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Finalizing the Appointment

FINALIZING THE APPOINTMENT

 

Once you have closed a visit, you should have all the pertinent information on your Prospect Call Form. On the upper right corner, mark it “Closed”, circle this and initial. Before hanging up with the client, make sure that you have ALL the information filled out on the Prospect form and that all the “reminders” at the bottom of the Prospect form have been discussed with the client. Tell the client that you will send them an email to confirm their appointment and that you will wait for their reply to make sure they received it. You must follow up and ensure that the client has received the confirmation email and has filled out their documents.

 

CREATING AN APPOINTMENT

 

In order to create an appointment, go to our website login page: www.homepeteuthanasia.com/account

 

Enter your user name and password.

 

Once you are logged in, you will likely remain logged in unless you spend a long time without using the website.

 

When a client is ready to book an appointment, this is the procedure to follow to correctly enter the information on the website and for sending the client their Confirmation email

 

  1. Login on the website

  2. go to the Admin menu

  3. Click on Create an Appointment

  4. This will open a page with all the required fields to be filled out.

  5. Fill out each box in the Client Information section, ensuring that you make no spelling mistakes and that you have no typos

  6. Once you are done with the Client Information, scroll down to the “Pet Information” section

  7. Fill out each box in that section. Make sure that you spell the pet’s name exactly as the client gives it to you to avoid any upsets with the client.

  8. Once you are done with the Pet Information section, scroll down to the Appointment Information section

  9. Enter the date that the service is to be performed. Make sure you have the correct month, date and year

  10. The next box is for the time of the appointment. Make sure you have the correct time and the correct AM or PM.

  11. Next is the leeway given. Follow the procedure for the leeway from your instructions on the policy entitled “Finalizing the Appointment”

  12. Select the correct package per the type of service that the client requested

  13. Next, select the doctor or staff member who will perform the visit/service

  14. Under Customer Care Agent, select your name

  15. Next you will give the client a correct quote. Follow this procedure:

 

  1. Scroll down to the “Select a Service” section

  2. You will find a drop down menu that says “Select” on it.

  3. Click on the arrow and select the correct service

  4. Find the correct price for the service in your Fee Schedule, making sure that you have the correct weight range or whatever is appropriate to the particular service (correct mileage distance, correct After Hour slot, etc…

  5. Enter the price in the “Service Price” box

  6. If another service is requested, click on the “+” button which will create another drop down menu.

  7. Click on the arrow and select the next service

  8. Find the correct price for the service

  9. Enter the price in the “Service Price” box

  10. If another service is requested, repeat steps 6-9 as many times as necessary until all the services requested are entered with the correct quote.

  11. The total will be displayed automatically when you are done.

 

16. In the “notes” section at the bottom of the form, please include any other information that would be useful for the doctor including:

 

  • Brief description of disease/condition,

  • If pet is over 35lbs, note “Ok to lift” or “Assistant required” with number of people required to lift in addition to the doctor.

  • Any additional directions the doctor will need to find the location, including gate codes, parking directions, etc…

  • Any special notes or special things/considerations that were discussed during the conversation with Pet Parent.

  • If this is a prior client, include the information on the previous visit (name of pet, type of pet, date it was done, etc… ) so that the doctor can have some reality with the previous visit.

.

 

Once all those steps are completed, click Create Appointment and the confirmation email will be sent to the client, the doctor and the assistant inbox. Follow the procedure given in the policy entitled “Finalizing the Appointment” to enter the information on the Calendar.

 

 

The fields which have a red star are mandatory to fill out and if you omit any of these fields, you will not be able to submit the form.

 

EMAIL CONFIRMATION

 

The email confirmation is sent automatically from the website the moment you fill out and submit the appointment form on the website. This email contains very important information regarding their appointment, including many of our policies, our cancellation policy and a checklist to make things easier for the family and to give them an opportunity to think about various thing they may want to plan for like eliminating distractions and things that, if omitted, may be upsetting to the family. It also includes a one time link so they can fill out the forms electronically. As soon as the client has filled out the forms, the assistant email and the doctor who will be doing the call will receive the submitted documents. The templates for the confirmation emails are included in this section for your information. The email will automatically be personalized with their name and the information you fill out on the appointment form.

 

In addition to the email that is sent automatically from the website, you will need to send a separate email to the client if the visit is for:

 

  1. A pig

  2. An Off Site visit

  3. A biting pet

 

See “Procedure for notifying doctors of appointments” for details on how to notify the doctor of the visit. Please follow the procedure exactly.

 

ENTERING A CLOSED VISIT IN THE ICAL

 

Once you have submitted the appointment form, you and the doctor will get an email with all the information detail. The email the doctor gets is the same you will get. Once you get this email, create a new event in the calendar at the appropriate time and date slot, select everything in the email and copy and paste the information in the calendar in the notes section.

 

In addition, you need to fill out the visible section of the iCal with the following information all on one line:

 

Doctor’s initials, city where the client lives, name of client and name of pet. Select the correct color flash for the appointment according to which doctor will do the visit.

 

MILEAGE

 

In order to see how far calls are from each other and to see if it is feasible for the doctor to arrive in a timely fashion, you can map out the clients’ addresses.

 

For Maps on iphone:

 

Enter the client’s address in the search field. Then hit “directions”. It will automatically search from “my location”. Hit “my location” with your finger and delete this and replace it with Our office address or the address of the previous or subsequent call to see the distance between them.

