A patient can get added to a follow up list for many reasons. Our job is to make sure that each patient can get in as soon as our schedule allows. The follow up lists are different call list for different situations. When we call upon them, we need to make sure we are looking at accurate information.
Before calling a patient, you should check:
- Who their primary provider is
- How long their treatment needs on the schedule
- Why they need this treatment
- How much it will cost the patient out of pocket/ If they need a reservation deposit
- Any Comm Logs/ Treatment notes pertaining to the treatment
The different kinds of follow up list are; ASAP list, Planned Appointment List and the Unscheduled List. Each list means different things and has their own importance to our practice. Each list is found using the List icon in Open Dental:
ASAP List
The ASAP list is when a patient wants to get in for their appointment earlier than what they are scheduled. Ex: the schedule is packed and we have no time next month to get a patient back for gum management and their evaluation of gums after gum treatment.
When calling on the ASAP list, it is important to Comm Log everytime you call, even just to note that you called and left a voicemail. That way, if they call back or another team member is calling, they know all the accurate information.
A person can only be added to the ASAP list when an appointment is scheduled. If the appointment is not scheduled, they are added to a different list. The ASAP list is important for the practice because if a schedule falls apart or a few appointments are canceled, we have a list of people who already agreed to come in early. Both the hygienists and the doctors need to have patients on the list, so it is important to ask every patient if they would be okay being added to the ASAP list if there is an opening to the schedule.
How to add an Appointment to the ASAP List
When you are in an appointment view, there is a box at the top in the middle. It is a box that can be checked and it says ASAP next to it. If the patient agrees to be added to the list, check the box and save the appointment. In the note section of the appointment, you should put any notes you have on when the patient prefers to come in. Ex: Patient prefers Wednesday’s after 1PM.
Planned Appointment List
An appointment for a patient gets added to this list when they leave the office without scheduling a treatment appointment. This includes anything other than a preventative care visit. Ex: Gum treatment does get included in this list.
When calling from the Planned Appointments List, it is important to use our follow up procedure. This ensures that we are using every avenue available to us to contact the patient to improve their oral health. Another important thing is to make sure that we are changing the unscheduled status and the call dates of the appointment when adding them to the list and each time they are contacted. It is important to make sure that each team member knows what follow up steps they should be doing and what date. This should also be reflected by Comm Logs as well.
How to add to Planned Appointment List
In the patient’s chart, there is a section at the top middle where one would traditionally add treatment into the chart. Instead, we are going to click the Planned Appts tab. After that, click tab and then you can add the treatment appointment that you wish as well as the notes on when to call and anything relevant to the treatment.
Unscheduled List
A patient is added to this list when they make the original appointment but then they cancel for whatever reason, it doesn’t matter if it is a late cancellation or with notice. The important thing to remember about this list is the patient did schedule once, we just need them to reschedule. As we all know, schedules change frequently and that is just a matter of life. We also know that some things can be ‘out of sight, out of mind’. The purpose of this list is to make sure that the patient reschedules and remembers the importance of the treatment and why they need to get it completed.
This list also gets the follow up procedures, so it is still important to change the unscheduled status on the appointment as well as the date to call. It is important to make sure that each team member knows what follow up steps they should be doing and what date. This should also be reflected by Comm Logs as well.
How to add to the Unscheduled List
When a person is canceling an appointment, we need to break the appointment and send it to the unscheduled list. You can do this by right clicking the appointment in question, then hovering over the ‘break appointment’ button. Then click the button, ‘Canceled- Send to Unscheduled List’. After that, it is important to go back into the appointment from their file and put a one week follow up date and change the unscheduled status to ‘CxId TX #1’ or ‘CxId Hyg #1’ so that the person who does call on the list does know what to do.
For example, if today is 08/19/2024, the date we would put in the appointment notes is ‘Call 09/26/2024 for F/U #1’. Below, you will see an example of the unscheduled list.
