How Do I Say...? When clients can’t see their favorite doctors

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Q With 30 years of experience and a great bedside manner, our practice owner has loyal—yet sometimes demanding—clients. Our client service team struggles with what to tell clients when their favorite doctor isn’t available for 2 or more weeks. What should we say?

A Saying, “Sorry, the doctor can’t see your pet for 2 weeks,” could disappoint clients and delay patients’ medical care. Although the right words will improve the client experience, you also need to consider strategic scheduling techniques. Follow these 7 tips:

1. Assess patient urgency.

Before blurting out that Dr Favorite isn’t available, ask, “What is the reason for [pet name]’s visit?” A patient with vomiting and diarrhea for 3 days should be seen today, whereas a wellness appointment can be booked a week or more out.

2. Explain what you can do.

Rather than risk a negative conversation, express empathy and share options for care. For a sick patient, say, “Based on [pet name]’s symptoms, a veterinarian needs to examine your pet today. Although Dr Favorite has a full schedule today, Dr Next has urgent care appointments available at [time 1] and [time 2]. Which do you prefer so we can help [pet name] feel better?”

If the client requests Dr Favorite for a wellness appointment, offer the option of seeing the requested veterinarian or another doctor. Say, “Dr Favorite’s next available wellness appointment is [date, time 1], or Dr Next can see your pet sooner on [date, time 2]. Which do you prefer?”

3. Maintain a compassionate, understanding tone.

Use empathetic statements, such as “I understand that you want [pet name] to feel better. Let’s see what options we have.”

4. Preblock urgent care slots for same-day appointments.

Each veterinarian should have 4 to 6 urgent care slots reserved in their daily outpatient schedules. Most practices have higher sick patient demands on Mondays because they were closed over the weekend, Fridays because clients had sick pets earlier in the week but took a wait-and-see approach, and Saturdays when clients may be off work. Preblock 6 urgent care appointments on Mondays, Fridays, and Saturdays, while you should have 4 slots on Tuesdays, Wednesdays, and Thursdays. Stagger urgent care blocks by 1 hour in multidoctor hospitals to avoid traffic jams in the treatment area, laboratory, and radiography when several patients need workups (Table).

Table. Six urgent care blocks with 2 outpatient doctors

Urgent care is reserved for same-day appointments—don’t be tempted to steal slots from the next day’s schedule or you won’t have any urgent care slots available tomorrow. Book the next available sick patient appointment and encourage clients to call tomorrow as soon as you open about urgent care appointments. You can say, “Let’s schedule [pet name] for the next available appointment on [date, time]. We also reserve several urgent care slots for same-day appointments and fill them on a first-come, first-serve basis. Call us tomorrow morning as soon as we open at [time] to check on availability.”

5. Maintain a wait-list.

Book the next available appointment but also offer to place the client on a wait-list. For example, for a client who has a pet with a possible ear infection, say, “Let’s schedule [pet name]’s appointment this week for [date, time]. I will also add you to our wait-list in case we have a cancellation and can see your pet sooner. Is [cell number] the best number to contact you if an earlier appointment becomes available?”

6. Be strategic if you double-book patients.

Avoid saying you can “squeeze” the patient into the schedule. Check with the veterinarian before making promises. If the doctor agrees, have the client arrive when other wellness appointments are scheduled. Checkups are shorter and more predictable appointments.

Have the client complete an online history form so the doctor can zero in on the chief complaint and ask follow-up questions. Explain this by saying, “Although the doctor’s schedule is full today, I explained your pet’s symptoms and they asked for you to arrive at [time] and wait to be seen. I will text/email you an online form to complete now so [Dr Name] can review it before you arrive. You also may want to bring a book or tablet with headphones while you wait. Are you able to be here at [time]?”

The doctor may be able to examine the pet between 2 wellness appointments, explain needed diagnostics to the client, and have the inpatient technician team begin workups. The client will wait in the lobby while the inpatient team performs diagnostics and the doctor continues seeing appointments. Once the results are ready, the doctor will review them with the waiting client between other appointments. Charge the client for an urgent care exam for this work-in appointment.

7. Forward book progress exams and wellness appointments.

If a veterinarian sees a patient today that requires follow-up care, book it now to ensure appointment availability and continuity of care. Whether checking out in the exam room or at the front desk, say, “[Dr Name] will need to see [pet name] for a progress exam in 10 days on [date]. Do you prefer [time 1] or [time 2]?” Use the term “progress exam” to communicate you are moving forward to resolve the health issue. Never say “recheck,” which clients may misinterpret as optional or free care.

If clients want the same veterinarian for wellness appointments, forward book them when the next care will be due 6 or 12 months from today. Compare the preappointment strategy to that of dentists, which clients already understand. Use the yes-or-yes technique and say, “Just as your dentist has you schedule your next appointment at checkout, we do the same to proactively manage your pet’s health. By scheduling today, you will get your first choice of doctor, day, and time. Do you prefer to see [Dr Name] at [date, time 1] or [date, time 2]?”

Setting clear expectations with clients and implementing proactive scheduling strategies will help your team provide timely care with their favorite providers.

Need a script for a client conversation? Submit your scenario to info@ csvets.com for consideration in future columns.

Wendy S. Myers, CVJ, is best known as the “Queen of Scripts.” She knows that the right words will lead clients to accept your medical advice, driving patient and practice health. As founder of Communication Solutions for Veterinarians, Myers teaches practical skills through online courses, conferences, and onsite consulting. Myers’ experience as a partner in a specialty and emergency hospital helped her understand issues that owners and managers face. Learn how Myers can train your team at csvetscourses.com.