Question: What is your opinion regarding automated appointment reminder systems?
I was watching the confirmation call video and you mention RevenueWell, which we also use. My question to you, what is your general opinion regarding automated appointment reminder systems? Is there a danger of relying on these too much? In other words, have these systems replaced phone calls and is there a danger that some offices may rely on them too much?
Thank you for your questions – I have to tell you that I am so happy that you are watching the videos and learning, I wish more of my doctors were like you.
The first thing to address in answering your questions is the purpose behind a confirmation call, text or email. The purpose is not to “get the patients butt in the chair” (sorry if that is too blunt, but it is true). The main reason for this sort of connection with the patient is to get them to actually arrive to their appointment.[mepr-show if=”loggedout”][/mepr-show] [mepr-active memberships=”629,630,37388,37393,37672,37676,37670,37668,37674,44674,232156″ ifallowed=”show” unauth=”message” unauth_message=”Answer hidden, please login or purchase a membership to view.”]
Every patient is different. Some patients write the appointment into their calendar and they will be there – you never have to remind them. Others, you need to call multiple times, email and text them the day of, to get them to show up. Therefore, there is not one set way that we should be doing confirmations. We need to customize these communications for the patients with the understanding that our purpose is to get them to show up to their appointment.
With that being said, yes, I would be concerned about relying too heavily on the use of automated systems too much. I think that having an automated system like RevenueWell is a great supplement to help us get the patients to arrive but needs to be combined with other things (such as phone calls) in order for it to work.
Again, it depends on the patient. I think that every office should have a set confirmation system in place but it needs to be customized and adapted as needed per patient.
I hope that answers your questions.[/mepr-active]