Action Steps for a Reactivation Project

Posted on January 6, 2015 by Sandy Pardue

Typically a practice will start thinking about doing a reactivation project when they are desperate for patients. The reactivation attempts should be ongoing for a consistent flow of patients rather than a desperate move.

If you can’t afford to lose half of your patients and/or your back door is open, this project will help you regain some activity in the practice. Typically, we see up to 19% of the patients make appointments from this project.

Step 1: Generate and print a list of patients that have not been in for a least six months and go back at least 3 to 5 years.

Step 2: Choose a recall card to be mailed to them. It should look different than the standard recall card. We have found a bright color works well.

Step 3: Our surveys show the following message gets the best response.

Dear Jane,

We miss seeing you in our office. As you know, when dental decay, gingivitis, periodontal disease or other complications are discovered in early stages, treatment is not complicated and costs are less. Please phone the office at (insert your phone number including area code) for a convenient appointment.

Step 4: Mail the same card to the same group of patients two to three months in a row.

Never Give Up You can avoid the consequences of “out of sight, out of mind” in the future by communicating with your patients regularly, in the following ways.

  1. Handwritten notes from staff and doctor
  2. A package with a tooth brush and floss- they will open it
  3. Print newsletters
  4. Birthday card
  5. Recall and Reactivation cards
  6. Telephone
  7. Email
  8. Invitation to special events

Share this information with your team. Work with them to implement a system to help close the back door and keep more patients. Focusing on patient retention will not only fill your schedule, it will provide a steady flow of patients and you’ll have a much healthier practice.