We EXPECT to leave our doctors’ and dentists’ with the next appointment in hand. This was not a common practice 20 to 25 years ago. It took time to make that discussion an expectation rather than a suggestion.
This booking concept was first proposed for veterinary practices in 2015 by AAHA and Partners for Healthy Pets, among others. There is little evidence that it is commonplace in veterinary practices yet. Practices that successfully forward book, however, can provide a road map for others, shares Karen Gavzer MBA, CVPM.
Source: Veterinary Team Brief, January/February 2018.
Forward booking is a good tool available to veterinary practices to ensure they are doing their part to help clients get the right care at the right time for their pets. Take action notes:
- When introducing forward booking, involve the whole team; ensuring client compliance is easier if each team member is sharing the same message with clients.
- Set metrics and track the practice’s progress to help address issues as soon as they arise.
- Consider eliminating the term annual appointment in conversations with clients; instead, say your pet’s next appointment.
INSIGHTS: Some veterinary practices are beginning to forward book appointments and it appears to be making a positive impact on patient care and practice revenue. Consider discussing the topic at a team meeting. Discontinue the “would you like to” language and move to “the doctor wants to see your pet in six months. Try saying, “Let’s set that appointment today. Are afternoons or mornings better for you?”
If your team is struggling, make a deal with a couple of local medical professionals to have veterinary team members sit in waiting rooms where they can hear receptionists set future appointments. Model those behaviors at the veterinary practice.