Booking Your First Appointment

Overview

Paw & Care’s appointment scheduling system combines traditional calendar management with AI-powered features like automated reminders, triage-based prioritization, and intelligent slot suggestions. This guide covers everything from basic booking to advanced scheduling workflows.

What You’ll Learn

Scheduling appointments manually and via AI
Understanding triage levels and urgency
Setting up automated reminders
Managing appointment statuses and workflows
Handling reschedules, cancellations, and no-shows
Viewing today’s schedule and upcoming appointments

Prerequisites

✅ Completed patient and client setup (see First Patient Guide)
✅ At least one veterinarian configured in the system
✅ Business hours set in Practice Settings

Understanding Appointment Types

Paw & Care supports multiple appointment types with different durations and priorities:

Wellness Check

Duration: 30 minutesRoutine examinations, annual checkups, vaccinationsTriage: Routine

Urgent Care

Duration: 45 minutesNon-life-threatening issues requiring prompt attentionTriage: Urgent

Emergency

Duration: 60+ minutesLife-threatening conditions, immediate intervention requiredTriage: Emergency

Dental

Duration: 60-90 minutesDental cleanings, extractions, oral surgeryTriage: Routine

Surgery

Duration: 90-180 minutesSpay/neuter, mass removals, orthopedic proceduresTriage: Routine (scheduled)

Follow-Up

Duration: 15-30 minutesPost-surgery checks, recheck examinations, suture removalTriage: Routine

Triage Levels Explained

Every appointment has a triage level that determines priority and urgency:

Level	Badge Color	Description	Response Time	Examples
Emergency	🔴 Red	Life-threatening, immediate care	Within 15 minutes	Seizures, severe bleeding, difficulty breathing, toxin ingestion
Urgent	🟡 Orange	Serious but not immediately life-threatening	Same day or next day	Vomiting/diarrhea, limping, eye injury, moderate pain
Routine	🟢 Green	Scheduled, non-urgent care	Within 1-2 weeks	Wellness exams, vaccinations, nail trims
Info	🔵 Blue	Questions, no appointment needed	N/A	Prescription refills, general questions

The AI voice assistant (Luna) automatically assigns triage levels based on symptoms described during phone calls. You can override these manually if needed.

Step 1: Schedule Your First Appointment

Navigate to Appointments

On iOS: Tap Schedule tab at the bottomOn Web: Click Appointments in the left sidebar

Open New Appointment Form

Click the + New Appointment button (top right)A dialog opens with the appointment booking form.

Select Patient and Owner

Patient:

Click the Select Patient dropdown
Start typing “Max” (the patient we created earlier)
Select Max from the list
Owner “Sarah Johnson” auto-fills

If the patient doesn’t exist, click + Create New Patient directly from this dropdown.

Choose Appointment Type and Date

Appointment Type: Select Wellness Check from dropdownDate: Click the calendar icon

Select tomorrow’s date
Available dates are highlighted in green
Dates outside business hours are grayed out

Time: Click the time dropdown

Shows available slots in 30-minute increments
Conflicting slots are marked “Unavailable”
Select 10:00 AM

Duration: Auto-filled based on appointment type

Wellness Check = 30 minutes (editable if needed)

Assign Veterinarian

Veterinarian: Select from dropdown

Dr. Sarah Wilson
Dr. John Stevens
(Shows availability - green = available, red = busy)

Select Dr. Sarah Wilson

If a patient has a preferred vet assigned in their profile, that vet is pre-selected automatically.

Enter Reason and Symptoms

Reason for Visit (required):

Annual wellness examination

Symptoms (optional, but recommended): Click + Add Symptom

Coughing (last 3 days)
Decreased appetite

The system uses symptoms to suggest triage level.

Set Triage Level

The system suggests: Routine (green badge)Based on symptoms entered:

No emergency keywords detected
Owner not reporting distress
Scheduled wellness check

You can override:

Click the triage dropdown
Select Urgent if symptoms seem concerning
Emergency appointments can “double-book” if necessary

Add Appointment Notes

Internal Notes (optional, staff-only):

- Max is nervous during exams, may need calming treats
- Owner requested to discuss diet and weight management
- Schedule extra time if possible

These notes appear for the assigned veterinarian.

Configure Reminders

Automated Reminders (enabled by default):

✅ 24-hour reminder: Email + SMS sent at 10:00 AM (1 day before)
✅ 2-hour reminder: Push notification sent at 8:00 AM (day of)
✅ Confirmation email: Sent immediately after booking

Owner (Sarah Johnson) will receive:

Hi Sarah,

This confirms Max's appointment:

Date: March 6, 2026
Time: 10:00 AM
Type: Wellness Check
Veterinarian: Dr. Sarah Wilson
Duration: 30 minutes

Please arrive 10 minutes early for check-in.

