Tuesday, October 27, at 8:05 AM, she got a text in Spanish offering two times with Dr. R. Hayes. At 8:41 AM she replied 2. Her visit is booked for Thursday, November 12, at 8:40 AM. It is not done.
01Count what you mean
Bookings are the first number anyone reports, because they are easy to count and move quickly. But a booked visit is a promise, and promises break: the member forgets, the ride falls through, the slot was wrong, the reminder came in English at 6 PM.
There are three numbers. Booked is a slot on a calendar. Kept is a member in the room. Signed is an encounter with the required wellness visit components documented and closed by the clinician, coded G0439 for a subsequent annual wellness visit. Only signed is a completed AWV in the record, and each quality gap still needs its own evidence.
02Why booked visits fall apart
A missed visit can reflect logistics the workflow missed: no transport for a member who does not drive, a reminder in the wrong language, a slot that conflicts with dialysis or a grandchild’s school pickup, a canceled slot nobody refills.
Each is knowable in advance. Dolores’s language, text window and ride benefit were all in her record. The question is whether scheduling can see them.
A booked visit is a promise, and promises break.
03Design for the kept visit
The AI scheduling agent offered Dolores two slots that fit Dr. Hayes’s wellness visit template and her morning window. The second existed because another member canceled the day before and the agent refilled it from the waitlist. When she replied, it booked the visit and asked whether she needed a ride. She did. Her plan covers twelve rides a year, and Maria Santos approved this one at 9:02 AM.
- Offered 2 AWV slots · mornings
- Booked her wellness visit · Thu Nov 12
- Ride request sent for approvalPerson
The reminder goes out the day before at 8 AM, in Spanish. If she replies AYUDA, she reaches a person.
04Make the visit worth the trip
An annual wellness visit is a short appointment in a full clinic day. The chart prep AI agent has assembled what Dr. Hayes needs: Dolores’s health risk assessment, returned in Spanish; two open gaps, BCS-E and COL-E; her last blood pressure; and a falls screening that is due.
Dr. Hayes decides what to address. The agent never orders a test or changes a plan. But when Dolores walks in, the visit is ready to close more than one thing.
05Signed is the finish line
Here is what done looks like for Dolores: she arrives, Dr. Hayes sees her, the required components are documented, the encounter is signed with G0439, and each gap addressed at the visit carries its own evidence. If any of those is missing, the work item stays open with a named owner.
That strict definition makes the numbers smaller and more honest. It also changes behavior. Teams measured on kept and signed visits care about the ride, the reminder and the empty chair after a cancellation, where completion is decided.
06Questions to ask your team
- 1
Do you report booked, kept and signed visits as separate numbers?
- 2
When a member cancels, how long does the slot stay empty?
- 3
Does your reminder go out in the language, and at the time, the member actually reads?
Dolores’s visit is two weeks away. We will know it was care when it is signed.
Fold clinical and product teamWritten with the care managers, coordinators and quality leads we build with.
See how scheduling counts kept visits
