Page 31 - Receptionist

19008 – Appointment Making – DVM’s

Results Statement: DVM appointments are made at a time convenient to the client and for the
appropriate length of time. The appointment date and time is best for the pet,
client, hospital and doctor. The client is satisfied with the appointment and
shows up on time.

Responsible Positon: Receptionist

EXISTING Client:

1. Ask: “May I have your name and your pet’s name?”

2. Ask: “What will be seeing ____ for?”…….”One moment please while I pull
up his/her record.”
a. Pull up record look to see if it needs to be seen by a particular
doctor
b. Ask: “Do you have a doctor preference?”
c. Ask: “Do you have medical insurance for Fluffy? No. We can
discuss it more during your visit.” List whether or not they have pet
insurance on the appointment window in AVImark.

Note: There are only a few cases that need to be seen by a particular doctor.
When uncertain ask a tech or doctor. It is very obvious TO THE RECEPTIONIST
when a patient needs to see a certain doctor. These include:
 CLIENTS will request that doctor or
 There is a scheduled follow-up from a previous illness or injury.

Techs and doctors do NOT decide that the client has a preference later. For
example, one particular doctor has seen that pet more often. This does NOT
give the Dr./Tech team the authority to change the doctor appointment or
drop-off doctor.

- OR -

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