Page 173 - Receptionist

19104 – Urgent Care Visits

Result Statement: To assure that clients and pets that need us, even when we don’t have
immediately available appointments, are seen in a way that both is appropriate
for the pet and satisfies the client. We do this by giving the client several
options. They choose. We do this while keeping our SCHEDULED appointments
on time.

Primary Responsible Positon: Receptionist

Definition of URGENT: Often times a client calls or walks in with a pet that is NOT in an
emergency situation, BUT it still needs to be seen today within a time
we are already booked. This most often happens in an afternoon or
evening we are fully booked but a client has a NON-critical sick or hurt
pet.

When is it URGENT: By definition a pet that NEEDS to be seen TODAY even when are booked
would be considered “URGENT”. In some cases, it is urgent for the
client but not for the pet. We treat it the same in both cases.

What we do: First, we tell the client we would be happy to take care of their pet.
That’s why we are here! We let the client know that we are booked
with clients that scheduled earlier. We will need to see those clients on
time.

Second, we tell the client that if they need to see a doctor immediately
we can make their visit and emergency and follow the “Emergencies”
procedure. There will be an additional cost for this.

Third, we offer to see client IN BETWEEN or AFTER our scheduled
appointments. We will fit them in when the doctor has time. There will
be wait. We don’t know how long, but we will keep them informed. IF
THEIR VISIT STARTS AFTER CLOSING TIME WE CHARGE IT AS AN
“Exam/Consult – Urgent starting after hrs”.

Urgent vs. Emergency: These types of visits can be the most confusing when deciding if it is an
emergency or an urgent care. The basic thing to remember on urgent
care visits are that it’s NOT an emergency but we need to see the pet
TODAY…..AND we do not have enough available appointment time.

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