Implementing a Follow-up System: Areas to review

• Follow-up appointment scheduling process:

• What is your current process for scheduling follow-up appointments?
• How do you apply this process for patients with GER or GERD?
• Are there steps in the process that consistently fail? If so, what are they and why do they fail?
• Communication between physicians and staff when a follow-up appointment is requested and not made:
• How does your practice track a follow-up appointment for GER or GERD?
• How does your practice ensure that patients appropriately follow up with either the primary healthcare provider or a subspecialist?
• Patient appointment reminder system:
• Does your practice’s reminder and recall system work as well as it should?

Consider implementing systemwide changes that track patients who do not keep follow-up appointments in your practice as well as those who do not follow up if referred to either their primary healthcare provider or to a subspecialist. Consider alternative ways to follow up with this group of patients when an office visit may not be possible or necessary, eg, contact the patient by phone.