29 Q1 2021 | Animal Health Solutions
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Use online and app scheduling Use online and app scheduling
tools in reminders tools in reminders
The average healthcare scheduling call takes eight
minutes.
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If one employee schedules 30 appointments a
day, that's four hours of talk time. Update text and email
reminders with links to online scheduling or prompt clients
to download your clinic app.
Many hospitals are scheduling appointments three to
six weeks out. For better appointment availability, send
reminders 60 days in advance and use forward booking.
Send March reminders in January. Texts have a 99 percent
open rate, and the average response time is a speedy 90
seconds.
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Text this: " will be due for a checkup
March 15th. We are experiencing increased appointment
requests. Book now to ensure your first choice of time, day,
and doctor. Click here to book online or download our app."
This text has a call to action and benefit statement.
Email reminders need powerful subject lines that will
motivate clients to book now. Healthcare emails have a
33 percent open rate.
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To get higher open rates and
bookings, use the pet's name and a call to action in the
subject line: " needs a checkup March 15th
| Book now for best availability." The body of your email
would explain: "Because many pets became overdue when
COVID-19 safety guidelines limited us to urgent care and
emergencies, we are experiencing increased appointment
requests. will be due on March 15th. To ensure
your first choice of doctor, time, and date, we need to
forward book your pet's appointment now. Click here to
book online or download our app."
At a three-doctor practice that books 90 appointments
per day, you could reduce call volume by 45 calls or six
hours of talk time if half of your clients choose online or app
scheduling over calls.
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Have clients text (not call) when they Have clients text (not call) when they
arrive for curbside appointments arrive for curbside appointments
A veterinarian sees up to 30 patients per day, resulting in
30 more calls to announce curbside arrivals. A three-doctor
practice would get an additional 90 calls per day. Post new
signs with instructions to text rather than call for curbside
care: "Curbside appointment? Text this: ARRIVED, your
name, your pet's name, parking spot #."
Use a texting service such as Covetrus' Rapport
(softwareservices.covetrus.com/global/solution/rapport/).
Front office staff can be more productive when they use
dual computer monitors, viewing the texting platform on
one monitor and having the appointment schedule on the
other screen.
Use templates for frequently sent messages such as,
"Welcome to our hospital's curbside check-in. To prepare
for your appointment, please connect to our Wi-Fi. The
network name is and password is . A nurse will call/video chat with you shortly to
get your pet's history and then get your pet from your car.
Please remain in the same parking spot for the duration
of your curbside care appointment so our medical team
may quickly reach you." The last instruction is critical. Many
teams are frustrated with clients who leave during curbside
care to run errands and then don't answer their phones.
Clients' phone experiences have rapidly deteriorated, and teams need solutions to manage
crazy call volume. Here are my top three strategies to fix your hospital's phone frenzy:
