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Colin Ambler
Reactivation is a critical part of retaining your patients. TeamCare offers to easy-to-use, constantly updating and self-reportable system for your team to facilitate into your daily routine and workflow. TeamCare users love the Reactivation tool because it's an go-to place to get the job done. Here are some of the parts that make it really convenient and easy to use:
How it works:
Dynamic List: no more importing & spreadsheets! The platform continuously populates a list of patients that are “due for a call” ... where “due for a call” means either / both that the patient is due for hygiene or another follow-up call. The list automatically removes patients that have been called to ensure that patients do not get called twice.
Call form: keeps records for outcomes & attempts (voicemail, made appointment, etc.) and gives attribution (stats!) to the staff that makes calls. The call form also gives a script so that
Reporting & Incentives: Reporting is available in dashboards so that you can see daily / monthly progress and also a dedicated leaderboard. Optionally, a practice manager can add incentives to a team or individual's performance.
Dynamic List
- Patient has not had a prophy within previous 6 months
- The previous caller scheduled a future follow-up call that is now due
You can easily see the patient's history and previous call attempts from the interface.
The Call Form
By submitting the call form, the current logged-in user will receive credit for making the phone call to the patient. User can fill-out the prompts according to the outcome of the call. There is all "View Script" link that is handy to show the script the the practice managers prefer to use when making outreach calls.
Once a call form is submitted, the patient is immediately pulled off the list on all workstations to prevent the patient from being called twice.
Do not Call Scenarios
When patients move out of the area, leave the practice or don't wish to be called anymore, the user will submit as-such and add mandatory notation. Managers of the practice can choose to receive notifications when patients are becoming inactive so that they can monitor any abuse or contact the patient directly.
Reporting
Enhancements coming soon! The amount of calls is one part ... but we're very interested to analyze the effectiveness of reactivation calls. ie., do patients actually come back to the office as a result of the outreach efforts?
TeamCare is already setup to facilitate this tracking. Perhaps the patient was left a series of voicemails, but as new appointments get added to the schedule, we are identifying those patients that also received a reactivation call and providing proper credit for this call outcome to be "scheduled".
In the short term, there is basic reporting available via these areas of the platform:
- Leaderboards > Reactivation
- Dashboard > Hygiene > Reactivation Calls
Please stay tuned for exciting updates coming soon!
What Reactivation it DOES NOT do:
- does not connect to phone system
- does not record calls
- does not physically “call patient” when