11.2.2. Suggested Flow

Check-in is often the most stressful part of the day, and it is also the moment when patients, staff, and owners face potential risks. To minimize these risks, HQ recommends completing time-consuming check-in tasks before clients arrive.

How HQ’s flow reduces stress and improves efficiency

• Collect client data: Clients should never be filling out paperwork at check-in. Paperwork should be completed online before the appointment or handled internally to streamline the process.
• *Pre-sign consent forms Consent forms should be completed in advance, leaving check-in time for confirming details instead of paperwork. If a client does not pre-sign, they can sign curbside on a tablet using their finger.
• Pre-define services: Service confirmation can happen at check-in, but the services the client will receive should already be predetermined to save time.
• Pre-payment using HQ’s link: Payment is one of the most time-consuming tasks during check-in. With HQ’s pre-payment link, payments can be processed before clients arrive.
• Pre-print paperwork: Cage cards should be pre-printed, and dog neck collars and masking tape for cat carriers should be prepared in advance.
• Sedation upon arrival: Administer sedation as soon as pets arrive at the clinic.

Example: The ASPCA Spay and Neuter Alliance protocol recommends that acepromazine and hydro be given immediately after the pet is examined and weighed. The pet is then placed in a crate to allow the sedation to take effect. This not only relaxes the animal but also ensures safer handling for staff.

✅ Pro Tip: By adopting HQ’s pre-appointment flow, you create a safer, faster, and less stressful experience for both clients and staff.

• To view a quick video, see here

Curbside check-in

• In high-volume settings, curbside service reduces risks by keeping animals safely in their vehicles.
• This gives staff more control and minimizes stress for both pets and owners until they are ready to be seen.

✅ Pro Tip: Curbside processes can improve safety while reducing lobby congestion.

Patient flow: streamlining your clinic’s day

• Patient Flow is an HQ system designed to speed up check-in, drug log management, medical notes, and client communication.
• It keeps the day organized by smoothly moving patients through each step, helping the clinic stay efficient and on track.

✅ Pro Tip: See the *Patient Flow section for detailed instructions on setup and best practices.