Page 24 - Receptionist

“ADVANCED” Doctor Appointments: Unexpected things happen that could cause us to not be able to
see the next scheduled appointment within 5 minutes of
scheduled time.

Tech, TA, or DVM:
1. Inform the client:
a. The reason that the appointment has become advanced.
Example of what to say:

“It looks like we are needing to do a few more things for (pet name) than we had planned and scheduled
for today. In order to keep our other appointments on time today we will need to have (pet name)
dropped off for the services and we will call you when he/she is ready.

You are also welcome to wait up front (will be wait) OR schedule these services for another day (if not
critical and owner will still for sure do them). What is best for you?”

b. OVERESTIMATE how long you think it will be. Double the length of
time you think it will take.
c. We will continue to work on their pet while still seeing next
appointment on time
d. They will need to wait in another exam room or in our reception
area.
2. Tech or TA moves the client to another exam room, reception area, gets
documentation needed for drop off.
3. Tech, TA, and doctor keeps client informed every 5-10 minutes while they
wait.

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