When a caller doesn't book, the conversation isn't over. Following up on those calls is where Patient Prism pays for itself: a good portion of the people who didn't schedule the first time will schedule when someone calls them back. This article walks through finding those calls and recording what happened when you followed up.
Finding calls that need follow-up
Calls that ended without a booking appear on the Dashboard under Follow-Up Recommended. That's your working list. Open it, pick a call, and start there.
Your office may also have email alerts set up so that specific people are notified when a caller doesn't book. If you're getting those, the link in the email takes you to the same call record. If you're not and think you should be, ask your office manager — alert setup isn't something you'll do from this screen.
Following up on a call
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Open the call record and go to the Follow Ups tab.
- Choose how you want to reach the patient:
- Manual — call them back on your own phone, then come back here to record the result.
- Place a Call — dial them directly through Patient Prism. The call is recorded and attached to the original record. See Making an Outbound Call Follow Up for details.
- Call the patient and try to get them scheduled.
- In Follow Up Notes, write down what happened — whether you reached them, what they said, and any next step. Keep it useful for whoever reads it later, including you.
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Set the Booking Status. This is the one field you can't skip. The box changes color to confirm your choice:
- Green — the patient booked
- Red — the patient did not book
- Yellow — no status selected yet
Every follow-up report in Patient Prism is built on this field. If you booked the appointment and leave the status unset or on "not booked," the win doesn't count and your numbers will undersell the work you're doing.
- Click Submit Follow Up.
After you submit
Next to your follow-up you'll see a metric called Claim to Finish: the time between when the call entered the system and when you submitted your follow-up. Shorter is better. Patients who get a call back the same day are far more likely to book than ones who hear from you a week later, so this is a good number to keep an eye on.