If you were to calculate the value of each patient or client visit and multiply that by the number of patients or clients you have not seen for 6 months or more, you would begin to get the idea that you are losing significant amounts of income by allowing these patients to slip through the cracks. The reactivation of patients or clients who have discontinued care can be a major source of increased activity and income. Although they aren’t new patients or clients per se, the reactivation of these persons can produce a significant increase in activity for you. By simply concentrating on reactivating those persons who have visited you in the past, you can increase office visits and income notably.
People drop out of treatment for many reasons. It is possible that a person decided to discontinue care due to financial difficulties. By contacting them, you might find that their situation has improved, and they may be quite willing to re-establish their visits with you. It is also possible that a patient/client may have stopped coming for services because they didn’t have a full understanding of the importance of regular visits. This is a matter that could be cleared up through communication and education. Lastly, don’t rule out the idea that your former patient/client may be upset with your office, which again could simply be handled with communication. The important thing to be aware of is that communication, a caring attitude, and good follow-up can encourage people to come back to the practice.
Set aside some time to go through your inactive files and find those patients/clients whom you have not seen for at least six months. Look through the chart to determine what services they might be in need of. Compose a letter which addresses the specific service indicated.
Keep a log of letters sent out and, through the use of a reminder file, target a follow-up phone call to the client/patient within one week of sending out the letter.
When placing a phone call, make sure that you are specifically familiar with whom you are calling. Have it clearly in mind exactly what it is you are calling for. Keep a record of your phone calls which would include:
- the date and time of the call,
- whom you spoke with,
- the reason for the call, and
- the results of the call.
Request the second part of this article to get an amazing sample call script and the four most important things to focus on during a reactivation call. Request “Reactivating Patients: How to Get Them Back – Part II” (highly recommended).