PRACTICE MANAGEMENT

appointment to make sure that insurance coverage is available. ... health record (EHR) software programs can report the recall rate but for most EHR software.
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PRACTICE MANAGEMENT MODULE: RECALLS SEGMENT: MARKETING

© 2017 Vision Source®

MODULE:

PRACTICE MANAGEMENT

RECALLS

Member resources for enhanced practice profitability and performance.

SEGMENT:

MARKETING

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For internal-use only © 2017 Vision Source® Last revision: 17-Jul-17

P a g e |2

MODULE:

PRACTICE MANAGEMENT

RECALLS

Member resources for enhanced practice profitability and performance.

SEGMENT:

MARKETING

Executive Summary

RECALLS: INTERNAL MARKETING

Pre-appointing scheduling is the key to successful recall rates. Using a script will make the conversation run smoothly.

1. Provide an appointment card in the exam room. The doctor says: “I want to see 2. 3. 4. 5.

you in one year.” “I am going to reserve an appointment for you.” “We will confirm in plenty of time to change it if needed.” “Okay?” Make the appointment for 12 months and one week from the date of the current appointment to make sure that insurance coverage is available.

Scheduling patients one year in advance is the fastest way to grow the patient base. For internal-use only © 2017 Vision Source® Last revision: 17-Jul-17

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MODULE:

PRACTICE MANAGEMENT

RECALLS

Member resources for enhanced practice profitability and performance.

SEGMENT:

MARKETING Recall Best Practices

The first step in improving recall rate is to measure it. Many electronic health record (EHR) software programs can report the recall rate but for most EHR software there will be some calculations required. Recall rate is calculated by measuring how many patients were seen during one month, seen again before or during that next month the following year, and then seen after 15 months, 18 months, and two years. For example, if a doctor saw a patient in August last year, determining whether the patient returned to the practice by the end of September, December, March, and August the following year is important. The recall rate should be higher at each interval. It is imperative that the recall rate is tracked. The EHR company should be able to provide help with calculations. Year-out scheduling (pre-appointing) is the best and most important way to increase the recall rate. Scheduling patients one year in advance is the fastest way to grow the patient base. Pre-appointing the patient base instead of relying on postcards, emails, and wishful thinking to fill the appointment book can increase the frequency of eye exams. By pre-appointing the same patient that would have seen you three times in six years would now have an eye exam five to six times in those same six years. Pre-appointing is not time-consuming. The doctor or the staff can easily make the appointment for the next year. It takes seconds to click to one year + one week (for insurance purposes, add the extra week) and create an appointment. Write the appointment on a recall card and give it to the patient. Using a separate billing code for the year out appointments so that they are easy to identify the following year will help identify which patients are ‘year-out’ appointments. The doctor can make the year out appointment in the exam room but it can also easily be made at the check-out station with minimal training. There will always be cancellations and reschedules with any appointment system. Tracking same day cancel rate percentages and same day reschedule percentages is highly recommended so that the scheduling and reminder process can be tweaked if percentages are too high. A good cancellation rate is less than five percent and a good reschedule rate is less than eight percent. The best practices can be as low as one to two percent for same day cancellation rate and less than five percent for same day reschedule ra