Page 21 - Receptionist

What to do if we have delays:
It is absolutely CRITICAL that proper client communication is
done when we have a delay. If at all possible we call the client
BEFORE they arrive.

In EVERY SINGLE CASE WE INFORM THE CLIENT OF:

1. THE CAUSE OF THE DELAY
2. THE OPTIONS THEY HAVE
a. They can wait
b. They can reschedule
c. They can drop-off their patient and we will call
when done (get doctor, exec or manager approval
first).
This gives the client the CONTROL of what THEY would like us to
do. In almost every case they will understand why there is a
wait on not be upset. We are not dictating to them what they
HAVE to do.

This also gives the client the opportunity to KNOW WHY and
UNDERSTAND how the delay was not under our control. It is
totally okay to tell the client some details of why another
patient had an emergency and needed to be seen first. We
inform the client how we would do the same for their pet if it
was in the same situation. There is not HIPAA or privacy laws
that keep us being able to share this info. People appreciate the
info.

This communication sets us apart and “disarms” client from
complaining. It shows courtesy, care, and respect for their time.
It also shows that we have our patients as our top priority at all
time.

Drill/Quiz for “Appointment Delays:
1. What is defined as an appointment delay? How long?
2. What are some things that make delays UN-avoidable?
3. When we have an emergency:
a. What happens to all other appointments, drop-offs and surgeries while we stabilize the
emergency and present the treatment plan to the owner?
b. What do we do with the waiting “on-hold” clients during this time?
c. What do we do for the upcoming clients that may be delayed? Who does this?
4. What are examples of delays that are avoidable?
5. What do we do when appointments are delayed?
6. Why do we do it this way? What would happen if we did not?

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