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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.

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!

Use multiple media for these automated recalls, including SMS, Email, or EasyPost (letters, postcards etc), all customised to the practice corporate appearance.

Optionally use Variable Recall Defaults where recall criteria are customisable per patient grouping, and 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. This is made possible by "Override Groups" - unique groupings of patient for whom custom recall parameters apply:

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Customise an automated multiple-action recall strategy

You can setup multiple sequential automated recall actions that EXACT will implement based on a daily calculation of due appointments. For example:

• An action to recall all those due appointments next month,

• An action to recall all those who evaded recall last month, and are due appointments this month,

• An action to recall all those who evaded the first and second recalls, and were due appointments last month.

• An action to recall all those who have repeatedly evaded recall attempts, and were due an appointment 6 months ago.

• An action to notify serial recall-evaders that the Practice will stop issuing them recalls unless notified otherwise.

Choice of default and custom-created templates

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

• A custom Teen Email template to Under 19s.

• A custom JJ SMS template to dentist John Jones' patients.

• A custom Male EasyPost card template to male patients and a Female EasyPost card template to female patients.

• A custom Reassuring Email template to patients with a history of dentist phobia.

Recall Success Percentages

From EXACT version 11.3 SP5 Success columns are included in the graphical display:

Success is defined as a patient having a booked or a completed recall appointment.

So if a practice has 100 Total Recalls in a month and only 10 patients actually book or complete their recall appointment, Success is 10/100 = 10%.

Manual recalls

You can opt to manually run the configured recall actions at times that best suit the Practice. This will run the recalls configuration in the same way as if an automated scheduled recall event had just triggered.

Automated, live, real time information

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

Graphical display

Graphing facilitates instant comparisons and maximises the readability of statistics:

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:

Month View

This displays all recall records for the month, where each information record is a hyperlink, providing direct access to editable content.

Recalls Tab

Receptionists monitor and control recalls directly in the Appointment Book by means of a Recalls Tab on the Activity Bar:

Recalls Outbox

A Recalls Outbox contains a single list of all recall contacts who have not been actioned:

Audit trail for patient recall contacts

All communications are recorded in a Patient file Contacts tab, where you can see a history of contacts for each patient:

Recall Statuses

"Recall Statuses" are explained by means of a colour key in the Manage Recalls tooltip:

New recall statuses have been added to the software from version 11:

• Recalls that were postponed after the recall date passed without the patient having an appointment are referred to as Moved On.

• Recalls that have been set to no recall, or where the patient has been set to inactive are referred to as No Recall.

Optionally assign Therapists to Hygienist Recall Type

In earlier software versions, Therapists were assigned the Dentist Recall Type. From version 11, you can re-assign Providers for Recall Type, which is particularly useful for Therapists, who for practical reasons can be re-assigned to the Hygienist Recall Type.

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.