Reply CONFIRM to confirm or call (555) 555-1234 to reschedule.

Paw & Care Veterinary Clinic

Review and Create

Appointment Summary (right panel):

Patient: Max (Beagle, 5 years)
Owner: Sarah Johnson | (555) 123-4567
Date/Time: March 6, 2026 at 10:00 AM
Type: Wellness Check (30 min)
Vet: Dr. Sarah Wilson
Triage: Routine 🟢
Status: Pending → Scheduled

Click Create AppointmentSuccess message: “Appointment scheduled. Confirmation sent to Sarah Johnson.”

Step 2: View and Manage Appointments

Today's Schedule
Appointment List
Calendar View

The dashboard shows today’s appointments at a glance:Home Tab (iOS) or Dashboard (Web):Today’s Schedule Card

📅 3 appointments today

00 AM | Max | Sarah Johnson | Wellness Check | Routine
30 AM | Bella | Mike Chen | Dental Cleaning | Routine  
00 PM | Charlie | Lisa Park | Vomiting | Urgent

Each appointment shows:

Time
Patient name
Owner name
Appointment type
Triage badge (color-coded)

Quick Actions:

Tap appointment → View details
Swipe right → Check in
Swipe left → Cancel/Reschedule

Appointment Status Workflow

Appointments move through a defined workflow:

Pending → Scheduled

Pending: Just created, awaiting client confirmationScheduled: Client confirmed (via reply to reminder or phone call)Automatic transition:

When client replies “CONFIRM” to SMS reminder
When front desk manually marks as scheduled

Scheduled → Confirmed

Confirmed: Client acknowledged and committed to attendTransition occurs:

24-hour reminder sent and acknowledged
Client calls to confirm
Front desk confirms via phone

Confirmed → Checked In

Checked In: Patient arrived and waitingHow to check in:

Front desk clicks Check In button
Owner scans QR code at reception (if enabled)
Automatic check-in if appointment starts within 15 minutes

Checked In → In Progress

In Progress: Veterinarian is with the patientTransition:

Vet clicks Start Appointment from their mobile device
Appointment timer starts
Other staff can see patient is being seen

In Progress → Completed

Completed: Examination finishedTransition:

Vet clicks Complete Appointment
Requires SOAP note to be created or marked “No notes needed”
Invoice can be generated (linked to appointment)
Owner receives summary email (optional)

Alternative Paths:

Cancelled: Client cancelled before appointment
No-Show: Client didn’t arrive within 15 minutes of scheduled time
Rescheduled: Moved to different date/time

Appointments marked “No-Show” track no-show rate statistics. After 3 no-shows, the system flags the client for front desk review.

Handling Special Scenarios

How to Reschedule an Appointment

Method 1: From Appointment Details

Click the appointment you want to reschedule
Click Reschedule button
Select new date and time
Reason for reschedule (optional): “Client conflict”
Click Save
System sends updated confirmation to owner

Method 2: Drag and Drop (Web Calendar)

Switch to Calendar view
Click and drag the appointment to a new slot
Confirm the change
Automated notification sent

Owner Receives:

Hi Sarah,

Your appointment for Max has been rescheduled:

Original: March 6 at 10:00 AM
New: March 8 at 2:00 PM

All other details remain the same.

Paw & Care Veterinary Clinic

Cancelling an Appointment

Front Desk Cancellation:

Open appointment details
Click Cancel Appointment
Select cancellation reason:
- Client requested
- Emergency closure
- Veterinarian unavailable
- Weather
- Other
Enter notes (optional)
Choose:
- ✅ Send cancellation notification to owner
- ✅ Offer to reschedule (includes rebooking link)
Click Confirm Cancellation

No-Charge Cancellation Window:

If cancelled more than 24 hours before: No charge
If cancelled less than 24 hours: Optional cancellation fee
Track cancellation rate by client

Handling Emergency Walk-Ins

When a client arrives without an appointment:Quick Emergency Booking:

Click + New Appointment
Select patient (or create new)
Appointment Type: Emergency
Date/Time: Now (current time)
Triage: Emergency (red)
Symptoms: Record emergency symptoms
Click Create & Check In (combined action)

Emergency appointments can double-book:

System allows overlapping slots for emergencies
Warning shown: “Dr. Wilson already has an appointment at this time”
Choose: Assign to different vet OR double-book

Use emergency double-booking sparingly. Consider having a designated “emergency slot” each day.

