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Automated best practice recall process.
Patient recalls constitute a significant business opportunity for most Practices. Recall Manager is a productivity tool and a patient retention utility that automatically runs monthly recalls, monitors the progress of appointment bookings and measures the effectiveness of the recall strategy. It integrates seamlessly with the SMS and Online Booking modules
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Are you worried that you'll have Recalls chaos if you automate?
Here's how to lay a solid foundation for your Recalls automation...
Are your patient recall dates are in such a chaotic state that you are wary of changing to an automated system? The Support Desk personnel have advanced tools to update your disordered recall dates for all active patients. This will enable you set up and fully utilise the powerful automation capabilities of Recall Manager, SMS and / or EasyPost to recall patients successfully. Please contact your Software of Excellence Liaison or Support Desk for details.
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Purpose
Patient recalls constitute a significant business opportunity for most Practices. With a Provider-Patient relationship already established, and with patient contact details already known, it is possible to automate many recall actions from the EXACT software.
A productivity tool
Recall Manager automates much of the recall effort, freeing personnel resources for other tasks. Once configured for automated recalls, it will continuously recall patients as they become due, using the SMS, Email and / or EasyPost templates that are best suited for each Patient grouping.
From v12.2 recall criteria are customisable per patient grouping by means of Variable Recall Defaults. As patients migrate to or change groups their recall defaults change accordingly. For example as children age they change age-group and their default appointment duration changes accordingly.
A Business tool for retaining patients and filling the Appointment Book
EXACT continuously monitors the progress of appointment booking, and graphically displays the effectiveness of your recall strategy in the Recall Manager interface.
Use this for for monitoring, reporting and improving patient retention, and for facilitating recall bookings.
Practice Managers learn how to judge the state of recalls with just a glance at the graphical display.
A Receptionist tool
Recall Manager integrates into the Appointment Book in the form of a Recalls Tab, providing a means for Receptionists to control recalls and contact patients by means of various media, directly from the Appointment Book interface.
With Recall Manager automation, Receptionists become participant observers rather than drivers of the recall effort.
A Provider tool
Recall Manager integrates into the Patient interface with a simplification of the Recalls tab for Providers.
In Month View, Recall Manager displays all recall records for the month as interactive hyperlinks. Any edited information updates in real time throughout EXACT.
Features
Automate your recalls
Automate the recalls so that EXACT tracks every patient in the system and continuously recalls patients as they become due, using the best or preferred recall methods per patient. If well configured this recall strategy requires no practitioner inputs!
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You can setup multiple sequential automated recall actions that EXACT will implement based on a daily calculation of due appointments. For example:
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Customise recall templates per recall method (SMS, Email, EasyPost), and configure EXACT to send specific templates to specific groups of people. For example, automatically send
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Recall Success Percentages
From EXACT version 11.3 SP5 Success columns are included in the graphical display:
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The data in the graphical display is Live, always compiled, and always up to date, and as you change parameters such as recall dates in EXACT, it updates instantly, providing a visual snapshot of your recall effectiveness at any moment
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Track the status of recall media
From the EXACT interface you can watch the recalls go out and track them by means of status indicators on the screen.
For example, track the SMS recalls to patients:
  | SMS appointment reminder delivered to recipient |
 | SMS message received by gateway but not yet delivered to recipient |
  | SMS delivery failed |
  | Reply to an SMS reminder has been received |
  | SMS status is now available |
 | SMS status unknown |
 | SMS failed or not sent to gateway |
 | SMS status unavailable |
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Recall Prompt constraints
EXACT sets constraints on Recall Prompt functions from version 11 onwards:
Only Providers with the appropriate setting in the Recall Manager configuration see the Recall Prompt.
Receptionists do not see the Recall Prompt.
The Recall Prompt only displays when EXACT calculates that some patient recall parameter needs to change.
Adjust notification settings on-the-fly
EXACT users can quickly access the automation settings screen by means of a Recall Automation hyperlink.
Using Recall Manager is optional
It is not essential to use or monitor Recall Manager; the software functions automatically, so it does not rely on manual intervention, and can optionally be left unobtrusively running in the background.
Warning on unsent recalls
When a user opens the Recall Manager, warnings display if any recalls were not sent automatically.
Benefits
Stop losing patients
Many dental practices fail to recall their patients for return business. Recall Manager either fully automates recalls, or enables practices to manually run their recalls in order to optimise the returning-patient business opportunity.
Automation
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Variable Recall Defaults
The practice can benefit from different recall defaults for different groups of patients. For example, children by default have a shorter appointment time than PRIVATE adults. Recall intervals and lengths can then automatically change for patients as their circumstances change, such as when they become eligible for a new age group or when they move to a new Payor (For Australia the groups include Healthfund, which will help sites comply with their health fund requirements.)
This strategy is explained in Variable Recall Default Values, and it brings its own subset of benefits:
Flexible recall settings.
Greater automation. For example, recall settings now automatically change when patient parameters change, such as when patients turn 18 or when they are assigned to a different Provider.
It is possible to change patient recall values by changing group membership configuration - by means of the Overrides your practice can easily update an entire group of patients to a new recall setting - for example if the practice policy changes a standard 30 minute recall slot to a 20 minute slot.
Choose any service as the recall default, even if the service has been elsewhere set up with no defined length.
Multiple Providers can book the same recall service but with appointment lengths customised for each Provider.
The recall services are now primarily configured in the recall configuration rather than in the services setup.
Free up Reception personnel
In busy practices Receptionists often put in constant effort to keep the recalls rolling in. If configured appropriately, Recall Manager has the potential to completely automate this effort, freeing personnel for other work.
Increased efficiency and profitability
Recall Manager increases chair utilisation and efficiency, driving further profit.
Even spread of patient contacts
With EXACT recalling due patients daily, the recall communications (SMS, Email, EasyPost) are spread evenly, with no bulk impact on a Practice.
Run the recalls manually, if required
A Practice can also opt to manually run recalls for configured recall actions. This has the same effect as automated recalls.
Measure and improve Recall strategies
Recall strategies are measurable, so they can be monitored for effectiveness and progressively improved.
The graphical display facilitates understanding
With a glance at the display, an experienced user can instantly grasp the recall strategy effectiveness of a Practice. For example, red equates to "bleeding", so a lot of red in the display indicates a problem with the recall strategy.
Real time display keeps you updated
The Recall Manager display is real time (Live), so users can monitor statistical and graphical changes in the display.
Recall Manager is included within the EXACT software
Recall Manager is included within the EXACT software from version 11 so it does not require separate registration.
Simpler than previous recall software
It simplifies the recall functionality of earlier software, and combines it into one interface.
Requirements for Recall Manager
Recall Manager requires EXACT software version v11.1 or later.
Note that when EXACT is updated to version 11, Recall Manager adopts the recall configuration from the earlier software, and these parameters can then later be edited if necessary.
Variable Recall Default Values requires at least EXACT v12.2.
Presentation Manager module must be switched on.
These EXACT communications tools are highly recommended for optimal automation:
SMS and SMS Replies
EasyPost
Email
Online Booking
For new installations of EXACT, recall parameters must be configured from the Recall Manager Configuration.
NOTE: Recall Manager will not attempt to contact INACTIVE patients