4.5. Internal vs. External

Clinic HQ supports two main appointment types: internal (staff-booked) and external (client-booked online). Understanding when to use each ensures efficiency and prevents scheduling errors.

Internal Appointments

• Definition: Scheduled by staff directly within Clinic HQ.
• Who uses them: ** Volume clients (can only be scheduled internally). ** Public clients (can be scheduled either internally or externally).
• When to use: ** For clients who are elderly, unfamiliar with technology, or lack computer access. ** For special cases where staff intervention is necessary.

External Appointments

• Definition: Appointments clients make themselves online through your scheduling link.
• Who uses them: Public clients only.
• How it works: ** The scheduling engine only shows available slots, ensuring no overbooking. ** Once requested, the appointment is instantly reserved on your calendar, even before you “confirm” it.

Best Practices

Default strategy: Encourage clients to schedule online whenever possible.

Why:

• Reduces staff workload.
• Proven effective across diverse communities.
• Case studies: ** Hopi Reservation: 100 dog appointments, only 5 required follow-up calls. ** Laguna Reservation: 95% of clients preferred online scheduling (via link, QR code, or phone number). Myth busted: Most clients are capable and willing to schedule online.

Volunteers and Appointment-Making

• Access control: Do not give volunteers full access to Clinic HQ.
• Alternative method: Volunteers assisting clients can use the E-Appointment form (available on your website) instead. This allows them to help without needing HQ access.

Key Takeaway:

• External = Public clients scheduling online (best practice).
• Internal = Staff scheduling in HQ (required for volume clients, optional for public clients when needed).
• Use E-Appointment forms for volunteers helping clients, not HQ access.