If It's Skin - It Must Come In!
What do you think pet owners with itchy pets may be experiencing at home? What have clients shared with you about living with an itchy pet? Have you had an itchy pet? What was your experience?
Does your hospital have current guidelines for itchy pet calls? If so, what are they?
Why is “if it’s skin, it must come in” important? How do you explain your reasoning to a new co-worker?
Write down language you would use to encourage clients to make an appointment for their dog that is “just itchy.”
Answering the Call for Itchy Dogs
How do you empathetically respond to clients who don't want to bring their pet in for an appointment because it is expensive? What do you say to address their concerns?
What do you say if the client with an itchy pet doesn’t want to come in for an appointment because “it is the same thing the pet had last year”?
Create a script to use when a client calls with an itchy pet and the client asks for something to do at home.
The Itchy Dog Appointment
At your hospital, what are you responsible for as a CSR when an itchy patient comes in for an appointment?
Describe how you collect information on pilling practices from a client. (Do you ask open-ended questions to see if the pet readily accepts the tablet, if it must be hidden in food, or if the owner must “force” their pet to take it?)
How do you establish a strong rapport with clients during check-in? Think beyond offering help and comforting the pet owner. What is your "special sauce?"
What parts of the patient discharge experience are you responsible for as a CSR?
Describe how you will use the three ‘R’s of discharge to make your itchy pet discharges more successful.
How do you communicate the value of an itchy dog appointment to a client during the invoice process? What do you say? What do you do?
Explain the process your clinic has in place to forward book all recheck appointments (including itchy pets). If your clinic doesn't have a forward booking process, why not?
What options do clients have to communicate with your clinic? How do you encourage clients with itchy pets to reach out with any concerns or if their pet has an itching flare?
Explain how your clinic supports itchy pets and pet owners when the pets are chronically itchy. (Do you regularly call, text, or email patients to check in? What if a client cancels or misses an appointment?)
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