Reactivation Booklet.indd

The Masters of Marketing Administration is an educational advancement for training of business owners and their administrative and support staff on the Viva System—a system that puts in place the
ideal residual business model for consumer
acquisition, loyalty and retention.
Copyright © 2018 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. Second Printing, 2018.


Patient Reactivation
Reactivation is normally a sour subject in most offices as it requires a lot of effort to obtain a few reactivated patients. By survey, however, if this is done as a system, and correctly, it can be quite effective.
The hygiene Retention Coordinator will be the controlling point for reactivation. If there is not a hygiene retention coordinator, then the lead hygienist is the person responsible for execution until such time a Retention Coordinator is established.
Below is an overview of the reactivation system:
1) Make a list of all patients in the last 6 months that have not returned for a cleaning/recall visit. Take this from Dentrix or Eagle Soft etc.... export it so the columns for the Name, Phone # and their last date of service can be used in an excel sheet on the tracking grid (attached).
2) Use the Reactivation Grid which has 5 action steps for each patient on your list, the steps are:
a) Text Message #1 b) Call #1
c) Text Message #2 d) Call #2
e) Letter
Important note: The letters sent to patients are from the hygienist, not the “office.” The letter can be typed, but the envelope is hand-written with their address, so it looks personal...the reason for this is because it obtains almost a 100% open rate when the patient receives it.
The reactivation program is executed by the Retention Coordinator. If the practice does not have a designated Retention Coordinator, then the function is done by the Hygienist(s) in their down time. Note that the hygienist has a near impossible task to recover and build the hygiene reactivation due to her time constraints on “open time.”


Patient Reactivation Instructions
Using the hygienist is discouraged, however, he or she should contribute to the program under the Department Head...which is the Hygiene Retention Coordinator.
The single largest error is attempting to put in a reactivation program without a Retention Coordinator who is held fully responsible for the implementation of the system. The program fails nearly always when this system is done by “all the staff” or “multiple staff.”
The lack of administrative system is why reactivation fails.
The reactivation of patients requires an administrative system that can be followed by anyone.
It is methodical and the following 5 steps of reactivation are outlined below:
STEP 1
Hi ______, I’m in charge of our Dental Wellness Program at ____________(name of practice). I routinely review records to assist patients who have missed regular cleaning visits.
It has been a while since your last cleaning visit. Regular visits keep you well and help eliminate gum disease and eliminate costly dental work. Our wish is to reduce or eliminate future dentistry, for yourself and family.
Please contact me to set up an appointment that will work best for you!.
(888) 631-2212
Your Caring Hygienist
Keeping you Healthy for a LIfetime
TEXT MESSAGE


STEP 2
PHONE CALL
Hi ______this is (name of Retention Coordinator) at _________ (name of practice).
Somehow you missed our text message or just go busy like most of us. I wanted to follow up with to let you know the message was from your hygienist. She routinely reviews our records and it has been a while since your last cleaning.
Our purpose is to keep you healthy and well. Our Wellness Program is why we review patient records as we can help reduce and eliminate costly dental work and gum problems. Our wish is to help you stay healthy!
Please give me a call and we’ll set up an appointment that is convenient for your schedule. (888) 631-2212
Your Caring Hygienist & Hygiene Coordinator
Keeping you Healthy for a LIfetime
TEXT MESSAGE
Hi ______, this is your hygienist __________at ___________(name of practice). You may have missed my last text message as you likely got busy or somehow missed. I’m in charge of our Wellness Program and I routinely review our records to assist patients who have missed regular cleaning visits.
It has been a while since your last cleaning visit. We can help prevent gum disease and eliminate costly dental work. Just send me a text back so I know you received my message:)
Or just click the number below to set up an appointment. (888) 631-2212
Looking forward to seeing you!
Your Caring Hygienist
Keeping you Healthy for a LIfetime
STEP 3


STEP 4
Hi ______this is (name of Retention Coordinator) at _________ (name of practice).
Somehow you missed our text messages. I followed up with
a call, but I’m sure you just got busy and didn’t have time to respond. It happens to me on busy days. I wanted to follow up to help you set up a time for your next cleaning as it has been a while since your last appointment.
We run our Wellness Program to keep you so we can reduce and even eliminate costly dental work and gum problems.
Please give me a call and we’ll set up an appointment that is convenient for your schedule. Just click the number and we’ll set a time that works for you (888) 631-2212
Your Caring Hygienist & Hygiene Coordinator
Keeping you Healthy for a LIfetime
STEP 5
The last step is to send a letter to the patient. The address is best hand-written as this causes almost every person receiving it to open
it!
Hand-written: Causes a 100% open-rate when received by the patient!
Rob Sm
226 W. Sco t. Bos, Ida, 83701
PHONE CALL
LETTER TO PATIENT
Jas Haly 2344 Syar, St Bos, Ida, 83703


