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Thread: making eye exam appointments a year in advance?

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    making eye exam appointments a year in advance?

    We just starting doing this about a month ago. We have the patients address a postcard to themselves when they check in. When they check out we make them an appointment.

    I am pleasantly surprised that very few people object. It will be interesting to see what happens in a year.

    Does anyone else do this? If so, how is it working for you?

    What does everyone think of the idea of making appointments so far ahead?

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    Quote Originally Posted by Happylady View Post
    We just starting doing this about a month ago. We have the patients address a postcard to themselves when they check in. When they check out we make them an appointment.

    I am pleasantly surprised that very few people object. It will be interesting to see what happens in a year.

    Does anyone else do this? If so, how is it working for you?

    What does everyone think of the idea of making appointments so far ahead?
    Great idea! Maybe you can have them fill out a check for that appointment while they are at it.

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    Quote Originally Posted by CME4SPECS View Post
    Great idea! Maybe you can have them fill out a check for that appointment while they are at it.
    Why didn't I think of that! :idea: I'll bring it up to the doctor tommorrow.

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    I know I keep beating this drum .... but it sounds like what my dentist office does (checkup's every 6 months - fill out the appt before you leave ...)

    My previous hairdresser did this also (booked the next appointment before leaving). My internist also does this (which helps me because I space out the "need" for my regular exams and when I think of doing it she's booked 3 or more months out).

    I think it's a great idea - :cheers:

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    Master OptiBoarder OptiBoard Silver Supporter Jubilee's Avatar
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    We "preappoint" patients, and have been doing so for years. We send them a letter a month in advance with the date and time of the appointment, along with a plea to call us and confirm the time or reschedule. It has its pros and cons.

    Pros:
    Contributes to a higher retention rate
    Patients like the "reserved time" for them
    Planning


    Cons:
    Having to reschedule patients when doc decides to change vacation dates
    Returned mail when patients addresses have changed and the postcards weren't updated
    Having to call patients 2 weeks in advance to follow up on why they have not confirmed their appointment times, then 1 week and we will ask them to reschedule if they have not confirmed 48 hours in advance...

    I have only had a few tell me that they did not like someone "telling them what to do!" For those people I tell them they are free to opt out and take the letter as a reminder that they are do for an exam. I explain it as a way to "Reserve a time" for our established patients, since we do take new patients on a continual basis.
    "Some believe in destiny, and some believe in fate. But I believe that happiness is something we create."-Something More by Sugarland

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    Sending reminders is O.K. Making appts. that much in advance is a big mistake. You gonna have a lot of no~show empty appointments.
    Besides when you have them they will forget (hell you wouldn't believe the ones that fail to show up for a two~week follow-up). Some will forget, some will see another office they want to try (they ain't gonna call you and cancel and they ain't gonna tell you to your face they don't plan to return next year. And some will just move away.
    Besides, you are putting both you and the patient in an awkward position of telling them what they must do.

    Chip

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    Quote Originally Posted by chip anderson View Post
    Sending reminders is O.K. Making appts. that much in advance is a big mistake. You gonna have a lot of no~show empty appointments.
    Besides when you have them they will forget (hell you wouldn't believe the ones that fail to show up for a two~week follow-up). Some will forget, some will see another office they want to try (they ain't gonna call you and cancel and they ain't gonna tell you to your face they don't plan to return next year. And some will just move away.
    Besides, you are putting both you and the patient in an awkward position of telling them what they must do.

    Chip
    Well, Chip, we will see. I don't run the office, I just work there and nobody asked my opinion. I'm just doing as I'm told.:)

    What I do when I check people out is this: I hold up the card and say something like this "you filled out this card for your appointment next year. Did you want to schedule that on a Monday again or is another day of the week better?" It works, people don't complain or act surprised.

    We will mail them out a month ahead of time and call if we don't hear from them. If we are unable to get hold of someone the doctors say we can double book. It will be interesting.

    Once in awhile someone doesn't want to schedule an appointment and I don't push it.

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    When my dentist did it to me, I did not raise an objection. I was too confused and just accepted it. Later I cancelled the appointment and switched dentist. I felt they were too pushy.

    I will only accept this method from my Ophthamologist and if I see a specialist for health reasons, because it takes months and months to get in. Anyone else that tries to force an appointment will not get one.

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    You must manage it well

    I have visited and talked to a lot of optometrists who preappoint and many that don't. You can manage it well so you don't have a lot a no-shows. We do not pre-appoint.
    Before we used a computer system, we would just fill out an appointment reminder card for each exam, and then file it for the month. At the first of each month we would pull the folder for that month and mail the postcards. 10 minutes and recalls are done. So quick and easy.

    This is why we don't pre-appoint. I don't want the clinic full of patients that have no complaints or visual needs to be corrected. I want the doctor performing exams on people that are motivated to get new specs. Why do I want to fill up a valuable exam slot with a stable pre-presbyopic myope that just got new specs last year? If they want new specs, sunglasses, etc., they can just walk in and pay us for the specs. No wasting of the Dr's time.

