Create a personalised recall system, called The Hook
It is hard to imagine that an optometric practice can survive without repeat business. A recall system can easily fall into the trap of being generic, cumbersome, and very ineffective. The key to an effective recall system is to demonstrate to the patient the value of her clinical history on record, as well as the relationship that exists between the patient and the optometrist and staff. They know me, I belong there.
I used to manually operate this recall system with a hook, which was time-consuming and labour-intensive, but it was absolutely worth it because it delivered excellent results. An effective recall system will always require input from the optometrist, but Humint online software for optometry has made it quick and easy.
In a market like optometry, where supply exceeds demand, Humint offers a valuable tool to Future-Proof your practice. It is not a quick fix, as you will have to implement it diligently for 18-24 months before it takes effect. No young practice should be without it.
Every success in an optometric practice must be a function of both clinical expertise and delivery of emotional labour. If the optometrist is doing a bum job, and the staff are not nice, it is only a matter of time before disaster strikes.
Humint Recall
The underlying premise is to provide a “Hook” to demonstrate the value of a long-term relationship (we have your fundus photos).
In the Consulting Room
Humint has set an automatic recall date as instructed by the optometrist. The default is usually 18 months. The optometrist may enter the date manually for a particular patient, as in the case of a contact lens follow-up. If nothing else is done, Humint will send these recalls out in a generic format as instructed on the recall date.
This is how it works
The hook
The optometrist, as a matter of good record keeping, will make clinical notes in the patient record, such as:
- Early lens changes
- Ready for multifocals next time
- Macular drusen
- Sensitive to spatial distortion
- Fundus or OCT photos
This is what will become the clinical hook to be filled in by the optometrist on the recall date.
Grab a Heart (here) and Hallo Who Are You (here) become an essential part of the recall system. A practice culture must exist to routinely utilise these modules, as well as maintain good patient notes by the optometrist.
On a weekly basis (as preferred), the optometrist accesses the Personalised Recall module, and with a single click, will have a list of patients for recall, as requested 18 months previously.
She now has instant access to the patient record, the Grab a Heart, and the HWAY modules. In fact, any information about the patient’s previous journey through the practice is readily available to her.
The recall template has all the patient information in place, and space to insert the hook, for example:
- While perusing your previous records, I noticed that you had started to have trouble with close work. I prescribed reading glasses, which we should probably consider upgrading to multifocal lenses at this stage. Please call 012 978 4455 for an appointment, and we will ensure that your fundus photographs and previous records are ready for your visit.
- During your previous visit, we agreed to upgrade you from readers to multifocal lenses. I have some ideas in this regard
- While perusing your previous records, I noticed that you had quite a marked change in your prescription. Now is a good time to review the situation.
- While perusing your previous records, I noticed that you had small growths (pterygia) on both eyes. Although there is no reason for any alarm, now would be a good time to follow up on this.
That’s not all! Now you go to the Grab a Heart and the HWAY files (a click away)
To write a PS note that will demonstrate that you know her.
Examples:
- “How’s your golf game going?”
- “We have a new great option for scuba diving.”
- “Are you still doing OK with your Rudy Project sunglasses?”
- “How’s that star Fly-half of yours doing?”
Most practices have empty chair time, and there is no better way to invest in your business than spending the time to do justice to this Killer Recall System. It may take only one hour per week!
By personalising their recall, the patient feels a sense of belonging, and this is an excellent example of positive emotional labour, which is about being kind.