There are lists that we follow as we see patients and they don’t schedule or cancel an appointment. Each list gets followed up on by our patient care center and our treatment coordinators. With multiple people in multiple locations using this list, it is important to do all of the steps necessary for each list to ensure each person can get all the previous information. This is an efficient way to make sure that they get scheduled and any treatment does not get left behind.
Follow-up Process
1. First initial contact is a phone call a week after they are unscheduled, whether it be because they left the practice without scheduling or they canceled the appointment. If there is no answer, they get a voicemail. Change the appointment notes to the next date 2 weeks out and unscheduled status to ‘F/U TX (or PCV) #2’.
Voicemail:
Hi, this is ___ from Mint Hill Smiles. Dr.___ asked me about you today because he/she was worried he/she hasn’t seen you back to take care of your teeth. Please call or text me back as soon as possible so we can get you scheduled. Our number is 704-323-7577. Have a great day!
After that, they are sent a text. This way they can choose to initiate contact any way they feel comfortable and any way that is convenient for them. We decide what text to send by what they value. At their first appointment here, they were asked many questions about themselves and what is most important to them. You can find this information in their chart.
Treatment Coordinators are responsible for following up a week after their appointment to get them scheduled. They keep track of the routing slip from the clinical team in a designated area near their work station and call patients that left them last week without scheduling.
Text Options:
Bottom Line:
Hi, this is ___ from Mint Hill Smiles. Let’s go ahead and schedule your next appointment. Do you prefer ___ or ___?
or
Good morning, this is ___ with Mint Hill Smiles. We want to make sure that there is time in our schedule for you to be seen for your treatment. Let’s schedule now. Do you prefer ___or ___?
Comfort/Function:
Good morning, this is ___ with Mint Hill Smiles. To ensure the treatment you need does not get worse and your teeth get uncomfortable, we should schedule you in with the Doctor now. Do you prefer ___ or ___?
Longevity:
Good morning, this is ___ with Mint Hill Smiles. We want to make sure your teeth stay healthy long term so we need to schedule your next treatment. Do you prefer ___ or ___ ?
Cosmetic:
Good morning! This is ___ with Mint Hill Smiles. In order to make sure we keep your smile healthy and beautiful, we need to schedule your next treatment. Do you prefer ___ or ___ to get started?
2. The second follow up is after 3 weeks of them leaving the office unscheduled or they canceled the appointment after it was made. First, we make another call. If they don’t answer that, then they get the same voicemail. Change the appointment notes to the next date 2 weeks out and unscheduled status to ‘F/U TX (or PCV) #3’.
Voicemail:
Hi, this is ___ from Mint Hill Smiles. Dr.___ asked me about you today because he/she was worried he/she hasn’t seen you back to take care of your teeth. Please call or text me back as soon as possible so we can get you scheduled. Our number is 704-323-7577. Have a great day!
After that is completed, we send an email. The email is scripted to make sure each patient gets the urgency to schedule. The patient care center outgoing team member is responsible for making the calls and sending the emails to the patients.
Email:
Good morning,
This is Abagail from Mint Hill Smiles! Dr. Ramirez wanted me to reach out to you regarding your treatment. The last time you were here, we discussed that you needed a crown on #2. It is important to call us and schedule an appointment before you start experiencing pain/ sensitivity. Our Doctor’s want to make sure that we can get you scheduled in a timely manner. Please call our office to schedule treatment at 704-323-7577.
Thank you,
Abagail
Treatment Coordinator
3. The third and final follow up is after 5 weeks of being unscheduled or canceled. It starts with another call. If they don’t answer again, we leave the same voicemail. The patient care center outgoing team member is responsible for making the calls and creating/sending the letters to the patients. Change the appointment notes to the next date 2 weeks out and unscheduled status to ‘Tx letter pending approval’ or delete PCV appointment from the unscheduled list.
Voicemail:
Hi, this is ___ from Mint Hill Smiles. Dr.___ asked me about you today because he/she was worried he/she hasn’t seen you back to take care of your teeth. Please call or text me back as soon as possible so we can get you scheduled. Our number is 704-323-7577. Have a great day!
At this point, we have contacted them as best as we can and across all the contact information they have provided us. The final attempt is going to be a letter. The letter is great because this is when we share actual evidence of why they need the treatment in the first place. Along with the letter, we find the best x-rays, intra oral photos and charts to remind the patient why it is important. When we print the letter and evidence, we will give it to the diagnosing Doctor to check the accuracy and write any comments on it to show the patient.
When they are done with checking over the letter, they will give it back to the Patient Care Center to send it in the mail with a complimentary fluoride card to help persuade them to come back. That card expires a month after you send the letter, so it is important to remember to put an expiration date on it. Below, you will find examples of the letter.
Letter Components:
