Attempt a Follow Up
We call every try to handle a Follow Up task an Attempt. Each Attempt is recorded with its result (successful or not) so that there is a clear record of your team’s efforts to complete a particular task, such as collecting a payment or scheduling an appointment.
To attempt a follow up:
1. Locate the Follow Up task in the Follow Ups dashboard or the Patient Card.
2. Click the appropriate icon to call, text, or email the patient.
The Phone icon will call the patient directly through Adit Voice, if you have it enabled.
The Text message icon will open an Engage quick-text box, if you have Engage enabled.
The Email icon will open your device’s email program so you can email the patient.
3. Communicate with the patient as normal.
4. Click the checkmark icon to log your attempt and its result.
5. Select the result of your attempt:
Contacted (and completed) – you spoke with the patient or their guardian and were able to complete the desired task.
Contacted (and not completed) – you spoke with the patient or their guardian but were not able to complete the desired task.
Did Not Reach Decision Maker – you did not speak with the patient or their guardian.
The wording for each of the results will vary slightly based on the nature of a task – for example, scheduling an appointment vs. collecting a payment.
6. If you selected the completed option, click the Save button. You’re all done with this task!
7. If you selected the not completed or Did Not Reach Decision maker options, click the Next button.
8. Update the fields for your next attempt at contacting this patient – you can Assign to another member of your team, Choose a follow up date for the task to be due, and Leave a note with any relevant information, such as who you spoke with or what message you left.
9. Click the Reschedule button.
10. If you do not wish to continue following up on this task, click Don’t Reschedule My Follow Up at the bottom of the window. The Follow Up task is marked as completed with a note that specifies that it was intentionally not rescheduled.
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