Ch 13 Appointments Flashcards
What is the primary goal of an appointment system?
Maximize production
Additional goals include reducing staff tension, controlling traffic, and maintaining concern for clients and patients.
What are the potential downsides of a walk-in system?
Decrease efficiency and long waiting time
Walk-ins allow clients to come when it is convenient for them, but this can lead to inefficiencies.
How can practices transition from walk-in methods to an appointment system?
Notify clients by newsletter, place a poster in the waiting room, place a note on client invoices
These actions help inform clients about the changes.
What is an important feature of a computer-based appointment schedule?
Can be accessed at any computer and allows multiple users to schedule appointments
This system can also remind team members of services that are due or overdue.
What does a proactive appointment system enable a practice to do?
Determine needs and wants before the client walks in the door
In contrast, a reactive system must meet needs after the client has arrived.
What factors should be considered in appointment scheduling?
- Number of veterinarians
- Veterinary technician appointments
- Length of time for appointments
- Client education
These factors help in creating an effective schedule.
How should a practice handle habitually late clients?
Post sign indicating any appointment more than 15 minutes late will be seen as a walk-in
Address tardiness politely and remind clients of appointments.
What is one way to manage busy times in a veterinary practice?
Arrange schedule to meet demands
This includes managing surgery drop-offs and releases, as well as walk-ins.
What should be included on an appointment card given to clients?
- Business information
- Appointment information
- Pet’s name, time, and date
This ensures clients have all necessary details.
What information should be entered when scheduling an appointment?
- Client name & info
- Pet name
- Reason for visit
This helps in organizing the appointment effectively.
What should be done to prepare for an appointment?
Review medical record before client arrives to identify needed services
This helps ensure a smooth appointment process.
True or False: Clients rate on-time performance as a key factor in client relations.
True
Meeting clients’ needs promptly is crucial for maintaining good relations.
Fill in the blank: The appointment system must be established before using the _______.
template
A well-designed template is essential for efficient appointment scheduling.
What should be done if a client arrives on the wrong day?
Ensure appointment was written correctly and work client into the schedule if it was a practice error
If it was a client error, options include drop-off service or rescheduling.
What should be communicated to clients regarding surgery or lab work?
Nothing by mouth status and specific preparations
This is crucial for compliance and successful procedures.
How can practices handle no-show appointments?
Call client to reschedule and note in record
Emergencies can arise, so flexibility is important.
What is a key consideration for training new team members in the appointment system?
Provide list of clients who may need extra time
Training should also include understanding procedures that may require additional time.
