To really create a strong flow of patients into the practice, you must look closely at your recall system. Even in the best run offices, most systems are only running at a small percentage of their actual potential. Even though the solution may be simple, getting it done seems to create a lot of frustrations and problems.
If you do not already have a recall system stably in place, you will most likely need to begin creating one by going through every chart in the office.
As you are doing so, create a master list. As each patient/client is listed on the master list, put a * on the corner of the chart to indicate that they are on the master list.
Note on the master list which service the patient should be seen for. After you complete this, you can thumb through the charts and check to see that you haven’t missed any.
Make up a profile for each patient/client that contains a name, a phone number, the last visit, and services needed.
As you are going through the charts, you will be looking for things such as treatment that had been recommended, but had not been followed through with; exams and cleanings that are not up-to-date; patients/clients who have not been in for any type of service for a year or more; and anything else that may possibly warrant notification of the patient/client.
After this has been done, two things happen. One, everyone in the practice suddenly realizes there is a lot of potential work out there. Two, it becomes much easier for any staff member who has a few moments to spare to pick up the list and start phoning patients/clients for appointments.
Go through all the charts quickly so that you can establish the number of active charts that you actually have. Once this is known, it is a lot easier to project your goals and work towards them.
It is very important to pull the charts of patients whose treatment plan was discussed with the patient/client but that never scheduled for the treatment. This is a great source of revenue, as personal situations do change from year to year. For example, last year they could not afford to have some work done, but this year they are back on their feet financially and can afford it. Check with the appropriate person in the clinic who would decide which patients/clients to contact. Begin a program to contact all such people and appoint them for the needed treatment.
File any patient/client charts with incomplete treatment separately from those patients’ charts that have NO WORK to be done. This method is very valuable for the receptionist to use to help her fill holes in the schedule.
Remember that the longer it has been since a patient has come in, the more likely it is that the doctor will find services that need to be rendered.
Patients who have no work to be done should still be incorporated into the recall system.
Summary
Probably the best method for a recall system is also the easiest:
- Each patient should have a card filled out with pertinent data about them ,phone numbers, dates of visits, areas of concern, etc.
- File all of the cards alphabetically in a file box.
- In the front of the file, a section should be indexed 1-52 for every week of the year.
- As patients are appointed, a recall card should be filled out and placed 2 weeks prior to the day they are appointed for.
- Attach the patient information card to the recall card.
- Every morning the cards for the patients that will be seen within the next two weeks are pulled and mailed. The patient card is then placed several days behind the date of the actual appointment.
- Each day the receptionist should pull the cards indicating appointments within the next several days and begin placing recall calls.
- The assistants can be helpful in updating all information on the card, especially “areas of concern” as mentioned by the patient.
Once you have developed a system that works best for you and your practice, keep it in!
Questions or Comments?