Recall and Why It Is a Top Priority
A solid dental recall system is crucial to a dental practice’s profitability.
By implementing recall strategies, dental practices can better manage unexpected patient cancellations and minimize disruptions to daily operations. Patients are cared for, team members are happy and positive, and the doctor is happy with a full, productive schedule.
The following are recommendations for recall strategies:
Preventive Care
Our dental patients need regular check-ups to prevent issues such as cavities, gum disease, tooth loss, and oral cancer. Our recall system ensures that patients are aware of the need to schedule their routine cleanings and examinations and helps to catch any potential problems early on.
Patient Health
Oral health is linked to patient overall health. Dental issues left untreated can lead to more serious health problems such as heart disease, diabetes, and respiratory infections.
A recall system helps patients receive the necessary care to maintain their well-being.
Patient Satisfaction
A recall system demonstrates that the dentist cares about their oral health and wants to ensure timely and appropriate care. This can enhance patient satisfaction and loyalty to the dental practice.
Practice Revenue
Regular recall appointments contribute significantly to a dental practice’s revenue. A recall system helps stabilize practice income by maintaining a consistent flow of patients for routine check-ups and cleanings.
The hygiene appointment also ensures that the doctor can keep a full schedule while giving the patient the desired treatment and providing the practice with profit.
Legal Compliance
In our region, dental practices are required by law to maintain accurate patient records and follow-up schedules for five years. A recall system helps practices comply with these regulations.
Practice Efficiency
A well-organized recall system streamlines the appointment scheduling process and reduces the administrative burden on the team. This allows the practice to operate more efficiently and focus on delivering quality patient care.
Our Solid Recall System
We start with “a” list. Our lists are printed as follows:
- Before the first call or card: We research the patient.
- We look at the ledger to see if there is an opportunity to collect a balance.
- We also look at the patient’s notes to see if there is anything about upcoming events: weddings, graduation, birth of a child, or vacations. This enables us to have something to connect on a personal level.
- We also check the treatment plan as there may be an opportunity to schedule treatment along with a hygiene visit.
- Lastly, we check for family members who may need to schedule. All the research is beneficial to the patient and to building our schedule.
- Reports: Our recall reports are populated at the beginning of each month.
We have a specific cadence for our cards and calls. This process continues until two years past due. Then, we move to a call, a text, and a card.
- Due next month – send a card.
- Due this month – give me a call and text.
- Due last month – send a card.
- Sixty days past due – give a call and text.
- Recall specialists: One team member is responsible for the reports and the above duties. The team member can enlist help if needed.
- The team’s responsibility: When patients cancel by phone, the team that took the call will inform the hygienist of the opening and work on filling it out. They will immediately go to the Google hot list and start calling. If the team member is busy with a patient, they will inform the recall specialist so they can start calling immediately.
A solid dental recall system is essential for promoting preventive care, ensuring patient health and satisfaction, maintaining practice revenue, and achieving regulatory compliance, which equals success.
About the Author
Sandra Ball, MAADOM
Sandra Ball has been working in the dental field for over 35 years. Her goal for over 20 years is to change the world one face at a time. This includes patients as well as team members.
Sandie has been a member of AADOM since 2021 and she received her MAADOM in 2024.
