Page 19 - Receptionist

EMERGENCIES: within up to four hours prior to current time. See “Emergencies” procedure
o ALL OTHERS WAIT: With emergencies all other appointments and surgeries all go “on-
hold”. We do NOT have enough scheduled support staff to be handling emergencies
AND regular appointments at the same time for one doctor.
o WATING CLIENTS ARE GIVEN OPTIONS: The staff joins to together to inform ALL waiting
client and upcoming appointments of this delay. The client is given options.
o UPCOMING CLIENTS ARE CALLED: ONLY Receptionists, Department Heads, or Execs (not
techs or TA’s) will use good judgment to call upcoming appointments that are likely to
be delayed. The doctor will give estimate of how long the delay may be. The doctor will
over-estimate. Clients will be offered options (longer wait, reschedule for later,
reschedule for another day if NOT sick or injured).
 Note: Good judgment on these calls are critical. For example, if a doctor is in
emergency surgery we may be forced to reschedule a vaccine appointment for
another day. An itchy dog appointment may need to be seen today regardless
because the pet is uncomfortable or painful.
MORE CRITICAL PATIENT:
o This is a priority/triage over the appointment (critical ICU patient, in-hospital
emergency)

URGENT CARE: See “Urgent Cares” procedure
o In this case ALL “regular” appointments are seen on time. The urgent care is the only
delay client/patient with a wait.
CLIENT ARRIVES LATE:
o If the client arrives late and we feel there is a possibility that we cannot finish in time to
start the next appointment on time:
 We POLITELY offer to work them in while the other appointments are seen on
time……OR….
 They can reschedule for the next available time...OR…
 They may be able to drop off.

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