using an agressive recall system in OM

[Adam Parker, OD]

If you want to really get good results from your recall system, use this method in OM's recall...


setup a 1 year recall (your main recall)

in the spaces provided add these options:

1 month before recall
1 month after recall
11 months after recall
12 months after recall
13 months after recall
23 months after recall
24 months after recall
25 months after recall

What this does is it tells OM to send recalls 1 month before each year, then 2 times thereafter for a total of 3 each year.  If they do not respond to one, they get another, then one more each year for a total of 3.  My consultant also told me to run a report after 4 months to call the people with no exam date for those last 3 months that have a recall date of the last year.  That means after the 4th month, they get a call. 

[Richard Jackson]

Adam, this is also a way to irritate a lot of folks.  RLIsys used this system, which I used for years and people would make comments on how irritating it was to get so many recalls, like alwright already.

[Adam Parker, OD]

yes, it's aggressive and not for the casual office, but for those offices that are committed to sending the message that annual eye exams are important, it gets that message across.

[spittlbm]

We enjoy a similar recall method.  Our average cycle is just under 15mos across the practice.

[jimdayod]

List,

I use pre-appointments for all under two years.

I did a study years ago that indicated for my practice that 98% of all patients that will ever return will do so withing 4 years. So we cut off any further attempt to recall a patient at four years.

In between is "recall"  the canceled annual appointments, the no shows, the "I dont make annual appointments". These are the actual "recall" appointments. They all need a "reason" to accept your treatment plan recommendations and some need a sense of urgency.

initially we used a long list of reasons.

Now we categorized the patients:
Your reason(s) for needing an exam are:
1) Rx changes your last visit
2) Following high risk medications
3) Family history of eye disease (typically, Glaucoma, Macular Ds)
4) Contact lens wearer Cornea and Eye health
5) VDT occupation /Eye strain with Headaches
6) Ocular health General
7) Glaucoma/ IOP check
Macular health
9) Post OP (Aphakic, Lasik, RK)
10) Cataract check
11) Wellness check

Each of these becomes a "type" of appointment. A "type" of letter. A "type " of exam. I still send postcards with generic messages, they are simple reminders and mix up the mail stream.

They go out 1 month after missed appointment, 2 months, 3 months, 6 months, 9 months, 12 months, 16 months, so every 4 months or so I contact with either a letter or card.

This empowers your front desk staff to say " Ms jones you don't want to cancel your appointment to follow your 'high risk medications' lets find a time to reschedule today!"
or what ever the reason is the staff can respond with urgency as needed. The most urgent cases are told to expect a call from Doctor.

After listening to Dr Zeigler, I have added "Youth Categories" to most of the above. They get the "Garfield cards"

I teach my staff that for each return patient after 3+ years is equal to a "new patient" for practice growth!

[Adam Parker, OD]

wow, now that is a complex system.  How do you add the different categories?

[spittlbm]

Any idea what the percentages were at 24 and 36mos?

[Shaune Wallace]

wow, now that is a complex system.  How do you add the different categories?

You could add marketing categories. Or make a huge list of recall types and set them that way.

[Shaune Wallace]

When I recall a patient and they schedule an appointment the recall system is supposed to reset the recall does it not?

[Adam Parker, OD]

nope. that's why some recalls say "if you have already made your appt...". They could no-show or cancel.