Scheduling an appointment should include

• obtaining essential client information (e.g., name, phone number, email address, purpose of visit, preferred method of communication)
• assessing the urgency of a situation based on presenting complaint and patient history
• consulting the appointment book or software and recording the appointment
• allocating sufficient time to care for the animal’s needs
• giving the client clear and complete information related to the appointment
• repeating the appointment information to the client at the end of the conversation to confirm accuracy.

Process/Skill Questions:

• Why is effective scheduling important to both the veterinary practice and the clients?
• How should emergencies be handled in the scheduling process?
• Why is it important to get the client’s phone number and/or email address when making an appointment?
• Why is it important to repeat the appointment information to the client when ending the conversation?
• What steps should be taken if a client shows up for an appointment on the wrong day?