Page 197 - Receptionist

19116 – Walk-Ins

Results Statement: To assure clients that walk-in without a prior scheduled
appointment is properly served and completely satisfies, even if
we do not have appointments available. The walk-in pet gets
the proper care needed.

Hint/Tip: At the end of the walk-in you can politely tell this
client, “Give us a call next time, and we can get you right in
without a wait.”

Primary Responsible Position: Receptionist

1. First ask the client, “How we can help you?”
2. If this IS in an emergency:
o Page “Tech to reception STAT please……..Tech to reception STAT” IMMEDIATELY.
o See the procedure “Emergencies”.
3. If it IS NOT an emergency:
o If there IS an appropriate appointment length available now:
 Automatically schedule an appointment and get the patient in to be seen.
 See procedure “Appointment Making – DVM’s”
o If there IS NOT an appropriate appointment length available now: Offer the client
the following options. The client gets to CHOOSE. This makes them happy:
 Offer an emergency appointment. Let the client know that we can see the
patient immediately and inform them of the emergency fee cost. If the
client ARRIVES AFTER CLOSING TIME let the client know that there will be an
after-hours emergency fee.
 Offer an urgent care. Let the client know that we can fit them in for the
urgent care fee, but there WILL BE WAIT and there may be clients with
scheduled appoints arriving later that will be seen BEFORE them.
 Offer a drop off. Inform the client that it may be a while before the patient
is to be seen, because the doctor will see your pet in-between
appointments. This may not be a useable option if they can drop off before
10:30 AM.
 Schedule a regular appointment convenient for them. This appointment
could be for the following day or later today if available.
o If the client walks-in for a tech appointment AND there is NO available tech or TA:
The client gets to CHOOSE:
 Tell them there will be a bit of a wait. Tell them why and how long to
expect (OVER-estimate). Offer them something to drink.
 If the client does not want to wait, you can offer for the patient to be
dropped off. We will need to make sure vaccines are current to stay in the
hospital (see separate procedure on vaccine guideline.
 If these options do not work, you can schedule an available appointment or
offer to give the client a call when the schedule clears up.

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