What is Forward Booking?
As you embark on veterinary practice in 2017, the PVMA has a gift – which means it is complimentary, free, of no charge! – for you to ring in the new year.
As you may know, PVMA is a proud Associate Member of Partners for Healthy Pets (PHP) and we are very pleased to announce a collaborative program between PHP, Veterinary Medical Association Executives (VMAE) and our association to implement the concept of forward booking in all veterinary practices in Pennsylvania. The PVMA is partnering with 45 other veterinary medical associations in the US and Canada to make a difference.
Why? We believe this initiative will have a significant impact on the health of your patients and your practice. This collaborative program focuses on the importance of forward booking, which simply means scheduling all patients’ next appointments before they leave your practice, regardless of the reason for their current visit. This includes medical progress exams and preventive healthcare exams.
Forward booking ensures your patients receive the highest quality care at the right time. The traditional way to schedule appointments for your clients is costly, time-consuming, and only 30% of your clients will respond. According to the 2015 AAHA State of the Union Report, 6 out of 10 pet owners said they would forward book their next appointment before leaving the practice.
You have probably been hearing about and maybe even considering implementing forward booking in your practice, but are not quite sure how to get started. With this program, you will have a straightforward, step-by-step process that provides the entire practice team with the skills necessary to be successful.
PVMA provides you with all the tools to be successful.
6 out of 10 pet owners said they would forward book their next appointment before leaving the practice.
HERE ARE THE tools to GET YOU STARTED:
Forward Booking Communication Tips Training Video #1: Greeting Clients at the Front Desk
This less than 2-minute video demonstrates examples of how to effectively communicate about forward booking when clients first arrive at the practice. Discussion questions are included in the video.
Forward Booking Communication Tips Training Video #2: Staff “Huddle”
This 3-minute video shows a short, informal team “huddle,” demonstrating how the management team communicates their support for forward booking and how the team members explain their perspectives. Discussion questions are included in the video.
Forward Booking Communication Tips Training Video #3: Peer-To-Peer Support & Tips
This less than 2-minute video demonstrates how team members can provide peer-to-peer support that is important in implementing forward booking in a practice. Discussion questions are included in the video.
Forward Booking Communication Tips Training Video #4: Doctor in the Exam Room
This 2-minute video gives a good example of how the practice veterinarian can help set expectations with the pet owner about forward booking by mentioning it at the end of the appointment. Discussion questions are included in the video.
Forward Booking Communication Tips Training Video #5: Checking Out & Client Communication
This 2-minute video shows how the receptionist makes the next appointment for the pet before the client leaves the practice. The video demonstrates effective examples of how to handle client concerns and objections about forward booking. Discussion questions are included in the video.
Forward Booking Communication Tips Training Video #6: End of Exam & Checking Out
This less than 2-minute video provides examples of effective ways for both the veterinarian and receptionist to talk about forward booking with clients and how to address client objections. Be sure to download the accompanying discussion guide.
Download "THE KEY TO FORWARD BOOKING APPOINTMENTS: Unlock the Potential of a Best Practice for Your Practice" as a roadmap to the forward booking tools below. When you put all the forward booking pieces together, the result is healthier patients and a healthier practice.
A 12-page training guide packed with everything you need to know about forward booking. The guide includes tips, examples of effective client-healthcare team conversations, and a “roles and responsibilities” checklist for every team member. Have your practice become a united front when it comes to booking ALL of your patients’ next appointments.
Need a reminder to book ALL of your patients‘ future appointments before they leave your practice? Click here to order buttons for your practice team to wear! Just tell the button vendor how many packets you wish to receive.
Remind clients and team members that all patients’ next appointments should be on the books before they leave your practice. Download any (or all) of the four, high-resolution posters that can be framed in either an 8.5” X 11” or 11” X 14” format.Click on the images to download posters.