    However, I could see the validity in asking a CL patient, "would you like to reserve an appointment for next year so you don't have a problem with an expired CL Rx"?

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    Master OptiBoarder OptiBoard Silver Supporter Jubilee's Avatar
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    We have two offices. One office has only 1 appt a week that may no show, where as the other has 3 a week...

    We typically have 60%-70% of our appointments are ones we set up for them.

    Now we only have a doctor 2 days a week doing exams, and will be adding an extra day a month here soon. Monday is our one late night, and those appointments fill up fast. Established patients who need those times are given the opportunity first by preappointing them into those time slots.

    We ask for patients to call us and confirm. If 2 weeks before the exam we have not heard from the patient, we call and ask for a confirmation. A week before and still no call, we leave a message telling the patient that if we don't hear from them 2 days before the appt time by noon, we will remove them from the schedule and would be more than happy to reschedule them at their convienence. If at that designated time, there is no confirmation, I will take them off the books, and open that time up for other patients. The 2-3 appts a week that occurs with seem to get filled no problem...

    I would say we have 75% keep their appts as scheduled, 10% reschedule to a different time, 5% cancel, 5% removed due to nonconfirmation and 5% no show.

    I will have to look at my stats I have been using... I believe though I have more trouble with no shows from those that make their appts within 2 weeks of their exam than those who we preappoint a year in advance.

    Cassandra
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    Master OptiBoarder OptiBoard Silver Supporter Jubilee's Avatar
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    Quote Originally Posted by MarcE View Post
    I have visited and talked to a lot of optometrists who preappoint and many that don't. You can manage it well so you don't have a lot a no-shows. We do not pre-appoint.
    Before we used a computer system, we would just fill out an appointment reminder card for each exam, and then file it for the month. At the first of each month we would pull the folder for that month and mail the postcards. 10 minutes and recalls are done. So quick and easy.

    This is why we don't pre-appoint. I don't want the clinic full of patients that have no complaints or visual needs to be corrected. I want the doctor performing exams on people that are motivated to get new specs. Why do I want to fill up a valuable exam slot with a stable pre-presbyopic myope that just got new specs last year? If they want new specs, sunglasses, etc., they can just walk in and pay us for the specs. No wasting of the Dr's time.

    However, I could see the validity in asking a CL patient, "would you like to reserve an appointment for next year so you don't have a problem with an expired CL Rx"?

    Must be nice to have the exam book full then...As far as we are concerned, the doctor is there for exams. Be it contacts, glasses, routine vision, or other...Until we literally have no room for "frivilous" appts, ie the book is full and we don't have openings for weeks... then everyone is welcomed to have an exam that is willing to pay. Afterall a routine exam to check for glaucoma, cataracts, or complications from diabetes or hypertension may not bring money to the dispensary, but it does bring money into the practice. Annual exams also help build relationships and report to keep them coming back.
    "Some believe in destiny, and some believe in fate. But I believe that happiness is something we create."-Something More by Sugarland

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    I knew that would come up

    I can assure you that diabetics and glaucoma patients are seen as the doctor sees fit; and they are pre-appointed.

    I'll say it again. Why would the doctor want to see a stable, 20-something, non-CL wearing, otherwise healthy myope in 12 months when she just wrote an Rx for 2 years. I would rather have patients in the chair that were motivated for whatever reason to pick up the phone and call for an appointment.

    Sounds like you do a fine job of managing the pre-appoint thing, as do many others I've talked to. But I'm just telling you why we don't pre-appoint. I don't want to turn away an exam for someone with broken glasses because the book is full of patients that just had an exam 12 months ago

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    Thumbs down Doctor appt one year ahead..................

    Quote Originally Posted by Happylady View Post
    Does anyone else do this? If so, how is it working for you?

    What does everyone think of the idea of making appointments so far ahead?
    This sounds just about like the Canadian health insurance within the jurisdiction of the Province of Quebec.

    If your family doctor refers you a specialist (otherwise you can not see one) they will give you an appointment from anywhere within 4 to 8 month.

    If you have a serious problem you might end up in an emergency room before your doctors appointment is due.

    We are now waiting a minimum of 12 month to get a simple cataract done. In montreal they have 7800 poeple waiting at this time,

    You book one year ahead you will have no time for real serious problem patients and they will go somewhere else.

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    Master OptiBoarder OptiBoard Silver Supporter Jubilee's Avatar
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    When we preappoint, we keep at least 5 appointments open on a day for regular call in booking. We will also take in account emergencies, be that broken glasses or eye infections. In fact, even if our book was full we would see either patient same day to help them out and work them into our schedule.

    I have many 20 year old stable myopes who come back every year and decide to purchase glasses or new lenses, even if the change is only .25 or 2 degrees of cyl. We also keep adults on medicaid, those with only 2 year insurance exams and are stable, and those who request 2 year recalls on a 2 year program.

