No matter which avenue of allied health you’re in, you’ve no doubt learned that follow-up calls (also known as ‘recalls’) offer immense value to you and your patients. Maintaining a consistent calling schedule is one of your most effective tools to proactively subvert potential set-backs in your patients’ care, while simultaneously improving the efficiency of your office.
Unfortunately, creating this efficiency is often highly inefficient – yes, you read that correctly. Without the right processes in place, assigning and completing recalls can be painfully tedious and time-consuming.
Fortunately, Cliniko has you covered!
If your recall process could use some tweaking, take a look at these three, easy-to-follow steps and discover how simple it can be to manage your patient recall schedule successfully.
1Create recall types
Before assigning recalls to patient files, you first need to create recall types. These are the broad categories that organize the purposes of the calls. Examples include appointment reminders, post-visit follow-ups, patient/client anniversaries, etc. Keep in mind that only admins and power receptionists have the necessary permissions to create these recall types.
Here’s how you can get started:
- From your main menu, go to ‘Settings.’
- Under the ‘Appointments’ category, select ‘Recall types.’
- From here, you can choose a previously created category or make a new one by selecting the button labelled ‘+ Add recall type.’
- Next, title your recall type with an appropriate name, such as ‘Schedule follow up appointment.’
- Lastly, set the duration under ‘Recall in’ to establish when the recall should be made. For instance, if this category is intended for patients who need calls in 90 days, set the duration for three months.
2Apply recalls to patients
Once you’ve established your recall types, you can begin assigning them to your patient files. It’s a simple process, and all users have this ability except bookkeepers.
All you need to do is:
- First, head to the patient’s file.
- Select ‘Recalls’ from the menu on the left.
- Then select the ‘+ Add recall’ button in the upper right-hand corner of your screen.
- From the drop-down menu, select the ‘Recall type’ you’d like to apply.
- The call date is auto-filled based on the duration settings of the recall type. But, if needed, you can manually make adjustments under ‘Recall at.’
- Write any necessary ‘Notes’ in the space provided.
- Then repeat the process as needed for each patient.
Some Cliniko users prefer to add these steps to their post-appointment workflow. That way, they can immediately set the recall date to inquire about the quality of the visit and give the patient a chance to ask additional questions.
3Make the calls
When it comes time to pick up the phone and make the calls, you have two options for selecting the correct patients and documenting the recall. You can head directly to the patient’s file and make the call from there. Or, you can generate a recall report by following the steps below:
- Go to the ‘Reports’ page from your main menu.
- Under the ‘Patients’ category, select ‘Recalls.’
- Set your report criteria. You can search by:
- ‘Date range’ for scheduled recalls
- The assigned ‘Recall type’
- Which ‘Practitioner’ last saw the patient
- The most recent ‘Business’ location visited
- Once your list is created, you can begin calling. You’ll notice that the phone numbers listed are always the patient’s mobile number.
- If you need to alter the recall date for any reason, simply select the date in question and make the adjustments.
Additional report option: You’ll be pleased to know that Cliniko makes it easy to compile a list of all patients who do not have a scheduled appointment. This allows you to quickly determine who needs to be contacted for booking their next visit. You can even filter out those who are already on a separate recall list. Because you certainly don’t want to call too often and become a nuisance.
To generate your report, follow these steps:
- Go to the ‘Reports’ page from your main menu.
- Under the ‘Patients’ category, select ‘Patients without upcoming appointments.’
- Tick the box to ‘Hide patients with scheduled recalls’ (unless you’d like to see them, too).
- Select the button to ‘Create report.’
After generating your report, open patient files in new tabs so you can apply the recall without losing the list you just created.
- If you’re using a desktop, right-click on the patient’s name and select ‘Open in new tab.’
- On a phone or tablet, long-press the patient’s name and select ‘Open in new tab.’
After each recall is complete, remember to tick the ‘Recalled’ box. When you do this, the date will automatically be recorded as well as the initials of the user who made the call.
That’s it! Pretty straightforward, right? We know your time is valuable, and we recognize the importance of streamlining your processes. That’s why with Cliniko, managing your follow up recalls is (literally) as easy as 1-2-3!
- Practice management tips
A system is a set of procedures that guide how something is done. The beauty of a system is that it’s the same, regardless of who is doing it. Whatever process you decide to systemise in your business, document it so that anyone could do it.
- How to
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