GKIC, a marketing and entrepreneur group, notes that new patients or customers cost at least five times more to attract than previous patients, so keeping your patients returning is important. Of course you need to schedule either future appointments or recalls at the time of service. You need to remind patients of upcoming appointments by phone, text and/or email so they don’t forget. There are services for these reminders such as Televox, ReRemind, Phonetree and many others. You need to mail or email your recalls.
What if you are doing these things, but some patients are missing appointments or ignoring recalls and are becoming lost? Then you need to take steps to reactivate them. Of course calling the patient to reschedule after a missed appointment is one way to reactivate him. Sending multiple recalls when the patient doesn’t respond to the first recall and following up with phone calls are other ways. But still some patients will not respond to those attempts.
Then you have to pull a list of those patients who don’t have future appointments and recalls and who have not had an office visit for a period of time that you choose, perhaps 2 years. If you don’t want all lost patients, you can pull the report for patients with certain diagnosis codes such as for diabetic and glaucoma patients. Then you need to remind these patients that you haven’t forgotten them and invite them to make appointments.
Patients like to know that you miss them and want to see them again. It makes them feel important, and of course they are important. It makes them feel good to hear that you have noticed that they haven’t been in for a visit.
Once you have your list, you can either call the patients, mail or email them telling them that you’ve missed seeing them, that it is important to have regular eye exams to detect and treat problems before they become big problems and request that they make an appointment with your practice.
A good way to entice patients to return is to offer them a special service or discount, such as a discount coupon on eyewear. Of course maintaining their eye health is always important, but with time-limited special offers patients have even more reasons to return now. You are certain to reactivate a number of lost patients this way.
Another option is to use Brevium’s patient reactivation software. It works with KeyMedical’s practice management software and can be configured to target patients by disease state and appropriate care interval. They can help you reactivate patients who may have fallen through the cracks.
At KeyMedical Software we help ophthalmology (Eye MD) practices get paid quickly and easily, handle Meaningful Use and MIPS, and keep your patients returning without the practice having to spend a lot of money or have computer specialists on staff. Our US-based support is the best and most responsive you’ll find. Go to http://www.keymedicalsoftware.com or call us at 1-888-953-9633 to learn more.
Source: Susan Jones
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