Читать книгу Textbook for the Veterinary Assistant - Lori Renda-Francis - Страница 77

If after a patient has received service at the veterinary hospital and another appointment is needed, best practice indicates that appointment should be made before the pet owner leaves the veterinary hospital. Booking appointments prior to the pet owner and patient leaving the hospital is known as forward booking. It is in the best interest of the patient for the hospital team to forward book medical progress examinations, booster vaccines, follow‐up laboratory work, and annual examinations. These appointments should be made while the owner is still in the practice and prior to accepting payment for services.

It has been shown that the majority of clients return for follow‐up appointments when they have been scheduled prior to checkout of the earlier appointment. This is similar to the practice in human dentistry. Most clients have an appointment for a 6‐month cleaning while still with the hygienist. It is important that veterinary medicine follow suit, as this helps with the patient’s overall health. The veterinary team should then provide pet owners with multiple reminders in multiple formats and allow for rescheduling when needed.

Whenever a client (or potential client) asks questions regarding the price of services, team members should be able to educate the client on service itself and “wow” the client with the value they will receive when coming to the practice.