Scheduling tool aims to improve the customer experience

By Indi Fillery

Marketing & Communications Coordinator

At Therapy Focus, we’re always looking for ways to improve the customer experience and the way we do things. Earlier this year, a new Customer Experience Team was established to handle customer enquiries, schedule appointments, and oversee the day-to-day running of our offices.

Within our Customer Experience Team, we employ a number of Schedulers, whose role it is to coordinate appointments with our customers, therapists and other stakeholders, such as schools. Finding times in busy schedules can be challenging, so we use a program called the Scheduling Tool. The tool allows Schedulers to plan multiple appointments at one time and send them to customers, who can confirm or decline.

Our Schedulers have been working with therapists and customers to ensure we have up-to-date information about customer availability and preferred appointment times. Having this information allows us to match customer preferences with therapist availability and school access (if required). We also strive to book appointments with customers based on location to reduce travel costs and our geographical footprint.

This September, customers will receive a text message or email that lists scheduled appointments from 11 October to 23 December 2021. These appointments can be either accepted or declined using the link provided.

If an appointment that is not suitable is declined, a member of our team will contact the customer to find a suitable alternative.

Sometimes we deliver therapy in schools. In these instances, the school and parents/guardians will receive an appointment request before the new school term commences. Schools are then able to let us know if the appointments are suitable. Similarly, to other appointment requests, school appointment requests accommodate both teacher and therapist availability.

As with any new system, it may take some time for both staff and customers to get used to the new way we schedule appointments. During this change, we will be checking in with customers and stakeholders regularly to ensure you have received information and answer any questions.

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You can also provide feedback at any time by completing a feedback form online, calling us on 1300 135 373 or emailing [email protected]