Best practices: Pre-Visit Instructions
How to write appointment instructions in Vello that reduce no-shows, prepare clients, and improve the in-clinic experience.
Why Pre-Visit Instructions Matter
A well-written pre-visit instruction is one of the highest-impact things a veterinary practice can do. It prepares the pet and the owner before they walk through the door, reducing last-minute confusion, preventing costly complications, and setting the tone for a smooth appointment.
Analysis of over 15,000 real clinic instructions in Vello reveals a clear pattern: practices that include specific, actionable guidance in their reminders see fewer same-day cancellations, fewer rushed check-ins, and fewer phone calls asking questions the reminder could have answered.
This guide walks through best practices for writing effective instructions, organized by appointment type and risk tier so you can configure Vello's reminder templates with confidence.
Best Practices for Pre-Visit Instructions
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Be specific, not general.
- "No food after 10:00 PM" is far more effective than "fast your pet." Clients interpret vague instructions loosely or may not understand medical jargon. Specific times, amounts, and conditions leave no room for guesswork. If water is allowed, say so explicitly. Clients often over-restrict out of caution, which can create problems of its own.
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Always explain the "why."
- Clients are more likely to follow instructions they understand. "A full stomach can obscure the ultrasound image" is more persuasive than "skip breakfast." Brief explanations make messages stick.
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Lead with the most critical requirement.
- Put the most important instructions (the NPO cutoff, the arrival time, the item to bring) in the first sentence. Clients skim SMS messages. If it's buried in paragraph three, there's a good chance it's missed.
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Cover logistics alongside clinical prep.
- Drop-off windows, parking, leash and carrier requirements, and what to bring belong in the reminder just as much as fasting instructions. A client who shows up late because they couldn't find the entrance can be just as disruptive as one who fed their pet before surgery.
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Always include a cancellation policy.
- Cancellation policy is the most consistently missing element in pre-visit instructions, across every appointment type. High-value slots like surgery, dentals, and therapy are especially hard to backfill. Include the policy in every reminder.
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Set the right tone for the appointment type.
- A surgery reminder should be thorough and reassuring since owners are often anxious. A wellness reminder can be warm and casual. A new client reminder is an onboarding experience. Match the tone to what the client is feeling going into that visit.
The Four-Tier Framework
| Tier | Appointment Types | Primary Need | Key Instruction Elements |
|---|---|---|---|
| High-Stakes | Surgery, Dental, Sedation, Declaw | Anesthesia safety | NPO cutoff + water OK, drop-off window, consent form, cancellation policy, meds to hold/continue |
| Prep-Sensitive | Ultrasound, Radiology, Heartworm Treatment, Drop-Off | Fasting or prep required | Fasting reason explained, water still OK, bathroom before drop-off, sedation possibility |
| Routine | Wellness, Vaccines, Recheck, Lab Work, Tech Appointments | Standard care | Fecal sample prompt, leash/carrier, clarify if tech visit, cancellation policy, meds/questions to bring |
| Specialty & Logistics | New Client, Boarding, Grooming, Therapy/Rehab, Health Certificate | Coordination & logistics | What to bring, drop-off/pickup hours, vaccination proof, forms to complete, cancellation policy |
Sample Pre-Visit Instruction Templates
Templates are organized by appointment tier. All [PLACEHOLDERS] should be replaced with your practice-specific details before the template goes live.
High-Stakes — Anesthesia Procedures
These appointments carry the highest safety requirements and the highest client anxiety. Be thorough, specific, and reassuring.
| Surgery Reminder |
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| To keep your pet safe under anesthesia, please do not give food or treats after [NPO Time, e.g., 10:00 PM] the night before. Water is completely fine until you leave the house. Plan to arrive between [Drop-Off Window, e.g., 7:30–8:00 AM] and allow about 15 minutes for check-in and surgical consent forms. Please bring a list of any current medications so we can review what to continue or hold. We'll call or text you with updates throughout the day and again when your pet is ready to head home. If you have any questions before your appointment, please don't hesitate to call us at [Phone Number]. [Cancellation Policy goes here] |
| Dental Reminder |
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| To prepare your pet for their dental procedure, please do not give food or treats after [NPO Time, e.g., midnight] the night before. Water is fine until you leave the house. Drop-off is between [Drop-Off Window, e.g., 8:00–8:30 AM]. Please arrive on time as late arrivals can affect our surgical schedule. Allow about 15 minutes at check-in for consent forms. Pre-anesthetic bloodwork is required and will be reviewed before the procedure is cleared to begin. Please bring any current medications. We'll call or text you with a dental update once we've had a chance to assess your pet's mouth, and again when your pet is ready to go home. [Cancellation Policy goes here] |
Prep-Sensitive — Fasting or Prep Required
Clients tend to over-restrict when instructions are vague. Always explain why fasting or prep is needed, confirm that water is allowed, and address sedation as a possibility.
