If an appointment is being treated as a regular appointment instead of a recall (preventive) appointment, it typically means the system is unable to identify it as a hygiene visit.
This can affect:
Recall tracking
Hygiene pre-appointment rates
Recall Campaign messaging
What This Looks Like
Based on your scenario:
The appointment exists in the schedule
However, it is not being recognized as a preventive/recall visit
As a result, the patient may still appear due for recall or receive campaign outreach
Common Causes
1. Service Codes Are Not Mapped Correctly
The most common cause is that the procedure/service codes are not mapped to recall (preventive) categories.
If the appointment does not include a recognized hygiene code:
It will be treated as a regular appointment
Recall logic will not apply
2. Appointment Type Is Different
Appointment type also plays a role, especially in Eaglesoft.
Certain appointment types trigger preventive logic
Others do not
This can impact whether the Next Preventive Date is updated
Eaglesoft-Specific Troubleshooting
If this issue occurred in Eaglesoft, follow the steps below to determine whether the issue is coming from:
The PMS (Eaglesoft)
Or the sync into Practice by Numbers
Step 1: Check the Preventive Appointment Date
Open the patient profile in Eaglesoft
Locate the Next Prev (Preventive Appointment Date) field
👉 What to look for:
Is the date populated correctly?
Does it match the expected next hygiene visit?
Why this matters:
If the preventive date is incorrect or missing, the issue is likely coming from the PMS side
If it is correct, the issue may be related to mapping or sync
Step 2: Verify the Appointment Type
Open the appointment in Eaglesoft
Check the Appointment Type field
👉 What to confirm:
Is it set to a hygiene-related type (e.g., Prophy Appointment)?
Or is it set to a general/non-preventive type?
Important:
We’ve observed that in Eaglesoft, the Next Preventive Date may depend on the appointment type.
Step 3: Confirm Hygiene Procedure Codes Are Added
Even if the appointment type is correct, Eaglesoft requires manual addition of procedure codes.
Click Add Services and ensure at least one of the following is included:
D1110 – Adult Prophy
D1120 – Child Prophy
D4910 – Perio Maintenance
👉 Without these codes:
The appointment will not be recognized as a recall visit
Practice IQ and Campaigns will treat it as a regular appointment
Impact on Recall Campaigns
If the appointment is not recognized as preventive:
❌ Patients may be marked as unscheduled
❌ Patients may receive recall reminders even if they are booked
❌ Campaign targeting becomes inaccurate
❌ Hygiene pre-appointment rates are affected
How to Fix the Issue
To ensure proper recall recognition:
✅ Use the correct appointment type
✅ Add appropriate hygiene procedure codes
✅ Confirm the Next Preventive Date is updating in Eaglesoft
✅ Allow time for sync into Practice by Numbers
🛠 When to Contact Support
If you’ve verified all of the above and the issue persists, please provide:
Screenshot of the appointment in Eaglesoft (showing appointment type)
Screenshot of the patient profile (Next Prev date)
List of procedure codes attached to the appointment
This helps determine whether the issue is:
Coming from the Eaglesoft configuration
Or related to sync/mapping in Practice by Numbers