One of our challenges is that if the person booking appointments does not use the correct booking reason (Exam/ Scale & Polish etc) it can throw the recalls out. The system does not then identify that a previous appointment has occurred or may not identify that there is an upcoming appointment. This then means the patients gets unnecessary comms and then makes a phone call!

We are absolutely inundated with patients and have a high volume of new patients booking in with us. We make sure this is easily accessible from the website. If it starts getting less busy, we run a report on all patients that are about to lapse and email them to offer appointments - typically we get around 5-10% responding to book appointments.

Our clinicians try to convert unregistered emergency patients and many of the parents of our NHS kids try to sign up after their kids have been seen.

Hey ​@Rob ! Lovely to see you on the Community 

Thank you for sharing this feedback - it can be frustrating to make sure the team are all utilising recalls correctly and then managing the knock-on impacts of any user-errors. I’ve reached out to put some time in with you to talk about this.

Secondly, thank you for sharing how you generate business through the lapsed patient report. This is a helpful tip and one we recommend a lot 

We book all our recalls as the patients leave.

This way it reduces the amount of recalls that need to go out and also helps with availability. ​@Molly H 

We’ve really found that the automated recall messages have a low response rate, so it’s more successful to pre-book patients in.

However, what I am finding challenging is, when it comes to 6 months down the track and we have to confirm appointments for these recalls, some people aren’t replying or we have to chase them up.
I’d really like to see a more tailored workflow for following up recalls with automated messages - and also make it more personalised - rather than just send out a standard confirmation message for recalls, as you would for any treatment type.