KNOW YOUR APPOINTMENT
This type of appointment is for a routine physical examination, vaccines, or preventive care.
Healthy
Instead of asking, “Where can I fit this appointment?” we should ask this.
Where does this appointment make the most sense
A full schedule automatically means we cannot see another patient. True or False?
False
New pet appointments should be confirmed within this timeframe.
24 hours.
This appointment type may include nail trims, blood draws, injections, or other services that don't necessarily require a doctor examination.
Ancillary
True or False: If there is an empty appointment slot, you should always fill it with the next client who calls.
False
A client calls with a sick pet and you see a nail trim on the schedule. What should you do?
Gather the appropriate information and present the potential opportunity to the medical team rather than immediately saying no.
If a new pet appointment remains unconfirmed despite reasonable attempts to contact the client, it should be moved here according to hospital process.
The unconfirmed block.
A patient experiencing difficulty breathing, collapse, uncontrolled bleeding, or severe trauma would fall into this category.
Emergency
Why should we avoid scheduling multiple intensive appointments back-to-back?
They are less predictable and can cause delays that affect the entire team and the rest of the day's schedule.
Who ultimately determines whether a sick patient can safely be worked into the schedule?
The appropriate medical team/doctor — not reception alone.
Why is it important to actively manage unconfirmed new pet appointments?
New pets have a higher no-show risk, and holding an unconfirmed appointment can prevent another patient from accessing care.
A patient with vomiting, diarrhea, limping, or another concerning issue who appears stable but needs prompt attention would generally fall into this category.
Urgent
You have a sick appointment, followed by another sick appointment, followed by a new pet. What is the potential problem?
There is little opportunity for the team to catch up if one appointment runs long, potentially creating a domino effect of delays.
Complete the phrase:
Listen → Gather Information → Identify an Opportunity → ______ → Let the Medical Team Decide
Present It
You have an unconfirmed healthy new puppy tomorrow. An established client calls with a sick dog that needs to be seen. Why does the unconfirmed appointment matter?
The new puppy's appointment may be flexible, while the sick patient may need care sooner.
A client calls because their dog has suddenly become extremely weak and is having difficulty breathing. You aren't sure how serious it is. What should reception do?
Escalate to the medical team/appropriate emergency process rather than trying to diagnose or determine severity independently.
What does “schedule diversity” mean?
Balancing different appointment types and levels of complexity to create a productive schedule while maintaining flexibility and preventing bottlenecks.
A client calls with a sick pet. The schedule is full, but you notice a routine ancillary appointment and a vaccine appointment. What is your first response?
Look for an opportunity and bring it to the medical team rather than simply telling the client we're booked.
Name three ways we should attempt to confirm a new pet appointment.
Phone, text, and email.