Navigating client requests in the PetDesk Dashboard

Your PetDesk Dashboard is designed to help quickly process inbound client requests and give you the tools to make appointment management a breeze. 

For a walkthrough of the PetDesk Admin Dashboard please scroll to the bottom and review our helpful clip.


See how to utilize each tab below:

Needs Attention

• We recommend you frequent this tab throughout the day to review and receive requests from clients, and to schedule or cancel an appointment.
• You may also receive requests to refill medication, and can notify the client their medication is ready for pickup.
• Each request will require an action such as Schedule Requested Time, Suggest Alternate Times, or Modify Appointment.
• Received a client's cancelled appointment request?
  1. Click on the cancelled request to open it
  2. Contact the client to potentially reschedule
     
  3. Cancellations need to be deleted from the dashboard

Pending

• In this tab, requests will appear here if a client is sent alternate dates and times to schedule via the Needs Attention tab.
  • Once an alternative date and time are selected by the client, their request will reappear under Needs Attention so that you can confirm and communicate with the pet parent.

Scheduled

• A full record of all scheduled appointments is found in this tab.
• Filter options at the top of the page allow you to search for and sort specific appointments.
  
• Client "On their way" or "Coming later?" Clients' pet pickup responses can be seen by selecting any of the "Pickup Sent" options under the Request Status filter.

Today

• This tab displays a list of all clients coming in that particular day.
• The "Confirmed" column toward the right of the page shows if a client has confirmed their appointment digitally.
  
• Review (or print) this list at the start of the day to note clients that have any Invalid/Missing contact info flags. Then, capture and update their information upon check-in.
  • It's incredibly important to take note of client information, compare it to your PIMs data, and update accordingly. The more accurate data we have for clients, the more ways we can reach clients and increase compliance.

Call List

• This tab displays clients to contact to confirm appointments for the next day. To the right of each appointment, you'll see whether it is confirmed/unconfirmed. 
• This tab defaults to showing the next day's appointments. It can also be filtered to display scheduled appointments for any particular day.
• You can contact clients through Direct Message (with this method a client is unable to respond back directly) or if more is needed, a phone call.
  • • If you have not already, we recommend looking into adding Two-Way Texting to make this process even easier! Clients will be able to respond directly to two-way texts from your practice.

Compliance

• In this tab, you can find clients out of compliance as their pets are past due for health services, and have yet to schedule an appointment. Contacting these clients gives an extra push after our reminders to get them scheduled! Plus, you can use the reach flags to update client records along the way. 

Walkthrough of the PetDesk Admin Dashboard: