Recall List

Use the Recall List to manually manage Recall by sending and tracking reminders. Your goal is to keep this list cleared. Recall is current when every single patient is off this list.

Hint: Use Web Sched Recall to automate recall reminders. This eService can automatically send recall reminders to patients via email and/or text messaging, based on recall due dates. Reminders include a clickable link that allows patients to schedule their own recall appointments online, thus reducing your daily workload.

Note:
  • Set default options in Setup Recall.
  • To text recall reminders using Web Sched Recall, you must sign up for Integrated Texting Feature.
  • Commlog entries will be made for each contact attempt. When multiple family members are sent a Web Sched Recall reminder, the message will be aggregated into one and a commlog will be generated for each patient.
  • Regular email and text messaging are not secure methods of sending PHI. See Encryption of Data at Rest and in Transit.


In the Appointments Module, click the Appointment Lists icon, then Recall.

The window is divided into two tabs: Recalls and Recently Contacted.

You can browse to other windows while the recall list is open.

Recalls Tab

View: Change the view criteria, then click Refresh List to update results.

Recall List Grid: Customize which columns show in Display Fields, Recall List.

Column definitions:

Send Web Sched Recall Reminders

If you have signed up for Web Sched Recall, you can quickly email and/or text reminders from the Recall List. The reminder will include a link the patient can use to schedule their own appointment.

  1. Select the patients to send a Web Sched Recall reminder, or select no patients to let Open Dental auto-select patients.
  2. Click Web Sched. If you selected no patients, Open Dental will auto-select patients who have email or text message as their Preferred Recall Method (Edit Patient Information window).
  3. A confirmation message will appear. Click OK to send the Web Sched Recall email and/or text message reminders to all selected patients. When multiple family members are sent a Web Sched Recall reminder, the message will be aggregated into one and a commlog will be generated for each patient.

Note: If patients have a wireless number and/or email entered, they will receive a message. Web Sched automation options do not affect manual send.


See Web Sched Recall: What Patient Sees.

Email Reminders

Reminders messages can be manually emailed from the Recall List.

  1. In the upper right corner of the Recall List window, select the from email. The default is Practice/Clinic.
    • If a single practice, Practice/Clinic refers to the default email set in Email Setup.
    • If using clinics, Practice/Clinic refers to the email address of the patient's clinic (Clinic List). If there is no clinic email, the practice default is used.
  2. Select the patients to email, or select no patients to let Open Dental auto-select patients.
  3. Click E-Mail. If you selected no patients, Open Dental will auto-select all patients who have email as their Contact method.
  4. A confirmation message will appear. Click OK to send email reminders to all selected patients.

Manage Recall by Phone

When recall is managed primarily by phone, you will usually generate the recall list every day and call every patient who comes due. Here are some tips:

Print Postcards

Define postcard layout and message options in Recall List Setup (number of cards per sheet, offsets, message text).

Hint: The Group Families checkbox is useful when printing postcards. If multiple family members are selected, they are grouped together on one postcard and the family message is used. If only one member of a family is selected, only that person is sent a postcard and the individual message is be used.

  1. Select specific patients then click Postcard Preview OR Click Postcard Preview without selecting patients. Every patient with Mail or Hm as their Contact method will be selected and a preview of each postcard will generate.
  2. Click Print to send postcards to the Default Printer for postcards.

A commlog is automatically created for each patient with a note of Recall Reminder. Mailed Postcard.

We have found FormSource to have good service and reliability. See their Open Dental Health Care Form Price List. See USPS for details about mailing postcards in the United States.

Print Labels

Address Labels can be printed for selected patient(s). Recall status will change to Mailed Postcard.

Remove a Patient from the Recall List

You have several options:

Recall Reports

You can create a customized recall report and send the data to a simple text file. From there, you can merge it with any Word template to print your own customized postcards, letters, etc.

  1. Click Run Report.
  2. Highlight the fields to include in the report, then click OK.
  3. On the User Query, click Export and save the file to another location.

Troubleshooting

Problem: When trying to send Web Sched Recall emails, receive a message that emails can't be sent because there are no available time slots.

Solution: Verify that all setup options for Web Sched Recall are complete and accurate. Does the provider's schedule extend far enough into the future? Are operatories correctly marked Is Web Sched?

Why a Patient Might Not Show on the Recall List

  1. Patient already has a recall appointment scheduled.
  2. Patient has already received a reminder. All commlog entries with a type of 'Recall' are considered reminders.
  3. It has not been long enough since their last reminder.
  4. The date range does not go back far enough. Leave the start date blank to include patients who have never had a prophy or perio exam.
  5. The patient may be listed but not sorted as you expect. For example, when grouped by family patients are sorted by the last name of guarantor, with associated family members underneath.
  6. Check that the correct recall types are set to show up in the recall list. See Recall List Setup.
  7. Patient status must be 'Patient'.
  8. The patient's recall has been disabled.
  9. (rare issue) Patient has an appointment that was never marked complete so it is considered 'scheduled'. Check their progress notes or use this query to locate it:

Undo: This button is only available to users with "Security Admin" Permission. This option is useful when a user verifies that a recall batch printed even though it did not. It will delete all Commlog entries with type "recall" for a specific date, and re-list patients in the recall list.