| Ultrasound Reminder |
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| Please skip your pet's breakfast the morning of their appointment. A full stomach can obscure the ultrasound image and make it harder to get accurate results. Water is fine. If possible, let your pet use the bathroom before you come inside our clinic. Depending on what we find on the ultrasound, your pet may need to stay with us for part of the day. We'll call as soon as they're ready to be picked up and again when we have results to share. Please note that sedation is sometimes needed to get the best images. We'll let you know if that becomes necessary. [Cancellation Policy goes here] |
| Radiology Reminder |
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| Please skip your pet's breakfast the morning of their appointment. Fasting helps us get the clearest possible images and ensures we're prepared if sedation becomes necessary. Water is fine. We'll be in touch as soon as we have results if not available during the appointment. [Cancellation Policy goes here] |
| Drop-Off Reminder |
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| Just a reminder that your pet's appointment is a drop-off appointment. This means they'll stay with us while we work them into our schedule, and you're welcome to head out and go about your day. [Include any specific prep instructions here, e.g., fasting, medications.] Please plan to drop off between [Drop-Off Window]. We'll call you when your pet is ready for pickup, which is typically until [Pickup Time]. If your plans change, please call us at [Phone Number]. [Cancellation Policy goes here] |
Routine — Standard Care
Routine appointments have the highest volume and the lowest prep requirements, but also the greatest opportunity to add value — especially around fecal sample collection, which only 33–43% of practices currently include in reminders.
| Wellness Reminder |
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| We're looking forward to seeing you for your pet's wellness appointment! Please bring a fresh fecal sample (about a tablespoon in a sealed bag or container) so we can check for intestinal parasites. It's also a good idea to bring a list of current medications or any questions you've been saving for the doctor. Please ensure all dogs are on a leash, and all cats or exotics are in a carrier. [Cancellation Policy goes here] |
| Technician Appointment Reminder |
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| Please note your pet's appointment is with one of our technicians, not a veterinarian. If there's a medical concern you'd also like the doctor to review, please call us ahead of time. We'll make sure there's time built into your appointment or reschedule if needed. [Add any specific prep here, e.g., fecal sample, fasting if blood draw.] Please ensure all dogs are on a leash, and all cats or exotics are in a carrier. [Cancellation Policy goes here] |
| Recheck Reminder |
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| Please bring a list of any medications your pet is currently taking, including anything prescribed at the last visit. If you've noticed any changes since we last saw them, feel free to jot down some notes ahead of time — it's always helpful for the doctor. [Cancellation Policy goes here] |
| Lab Work Reminder |
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| Please fast your pet starting at [NPO Time] — no food until after the appointment. Water is fine. If your appointment includes a fecal test, please bring a fresh sample collected within 24 hours. If a urine sample is needed, please bring one with you or discourage your pet from urinating for 1–2 hours before arrival. [Cancellation Policy goes here] |
Specialty & Logistics
These appointment types require the most coordination. Instructions should be comprehensive and may be longer than standard reminders. Clients appreciate getting all the details upfront.
| New Client Reminder |
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| Welcome to [Practice Name]! We're so excited to meet your pet and get to know your family. To help us get started on the right foot, please plan to arrive about [# Minutes, e.g., 15] minutes early to complete new client paperwork. If you can, please bring:
If you've already completed our new client form online, thank you — check-in will be a breeze! Please ensure all dogs are on a leash, and all cats or exotics are in a carrier. [Cancellation Policy] |
| Boarding / Daycare Reminder |
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| We're so excited for your pet's stay with us! Please bring:
Drop-off hours: [Drop-Off Hours]. Pickup hours: [Pickup Hours]. Please make sure current vaccine records are on file before your check-in date or they will be completed at additional cost the first day of your pet's stay. [Cancellation Policy goes here] |
| Grooming Reminder |
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| We're looking forward to seeing you and your pet! Please plan to drop off between [Drop-Off Window]. Pickup is estimated at [Pickup Time], though we'll call or text you as soon as they're ready. [If sedation grooming:] Because your pet is scheduled for a sedation groom, please fast them starting at [NPO Time] — no food until after their appointment. Water is fine. If you have a preferred style or any inspiration photos to share, feel free to reply here or bring them at drop-off. If there are any areas your pet is sensitive about, please let us know in advance! [Cancellation Policy goes here] |
| Therapy / Rehab Reminder |
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Please arrive a few minutes early if your pet needs a little extra time getting in and out of the car. We want to make sure you're not rushed.
[If laser therapy:] We'll provide protective eyewear for your pet during the procedure. Our therapy and rehab slots are in high demand. If you need to cancel or reschedule, please give us [amount of time] notice so we can offer the time to another patient. [Cancellation Policy goes here] |
| Health Certificate Reminder |
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To prepare for your pet's health certificate appointment, please have the following ready in advance:
[If international travel:] International certificates may require USDA endorsement, which can add 2–5 business days to processing. Please plan accordingly. If you have any questions about requirements for your specific destination or airline, please call us at [Phone Number] before your appointment. [Cancellation Policy goes here] |
Questions about setting up pre-visit instructions in Vello? Reach out to customer success at softwaresuccess@idexx.com or visit the Vello Knowledge Center for support.