Page 94 - Receptionist

What to do on emergencies with NO DOCTOR:

1. Before 8 AM:
a. Page a technician to come take the patient to the back and monitor.
b. Immediately call the appointment doctor that is scheduled to arrive at 8AM on that
doctor’s cell phone number.
i. If not reached leave a voice mail.
ii. Call the surgery doctor or any other doctor scheduled for that same day.
iii. The doctor WILL call back before they get here.
c. Communicate very clearly with the client on the following:
i. We do not have a doctor in the building at this time but are calling our doctors
to get an estimated time they can be here AND anything that can be done for
their as the doctor directs us by phone.
ii. If we are unable to immediately reach our doctors the client has the option of
taking them directly to the emergency clinic where they are open with doctors
on staff. They can also wait until our doctor calls back.

2. On lunch or during doctor meetings out of office:
a. Same as above but:
i. Call the doctor who is next scheduled for appointments. That doctor WILL have
his/her phone available and cut their lunch short to return here and treat the
patient.
ii. Keep in mind that the doctor may not be able to immediately answer their
phone but should be able to call back within less than 5 minutes.
iii. Tell the client what you are calling the doctor to get them back to the clinic
ASAP.
iv. The emergency clinic is NOT open but the client always have the option of going
to the closest clinic to us which is Stonebriar Vet 1 ½ miles south on Legacy. We
want whatever is best for the patient, regardless of which clinic.

Drill/Quiz on “Emergencies with NO DOCTOR”:

1. Why do we have the procedure? What might happen if we did not?
2. Explain what YOU would do and say in your position when this happens:
a. Before 8 AM
b. During doctor lunches or doctor meetings held outside the building

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