Automating a Patient Recall System

Automating a patient recall system means healthier patients

Practices need to use all of their data.

Automating a patient recall system will allow the practice to identify and contact those patients for followup or periodic monitoring.  MACRA calls it population management.

What is the key to this process?  Patient communications.

Automation is a must

Paatient recall is 24/7/365
Patient recall needs to consider when the patient will be able to respond.

Where to start

Automating a patient recall system starts with determining the treatment protocols for the various populations within the practice.  For example, how often should a 65 year old male with elevated a1c and blood pressure be seen by a physician?  How about those on medications that need monitoring?  Procedures that need followup? Once a practice has these business rules in place, communications can be built.

How long until a patient can get an appointment?  This is how soon, before the due date, for the first message to the patient.  Start with lower cost electronic forms, and test a few patients with mail.

How often should a patient be contacted?

Twice a week for 3 weeks (at least) over 2-3 different channels (email, text, call, mail).  Remember, the patient may agree with you and want to come in, only to have a difficult time contacting a scheduler.

Automated, electronic forms of communication are appropriate for these messages, however, don’t expect a patient to call several times; allow them to respond in the channel the message was sent in.

Conclusions

The manual process that most practice management systems utilize, is both aggravating and under-performs automated communications systems.  Practices should have treatment protocols that outline the various patient populations and the appropriate visit frequency.

When it comes to recall appointments from reluctant patients, make it easy.

An automated system provides confidence in the consistent, continual, 24 X 7 X 365 operation of your business and allows your staff to spend time caring for patients.

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