2-2-2 Treatment Follow Up
If a patient needs treatment, but does not immediately schedule it, let him know that you will be contacting him in a few days to answer any questions regarding treatment, scheduling, or payment options.
Following up with patients who do not schedule treatment should be done on a consistent basis. We recommend the 2-2-2 Follow Up System.
Here it is in a nutshell.
If a patient has treatment needs today, but does not schedule, we can make three attempts to follow up with him.
The first attempt will be 2 days after his visit.
The second attempt will be 2 weeks after his visit.
The third attempt will be 2 months after the visit.
A phone call is best to attempt to reach the patient. When speaking with the patient, let him/her know that you are following up to see if he/she has any questions regarding treatment, scheduling, or payment options. If you are unable to speak to the patient, send him/her a letter in the mail. Let the patient know that the office is thinking about him, wants to follow up, and is available to help.
At the end of every day, print out a list of patients who have new treatment plans. Be sure to include patients who need follow up appointments with a specialist.
Make a note on the top of the report to follow up with those patients in 2 days. Include the dates to be followed up at the top of the report.
Two days later, before calling the patient, review the clinical notes, case specifics, and financial consultation notes. Be sure to call ONLY when you are familiar with the individualized needs and situation. Do not call until you are prepared with that information. When you are ready, call the patient and politely let him know that you are following up with him from his recent visit. Ask if he has questions regarding treatment, scheduling, or payment options. Then ask if he is ready to schedule.
If yes–then great–you can cross that person off the report.
If not, be sure to address any roadblocks he might have and let him know that you would like to follow up again in a few weeks.
Track conversation notes in the practice management software.
The goal would be to successfully schedule every patient who has outstanding treatment.