By Wendy S. Myers

Let’s say a caller explains, “I just got my dog’s reminder postcard and need to make an appointment.” Ask questions during the scheduling call to determine needs and select the right appointment length. Respond with, “Thank you for calling to schedule your dog’s preventive care exam. May I ask your name and your dog’s name?” Saying “thank you” shows appreciation for the caller’s loyalty to your hospital. Asking for names let’s you locate the correct medical record in your practice-management software. Scan the electronic record to confirm which services and products are due. This technique sets expectations and increases compliance. For example, you might say, “I see that Max is due for his exam, vaccines, intestinal parasite screen, heartworm/tick screen and refills on flea/tick and heartworm preventatives. Does Max have any health concerns that you want to discuss with the doctor?”

Summarizing the services and products due will set expectations for care that will be delivered during the visit. Asking about other health concerns may have the caller share a sick-pet problem, which could change the length of the visit from a 20-minute checkup to a 30-minute sick-pet exam. If the caller shares that her senior dog has been having trouble with stairs and limps occasionally, schedule a 30-minute exam to allow time for x-rays, a diagnosis and conversation with the client about treatment choices. This technique lets you efficiently plan exam time, ensuring the doctor and technician won’t run over and cause a domino of late appointments the rest of the day.

Provide training for your front-desk team so scripts and techniques become second nature. You want employees to be confident communicators so you can deliver the medical care that every pet needs. Get information on Communication Solutions for Veterinarians’ phone-skills training programs at www.csvets.com/training/phone-skills.html.