 

CANCELLATIONS

 

Noting Cancellations on the iCal

 

When a call cancels, note CANCELLED in block letters at the front of the iCal visible field, followed by the reason for the cancellation and the initials of the person who took the cancellation call. Change the color flash to the color assigned for cancellations.

 

In addition, you will need to advise the doctor of the cancellation. This will be done automatically via email when you cancel the appointment on the website. The procedure for cancelling an appointment is as follows.

 

How to cancel an appointment on the website

 

  1. Login

  2. Go to the Admin section

  3. Click on Appointment List

  4. This will take you to the appointments page

  5. Go to the search field named “Client or pet name” on the top left (Do not use the main search field and button that is at the top right of the page). Once you have located the “Client or Pet name” field, enter either the last name of the client or the pet’s name and hit the return key on your keyboard. Do not enter more than one name in that field. For example, don’t enter Fifi Smith. Enter only either Fifi or Smith. Also do not enter both the first and last name of the client. Only the last name).

  6. Once you have hit return, you will either get one entry or possibly several. For example, if you type Bella, you will get multiple choices. You now will select the one with the correct last name.

  7. Click on the client’s name. This will take you to their appointment submission page

  8. Scroll all the way down to the section with the “Appointment cancelled” button. Click on that button.

  9. Scroll down the the very bottom of the page and hit the large orange “SAVE” button. This will automatically send an email to the client and to the doctor to let them know that the appointment was cancelled.

 

If at a later date, the client wishes to reinstate his/her appointment, follow the procedure for “Rescheduling an appointment that was canceled”.

 

You then need to follow the procedure for notifying doctors of appointments. See “Procedure for notifying doctors of appointments” for details on how to notify the doctor of the visit or cancellation. Please follow the procedure exactly.

 

Rescheduling an appointment that was previously canceled

 

If at a later date, the client wishes to reinstate his/her appointment after they had canceled it, follow this procedure.

 

  1. Click on Admin

  2. This will take you to the appointments page. go to the “status” tab, and select “Canceled” and you will see that appointment in the list of canceled appointments. If you do not see it immediately, you can search for it.

  3. Click on the client’s name to open the “create appointment” page

  4. Scroll down to the “Appointment Canceled” tab

  5. Unclick the “Appointment canceled” box

  6. Update the time and date of the new appointment, as well as selecting the correct doctor for the new appointment and changing the CCS to your name

  7. Click the “Send package update email to client” tab at the bottom of the page.

  8. The client will then receive an updated appointment email and so will the doctor and the Assistant email. In addition, the client will be able to update his/her documents if they want to change any option in aftercare or anything.

  9. Follow the procedure for posting the appointment in the Calendar as per the “Finalizing the appointment” policy.

 

 

You then need to follow the procedure for notifying doctors of appointments. See “Procedure for notifying doctors of appointments” for details on how to notify the doctor of the visit or cancellation. Please follow the procedure exactly.

 

 

Modifying an appointment

 

Sometimes, you will need to modify an appointment. For example, if the client is changing his appointment from a Communal Cremation to an Individual Cremation or is adding a Paw Print or is changing the time and/or date of the visit or if the client changes to a different “Package”. Please follow this procedure.

 

  1. Click on Admin

  2. This will take you to the appointments page. Go to the search field named “Client or pet name” on the top left (Do not use the main search field and button that is at the top right of the page). Once you have located the “Client or Pet name” field, enter either the last name of the client or the pet’s name and hit the return key on your keyboard (or click Apply). Do not enter more than one name in that field. For example, don’t enter Fifi Smith. Enter only either Fifi or Smith. Also do not enter both the first and last name of the client. Only the last name. Once you have hit return (or Apply), you will either get one entry or possibly several. For example, if you type Bella, you will get multiple choices. You now will select the one with the correct last name.

  3. Click on the client’s name.

  4. This will take you to their appointment submission page

  5. Make the appropriate modifications.

  6. Once you have made all the necessary modifications, scroll down the the very bottom of the page and hit the large orange “SAVE” button.

  7. This will automatically send an email to the client and to the doctor to notify them of the modifications. If they are making changes to their appointment time, date or anything else prior to the appointment, let the client know that they will get an updated email so that they are not alarmed at receiving another confirmation email.

 

If you change some minor information on the appointment page and it is not necessary for the client to get an email, for example if you selected the wrong CCS or if you made a typo, etc… just hit save after making the modifications. If you make some minor modifications and hit save, the client will not receive an updated email.

 

If date or time is changed, and you hit save, the client will automatically get an updated email and so will the doctor when you hit save.

 

If the doctor assigned to the case is changed, once you hit save, both doctors (the previous and the doctor to whom it has be reassigned) will receive an email to notify them of the change.

 

If you change the package, hit save and an email update is sent to client and doctor. If the package is changed, don’t hit Send package update email button: hit Save. The client and doctor will receive an updated email and the email the client receives will include a link that will allow them to fill out the new documents.

 

NOTING SPECIAL REQUESTS FOR APPOINTMENT TIME

 

Occasionally, a client will call and wants an appointment as soon as possible but we are booked. In this case, note in caps “WANTS SOONER” at the front of the ical notes so that we can see at a glance that if there is a cancellation, we will call this person and give this person priority to get in the cancelled slot. When this is the case, tell the person to make sure to give us a number where we can reach them and if we get a cancellation, we will call them immediately and give them first choice for the cancelled slot.

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