No-shows are no-no’s
Utilizing the confirmation and reminders is one of the best ways to reduce no-show rates. Appointment confirmations are essential communications sent immediately when an appointment is officially scheduled or confirmed. This process is automated: confirmations are sent when a clinic team member clicks “Make Appointment” for internally booked animals or when an e-appointment request is approved.
What Should be in an Appointment Confirmation
The confirmation serves as the first written correspondence that clients receive, setting the stage for their upcoming visit. Clients will also receive reminders as the appointment date approaches. The next few pages of the manual include examples so you don’t have to reinvent the wheel. Copy our text and edit the information to fit your needs. When creating any type of automated communication in Clinic HQ, use the autofill fields. (These are not the same as “merge fields” used in Word document templates)
Message Formats
- Text Messages: Limited to a concise 160-character message, perfect for quick updates.
- Robocalls: Can accommodate short to medium-length messages, providing a verbal confirmation option.
- Emails: No restrictions on message length, allowing for detailed information.
Essential Information
At a minimum, each appointment confirmation must include:
- Date and Time: Clearly state when the appointment is scheduled. Most spay/neuter clinics do not use time-based scheduling. In this case, type the drop-off window, like 7-8am. Wellness appointments typically always have an exact appointment time that should be autofilled. (Use #Date# and #StartTime# placeholders for autofill)
- Contact Information: Provide details on who clients can reach out to with questions or if they need to change their appointment.
For text confirmations, these three key points are critical.
Tip: Notice the available placeholders to select will vary depending on the client type and appointment type. For Volume Clients the animal name placeholder cannot be used.
Details to include in Emails
Emails should contain the above essential information along with the following:
- Animal Name. Specify the name or total number of animals scheduled for the appointment with placeholders: #AnimalName# #AnimalNumber#
- Location: Clearly state where the appointment will take place. If your clinic uses mobile locations, utilize #Locaton#.
- Instructions for Fasting: If applicable, provide any necessary fasting guidelines before the appointment.
- E-Consent Instructions: Inform clients on how to complete the e-consent form.
- Cancellation Policy: Outline the clinic’s policies regarding cancellations and no-shows.
By including this information, you ensure that clients are well-prepared and informed about their upcoming appointments.
Can Appointment Confirmations be Resent?
Yes, the appointment confirmation reminder can be resent from the client profile. First, you’ll need to verify the correct email has been entered. Check for any spelling errors or typos. If you update an owner’s email, you may see this pop up:
From here, you can select the animals you’d like to resend the information for. Then, click Resend.
Here’s another way to manually resend the appointment confirmation and consent form:
- Search for the client or animal using Quick Search.
- Once on the client profile, open the Appointments tab.
- Find the appointment you are needing to resend.
- Click Action on the correct appointment.
- Click Resend Consent and Confirmation.
Note: Appointment confirmations are not sent for same-day appointments; they are only sent for appointments scheduled for future dates.
