Page 92 - Receptionist

How we handle the other appointments:

o ALL OTHERS WAIT: With emergencies all other appointments and surgeries all go “on-
hold”. We do NOT have enough scheduled support staff to be handling emergencies
AND regular appointments at the same time for one doctor.
o WATING CLIENTS ARE GIVEN OPTIONS: The staff joins to together to inform ALL waiting
client and upcoming appointments of this delay. The client is given options.
o UPCOMING CLIENTS ARE CALLED: ONLY Receptionists, Department Heads, or Execs (not
techs or TA’s) will use good judgment to call upcoming appointments that are likely to
be delayed. The doctor will give estimate of how long the delay may be. The doctor will
over-estimate. Clients will be offered options (longer wait, reschedule for later,
reschedule for another day if NOT sick or injured).
 Note: Good judgment on these calls are critical. For example, if a doctor is in
emergency surgery we may be forced to reschedule a vaccine appointment for
another day. An itchy dog appointment may need to be seen today regardless
because the pet is uncomfortable or painful.

Drill and Quiz for “Emergencies”:

1. What would happen if we did not have the procedure?
2. WHEN do we see emergencies?
3. When should you page “Tech Stat”? Should you wait 30 seconds?
4. On the PET only emergency, what would happen if you did not tell the client about the
emergency fee as you paged “Tech Stat”.
5. What could happen if the client left before talking to the doctor personally?
6. What could happen if we did not get FULL payment before the client leaves? What if they did
not sign the treatment plan?
7. What do we do with the other waiting or upcoming appointments? Who does this?

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