🚨 Important: This report is currently in the process of being rolled out to all users. If you can't see it yet, you will do soon.
How do I view my recall effectiveness?
In Dentally, go to the 'Reports' section using the left-hand toolbar.
In the 'Appointment' section, open the 'Recall effectiveness' report.
You will now see your practice's recall effectiveness presented in a dashboard.
From here you can view and monitor your recall success, and take actions to make improvements to your recall strategy.
The data in this report is based on all of your current and historical patients and recall workflows. If you set a patient or a workflow as inactive, the historical data for that patient or workflow will be retained in this report to ensure your reporting of previous months remains accurate.
How do I use the 'Recall Effectiveness' report?
If you have navigated to your recall effectiveness dashboard, here are some tips to understand and interpret the data presented there.
💡 Top tip: There are three types of recall - dental, hygiene and combined. 'Combined' refers to a specific type of recall where patients book both appointments together, so the number is your total for this recall type - whereas 'Overall' adds the results of all three recall types together, so the number is your overall total.
At the top of the report, you can apply filters which will adjust the data for the whole page. You can filter by:
Date
Site (if you are a multi-site)
Recall type
Practitioner
Payment plan
The cards at the top of the report show your practice's recall effectiveness for each recall type.
You will see a percentage, and a score next to it ('Goal reached', Good', 'Fair' or 'Low').
You will see overall, dental, hygiene and combined categories, with a score for each.
💡 Top tip: Your effectiveness targets are all set at 70% by default, but can be customised in your settings. Any score equal to or above your goal will be marked as 'Goal reached'. The remaining three scores are spaced evenly below the target, and will adjust accordingly if you change your target.
The recall conversion table breaks down the result of your recalls by month.
For each month, you will see your total recalls (as percentages) broken down by each recall status.
For example, if 50% of the recalls you sent that month were converted successfully into bookings, you will see 50% of the bar for that month shown in light blue to represent 'Booked'.
You will see a key along the bottom of the chart, explaining which recall status each colour refers to so you can identify trends at a glance.
You can also hover over any month for a more detailed breakdown of the percentage for each status type.
📝 Please note: 'Pre-booked' refers to recall appointments booked in immediately after the last appointment (for example, before the patient has left the practice after their appointment). Regardless of the outcome (eg. whether or not the patient attended the recall appointment and whether or not it was completed), these will be marked as 'Pre-booked' and not 'Completed'. 'Completed' only includes recalls which have gone through a workflow, where the recall was booked and then the appointment was completed.
The 'Improve your performance' section offers actions you can take to improve your recall strategy.
If you click an action card, it will take you through to a pre-filtered report for that collection of patients so that you can take further action.
For example, if you click the card about unbooked appointments, you will be taken to a report showing all unbooked appointments. From here you may wish to send a bulk correspondence to all patients in that report, reminding them to book.
The table at the bottom of your report includes exact numbers for each of your recall types for each month.
The numbers in the table will correspond to the chart above, displaying the raw data from which the table is populated. This allows you to dig into the detail if needed, while the table provides a visually digestible comparison of the data.
Each month shows the number of recalls due in the given month for overall, dental, hygiene and combined recalls.
Total recalls: Total number of recalls overall
Pre-booked: Total number of pre-booked recalls
Total success: Total pre-booked recalls + Total booked recalls + Total completed recalls (the percentage in brackets is calculated as total success rate divided by total number of recalls).
Dentist: Total number of dental recalls specifically
Dentist success: Total dentist pre-booked recalls + Total dentist booked recalls + Total dentist completed recalls (the percentage in brackets is calculated as dentist success rate divided by total number of dental recalls).
Hygienist: Total number of hygiene recalls specifically
Hygienist success: Total hygienist pre-booked recalls + Total hygienist booked recalls + Total hygienist completed recalls (the percentage in brackets is calculated as hygienist success rate divided by total number of hygienist recalls).
Combined: Total number of combined recalls specifically
Combined success: Total combined pre-booked recalls + Total combined booked recalls + Total combined completed recalls (the percentage in brackets is calculated as combined success rate divided by total number of combined recalls).
You can also toggle to your recall workflows and specific recalls from within the report, by clicking the 'Recalls' or 'Workflows' tabs in the top right corner to access your recall reporting and your practice recall workflows. This makes it easy to switch between your existing workflows and your effectiveness dashboard when making changes.
How do I set my recall effectiveness goals?
In order to effectively track your recall success, you will want to monitor the percentage of recalls that have been converted - known as recall effectiveness. This can be tracked in the 'Recall Effectiveness' report.
By default, the goals for all recall types are set at 70%.
However we encourage you to set specific goals for each recall type that reflect your practice's priorities and objectives. This will allow you to have a more accurate picture of your recalls strategy and where improvements can be made.
To set your recall goals:
In Dentally, go to 'Settings' and select 'Practice'.
Click on the 'Recalls' tab and scroll down to 'Recall Goal levels'.
Here you can edit each goal as needed.
When you have set each recall type to your desired amount, click 'Save recall goals' in the bottom right.
Your 'Recall Effectiveness' report will immediately update to factor in your chosen goals.
Your performance in each category is split into four bands, with the top band matching your set target. The three other bands are split evenly below the target amount into approximate thirds, and will adjust accordingly if you change your target. This ensures your progress is clearly defined and easy to track.
If your target is set at 70%:
70% and above: 'Goal reached'
48-69%: 'Good'
24-47%: 'Fair'
23% or below: 'Low'
If you were to change your goal in the settings, the three bands below your target would adjust to be approximate thirds of your target amount. If you changed the goal to 60%:
60% and above: 'Goal reached'
40-59%: 'Good'
20-39%: 'Fair'
19% or below: 'Low'