Proactively Managing the Appointment Log Jam
Appointments booked up for weeks out? Your clients are likely still adjusting to the new “normal” of having to wait weeks for a routine appointment, thanks to your jam-packed appointment schedule.
It’s a stressful situation, but there are steps you can take to set client expectations and soften the blow. VetTools Clients Engaged appointment tools make it easy!
The key to managing the log jam? Clarify your availability, give sufficient notice, and communicate clearly.
NEW! Clarify Your Availability with Appointment Block-Offs
Clarity is a beautiful thing, especially in an appointment request form. If you can’t in reality offer routine appointments for several weeks, making it appear that you can on your appointment request form is only going to frustrate your clients and waste your team’s time when they have to contact them to explain the situation and offer an appointment farther out in time.
Your best bet? Make your availability crystal clear right on your request form with appointment block-offs.
Your best bet? Make your availability crystal clear right on your request form with appointment block-offs.
GETTING STARTED: Once you’ve logged into your VetTools at www.vettools.com, either click here or simply search for “hours” in the upper right hand search box, then select Hospital Settings – Operating Hours and follow the steps below.
Block Off a Recurring Range of Weeks
To block off a recurring date range of weeks, e.g. if you have a 3 week wait for routine appointments:
STEP 1: In the pop-up window presented after selecting the “Add” button, type in a short, descriptive title for your block-off.
STEP 2: Select the button for “Periods in Week”.
STEP 3: Enter the number of weeks you’d like to block off for appointments from the current day.
STEP 4: Select “Recurring”.
STEP 5: Select “Save”.
STEP 1: In the pop-up window presented after selecting the “Add” button, type in a short, descriptive title for your block-off.
STEP 2: Select the button for “Periods in Week”.
STEP 3: Enter the number of weeks you’d like to block off for appointments from the current day.
STEP 4: Select “Recurring”.
STEP 5: Select “Save”.
When using your online appointment request form, your clients won’t be able to select an appointment sooner than 3 weeks from the current day, like this:
Block Off a Single Date or Date Range
To block off a single date or date range:
STEP 1: In the pop-up window presented after selecting the “Add” button, type in a short, descriptive title for your block-off.
STEP 2: Select the button for “Date Range” and enter your desired date(s) you wish to block off (e.g. a holiday).
STEP 3: Select “Save”.
STEP 1: In the pop-up window presented after selecting the “Add” button, type in a short, descriptive title for your block-off.
STEP 2: Select the button for “Date Range” and enter your desired date(s) you wish to block off (e.g. a holiday).
STEP 3: Select “Save”.
When using your online appointment request form, your clients won’t be able to select the date or date range you’ve blocked off, like this:
Watch the Video Tutorial
Give Clients a Heads Up by Adjusting Reminder Timing
If clients are frustrated by the wait for routine appointments, it’s easy to dismiss their feelings as unreasonable or lacking empathy, but think of it from their perspective.
For example: Jack’s mom just received a health service reminder from your practice saying Jack is due for recommended services in 2 weeks… but you don’t have an appointment opening for Jack for 4 weeks.
That’s a recipe for deep discomfort for clients who are eager to follow your recommendations and/or prefer to do things… let’s just say in a certain, specific way.
Happily, there’s an easy way to fix this particular problem: simply adjust your health service reminder timing! It’s not set in stone, and should always be flexible so it can adapt to your practice’s circumstances.
If your appointments are booked 3-4 weeks out, consider giving your clients a minimum of 8 weeks notice before their pet is actually due. This gives them time to react and book their appointment before their pet becomes (eeek!) overdue.
If your practice is using VetTools, contact us at Support@VINpractice.com or 800-454-0576 and we’ll review your health service reminder timing with you and help you determine what changes may be needed.
If your appointments are booked 3-4 weeks out, consider giving your clients a minimum of 8 weeks notice before their pet is actually due. This gives them time to react and book their appointment before their pet becomes (eeek!) overdue.
If your practice is using VetTools, contact us at Support@VINpractice.com or 800-454-0576 and we’ll review your health service reminder timing with you and help you determine what changes may be needed.
Be Straightforward With Your Messaging
Similar to your reminder timing, your messaging should also be flexible, to accommodate your practice’s circumstances and needs, and to help set your clients’ expectations accordingly.
Consider coming up with a brief and clear statement about appointment availability and include it everywhere applicable: on your website, in your appointment request form, within your health service reminders themselves.
Repetition helps information to sink in, so don’t be afraid to be a broken record! (If you’re a youngster, you may need to Google that reference. See, there used to be these things called records we listened to music on…)
Here’s an example statement:
Our practice is very busy caring for all of our patients and is currently booking for routine wellness appointments 3-4 weeks out. Please contact us at your earliest convenience to ensure your pet’s appointment is scheduled before recommended services become overdue.
If your practice is using VetTools, contact us at Support@VINpractice.com or 800-454-0576 and we’ll review your health service reminder messaging with you and help you tweak it as needed.
The appointment log jam is challenging to be sure, but a few key adjustments can make a big difference.
If you need help making any of the suggested changes, we want to hear from you! Please always feel free to reach out to us at Support@VINpractice.com or 800-454-0576.
If you need help making any of the suggested changes, we want to hear from you! Please always feel free to reach out to us at Support@VINpractice.com or 800-454-0576.
We hope you love using VetTools Clients Engaged to help you save time, improve visits, and nurture relationships.
Thank you for choosing VIN Practice Communications!
Thank you for choosing VIN Practice Communications!
Sincerely,
John, Carrie, Katie, Rae, Erica, Robin, Nikki, and Katy