    The only time a patient gets told 2-3 weeks out is when they are wanting a regular exam and need an appointment after 5 pm. In this case, booking our established patients first into these prime slots helps to keep them coming to us and "Rewards" them for their loyalty.

    I have patients who call and ask us when they are scheduled 2-3 months in advance, and have others call when they haven't received one.
    Cassandra
    Last edited by Jubilee; 12-20-2006 at 07:41 AM. Reason: Clarification
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    quite a few of the offices I call on do this and feel it is very successful. They send then a postcard reminding them and then call them the week before to confirm it. I think it is a great idea.

    I haven't been to my dentist in over a year because they didn't do it and I keep forgetting to call! :bbg:
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    I've had this idea run by me before. Seems like a lot of extra work and assuming you are booking pretty good anyway what would be the point? In my opinion intelligent people do not like to be told what to do, called at home "time for your annual exam", etc. I dropped my dentist because of this. A good postcard recall system should do the trick just fine. But, if you are struggling, anything might help.

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    Quote Originally Posted by Chris Ryser View Post

    If your family doctor refers you a specialist (otherwise you can not see one) they will give you an appointment from anywhere within 4 to 8 month.
    We are now waiting a minimum of 12 month to get a simple cataract done. In montreal they have 7800 poeple waiting at this time,

    You book one year ahead you will have no time for real serious problem patients and they will go somewhere else.
    It's different in the States. Older people have Medicare which the goverment provides. My mother had a cataract operation done last year. From the first phone call to the operation was under a month.

    I don't see us booking so fully that we have trouble fitting in new patients. We did discuss not prebooking in the very busy summer months.

    Like I said before, I was surprised more people didn't object. I know I book my appointment with my gyno a year ahead and for the dentist 6 months ahead. I am guessing that people are used to the idea with other doctors.

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    Quote Originally Posted by Chris Ryser View Post
    This sounds just about like the Canadian health insurance within the jurisdiction of the Province of Quebec.

    If your family doctor refers you a specialist (otherwise you can not see one) they will give you an appointment from anywhere within 4 to 8 month.

    If you have a serious problem you might end up in an emergency room before your doctors appointment is due.

    We are now waiting a minimum of 12 month to get a simple cataract done. In montreal they have 7800 poeple waiting at this time,

    You book one year ahead you will have no time for real serious problem patients and they will go somewhere else.
    It is better here.

    But can I ask you guys, how many of you know what you will be doing one year from now? Not every schedule is a flexible one.

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    I think it's a delightful idea, if presented correctly. "We will go ahead and reserve an appointment for you next year" If they don't want to, so what? Leave them alone. But most patients will see that we are a growing practice, and it's in the interest of our current patients to let them have first "dibs" on the appointment slots.
    Our office is open late on two days a week (until 6:30). Some of those last appt slots fill up months and months in advance, so some of our patients already request that they set up next year's while we're at it.

    It's really not a big deal, and I find it difficult to believe that any patient would actually be upset about it, but then again they never cease to amaze.

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    As I stated before, we phrase it as "Reserving a time" for them. They are more than welcome to reschedule it when the letter is sent, and 9 out of ten times, if they do reschedule we book it with someone else.

    The majority of our patients like the idea of not calling to make an appointment. They are more than welcome to leave VM confirming a time which means if it is a 2 am when they get off work, so be it. Instead of having to "find time" to call and get a human being "hunt" for the convienent time that works for both of us.

    Maybe the doctors,lawyers, and other business professionals we deal with are not as intelligent as some as the ones out there going to other practices? Maybe we are jumping through hoops we don't need to..

    All I know is that over 80% of our patient base has been seeing us for over 10 years, and I have only had 5 complaints in the past 16 months about disliking the program. I receive way more complaints of "I didn't receive my letter" or patients thinking they were due, but still had a month or 2 left before they were.

    Cassandra
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    I tried for the first time starting last year. It turned out to be a unmitigated disaster. The worst decision ever. Is it a good idea? Its a great idea! But it has to be run as the most important function in the office with total dedication. The program I set up was idiot proof however it was left in charge of idiots. After a year of making pre-appts on the computer we were now into when the first pre-appts were to come in, Jan 06 saw few problems but some no shows then Feb 06 I noticed entire days of no shows. I started asking and the staff , they just shrugged "I called these people to verify but they said they didnt make an appt." I look in the card box with the reserve reminders that are suppose to go out each week in Jan for Feb and they havent been mailed out! As a result no recall went out and patients that called for appointments found no room on the books so many went else were. I estimated I lossed 30K in Feb alone. I have only 2 staff and its a small office, they have enough to do with just handeling all the idiotic insurance headaches and authoizations. I also agree with MarcE. Even when they did come in they were just there and got a new Rx they're very unlikly to spend again. where as that person who has not been in for 3 yrs buy 3 pairs. I now use it for only patients who I want to see back for medical purpose or less than a yr.

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