How to Call Patients for Recall: 8 Expert Tips

How to Call Patients for Recall

Patient recall is a critical aspect of great medical care and customer service. Patients who have already been seen but require follow-up care to ensure their health issues are addressed. Getting a patient to commit to scheduling their necessary procedures can sometimes be a challenge. 

If you’re struggling with how to call patients for recall, here are eight expert tips. 

  1. Use a friendly and professional tone.

When making patient recall calls over and over, it can be easy to slip into a monotone, grumpy-sounding tone.  However, concentrating on using the right tone can help a patient feel at ease and more open to hearing the information presented. A friendly, compassionate voice creates a feeling of partnership, while a professional way of speaking helps relay the importance of the importance. You want to be seen as a friendly expert. Keeping the tone more upbeat helps you avoid sounding like you are lecturing, which can make a patient feel defensive and less likely to schedule. 

  1. Personalize the message with the patient’s name.

Using the patient’s name helps personalize the message so you don’t sound like an automated machine. People enjoy talking to a real person, and using their name will build trust. Be sure to pronounce their name correctly. If you aren’t sure, you can ask if you got it right during your introduction.

  1. State a clear reason for the recall.

Be clear on the reason for your call right away. People will wonder if you are selling something or if you are a spam caller. Helping them understand the purpose of the call from the beginning will allow them to listen to your message.

This is ___ calling from ____ about your ____ is a good formula to follow at the beginning of your call. 

  1. Offer flexible scheduling

While there are certainly limitations to when and where you can schedule a patient with their doctor, offering as much flexibility as possible is key. People lead busy lives and may already be hesitant about scheduling their procedure. Making it easy to fit into their schedule will help them stop avoiding the appointment. 

Even something as simple as asking, “Would Tuesday or Thursday work better for you?” has been shown to increase patient satisfaction due to having a choice in scheduling.

  1. Highlight the importance of their health.

You are making this recall because the patient needs to schedule a procedure based on their doctor’s recommendations. Highlighting the importance of their health is an important reminder to the patient since their provider recommended the appointment for a reason.  

  1. Avoid jargon.

Healthcare can be a confusing topic for many people, and it’s essential to avoid lingo and jargon. Use clear, everyday language while discussing the procedure or appointment. This will help people feel more comfortable with their understanding of the procedure. 

For example, don’t say “EGD” – say “Upper Endoscopy” instead. 

  1. Be concise.

Short, precise sentences will ensure there is no confusion. You’ll also be able to schedule the appointment more efficiently, freeing up your time to make more recalls.

  1. Leave a message & follow up if there is no response.

If the call goes to voicemail, leave a brief message for the patient and follow up again until you can make contact. Be mindful of HIPAA privacy when leaving a message. 

Outsource Your Patient Recalls

By following the above expert tips on how to call patients for recall, you’ll improve your success in getting patients to schedule appointments for important procedures. You may still struggle with having enough time and resources to continue to make recalls, especially for patients difficult to connect with. Outsourcing patient recalls is a great way to free up your time, save money, and still get the patients scheduled for procedures that are valuable to their health and to the practice. 

Don’t continue to worry about patient recall – begin an outsourcing partnership and contact us today! 

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