The Loss Control System

THE "LOSS CONTROL" SYSTEM

MISSED APPOINTMENT/RECALL POLICY

As a clinic grows, it is vital that we treat each patient as the most important person in our office. When we don't do this, patient upsets can occur and patients can discontinue care.

One of the primary purposes of a CA, or any staff in the clinic, is to keep the patient on the schedule of care as outlined by the doctor.

We know that chiropractic is a key to the patient's health. Sometimes our patients don't know this, and we have to help them recognize the importance of care. The Spinal Care Program and the Post Report assist in doing this, but patients still will drop off lines on occasion.

The following procedure, called "Loss Control," is an effective method of dealing with patients that drop out of care.

To implement this system, you will need to make an extra file space, near the front desk, for patient folders or cards. This space (it can be a wall pocket or a freestanding desktop file

holder or the front of the ledger box) should be labeled "Loss Control."

A. When a patient misses their appointment, the front desk CA or Assistant should call the patient within 15 minutes of the missed appointment. If contacted, the patient should be rescheduled for that day or the next, ensuring that the patient stays on their treatment schedule. This is standard policy

B. If the CA is unable to reach the patient by phone, that patient's card or file is placed in "Loss Control" on the front desk, with a Post-It note stating date, time called and N/A, busy, machine, etc. They are to be called until they are reached that day and a new appointment is made. Make note of all phone call attempts.

C. If unable to reach patient by end of working day, place card in Loss Control and call the patient several times at home or work during the following morning, afternoon, and evening hours, noting on the Post-It any calls made.

D. If patient is unable to make an appointment, try to set up a tentative appointment or determine when the patient can make an appointment, and make a notation to call patient as a reminder on that date. Put the ledger back in loss control until that date.

E. If the patient indicates he or she is discontinuing care, then ascertain the reason (feeling good, no money, dissatisfied with treatment, etc.), handle per policy ("Handling Patients Who Cancel") and attach a note to the card and place in doctor's box for attention.

F. If unable to reach patient by end of third day, notify patient by mail with a postcard of missed appointment asking them to please contact the office. Note action taken on card and at the end of one (1) week, if no response, place in doctor's box for decision. Doctor will then decide on further action and advise CA.

G. The same actions as above are done if a patient leaves the office without rescheduling their next appointment, or if the patient leaves with a "will call" response. A Post-It note is placed on the card or folder with the intended date of the patient's next visit. The folder is placed in the Loss Control.

H. When the doctor marks "LC" (Loss Control) on the card, the doctor has decided to call the patient in one (1) month. No appointment will be scheduled at this time, and a Post-It note

should be attached to their card with a date four (4) weeks from now. The card is then placed in loss control awaiting the date for rescheduling.

I. When the doctor marks PRN or "WCP" (Will Call Patient) on the treatment card, the doctor has decided to allow the patient to call for their next appointment. No appointment will be scheduled at this time. However, a Post-It note will be attached to the card with a notation to call the patient in two (2) months to check their progress and reschedule. Example: WCP - when patient is to be called on October 12 for an appointment, write 10/12 on a Post-It note and attach to card. The card is then placed in Loss Control awaiting that date for rescheduling.

J. When calling a WCP or LC patient: Schedule patient for an adjustment. Say "Doctor has asked me to call and schedule you for an adjustment." Or, "Mrs. ______, its time for your next visit."

K. Each morning, the Front Desk CA is to go through all cards in the Loss Control file and take actions as needed. The doctor should look through the Loss Control file at least once per week.

David Michel

Petty, Michel & Associates

Chiro-Health Management Services, Inc