Page 18 - Receptionist
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19004.1 – Appointment Delays
Results Statement: As part of our core values of “planning” and “professionalism” we make
a promise to our clients that will not have to wait. This creates more
value for our clients and makes us much more unique than other vets!
This can happen because as team members following policies we show
up to work on time and “plan” for those appointments LONG BEFORE
THEY ARRIVE.
Primary Responsible Position: Associate DVM’s
Participating Positions: Reception, Techs, TA’s
Definition: Delayed appointments are defined as any client not being seen within 5
minutes of their scheduled time.
UN-avoidable Delays: Occasionally there are valid reasons why appointment delays are
inevitable. The ONLY reasons there should be a delay (more than 5
minutes beyond scheduled start) are:
1. We had an earlier emergency
2. Urgent cares must wait
3. We had a more critical pet
4. the client arrives late.
Any reason OTHER THAN the above is due to our lack in planning or
managing or client and patient flow: See next page
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