Managing No-Shows

Automatic No-Show Detection:

If not checked in within 15 minutes of scheduled time
System prompts: “Mark as No-Show?”
Front desk confirms or extends grace period

Manual No-Show Process:

Open the missed appointment
Click Mark as No-Show
System increments client’s no-show count

Optionally send follow-up:

Hi Sarah,

We missed you at Max's appointment today at 10:00 AM.

If you'd like to reschedule, please call us at (555) 555-1234.

We understand things come up! A 24-hour cancellation notice 
helps us serve other patients.

Paw & Care Veterinary Clinic

No-Show Policy Settings:

After 1 no-show: Automated reminder
After 2 no-shows: Require phone confirmation for future appointments
After 3 no-shows: Flag for practice manager review
Optional: Charge no-show fee

Booking for Multi-Pet Households

When Sarah Johnson wants appointments for both Max and Bella:Option 1: Back-to-Back Appointments

Create appointment for Max at 10:00 AM (30 min)
Create appointment for Bella at 10:30 AM (30 min)
Both show as separate appointments
Sarah receives one combined confirmation email

Option 2: Grouped Appointment (Future Feature)

Single appointment time
Multiple patients listed
Longer duration (60 min for 2 pets)

For wellness checks on multiple pets, schedule back-to-back with the same vet to minimize owner wait time.

AI-Scheduled Appointments

Luna (AI voice assistant) can book appointments autonomously during phone calls.

How Luna Books Appointments

When a client calls and requests an appointment:Luna’s Conversation Flow:

“I’d be happy to schedule an appointment. What’s your pet’s name?”
Client: “Max, he’s my beagle”
Luna searches database, finds Max (linked to caller’s phone number)
“Got it, Max the beagle. What seems to be the issue?”
Client: “He’s been coughing for a few days”
Luna analyzes symptoms, assigns triage: Urgent
“I recommend an urgent care appointment. I have availability tomorrow at 2 PM or Friday at 10 AM. Which works better?”
Client: “Tomorrow at 2 PM”
Luna books appointment, assigns available vet
“Perfect! Max is scheduled for tomorrow, March 6th at 2:00 PM with Dr. Sarah Wilson. You’ll receive a confirmation text shortly. Is there anything else I can help with?”

Review AI-Booked Appointments

AI-booked appointments are marked:

Source: “AI Call” (blue badge)
Status: “Pending” (requires staff review)
Call ID linked (click to hear recording)

Best Practice:

Review AI-booked appointments daily
Verify triage level is appropriate
Call client if symptoms need clarification
Confirm appointment via phone or text

Override AI Triage if Needed

If Luna’s triage seems incorrect:

Open the appointment
Click Edit
Change Triage Level from “Urgent” to “Routine”
Add note: “Owner reports symptoms improving, downgraded to routine”
Optionally reschedule to a later date
Save changes

Appointment Reminders

Automated reminders reduce no-shows by 40%.

24-Hour Reminder
2-Hour Reminder
Immediate Confirmation
Custom Reminders

Sent: Exactly 24 hours before appointmentChannels: Email + SMSContent:

Subject: Reminder: Max's Appointment Tomorrow

Hi Sarah,

This is a reminder that Max has an appointment tomorrow:

Date: Thursday, March 6, 2026
Time: 10:00 AM
Type: Wellness Check
Veterinarian: Dr. Sarah Wilson
Location: Paw & Care Veterinary Clinic
         123 Oak Street, Springfield, IL 62701

What to bring:
- Current medications
- Any questions for Dr. Wilson

To confirm or reschedule:
- Reply CONFIRM to confirm
- Reply CANCEL to cancel
- Call us at (555) 555-1234

See you tomorrow!
Paw & Care Team

Interactive SMS:

Reply “CONFIRM” → Status changes to “Confirmed”
Reply “CANCEL” → Triggers cancellation flow
Reply “RESCHEDULE” → Sends rebooking link

Sent: 2 hours before appointment (day-of)Channels: Push notification (iOS) + SMSiOS Push Notification:

🐾 Paw & Care

Max's appointment is in 2 hours (10:00 AM)

[View Details] [Get Directions]

SMS (if push disabled):

Reminder: Max's appointment at Paw & Care is at 10:00 AM today. See you soon!

The 2-hour reminder is intentionally brief. Clients who confirmed already don’t need full details again.

