A great follow up plan for unscheduled treatment is the 2-2-2 regime!
When a patient doesn’t schedule, start them off on the follow up plan by letting them know to expect a call in 2 days.
Example: “No worries, what I’ll do is follow up with you in just a couple days so that I can help answer any other questions that might come up for you!”
Key: Prepare the patient for the upcoming follow up and then MEET and/or even exceed it!! When you tell a patient you’re going to follow up with a call in 2 days, you better call in 2 days. Build that relationship of trust.
2 DAYS:
- Call all patients who did not schedule 2 days ago to check in, answer any questions, and attempt to get them scheduled.
- If the patient is still not prepared to schedule, let them know you will check back in a couple weeks.
2 WEEKS:
- Call any patients who have not scheduled 2 weeks ago to check in and see if you can help resolve any barriers to scheduling.
- If the patient states they are still not prepared to schedule, refer back to the need and importance of completing treatment, attempt to gain understanding from the patient and get them to schedule.
- If they still don’t schedule. Let them know you understand, and you will check back in a couple of months if you haven’t heard from them before then.
2 MONTHS:
- Call patients who did not schedule 2 months ago.
- Address any previous concerns and ask if it’s resolved or how you can help.
- Refer back to the need and importance and attempt to gain understanding.
- If they still don’t schedule, make sure they have their next recare appointment schedule. Should they not schedule before their next recare, we can review the treatment at that appointment.
Pro Tips:
* Document conversations in the patient notes and look at them before your call.
* Have a way to track unscheduled treatment so you know who needs follow up.
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