Page 91 - Receptionist

3. Client signs a full treatment plan recommended by doctor and pays the FULL
AMOUNT of treatment plan as a deposit BEFORE leaving. Certain exceptions to this
deposit will be made by doctors and management only.

Which Doctor? Below is a basic guideline of which doctor would be best to see the
individual pet emergency. It is a form of triaging of which doctor should
handle the case.

GUIDELINE: In numerical order starting with the MOST likely doctor to
take the case to the least likely doctor. For example: If one doctor is on
the phone (#4) and the other is in an exam room (#5), the doctor on the
phone politely hangs up and takes the case.

1. Doctor completely caught up and NOT leaving for lunch or end-of-
shift within 30 minutes.
2. Doctor only working on medical records
3. Doctor standing in treatment room
4. Doctor is on the phone.
5. Doctor is in an exam room.
6. Doctor is in surgery.

NOTE: It is understood that there can be exceptions using good
judgment. We always keep the priorities in line with:
1. Pets’ health staying the highest priority and
2. Client service staying #2.
3. Doctor’s convenience or preference is a DISTANT third

Emerg. Surgeries when Open:
Reschedule other clients?
 Whenever emergency surgery will delay other clients, receptionists
must be informed call to re-schedule those appointments.
 Those receptionists will explain to the reason for the re-scheduling or
delays.
 It’s easier to re-schedule existing clients than new clients. You will want
to be more creative and accommodating to get new clients seen.
 We can offer clients incentives such as free bath or NT as a thank you.

Block-Offs:
 Block off time in the schedule to allow the DVM and their team to
devote themselves to the patient needing the surgery.

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