Putting the Care back in Recare

It’s been called many names, Continuing Care, Recare, or Recall and it’s been known to frustrate team members everywhere. No matter what you decide to call it the fact remains; it is an essential part of our success. To ensure success, set aside time to review, evaluate, and adjust your current system to breath new life and energy into your current processes.

My colleague Bonnie and I will explore this topic in our webinar next Tuesday, October 15. Here’s a sneak peek at what’s in store:

Just the Facts: “How reliable is your data?”

Clean up your existing data on a regular basis and make sure new data is going in consistently as it relates to the patient’s recall needs. Today’s practice management systems have powerful tools to help you manage several different recall options. Be sure your team is assigning the proper recall types and frequency to each individual patient. In addition you have the ability to set up different recall types to match your practice’s philosophy and make a great system even more powerful.

Bottom line is a good system relies on good sound data. Take the time to set up and maintain your patient’s recall data.

Utilizing the tools: “How often are you using InContact and the Recall Wizard?”

With a good solid base of reliable data you then have easy access to the list you need to generate reminders, send messages to overdue patients and fill openings easily.  A patient care coordinator is the most likely choice to head up this project in your office but can rely on other team members during open time to assist with the task.

Be sure to utilize tools such as your Recall Wizard and InContact to pull the data you need to proactively contact your patients due for recall and keep your hygiene schedule full.  Systems should also be in place to pull extremely overdue patients for the opportunity to welcome them back into the practice.  The power behind these well designed tools is the ability to access the data quickly and easily document all patient communications for other team members to reference.

Evaluating the Experience: “What is the recall appointment experience in your office?”

You’ve got your data cleaned up, you’ve utilize the tools in your software to get the patient on the schedule and the appointment day is here.  When was the last time you followed a patient through their entire appointment?  As a team, take the time to evaluate this experience from beginning to end.  Decide some key areas to observe and then discuss it at your next team meeting.

  • Where were the opportunities to elevate the customer experience?
  • How did the handoffs go between team members?
  • How was the office technology used to enhance the experience?
  • Was treatment discussed and scheduled?
  • What skills did we use to build the relationship with the patient?

Everyone knows recare is important to a dental practice.  Don’t get stuck in the rut of the same old processes and systems.  Take a fresh look at least once a year and breathe new energy into longstanding system.

We hope you will join us next Tuesday, October 15th, for this webinar.

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