Preventive care is one of the clearest opportunities to improve health outcomes, yet one of the hardest areas for health systems to operationalize. Even when data systems accurately identify who needs a mammogram, colonoscopy, depression screening, or immunization, the final mile often falls apart. Primary care teams are overloaded, patients are busy, and traditional outreach tools rarely translate into completed screenings.
At Lumeris, the Tom Panel and Access Suite: Prevention and Wellness Services were designed to close this gap. Instead of relying on one-way nudges when a patient sees their provider in person, Tom engages patients in real, two-way conversations that help them understand what they need, why they need it, and how to take action right now, within the interaction itself.
For patients, this means clarity, support, and a safe place to ask questions they may not raise in a clinic. For clinicians, it means an always-on, infinitely scalable member of the care team who ensures preventive care gets the attention it deserves, even when acute needs dominate face-to-face visits. For health systems, it transforms prevention from a should into a consistently executed part of the care model, working to build a healthier panel.
How It Works
Tom proactively reaches out to patients who are due for essential screenings and immunizations, using standard protocols such as breast, cervical, or colorectal cancer screening; osteoporosis screening; and more. Through voice or text conversations, Tom explains the purpose of each screening or immunization in clear, accessible language and tailors the conversation based on the patient’s level of understanding, questions, or concerns. When patients want additional information, Tom provides short educational videos and articles.
Clinically, this is where Tom fills the biggest gap in current preventive care: patients have limited time or space during a visit to explore confusion, articulate fears, or ask about alternatives. Tom gives them that space between visits. A patient anxious about a colonoscopy can talk through their concerns and receive tailored education or an appropriate alternative, support that can meaningfully increase the likelihood of follow-through without consuming clinician time.
When a patient is ready to take the next step, Tom directs them to scheduling resources, including phone numbers, links, or the appropriate handoff to the health system’s processes. If the patient expresses hesitation or identifies a barrier, be it clinical, emotional, or logistical, Tom provides some common-sense solutions to the respective barrier to work toward a resolution before escalating tasks to a care team member. Tom will then summarize the engagement and include it as part of the EHR summary. Follow-up then flows through the same workflows clinicians use every day, allowing the care team to intervene only when their expertise is needed.
Through this combination of proactive outreach, personalized education, and seamless routing, Tom transforms prevention and wellness from a passive reminder into an actively supported part of the care experience.
The Clinical and Operational Outcomes
The Lumeris model creates meaningful impact in two directions: patient experience and clinical workflow.
For patients, Tom offers clarity, reassurance, and a sense of agency rarely found in traditional preventive outreach. Patients aren’t met with generic responses; they can talk through their concerns in a natural, conversational cadence that mirrors an interaction with their PCP. They can learn why a screening matters, ask the questions they may forget or do not have time to raise in the exam room, and act during the interaction. When patients feel heard and informed, they are more likely to complete recommended screenings, enabling earlier detection and more opportunities for intervention.
For primary care clinicians, Tom helps solve one of the most persistent structural challenges in healthcare: the sheer volume of preventive and wellness tasks they are expected to manage. Research shows a primary care physician would need roughly twenty-six hours per day to satisfy their responsibilities for their patient panel. Tom helps ease this impossible need by managing prevention and wellness follow-through between visits. Clinicians no longer bear the burden of tracking which patients are overdue for which screenings, nor do they need to worry about whether a reminder leads to action. Tom keeps prevention moving and surfaces only the issues that require clinical judgment.
Prevention and wellness care benefits every patient, not only those at high risk. Timely screenings can uncover problems early, long before symptoms arise, and help clinicians maintain a healthier patient panel overall, and thereby decrease the number of acute visits needed, opening up time in the day to give more time to complex medical cases and expand their panel. Tom helps health systems move closer to the ideal state of preventive care, where every patient understands what they need, why they need it, and either completes the action or explicitly declines it.
The combined impact is a more reliable, more personalized, and a more consistent prevention and wellness care process. Patients receive the guidance and support they need to stay healthy; clinicians gain time to focus on the complexities that truly need their attention; and health systems benefit from improved screening completion, earlier detection, and a healthier, more engaged patient population.
Technical Spotlight
Building a platform capable of delivering preventive care outreach at population scale requires sophisticated orchestration, data integration, agentic design, and the right people.
At the core is Tom’s ability to consider what a patient needs, when they need it, and how to communicate that effectively. An orchestration engine, Best Next Action, built by clinicians, engineers, and product management experts, holistically evaluates criteria, prioritizes the most important preventive service to address at a given time, and triggers outreach accordingly.
Tom’s underlying skills power the mechanics of an interaction: placing a call, sending a text, sharing a patient education video or article, offering a scheduling link or phone number, or handing off to a health system line. Layered on top, Tom’s capabilities govern the conversational experience with motivational interviewing, empathy, concise answers, and the ability to adapt depth based on the patient’s needs.
Tom can maintain natural conversational flow, deliver education, and generate structured summaries for the care team, all while staying aligned to guidelines and maintaining the guardrails required in healthcare. This orchestration ensures the system can recommend the best next action for each patient while also scaling preventive care across entire populations.
Another essential component is what happens after each interaction. Tom generates a concise summary of the conversation and creates any tasks that need to be routed to the care team, such as follow-up questions, escalations, or scheduling needs. These outputs flow directly into the existing workflows of the health system, so clinicians see only what matters, and nothing gets lost. What might once have fallen through the cracks because it wasn’t an acute issue is now captured, surfaced, and acted on.
Conversations are continuously monitored to ensure consistency, safety, and clarity. This oversight helps refine prompts, identify misunderstandings, and maintain Tom’s ability to deliver accurate, patient-friendly explanations of preventive care. It also supports governance, auditing, and transparency across the system.
Together, these technical capabilities make it possible to deliver personalized, empathic, and actionable preventive care outreach across entire populations without adding staff or requiring clinicians to shoulder more administrative load.
The Takeaway
AI isn’t a trend; it’s a permanent shift. It will change how we live, work, and receive care. But in healthcare, the real progress happens when AI serves people: supporting care teams, extending their reach, and creating access for those who don’t have it today. That’s the role we believe AI should play, and the reason we’re committed to building it responsibly.