Managing Patient Queries and Concerns about Recalls
Introduction
Common Patient Queries and How to Respond
1. “Why am I being recalled?”
Response: “You have been identified as needing a routine health review based on national guidelines and your medical history. This helps us ensure you receive the necessary checks and any required follow-ups.”
2. “Can I reschedule my recall?”
Response: “Yes, we can reschedule your recall appointment to a time that is more convenient for you. However, it is important to attend within the recommended timeframe to ensure your care remains up to date.”
3. “What does my recall appointment involve?”
Response: “Your recall appointment will involve reviewing your health condition, discussing any concerns you may have, and completing necessary tests or assessments. If you need any specific tests (e.g., blood tests), we will let you know in advance.”
4. “Do I need to prepare for my appointment?”
Response: “Some recalls require preparation, such as fasting before a blood test. If any preparation is needed, we will provide clear instructions when booking your appointment.”
5. “I have already had this check elsewhere. Do I still need to attend?”
Response: “If you have had the required checks done recently, we can update your records accordingly. Please provide the details of where and when the check was completed.”
Handling Difficult Patient Interactions
Patient is frustrated about being recalled
Approach: Stay calm and reassure the patient that recalls are scheduled for their benefit. Offer to explain the importance of regular health monitoring.
Patient refuses to attend
Approach: Acknowledge their concerns, but stress the importance of their health checks. If they insist on opting out, document their decision with exception coding where applicable.
Patient is confused about multiple recalls
Approach: Check their record to clarify if multiple recalls are necessary or if they can be combined into a single visit.
Best Practices for Managing Patient Queries
Use clear and simple language to explain the recall purpose and process.
Ensure staff are trained on handling common queries confidently and consistently.
Document patient interactions in EMIS to track responses and avoid unnecessary recalls.
Provide reassurance by explaining how recalls benefit their long-term health.
Next Steps
Now that managing patient queries is covered, the next article will focus on how maintaining and continually improving your recall process.
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