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Solutionreach 411: Making the Most of your Solutionreach Recall

Posted on May 05, 2015 by Solutionreach

    A step-by-step guide to using and optimizing the Recall settings for your practice


    Monitoring the schedules for each of your patients’ preventative maintenance and follow-up needs is time-consuming and tedious when done manually. More importantly, it takes away from your ability to focus on patients already in your office.

    Our Recall feature is the most-loved and popular tool included within the Solutionreach platform. It immediately takes control of the outreach needed to ensure that your patients aren’t missing their continuing care dates, relieving your office of the burden of your Recall plan.

    The Recall feature is a customized set of automated messages sent to patients due or overdue for an appointment.

    If you are already utilizing this feature to its fullest, you understand how valuable it is to your practice as it:

    • Saves time for your staff
    • Helps to fill appointments
    • Increases your revenue
    • Improves the patient experience

    If you aren’t already taking advantage of all this feature has to offer, here is a quick overview of some of its key capabilities:

    • How to set up a Recall message schedule
    • How to keep eye on Recall messages going out
    • How to manage Recall appointment requests coming in

    The Recall feature is found in the left hand corner of the navigation menu of your platform under Message Controls. For convenience and quick viewing, the Recall functionalities are split into 4 tabs at the top of the page. Here are the tabs found on your Recall feature page and the function of each tab:

    Quick View-
    From here, you can gauge how well the Recall feature is being used by your practice by viewing the number of appointments made and the value of the Recall (listed by patient and individual appointments, past appointments kept, and future Recall appointments to be kept.) As you view month-to-month values and projections, you can use the data to consider marketing strategies or view the exact Recall value of each month.

    Unscheduled Patients-
    From here, you can view and track all details of each patient’s Recall schedule.
    -See when he/she last received a Recall message
    -See when he/she is scheduled to receive next Recall message
    -Filter your patients according to how overdue they are
    -Create groups within the tab using the filtered list to send a mass text or newsletter. Hint: Including a promotional incentive might encourage those that may be a year overdue to call in to schedule an appointment.

    Here is an example of how to filter patients: Choose ‘filter 1’ as patients receiving messages and ‘filter 2’ as patients more than a year overdue. Click ‘filter’ and then select ‘create group.’

    How to Manage Appointment Requests Coming in-
    You will receive an email when a patient requests an appointment, but you can also view that on the Unscheduled Patients page. This will allow you to track all patients in need of an appointment.

    On the right in this tab, you can view the date the appointment was requested and you can keep track of patients you have already reached out to to try to schedule an appointment. Unscheduled patients will remain at the top of list until they are scheduled.

    Recall Appointments-
    Under this tab, you will find a complete list of all patients who have scheduled appointments via Recall, past and future. See the total number of appointments along with the value of them to see Recall projections and track the success of the Recall feature as it relates to the growth of your business.

    View you list of appointments by those already scheduled or those potentially scheduled. You can also use a filter to view only appointments requested and scheduled via email along with the date they sent their request to your office.

    This tools allows you to control the settings and pace at which your messages go out.

    Edit and customize delivery settings for 1) appointments due (a one-time message sent before due appointment) and 2) overdue messages (recurring message starting after your patient is considered overdue for an appointment.

    You can edit and customize messages to reflect the style and personality of your office and the services you are providing for that particular patient. You are even able to insert images like a company banner to your message.

    Within your Settings tab, customize the delivery settings so patients are getting Recall messages at a rate appropriate for your type of practice and how often a patient typically needs to be seen.

    You may want to consider setting a throttle to control how many messages are going out per day so as not to overload your schedule (you won’t want to send more than 50 messages per day.)

    At anytime, you can download a printable report of all Recall patients, if you prefer.

    By letting your Solutionreach platform work for you, you will most likely find yourself saying something like this:

    “Our Recall patients have increased from 80 a month, back when we were manually calling patients, up to 125 a month [64% increase] with no phone calls from us.”

    If you aren’t getting the results you want to see or have any other questions, you can refer to the Recall training video within the Knowledge Base contained in your platform or contact your support team rep at 866-605-6867.

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