Here is a list of things to consider fixing:
1) Consider giving a phone to your individual centers. You don't need to empower them to make appointments, but you can definitely empower them to call patients if they don't show up to make sure that it is not because they were not able to find the location of the appointment center. And this way, when it is not Mountain Time working hours anymore (but sadly are still working hours for those poor sods in Arizona), patients can have a number they can call for directions when they can't find the place because someone with no sense of directions or sense of distance (. 3 miles is not the same as. 8 miles - and most drivers can judge this while driving) is responsible for creating the directions that you provide on the appointment form.
2) Also, do your clients a favor and allow online scheduling, cancelling and rescheduling of appointments. It is a waste of time to deal with your employees while they try to find you a spot. It takes, on average, 15 - 25 minutes to schedule an appointment. This is a ridiculous waste of time in this day and age where most people know how to work a computer. It is even more ridiculous because the service is not available 24-h a day (unlike the internet - which magically runs for 24 hours!). There is absolutely no excuse for making it so hard for your clients, especially when you KNOW that if they are delayed due to your poor directions, they will have to reschedule (since all appts are back to back, tightly squeezed in). And there won't be any available appointments for at least 2 months.
I have read this a lot online and I guess your company is the perfect example of a company that should not have offered groupon s when they lacked the infrastructure to provide appointments in a timely manner to their clients. Think twice before you offer a service that you cannot deliver.
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