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Information and communication

Communicate appointment information

Send clear, step-by-step appointment details in advance to help customers feel prepared and reduce anxiety.

Doctor is doing treatment

Why this matters

 

Knowing what will happen helps customers to feel at ease and can reduce anxiety. When people can prepare, they're more likely to attend and have a positive experience.

Help people prepare to visit by sending appointment information by email or text. You can explain what to expect during the service. This will make the appointment process as predictable as possible.

“Just having an understanding of exactly what you're supposed to do. They have an idea of how everything goes, but you're not privy to that.”

Community Member

What best practice looks like:

 

  • An email or text sent 24 - 48 hours before the appointment
  • A step-by-step description of what will happen
  • Information about the time taken for each part of the service
  • Information about what the customer needs to bring or prepare
  • Information about sensory aspects (noise, lighting, smells)
  • Photos of the space or treatment room, if possible
  • Contact details if the customer has questions
  • The option to discuss needs before arrival

Example:

A dental clinic emails a regular client, 

Your dental appointment with Dr Ziz is on Tuesday at 2pm. When you arrive, go to the front desk. Tell them your name and that you have an appointment (2 mins). Wait in the quiet waiting room (5–10 mins), then the dentist will look at your teeth (15 mins). We will take X-rays (3 mins, you will need to bite down on a film holder for the test, you will hear a beep) and the dentist will do your cleaning (5 mins, this can be noisy like last time). Total time: about 35 minutes.