Offer more, honestly · Every business
The Pre-Appointment Instructions to Send Clients and Patients
Good pre-appointment instructions list only what the customer must do differently before the visit, in the order they will do it, sent early enough to act on and repeated the day before.
Pre-appointment instructions should tell the customer what to do, when to do it and what happens if they can't, in short numbered lines, sent three to five days before the visit with the most important one repeated in the day-before reminder. Leave out anything the customer doesn't need to act on; the policy page can hold the rest.
The template
Examples by type of business
| Business | The instructions customers most need |
|---|---|
| Dental or medical practice | Complete the health history form at [link]; bring photo ID, insurance card and a list of current medications; arrive [minutes] early |
| Med spa | Stop [products] [number] days before; no [sun exposure / alcohol / blood thinners without asking your doctor] for [number] days; come with clean skin |
| Hair salon, color or extensions | Come with dry hair and no heavy product; bring inspiration photos; plan on [length] |
| Tax or bookkeeping office | Bring [list of forms]; last year's return; a photo ID for everyone on the return; account numbers for direct deposit |
| Auto repair shop | Remove valuables; leave the key fob and wheel-lock key; note any warning lights or sounds and when they happen |
| Home service visit | Clear [number] feet around the [equipment]; secure pets; tell us about gate codes and parking |
| Gym, studio or trainer | Eat a light meal [number] hours before; bring water and [shoes / mat]; complete the waiver at [link] |
Writing rules
- Put the time-sensitive step first, because "stop this five days before" is useless if the customer reads it two days before.
- Use one action per line and start each line with the verb or the time.
- Say why when compliance matters, such as "so the color takes evenly" or "so we can finish in one visit," so the customer knows which steps can't be skipped.
- Repeat the one most important instruction in the day-before reminder.
- Keep medical guidance to what the provider has approved, and for anything involving medication, tell the customer to ask their doctor or the practice directly.
Why it works
Most adults read health information below a proficient level, which is why plain, numbered steps work better than a paragraph of policy. In the most recent national assessment of adult health literacy, run by the U.S. Department of Education with more than 19,000 adults, only 12% read health information at a proficient level and 36% were at basic or below basic, the two lowest of the assessment's four levels.
Sources
- Kutner, M., Greenberg, E., Jin, Y. and Paulsen, C. The Health Literacy of America's Adults: Results From the 2003 National Assessment of Adult Literacy. National Center for Education Statistics, 2006. More than 19,000 adults.
Related reading: Appointment Confirmation Messages That Prevent Confusion · The First-Visit Welcome: What New Customers Need to Know Before They Arrive · Busy Phones Are Usually an Intake Problem: How to Fix Intake First · Mapping the Patient Journey at a Dental or Medical Practice
Email hello@osnovaops.com about your pre-visit instructions
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