The letter below is an example of the type of letter that should be sent. The important aspect of the content of the letter is to mention and forward your overall mission statement...which is to keep them
healthy y
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Wellness for Life
Hi ____________ (patient name)
I wanted to drop you a letter as you likely got busy and some- how missed my text messages and phone calls.
I routinely review patient records and it has been a while since you have had a cleaning. Your last visit was on _______________.
My purpose for writing is to achieve the goal of “Keeping You Well,” and help eliminate costly dentistry and gum disease for a lifetime.
Over 90% of people develop gum disease and normally have no idea their gum disease is progressing. The reason they don’t know is because gum disease is called the “silent disease,” as there is no discomfort or pain until it is quite advanced.
Looking forward to seeing you soon...hoping to achieve well- ness for your dental health.
Please call, at _____________(phone number) and we’ll accommodate an appointment that works best for you!
My Kindest Regards,
Your Caring Hygienist and Hygiene Coordinator
Keeping you Healthy for a Lifetime
www.abcfamilydental.com • 888 - 334 - 4423 • 2344 Sycamore, St, Boise, Idaho, 83703
(day, month, year)


Reactivation Administration
The administration of reactivating patients is a 5-step process as covered in the earlier pages. The administration is a step by step SYSTEM that is easily followed to bring about a recovery of patients who have missed appointments for whatever reason.
The system used is described below:
1) Obtain a list of past patients in the last 6 - 12 months who have missed appointments.
2) Place these patients onto a grid, which is shown on the opposite page.
3) Go through the 5 steps for each patient. Each step is done 2 days after the previous step, allowing the patient to respond to a text or phone call.
4) Complete all steps on the tracking grid for the months 6 through 12 of patients who have missed their appointments.
5) After step 5 is done (a letter sent to the patient), wait 2 weeks and your grid is complete. File your tracking grid as you will need it at a later date.
After completing all patients from 6 to 12 months, obtain a new list of patients who have missed their appointment from months 13 to 18. Put these names onto your tracking grid and repeat the same steps as you did on months 6 through 12.
When complete with months 13 through 18, obtain a list of patients who have missed their appointment from months 19 through 24.
When complete with months 19 through 24, obtain the next list of patients who have missed an appointment from months 25 through 30.


Keep all tracking grids and file them as they will be used again. The tracking grid is shown below.
When month 25 through 30 are complete, obtain
a new list of those patients that have missed their appointments from months 6 through 12. When complete, obtain a list for months 13 through 18, and so forth. Keep rotating through the lists.
The list can be extended to later than 30 months and other lists from months 31 to 36, and 37 to 42 and so on, depending on the size of your patient base and the instructions from your manager or the doctor.
Name
Je
Hygiene Reactivation Tracking Grid
T ATE
JenNniafemr Leawrence
1/1/17
2/2/18
2/4/18
2/14/18
DATE
DATE
Alice Smith nnifer Lawrence
3/6/17
DA
2/2/
E
18 2/2/18
DATE
2/4/18
2/4/18
DATE
DATE
2/14/18
DATE
DATE
DATED
Janice Joplin Alice Smith
2/15/17
2D/2A/
18E 2/2/18
2/4/18 D2/A4/T1E8
DATE
DATE
DATE
DATE
DATED
Eddy Murphy
4/10/17
2/2/18
2/4/18
DATE
DATE
DATE
Clark Gable
4/10/17
2/2/18
2/4/18
DATE
DATE
DATE
ddy Murphy Chevy Chase
4/10/17
2D/2A/
18E
2/2/18
D2/A4/T1E8 2/4/18
DATE
DATE
DATE
DATE
DATED
Clark Gable John Wayne
4/28/17
2D/2A/
18E 2/2/18
D2/A4/T1E8 2/4/18
DATE
DATE
DATE
DATE
DATED
hevy Chase Frank Sinatra
2/103/17
2D/2A/
18E 2/2/18
D2/A4/T1E8 DATE
DATE
DATE
DATE
DATE
DATED
JoMhanriWlynayMneonroe 5/02/17
DA
2/2/
18
E 2/2/18
D2/A4/T1E8 DATE
DATE
DATE
DATE
DATE
DATED
Clint Eastwoord rank Sinatra
6/10/17
2D/2A/
18E 2/2/18
DATDEATE
DATE
DDAATTEE
DATED
Jessica Jones arilyn Monroe
3/17/17
2D/2A/
18E
DATE
DATE
DATE
DATE
DATE
DATE
DATE
DATED
Harrison Ford nt Eastwoord
6/11/17
2D/2A/
18E
DATE
DATE
DATE
DATE
DATE
DATE
DATE
DATED
Jesse Owens
5/22/17
DA
E
DATE
DATE
DATE
DATE
DATE
DATE
DATE
DATED
Magic Johnson
4/19/17
DATE
DATE
DATE
DATE
DATE
arrison Ford Michael Jordon
5/13/17
DATE
DATE
DATE
DATE
DATE
T ATE Janice Joplin 2D/2A/T18E D2/A4/T1E8 DATE DATE DATE ET ATE T ATE ATE ATE ATE ATE Cli T ATE Jessica Jones T ATE H DATE DATE DATE DATE DATE Jesse Owens DATE DATE DATE DATE DATE
CT T FT MT
Magic Johnson DATE
DATE
DATE
DATE DATE
Last Visit
Text #1 Text #1
Call #1 Call #1
Text #2 Text #2
Call #2 Call #2
Letter Letter
Michael Jordon DATE DATE DATE DATE DATE