Sent: Within 1 minute of bookingPurpose: Confirms appointment was successfully createdEmail Includes:

Full appointment details
Add to calendar link (iCal, Google Calendar)
Directions to clinic
Preparation instructions (e.g., “Fast Max for 12 hours before dental”)
Cancellation policy
Contact information

SMS:

Confirmed: Max's appointment on 3/6 at 10:00 AM with Dr. Wilson. 
Reply CONFIRM to acknowledge. Check email for details.

Practice Manager Can Configure:Navigate to Settings → Appointment RemindersCustomizable Options:

Reminder timing: 24h, 48h, 1 week
Channels: Email, SMS, Push, or combination
Reminder content: Use templates with variables
Frequency: Send up to 3 reminders per appointment
Opt-out: Allow clients to disable reminders

Variables Available:

{{petName}} → Max
{{ownerName}} → Sarah Johnson
{{appointmentDate}} → March 6, 2026
{{appointmentTime}} → 10:00 AM
{{vetName}} → Dr. Sarah Wilson
{{clinicPhone}} → (555) 555-1234
{{clinicAddress}} → 123 Oak Street…

Best Practices

Optimize Scheduling

Block 10-15 min between appointments for buffer
Schedule longer appointments (dental, surgery) early in the day
Reserve afternoon slots for urgent walk-ins
Use color-coding by appointment type for visual scanning

Reduce No-Shows

Always send 24-hour reminders
Require confirmation for high-value appointments
Call clients with history of no-shows
Implement no-show fee policy (clearly communicated)

Handle Emergencies

Keep 1-2 emergency slots open each day
Train staff on triage keywords
Ensure AI escalation rules are tested weekly
Have after-hours emergency clinic info ready

Improve Efficiency

Batch similar appointment types (e.g., all vaccinations in AM)
Assign exam rooms based on appointment type
Pre-appointment prep: Pull records, prep exam room
Post-appointment: Immediate SOAP note creation

Metrics to Monitor

Track these metrics from the Dashboard:

Metric	Target	How to Improve
No-Show Rate	Under 10%	Implement reminder system, confirmation calls
Appointment Utilization	Over 85%	Optimize slot duration, reduce buffers
Average Wait Time	Under 10 min	Improve check-in process, manage schedule
Cancellation Rate	Under 15%	Flexible rescheduling, understand reasons
Appointments per Day	Practice-dependent	Marketing, AI phone bookings

Next Steps

Daily Workflow

Learn the optimal daily routine for appointment management

Create SOAP Note

Document the appointment with voice-to-SOAP notes

Emergency Handling

Protocols for triaging and managing emergency appointments

Reporting

Analyze appointment data and practice metrics

You’ve successfully scheduled your first appointment! Max is booked for a wellness check tomorrow at 10:00 AM, and Sarah will receive automated reminders. The appointment will appear on your dashboard and in Dr. Wilson’s schedule.

Getting Started

Workflows

Advanced

Booking Your First Appointment

Overview

What You’ll Learn

Prerequisites

Understanding Appointment Types

Wellness Check

Urgent Care

Emergency

Dental

Surgery

Follow-Up

Triage Levels Explained

Step 1: Schedule Your First Appointment

Step 2: View and Manage Appointments

Appointment Status Workflow

Handling Special Scenarios

AI-Scheduled Appointments

Appointment Reminders

Best Practices

Optimize Scheduling

Reduce No-Shows

Handle Emergencies

Improve Efficiency

Metrics to Monitor

Next Steps

Daily Workflow

Create SOAP Note

Emergency Handling

Reporting

Build docs developers (and LLMs) love

Getting Started

Workflows

Advanced

​Overview

​What You’ll Learn

​Prerequisites

​Understanding Appointment Types

Wellness Check

Urgent Care

Emergency

Dental

Surgery

Follow-Up

​Triage Levels Explained

​Step 1: Schedule Your First Appointment

​Step 2: View and Manage Appointments

​Appointment Status Workflow

​Handling Special Scenarios

​AI-Scheduled Appointments

​Appointment Reminders

​Best Practices

Optimize Scheduling

Reduce No-Shows

Handle Emergencies

Improve Efficiency

​Metrics to Monitor

​Next Steps

Daily Workflow

Create SOAP Note

Emergency Handling

Reporting

Build docs developers (and LLMs) love

Overview

What You’ll Learn

Prerequisites

Understanding Appointment Types

Triage Levels Explained

Step 1: Schedule Your First Appointment

Step 2: View and Manage Appointments

Appointment Status Workflow

Handling Special Scenarios

AI-Scheduled Appointments

Appointment Reminders

Best Practices

Metrics to Monitor

Next Steps