(A digest of the Malpractice Consult column by David Karp in the April 21, 2006 issue of Medical Economics.)
A consistent office policy and practice of reminding patients about regular appointments and follow-up visits is beneficial to your practice by cutting down the number of no-shows. However, it can also help prevent risks and exposures.
For example, if you have test results (such as abnormal lab or x-ray reports) that a patient should have, but doesn't yet, don't wait for the next visit to relay the information. You are responsible for informing such patients about those results in a timely manner including advising them to return for any necessary additional tests or follow-up care. The same advice applies to patients with chronic conditions that require close follow-up care. That is simply prudent medical practice.
At the very least, reminding patients to make and keep appointments for follow-up tests and care is important to their health. It also reduces your risk of liability in case an appointment is missed and a medical mishap occurs.
Here are some useful guidelines about patient reminders:
1. For patients who need follow-up care or tests, tell them when you want them to return and strongly urge them to make the appointment before leaving your office.
2. Document all such instructions. It doesn't guarantee the patient will return, but it documents your instructions. The absence of such notes in court is often cited as evidence the doctor did not advise the patient to make a return visit.
3. Have your staff devise a "tickler" file. This will prompt them to make appointment reminder calls or send notices to patients that need follow-up care. Some offices have patients fill our a self-addressed envelope for the staff to use for sending reminders.
4. Today there are contact software programs that can maintain such tickler files. It is also a good idea to ask a patient how they would like to be reminded via mail, phone or e-mail.
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