Prevent Appointment Time-Crushers

By Wendy S. Myers, CVJ, Founder & Communication Expert, Communication Solutions for Veterinarians

Q. Clients schedule checkups and then blindside our doctors with, “Oh, yeah…could you also check…?” at the end of appointments. When scheduling appointments, what should our client service representatives (CSRs) say to ensure patients with health concerns aren’t booked in checkup slots?

A. Your team can take three approaches to make sure you have the right reason for visit:

1. Ask about health or behavior concerns during scheduling calls. When clients call to book checkups, CSRs should review the electronic medical record to confirm which services are due. The CSR will say, “<Pet name> is due for an exam, vaccines, diagnostic tests, and preventative refills. Does <pet name> have any health or behavior concerns that you want to discuss with the doctor?” This probing question leads clients to share health concerns or additional services upfront, which may shift the appointment from a preventive to sick patient exam. Many well pets may have sick-pet problems: ear infections, skin issues, lumps, and bumps.

2. Send confirmations with links to online forms. After clients book appointments, immediately send confirmations with a link to the corresponding online history form based on appointment type. If clients schedule checkups, they get a wellness history form. If they book sick patient exams, clients get a medical concern history form. Send a series of up to five confirmations based on how far out the appointment is booked:

• Immediately upon booking: Calendar invite
• 2 weeks prior: Share cancellation policy, option to reschedule
• 5 days prior: Last call if clients need to reschedule or cancel
• 2 days prior: Complete intake form based on reason for visit
• Day of appointment: Same-day instructions (i.e., bring stool sample for wellness appointment)

Require clients to submit completed history forms two days before appointments. Let’s say your CSR skims the completed wellness history form. The client checked the box for “urination issues.” Your CSR will call the client to get more details that may lead to changing the appointment type from a preventive to sick patient exam.

3. Have technicians or assistants ask about health or behavior concerns at the start of appointments. Say this: “Hi, <client name>. I am <technician name>, the licensed veterinary technician who will help Dr. <Name> with today’s checkup for <patient name>. Thanks for submitting the wellness history form in advance, which I have read and will ask you a few follow-up questions. Does your pet have any health or behavior concerns that you want to discuss with the doctor today?”

If the client shares information on urination issues, this becomes the chief complaint. The technician can get the patient’s vital signs and ask follow-up questions to the client’s answers on the online form. The technician will alert the veterinarian of the new chief complaint before he or she enters the exam room. This allows the doctor to prioritize the order of services and better manage exam time.

If you need a script for a client conversation, submit your scenario to info@csvets.com for consideration in future blogs.