The Risk Reminder Recall System.

Posted July 7th, 2008

What’s your recall rate, Doctor? Do patients habitually blow off your follow-up appointment?

By Chuck McKay

When you recall a patient, does she know what will happen if she ignores the appointment? If she’s not in pain, and you can’t explain why she needs to come back, the odds are that she won’t.

As an ethical practitioner you wouldn’t have scheduled a recall unless there was more to be done to protect her health. Its your responsibility to see that she takes treatment seriously. Does she know what will happen to her if she ignores the appointment?

Tell her. Something bad will happen. Something very bad.

Is your dental patient a smoker? Does she know that smokers are more susceptible to damaged gum tissue and receding gums? Is she prepared to undergo extensive oral surgery which may become necessary if the roots of her teeth become exposed?

Does your dermatology patient understand the danger of permanent scaring if her acne goes untreated? Does she recognize the risk of not removing necrotic tissues?

Is your opthalmology patient aware that dimming of vision and loss of peripheral vision are likely to result from hypoxia caused by her untreated low blood pressure? Can she continue to work when she’s denied a driver’s license?

Is your podiatric patient aware that her plantar fasciitis, left untreated, can cause painful bone spurs to form on the bottom of his heel? Does she understand that the sooner treatment is started the more successful that treatment is likely to become?

Remind her, in minute detail, the risks of letting her condition go untreated. Then remind her again.

The most common problems professionals have in implementing a Risk Reminder Recall System is lack of specificity. Do you think you’re specific enough? Chances are, you’re not. Patients don’t have your background. Pile on the details of the exact risks to her health your patient will take on by not treating her condition.

The Risk Reminder Recall System, Step-by-step.

1. During the first appointment, explain to your patient that you’re going to recall her. Look her in the eyes. Tell her, with lots of specifics, exactly why she needs the remaining treatments. Tell her what will happen if her condition is left untreated. Ask for her promise to come back so that you can prevent these things from happening.
2. Walk the patient to the front desk and schedule the recall. Explain that you want to reserve the most convenient times for your existing patients. Get her commitment now.
3. Have the patient hand address an envelope as soon as the recall appointment is scheduled. The wording on the letter you’ll send needs to repeat the specific risks of letting her condition go untreated. Send the letter 10-15 days prior to the recall. The letter reminds the patient of the appointment. Her own handwriting on the envelope reminds her of her commitment to the follow up treatment.
4. Reconfirm by phone two days before the appointment. Provide your caller a script which includes the specific reasons your patient needs continuing treatment.
5. If your patient doesn’t show, phone her within 15 minutes. Politely remind her of the risks in not getting treatment. Firmly ask for the appointment to be rescheduled.
6. If you can’t reach her by phone, send a follow-up letter asking her to phone your office. If you don’t get any response from her, send another follow-up in three to four weeks. Both letters need to readdress the risks to her health she’s assuming by allowing her condition to go untreated.

Repeat the risks.

Every successful marketing program uses repetition of it’s message as a primary ingredient. Make sure your patient knows what awful things can happen to her at every step in this process.

One last thought: If you’ve never used the Risk Reminder Recall System in your practice, you may worry about whether your patients will resent all of the doom and gloom you’re predicting. That depends entirely on the way you’re presenting the risks. If you allow yourself to sound like a self-serving sales pitch, your patient will naturally resent the perception of pressure.

However, if you confine your explanation to why its important she come back and what can happen if she doesn’t, you’ll appear to be someone who cares about her well being. And caring is always attractive.
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“The Risk Reminder Recall System” Copyright © 2008 Chuck McKay and AdvanceMyPractice.com. All rights reserved.

Chuck McKay is a business consultant in the practice of health care. Questions about improving recall rates may be directed to ChuckMcKay@ChuckMcKayOnLine.com.