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Chapter 3 Veterinary Business Protocols 35

Scheduling Appointments 1. Know the amount of time veterinarians like to spend
with their clients. Most clinics will schedule a 15–20
Appointments are utilized for several reasons. The first is minute block of time for every appointment. A
to keep a practice running smoothly, it lets the staff know paper and computer schedule book will have times
what to expect for the day’s work and they can plan blocked at these intervals with a column for each
accordingly. Scheduling depends on the number of vet­ veterinarian seeing clients that day.
erinarians on staff and who is scheduled to work. If there 2. Routine procedures fit into 15‐minute time slots
is just one doctor, time is set aside to examine and treat very nicely. These appointments should be dispersed
the hospitalized patients and perform surgeries in the throughout the day, with more intense appoint­
morning. The afternoon is then open for appointments ments scheduled in between (Table 3.1).
with time set aside at the end of the day to treat hospital­ 3. Unknown, non‐life‐threatening sickness or injuries
ized patients. If there is more than one doctor, the duties could take up more time so scheduling them
may be divided between them such as one sees appoint­ between the routine appointments gives the veteri­
ments all day and the other performs surgeries, treats narians and technicians time for running tests or
the hospitalized patients, perhaps sees clients in the taking radiographs before the next routine visit
afternoon, or does triage for dropped off pets and emer­ arrives. Another type of appointment that may take
gencies. That is one example of the many ways the work more time is for a new client. Extra time spent is
can be divided and how scheduling varies from one prac­ often a good way to build loyalty and trust with a
tice to another. new client, so you may be directed to use a double
There are two methods for recording appointments: time slot for new clients.
computerized and paper records. Most clinics will utilize 4. Working clients into the schedule is also a trick to
a management software program or app with an appoint­ learn. We can’t always predict when an animal will
ment screen that is connected to the patient’s file, so it is present with an illness or injury and if it is non‐life‐
quite easy to enter the information for an appointment. threatening we don’t want it to become worse by
It is important to check that phone numbers are correct waiting one or two days. For example, if Monday
and enter why the patient is coming to the clinic. If the and Tuesday are filling up with routine appoint­
clinic is still utilizing a paper appointment book, you will ments, start offering Wednesday or Thursday for
need to make the entry in pencil, in case of cancellation. those appointments. They can wait for a few days
Important information to include is: the correct spelling without any harm done, so spread them throughout
of the owner’s name, phone numbers, name of the pet, the week. This allows some flexibility in getting sick
and the reason they are visiting. If the client is new to the animals in the day the client calls. Of course, you
practice indicate this on the schedule. If utilizing a com­ don’t want to have tons of open slots so fill appoint­
puter, some clinics will have you start a client file with ments in as clients call but be aware some types of
client information and pet name to begin. If utilizing illnesses and injuries shouldn’t wait (Table 3.1).
paper files, it helps the receptionist to know to have a 5. If the appointment book is filled and another client
new file shell ready. calls with an urgent care concern you may have to
It takes a bit of knowledge to schedule appointments offer the client the option of dropping the pet off at
and to work clients in if necessary. You want the clinic to the clinic. The veterinarian can examine the pet
be busy but not so busy that every day is a struggle and when there is time. Make sure to let the client know
mayhem is the norm! The following are some guidelines that this option will incur a kenneling fee, but if it is
to follow when scheduling an appointment. something that can’t wait that may be their only

TABLE 3.1
Scheduling Appointments Per Concerns
Routine procedures Urgent care Emergency
Vaccinations Vomiting, diarrhea Choking, collapse, dyspnea
Toenail trims Worsening of condition Poisoning, seizure, snakebite
Anal glands Blood in urine or feces Paralysis, bleeding, dystocia
Suture removal “Ain’t doing right” (ADR) Hit by car (HBC), traumatic injuries
Recheck for disease Constipation, sore eye Falling from balcony
Health Certificate Exam Hives, skin irritations Bloat, straining to urinate or defecate
Frostbite, ear infection