The Patient Prism Dashboard is where we recommend users go daily to review key performance insights and identify follow-up opportunities.
To familiarize yourself with the Dashboard layout and terminology, start with:
🔗 The Dashboard
To ensure you’re reviewing the correct location(s) and date range, check:
🔗 How to Use Patient Prism Reporting
What are RELOs? 🔁
To get the best results out of Patient Prism, pay close attention to RELO (Recommended for Follow-Up) calls. These calls represent potential opportunities that didn’t result in a booked appointment on the initial interaction.
RELOs may include:
- New patient calls
- Existing patient calls
- Not-connected calls where the patient indicated they were a new patient
Types of Follow-Up Opportunities 🔍
By default, Patient Prism recommends follow-up on the following types of calls:
- New Opportunity – Not Booked
- Existing Opportunity – Not Booked
- Not Connected Calls with voicemails and identified as potential leads.
Pro Tip: To maximize success, monitor RELO calls closely. Following up within 30 minutes significantly boosts conversion rates. Clients who do this consistently see 20%+ success rates in converting opportunities into booked appointments.
How to Access and Follow Up on RELO Calls 🛠️
We recommend building a daily workflow that prioritizes follow-ups for unbooked New Opportunities.
Method 1: From the Dashboard
- Click into RELOs
- Identify calls classified as New Opportunities
Pro Tip: Use the Filter System to find calls where the classification equals "New Opportunity."
Method 2: From the Follow Up Report
- Navigate to Analyze
- Select Follow Up
- Focus on calls under the New Opportunity column
How to Complete a Follow-Up Call 📞
Once you find a new opportunity call that wasn’t booked, click View to access the full call record.
1. Navigate to the Follow Ups tab
2. Call the patient back and attempt to book the appointment:
Click Manual to make a follow up note after calling the patient directly.
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Or click Place a Call to use Patient Prism to make an outbound call
3. Enter a note in the Follow Up Notes section describing the outcome of the call
4. Use the Booking Status dropdown to indicate whether the patient booked an appointment:
🟩 Green: Appointment was booked
🟥 Red: Not booked
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🟨 Yellow: Booking status not selected
⚠️ Always mark “Booked” if the follow-up was successful. This ensures accurate reporting.
5. Select Submit Follow Up
What Happens Next? 📈
If the patient books an appointment after your follow-up and it's marketed appropriately, the call will display as a Converted on the Dashboard and will now be reflected as a Booked call.