Retention/Recall Tip
Monday, May 02, 2016 05:36 PM

Do you want to improve your retention?

What do you do when a patient misses an appointment?  Do you simply continue on with your day and hope the patient will call to reschedule when they have time? Or, do you have a system in place to reach out to and reschedule that patient? Implementing a recall program gives you this system and opportunity, and helps to prevent patients from falling out of care.  

A recall program is the process of regular follow-up and rescheduling of missed appointments. Missed appointments mean less practice volume and lower patient retention, which can affect your bottom line.  You should attempt to reschedule 75% within the same week in order to keep patients healthy and happy, and your visits maximized.

A successful recall program begins as soon as a patient is 15 minutes late for an appointment. Your ultimate goal is to reach the patient, remind them of their appointment, have them come into the office, or reschedule a make-up appointment during the same week.

 Missed appointments are a fact of life, but if you implement the correct processes, patients are back and on their way to becoming a happy, healthy, referring patients!

This is a proven program for greater retention in your practice. Get started today!

  • Implement a recall log to act as a communication hub for your recall program.  
  • Use proactive scripting for calls to the patient and for common reasons the patient may miss the appointment, for instance, the patient is sick, on vacation or busy with work.
  • Use a customized recall letter highlighting the benefit of the patient’s treatment plan.
  • Implement a follow-up system for patients who are unable to reschedule an immediate appointment.

Lori W. Allen founded Pittsburgh, Pa.-based Profitable Practice Strategies in 1995. As president of PPS, Allen shares her leadership experience in practice management and profitability consulting to healthcare industry professionals. She has consulted with more than 200 practices and taught seminars throughout the United States. Allen is a featured speaker at TCA's Chiro Texpo '16 on June 10-12 at the Arlington Convention Center. She will present two sessions, The Efficient, Effective and Profitable Front Desk for chiropractic assistants and office staff and Six Components to Maximizing Success in Your Practice and Assuring a Positive Patient Outcome for DCs. PPS is a TCA Bronze Sponsor. For more details, visit