Chapter 12 Recall Systems Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All rights reserved.

Recall Systems A recall or recare system notifies patients of the timing of routine dental care. Most often, patients are recalled to the office for an oral prophylaxis and examination.

Purpose of a Recall System When discussing a recall system for a prophylaxis, it is wise not to undervalue the treatment by saying “having your teeth cleaned.” Remember that this recall visit helps maintain good oral health for a lifetime and includes a thorough examination of all of the teeth and soft tissues as well as the scaling and polishing procedures.

Additional Reasons for a Recall Examination of oral tissues after surgical procedures Checking for occlusal relationships Examination of prosthetic devices (e.g., full or partial dentures or implants) Determination of eruption patterns in children

Additional Reasons for a Recall Determination of the status of orthodontic treatment Follow-up on endodontic treatment Follow-up for an implant Determination of periodontal tissue status

Maintaining Recall Systems Success depends on three factors:  Dental health education  Motivation  Consistent follow-up Without these three factors in place, the future productivity of the office declines.

Types of Recall Systems Advanced appointment system Telephone system Mail system Telecommunications or text messaging

Advanced Appointment System: Advantages The appointment is scheduled at the time the patient leaves the office.  Advantages  Many people know what day and time are best.  No cost or time is involved in sending cards or making telephone calls.  It is simpler than card or calling systems.  It gets a commitment from patients toward maintaining oral health.

Advanced Appointment System: Disadvantages  Disadvantages  There is a lack of knowledge of future commitments.  Hygienist's book is filled 6 months in advance.  Patient forget they made the appointment and do not show up or cancel.

Telephone System Each person is contacted by telephone for an appointment.  Advantages  If reached, there is an immediate response from the patient.  They are more likely to keep the appointment as there is a shorter time- frame than the advanced appointment system.

Telephone System  Disadvantages  Very time-consuming  Person may not be reached or may not wish to be disturbed

Telephone System Suggestions  Do not begin calling too early in the morning.  If tired, wait until another day.  Make the calls in private, out of hearing range of other patients.  Do not pester patients.

Telephone System  Have the recall record/printout in front of you so that you will be well informed.  Call on inclement days.  Call at home in the evening or on weekends.  Leave a message on an answering machine but do not divulge confidential information.

Mail System Patients receive a card that 1. Asks them to contact the office to schedule a preventive appointment or 2. Gives them an appointment time and asks them to confirm it Cards may be addressed by the patient when they leave the office.

Mail System Advantages  Places responsibility for the appointment on the patient  The message is waiting even when the patient is not home. Disadvantages  Patients may ignore the notice.  Cost of postage  No immediate response

Telecommunications and text messaging Busy patients would rather rely on this method of communication.

Establishing a Recall or Recare System Once the type of system has been determined, the administrative assistant should set up a recall file that is simple, efficient, and accurate. The most efficient recall system is managed electronically.

Managing a Recall or Recare System An electronic file can generate  A list of patients who need to be contacted  The actual letter or card  Mailing labels for preprepared cards If the office uses a telephone system, you can generate a master list of patients and their telephone numbers.

Purging the System The dental office should inform a patient if he or she is being removed from the recall/recare system. This protects the practice and reminds the patient one last time of the importance of a preventive recall or follow-up appointment.