Performance: Recording Results
Recording the effectiveness of your reactivation system is vital as
it requires time, effort and labor cost. As such, daily and weekly reporting of statistics is paramount to both good management and measuring the effectiveness of the Retention Coordinator.
How to Track Daily Performance
Each tracking grid contains an exact number of steps, or actions for all patients listed on the grid. For example, if a tracking grid has 100 patients listed on the grid, this means there are 500 actions or steps to complete.
100 patients on the grid X 5 steps per patient = 500 actions.
On a daily basis, the number of actions performed are recorded. For example:
January 3rd: January 4th: January 5th: January 6th: January 7th:
21 actions completed 18 actions completed 27 actions completed 15 actions completed 14 actions completed
The total actions for the week = 76 completed actions
As the action steps are completed, patients will schedule and begin to show up for their hygiene visit or recall visit. A scheduled patient that results from your reactivation efforts is COUNTED as a recovered patient.
The # of Recovered Patients, scheduled for an appointment are recorded both daily and weekly.
The Reactivation Report Forms are shown on the opposite page.


Daily Report Form
A daily report form (small slip of paper) is filled each day and filed for access for both weekly totals and for viewing by the office manager at his or her discretion.
Date:
Name of person performing Reactivation System:
Total steps Completed: Patients Scheduled: Patients Arrived:
Daily Reactivation Report Form
Weekly Report Form
A Weekly Report Form (small slip of paper) is filled out at the end of each week. This form is simply a total of the daily report slips.
Week Ending:
Weekly Reactivation Report
Name of person performing Reactivation System:
Total steps Completed for the week: Patients Scheduled for the weekl Patients Arrived for the week:


Monthly Report Form
A Monthly Report Form (small slip of paper) is filled out at the end of each month which gives the Retention Coordinator, the Office Manager andthe doctor a complete progress report of the production done for the month.
The monthly report is simply a total of the 4 weeks.
Below is a copy of the monthly report form for use as a key part of the reactivation admiministration.
Month Ending:
Monthly Reactivation Report
Name of person performing Reactivation System:
Total steps Completed for the month: Patients Scheduled for the monthl Patients Arrived for the month:
Reports are filed and kept so there is a record of the performance and workability of the actions and overall system being used.
Without a measurement of the time, effort, labor and work being done by th Retention Coordinator, it becomes impossible to discover the effectiveness of the system being used.
Keeping daily, weekly and monthly numbers of performance are critical for any manager or owner of a business. Without numbers or statistics there is only opinion and impossible for management to manage.


Filing the Daily, Weekly & Monthly Reports
The weekly report forms for the month are filed in the folder for that month. Most months will have 4 reports filed in its monthly folder. But some
Week 4 Week 3
Week 2 Week 1
The Retention Coordinator must have a file cabinet and folders, a desk and phone established in order to perform and administrate the reactivation system.
Week Ending:
Weekly Reactivation Report
Name of person performing Week Ending:
Weekly Reactivation Report
6/07/2019
Reactivation System: Weekly Reactivation Report
Name of person perfAolricme MincgKenzie Week Ending:
Total stepRseCaocmtivpaletitoendSfoysrttehme:week:
Weekly Reactivation Report
Name of person pe1r8fAo6lircemMincKgenzie Patients Scheduled for the weekl
Total stepsRCeaocmtipvalettioeWdnefSoeyrkstEehnmed:winege:k:
Patients Arrived for the week: 7 18A6lice McKenzie PatientsScheduledfoNratmhewofeepkelrsonperforming
Total steps Completed for the week: Reacti5vation System:
Patients Arrived for the week: 7 186
Patients Scheduled for the weekl Alice McKenzie
Total steps Com5pleted for the7week: Patients Arrived for the week:
186 7
Patients Scheduled for the5 weekl Patients Arrived for the week:
5
January
March
February
April
June
August
May
July
September
October
November December


Performance Expectancy
The actions, steps and administration being implemented put a system in place that is repeatable over and over. When a system is used one can obtain standard results.
Any system is better than no system! The vital importance of placing a system in use allows the office manager and owner to measure results and more importantly bring about a Wellness Program to improve patient care.
The purpose of the reactivation system establishes a program for patients that reduce or eliminate their dental costs and keep them healthy. The purpose of getting patients back and onto a retention program, or better said a “Wellness Program” is the best possible patient care in the industry.
The Retention Coordinator is a vital part of patient care and his or her efforts are nothing short of stellar.
What performance is acceptable to achieve?
Performance Expantancy
The performance or resuls can vary widely depending on the diligent execution of the action steps but also the expectancy and purpose of the Retention Coordinator.
A minimum of 6 to 10 scheduled appointments per week is achievable by almost anyone doing the program. Of 100s
of offices, there are stellar results of 3 to 4 reactivated and schedule patients a day, which amounts to 15 to 20 patients a week.
The sky is the limit and with diligent and consistent work the results grow, month after month! Wishing you the best!!