Page 175 - Receptionist

Example cases:

A client calls at 6 PM and needs to be seen TONIGHT:
1. We are fully booked for the rest of the evening. This patient will START after hours. – the
patient needs to be seen as an emergency.
2. We have at least one 10 minute slot available in AVImark – The patient can be seen as an
URGENT care if we can finish before close AND they need to COME IN NOW! This allows us
to see the pet as soon as the doctor can. It is critical that the owner know that we are
working them in and there will be wait.
3. We have at least one 10 minute slot available in AVImark AND the patient appears to be
CRITICAL (cannot stand, cannot breath, seizure, etc). We will have a tech triage the patient
to determine if it needs to be seen as an emergency or urgent care. There may need to be
very blunt communication to the owner that their pet is in an emergency situation and must
be seen NOW. The client needs to be told how much the emergency exam fee is.

Three Examples of Good Judgment Calls:

1. It’s 7:55 PM. A patient who had a spay here earlier that day has went home and
chewed out the sutures. The owner called and said there is “stuff” hanging out
of the incision. WE SEE THIS PATIENT. See procedure “complications in care” to
determine potential client fees.
2. It’s 7:55 PM. It’s been a very busy day and we are not caught up. A new client
calls. Their 14-year old cat with diabetes for the last year has been getting
worse the last few days. Tonight when they got home it cannot stand. WE
RECOMMEND THEY GO STRAIGHT TO THE E-CLINIC. We tell the staff and client
the reason: It will almost certainly need a lot of tests AND hospitalization. It will
be better for the patient and client to do this process at one hospital instead of
two. We inform the client AND staff of this reason
3. It’s 7:40 PM. It’s been a busy day and we are basically caught up. One of our
existing clients calls. Their dog who we have not seen in two years is vomiting
and extremely weak. WE WILL SEE THE PET. THERE WILL BE AN EMERGENCY
FEE. If they arrive after hours they will have an after-hours emergency fee.
They will NOT have both fees. They may still need to be transferred to the e-
clinic after the doctor exam and diagnostic/treatment plan.

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