A scheduled appointment represents the point where a potential client moves from gathering information to taking action. Appointment rates are often influenced by how efficiently a center identifies urgency, prioritizes clients, and guides conversations toward a clear next step.
The following checklist is organized from highest to lowest impact, while also considering ease of implementation. Centers looking for the biggest return on their time should focus on the items near the top of the list first.
Not all clients require the same level of urgency. One of the most effective ways to increase appointment rates is to identify AM/AD clients early and prioritize them throughout the scheduling process.
Research from the PLMEC found that centers that identify and prioritize AM/AD clients see 2X more appointment rates compared to centers that treat all inquiries the same.
Use early conversation questions to better understand intent and urgency. A simple conversation flow can help. Here are a few question examples:
1. Have you already had a positive pregnancy test at home?
2. What was the first day of your last menstrual period (LMP)?
3. How do you feel about the possibility of being pregnant?
Clients who express uncertainty, concern, fear, or a desire to terminate should generally be prioritized for faster follow-up and earlier appointment availability.
Once pregnancy status and intent have been established, explain the importance of an ultrasound and how it can provide clarity about the pregnancy. This can be an effective way to encourage appointment scheduling.
AM/AD clients are often making time-sensitive decisions. The sooner they are identified and connected with support, the more likely they are to schedule an appointment.
Even the best conversation cannot result in an appointment if there is no timely appointment available.
Creating room for urgent appointments helps ensure high-priority clients receive support while they are actively seeking it.
The goal of a conversation is not to answer every question before the appointment. The goal is to build enough trust that the client feels comfortable taking the next step.
Many of the most important conversations happen inside the center, not over text.
When conversations stay focused on building trust and creating a clear path forward, clients are more likely to schedule and attend appointments.
Remember, the goal is not simply to keep someone texting. The goal is to help them take the next step toward receiving care and support.
Every unscheduled conversation creates an opportunity to learn.
Small process improvements can often create significant gains over time.