17.2. Appointment Reminders

*THE BIG WHAT
Utilizing the confirmation and reminders is one of the best ways to reduce no-show rates. Appointment reminders are automated communications sent to clients as their appointment date approaches. These reminders are only dispatched for appointments that remain in a pending status—meaning they have not yet been checked in or completed.

What Should Be in an Appointment Reminder

Reminders are sent to the client on a pre-designated schedule leading up to the appointment when creating the communication.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)

Reminders are issued on a pre-designated schedule leading up to the appointment, based on the settings for the specific reminder in set up. The following sections of this manual provide examples, so you can easily customize the content to meet your specific needs. When creating any automated communication in Clinic HQ, remember to use the autofill fields, which differ from the “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# 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.
  

*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. #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.

*TIP
In Settings > Email Attachments, upload your post-operative care instructions as a PDF. Then attach this document to the reminder emails.

Reminder Email About Signing the Consent Form

Clients will receive reminders every two days until the consent form is signed. Once signed, the consent reminder will cease. This ensures timely completion and prepares clients for their appointments.

Can Appointment Reminders be Resent?

The short answer is no. If an email address is not on file or is incorrect when the appointment is scheduled, the clinic team member will need to manually send the information to the client using the clinic email account.