Growth

Recalls are the quietest revenue in your practice

Most practices already have the list. Very few have a reliable way of working through it every single month.

Every practice knows roughly who is due back. Almost none can produce the list on demand, and fewer still work through it the same way every month.

This is the cheapest growth available to a practice, and it is routinely the least organised thing in the building.

Why recalls fail

Not because nobody cares. Because a recall is a task with no deadline. Nothing goes wrong on the day it is not done. It competes with work that has a patient standing in front of it, and it loses.

A recall list that lives in someone's head is not a list. It is a good intention with a name on it.

What a working recall process looks like

It has states, and the states are the whole point:

• Pending — due, nobody has done anything yet
• Contacted — reached out, waiting on them
• Booked — in the diary, done
• Dismissed — deliberately not pursuing, with a reason recorded

Without states you cannot tell the difference between a patient nobody has contacted and a patient who was contacted and said no. Those need completely different follow-up, and treating them the same is how patients get chased twice and annoyed.

Overdue should be worked out, not stored

If "overdue" is a flag someone sets, it goes stale the moment nothing runs. If it is calculated when you look, it is right every time, including on the Monday after nobody touched the system for a fortnight.

The tone question

There is a real risk of becoming the practice that nags. The difference between a useful recall and a nuisance is whether the patient recognises it as being about them.

A message that references what they were last seen for, from a practice they chose, at a sensible interval, reads as care. The same message sent monthly to everyone reads as marketing, and gets treated accordingly.

Fifteen minutes, no commitment. We will show you how Freemi would handle it, and tell you plainly if it would not.

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