4 Covetrus
|
855.724.3461
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northamerica.covetrus.com
MAKEOVER 1: Send confirmation
upon booking and request forms
and records in advance.
When a client books a new patient
exam, immediately send a text or email
confirmation with links to a new patient form. Getting
paperwork done in advance and having the medical record
set up before arrival will save 10 minutes of administrative
tasks for every new patient exam.
Text this: "We're excited to meet at . Complete new patient form at 24 hours
before the exam and email medical records to . Bring a stool sample that's fresh within __ hours.
Get driving directions at . Reply C to confirm or
RS to reschedule."
Does your client
experience need
a makeover?
By Wendy S. Myers, CVJ
Have your web master set up online forms or use services
such as www.jotform.com and www.formstack.com.
Lake Road Animal Hospital in Horseheads, N.Y., has a new
client form at https://lakeroadanimalhospital.com/new-
client-form/.
New and existing clients should receive a series of four
confirmations by text, app, or email to prevent no-shows
and to set expectations for visits. Multiple confirmations
are especially important for hospitals that are booking
three or more weeks in advance. Here's when to send
confirmations:
1) Immediately after appointment is booked with links
to online forms
2) Two weeks before appointment
3) Four days before appointment
4) Two days before appointment (call if unconfirmed)
Amy Smith took her 12-week-old kitten, Ranger, to his first checkup. She gave adoption records to the
client service representative (CSR) at check-in. The CSR set the records aside, asked her to wait in the
lobby, and continued answering calls.
After a technician asked Amy questions about Ranger, the doctor examined the kitten, and asked
when vaccines were given at the shelter. Amy explained the records she provided at check-in had this
information. The veterinarian sighed in frustration and retrieved the records. At checkout, Amy booked
Ranger's 16-week kitten appointment. She asked the CSR if she would get a text or email confirmation.
"No, the appointment will print on the bottom of your receipt," the CSR replied. The next day, Amy got an
email to schedule Ranger's next checkup and boosters, which had been done the previous day at checkout.
This practice needs a client experience and efficiency makeover.
Here are eight steps to flip this client experience from feeling
like being processed to being impressed:
