Page 122 - Receptionist

19064 – Late Clients

Results Statement: To assure we maintain 100% customer satisfaction for all clients
by assure we stay on time for our “on-time” clients while ALSO
giving appropriate options to our clients who are late by 10
minutes or more.

Primary Responsible Position: Receptionist

Definition of “Late”: Client arrives in front door 10 minutes or more after the
scheduled appointment time. This does NOT include those
instances where we improperly scheduled or confirmed this
appointment.

What to Do:

 Receptionist calls all clients who are late for their scheduled appointment time by 10 minutes or
more: They create Follow-Up in AVImakr for this call. See AVImark procedure under “Follow-
Ups” in the Hospital Policies.
 Late for Grooming Appointment
o Ask the groomer if they can still take the pet and keep all other grooms on time.
o If yes: Inform the late client we can take them but there will be no promised time for
completion of the groom.
o If no: Inform the client we will need to reschedule the groom. Find the most
appropriate time.
o If client is upset refer them to management immediately.
o Add a follow-up and post to the patient record with a date/time stamp
 Late for DVM Appointment: Inform the client OUR RECORDS show we had them scheduled for
(appointment time). Inform the client they have the following options:
o First see if we have an available appointment to move them to now. It could be with
another available doctor. This time would be set in a way that the client does not have
to leave AND we can keep all other clients on time too.
o Offer these FOUR potential options:
1. Emergency: We can see their pet NOW as an emergency (emergency exam fee
applies)
2. Urgent Care: We can fit them into our regular appointment schedule although
we don’t know how long their wait may be (urgent care fee applies).
3. Reschedule: We can find a new time and/or date that works for all.
4. Drop-Off: They can drop off their pet for the care if before 10:30 AM. If after
10:30 AM the doctor can approve a drop-off if it works.

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