09/30/2013    Keith L. Gurnick, DPM

Recall Systems (Michael Forman, DPM)

Recall systems can be an effective practice
management tool that benefits the practice and the
patient as well. No recall system can guarantee
100% of the patients will follow up when recalled,
but an effective system begins in the office when
the doctor takes time and should explain to the
patient when they will be recalled for follow-up,
and the reasons why returning to the office for
the next visit is important for the patient's foot
health care even in the absence of the pain or
symptoms that may have been the reason for the
initial presenting visit.

Also, since our patients with insurance
are paying a higher percentage of medical costs
out of their own pockets and with ever escalating
required co-pays patients my not feel it is
necessary to return unless they understand why it
is essential for them, and not just for the
doctor to charge for a visit.

Computer follow-up and recall systems exist,
however a system as simple as 3" x 5" index cards
that are filed in a box by the month and year of
the planned recall is purged monthly. The card
should include basic information, including
the patient's name,date of last visit, contact
information (phone number and/or e-mail address)
and the reason for the recall.

Calls made by the office staff direct to the
patient, although time consuming and labor
intensive are much more productive than simply
sending out post-card reminders. We make notes on
the cards as to when they were called, what was
the response to the call (i.e., left message, no
answer, appointment scheduled, too busy now to
come in,call me next week) and then we do weekly
follow up calls until the patient either
schedules and comes in, or tells us they are
doing fine and feel they have no need to come.

Keith L. Gurnick, DPM, Los Angeles, CA,
KEITHGRNK@aol.com

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