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Chapter 12
Recall Systems
Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All rights reserved.
Recall Systems
 A recall or recare system notifies
patients of the timing of routine
dental care.
 Most often, patients are recalled to
the office for an oral prophylaxis
and examination.
Purpose of a Recall System
 When discussing a recall system for a
prophylaxis, it is wise not to undervalue
the treatment by saying “having your
teeth cleaned.”
 Remember that this recall visit helps
maintain good oral health for a lifetime
and includes a thorough examination of
all of the teeth and soft tissues as well as
the scaling and polishing procedures.
Additional Reasons for a Recall
 Examination of oral tissues after
surgical procedures
 Checking for occlusal relationships
 Examination of prosthetic devices (e.g.,
full or partial dentures or implants)
 Determination of eruption patterns in
children
Additional Reasons for a Recall
 Determination of the status of
orthodontic treatment
 Follow-up on endodontic treatment
 Follow-up for an implant
 Determination of periodontal tissue
status
Maintaining Recall Systems
 Success depends on three factors:
 Dental
health education
 Motivation
 Consistent follow-up
 Without these three factors in place, the
future productivity of the office declines.
Types of Recall Systems
 Advanced appointment system
 Telephone system
 Mail system
 Telecommunications e-mail or text
messaging
Advanced Appointment System:
Advantages
 The appointment is scheduled at the time the
patient leaves the office.

Advantages
 Many people know what day and time are best.
 No cost or time is involved in sending cards or
making telephone calls.
 It is simpler than card or calling systems.
 It gets a commitment from patients toward
maintaining oral health.
Advanced Appointment System:
Disadvantages
 Disadvantages
There
is a lack of knowledge of future
commitments.
Hygienist's book is filled 6 months in
advance.
Patient forget they made the
appointment and do not show up or
cancel.
Telephone System
 Each person is contacted by telephone for an
appointment.
 Advantages
If reached, there is an immediate response
from the patient.
They are more likely to keep the
appointment as there is a shorter timeframe than the advanced appointment
system.
Telephone System
 Disadvantages
Very
time-consuming
Person may not be reached or may
not wish to be disturbed
Telephone System
 Suggestions
Do not begin calling too early in the morning.
 If tired, wait until another day.
 Make the calls in private, out of hearing range of
other patients.
 Do not pester patients.

Telephone System
 Have
the recall record/printout in front of
you so that you will be well informed.
 Call on inclement days.
 Call at home in the evening or on weekends.
 Leave a message on an answering machine
but do not divulge confidential information.
Mail System


Patients receive a card that
1. Asks them to contact the office to
schedule a preventive appointment
or
2. Gives them an appointment time
and asks them to confirm it
Cards may be addressed by the patient
when they leave the office.
Mail System
 Advantages
 Places
responsibility for the appointment on
the patient
 The message is waiting even when the
patient is not home.
 Disadvantages
 Patients may ignore the notice.
 Cost of postage
 No immediate response
Telecommunications
 e-mail and text messaging
 Busy patients would rather rely on this
method of communication.
Establishing a Recall or Recare
System
 Once the type of system has been
determined, the administrative assistant
should set up a recall file that is simple,
efficient, and accurate.
 The most efficient recall system is
managed electronically.
Managing a Recall or Recare
System
 An electronic file can generate
A
list of patients who need to be contacted
 The actual letter or card
 Mailing labels for preprepared cards
 If the office uses a telephone system, you can
generate a master list of patients and their
telephone numbers.
Purging the System
 The dental office should inform a patient
if he or she is being removed from the
recall/recare system.
 This protects the practice and reminds
the patient one last time of the
importance of a preventive recall or
follow-up appointment.