Making Daily Reactivation Calls

How to Prevent "Churn" with Hygiene Reactivation Calls

Maintaining a patient's oral health isn't just about the treatments they receive when they're in the dental chair. It's also about ensuring they come back for regular biannual hygiene treatments. In the busy rhythm of modern life, both dental practices and patients can sometimes lose track of these critical appointments. For patients, this can lead to heightened risks like oral infections and other complications. For practices, it means not achieving daily production goals and suboptimal occupancy rates. 

Understanding this mutual challenge, TeamCare introduces a dynamic Hygiene Reactivation tool, specifically crafted to reconnect with patients due for their hygiene treatments. Beyond ensuring optimal oral health for patients, this tool allows every team member to contribute to collective efforts to reduce churn and maximize patient retention rates by making calls and sharing notes for the next follow up caller with a simple point-and-click workflow.

TeamCare's reactivation tool isn't just a static list. It's a constantly updating, self-reportable system tailored to seamlessly integrate into a dental practice's daily routine. It erases the need for manual list updates or spreadsheet imports, offering a live platform that dynamically populates a list of patients due for a call, ensuring no patient receives duplicate calls. With integrated call scripts, tracking forms and reporting functionalities, this feature ensures dental teams are equipped with all they need to conduct effective reactivation calls, track their success, and adjust strategies accordingly.

Reactivation Feature Suite

1. Dynamic Call List
   • • List of all patients who have not had a hygiene treatment ( within the last 6 months
     • Provides details on patient's treatment history and previous call attempts from the interface.
     • Allows staff users to tag patients for "Do not Call" reason(s) for all patients to ensure consistent historical tracking
     • Patients are automatically removed from queue post-call to prevent double-calling
       
       

2. The Call Form 

   • Staff caller can fill out the prompts according to the outcome of the call
   • Tracks and saves call notes to ensure continuity during follow-up
   • Ensures staff users receive credit for each call made
   • Provides a "Call Script" to ensure all callers model best practices for patient communications
   • Once a call form is submitted, the patient is immediately pulled off the list on all workstations to prevent the patient from being called twice.
     
     
3. Practice-Level Reports
   • Hygiene Reactivation Activity feature lists all reactivation calls completed with notes for follow-ups and whether or not an appointment was made.
     
     
   • Reactivation Dashboard displays monthly statistics on call success and production from reactivation
     
     
   • Front Desk Leaderboard displays call frequency per call
     
     
   • Reactivation Email Reports notifies owners, managers, and staff of reactivation activity daily.

Note: By default, TeamCare classifies "hygiene" treatments using the following codes: 

• • US_HYGIENE_CODES = ['D1110', 'D1120','D4341','D4342', 'D4910', 'D4346’]
  • CANADA_HYGIENE_CODES = ['11111', '11112', '11113', '11114']

How to make hygiene reactivation calls in TeamCare

If you are logged into TeamCare, click here to via your 'Hygiene Reactivation' list for hygiene reactivation calls. 

• App navigation: Get Involved > Reactivation > Hygiene Reactivation

Steps:

1. To make a hygiene reactivation call, click on the green 'Call Patient' button next to a patient's name.
   Dynamic Call List
   
   
2. Before calling the patient, review the call script and use it to script the conversation or voicemail.
   
   The Call Form
   
   
   
3. After the call, input information about the call into on the Call Form to share details for the next follow up call: 
   • Select the 'Call Result'
   • Enter 'Call Back Date' 
     
   • Note the reason(s) that a patient was not preappointed to inform the next caller
     • ex. "No answer, left voicemail using script"

Reviewing 'Hygiene Reactivation Activity' 

To see all patients who have received a reactivation call, click on the list icon located at the top right-hand corner of the 'Hygiene Reactivation' page. This summary includes call notes, providing a handy reference for future interactions.

Hygiene Reactivation Activity

Additional Resources:

• How to Write Call Scripts for Reactivation Calls

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