Scheduling an appointment should include
- obtaining essential client information (e.g., name, phone number, email address, purpose of visit)
- assessing the urgency of a situation
- consulting the appointment book or software and recording the appointment
- allocating a time sufficient to care for the animal’s needs
- giving client clear and complete scheduling information and any further information related to the appointment
- repeating the appointment information to the client at the end of the conversation.
Process/Skill Questions:
- Why is effective scheduling important to both the veterinary practice and the clients?
- How should emergencies be handled in the scheduling process?
- Why is it important to record the appointment at the time of making it?
- Why is it important to get the client’s phone number and/or email address when making an appointment?
- Why is it important to repeat the appointment information to the client when ending the conversation?
- What steps should be taken if a client shows up for an appointment on the wrong day?