Turn an eligible list into documented next steps.

Quality and population-health teams build the list. Clinic staff work it between visits. Nobody owns the second attempt, and nobody owns writing down why an attempt failed.

The cost is not only the unclosed gap. It is that the next period starts from the same list with the same missing information, so the same people are called first and the same people are never reached at all.

• Attempts are undercounted, because usually only the successful ones get documented.
• Exclusions live in somebody's memory instead of in a field with a source.
• Patients get called about a gap they already closed elsewhere.
• The person accountable for the measure cannot audit the number they are accountable for.

In this workflow the clinical boundary sits on the denominator rather than on the call. Whether a person should be excluded from a measure for a clinical reason is a clinical decision, made by your team and recorded in your system. Rely captures the exclusion, records its source, and reports it.

If an outreach conversation surfaces something that sounds like a clinical exclusion, it goes to your licensed owner and the person stays in the denominator until that owner rules on it. Contraindications, interpretation of results and any medical question follow the same route.

• Where navigator support is included in scope, a US-based and Rely-supervised navigator works the access barrier sitting behind the gap: transportation, coverage, a scheduling conflict, language, records, and the repeated follow-up a single call cannot resolve.
• The agent runs approved outreach on the tested path, using the education language cleared for this specific measure, and records a structured disposition on every attempt including the ones that failed.