I know I’ve hit this hot button before. But it never fails to relieve my stress to tell tales of waiting game frustrations in vet medicine—on both sides of the sitting-in-the-waiting-room-waiting-impatiently-to-be-seen dilemma.
Last week’s notable case was a new client. He came in 15 minutes late. He had already been bypassed by an early emergency. Then he was bypassed by a euthanasia (they get dibs on my time). He’s waited all of fifteen minutes when he suddenly announced his impending departure, punctuated by the dreaded words, “…and I’m never coming back!”
Though he’d been informed of the emergency and euthanasia’s necessary precedence, he didn’t like it, apparently. Everyone’s free to have his say but sheesh—over a measly little fifteen minutes?!
Sometimes it’s all for the best when a new client decides he or she doesn’t like our style. But still, I don’t think he’s going to do any better than fifteen minutes in most places—and he’s really missing out if time is his issue—I’m a chronic on-time vet. Oh, and I’m a good tipper and have great handwriting, too. So much for all the doctor stereotypes.
Today I called my podatrist for a very painful foot condition (getting worse by the hour) and was told I’d have to wait ‘till Monday. My boyfriend can’t get in to see his orthopedist until April. When we show (on time) for our appointments, I'm sure we'll be sitting for well over an hour before being seen. And some of my clients still have the nerve to complain about fifteen minutes. Now, really!
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I don't think you lost anything. If you had explained the situation to him and he was still that impatient he was not worth your time.
Regenia February 19th, 2008 05:39:00 PM
I don't think you've lost anything either!
As long as my pet is not in undue distress, my reaction is always - "I don't mind waiting at all. I hope that you will give me and my companion animal the same regard/priority if needed." I usually try to tell the staff that when I get a chance, just in case they're worried about what I think.
I think it's a sign of veterinary integrity to handle emergency cases as emergencies -- I mean, how can a client expect an emergency to wait?!!
That said, I often try to schedule to be the first appointment of the morning so that there isn't a chance of delay.
Jeannie February 19th, 2008 06:26:00 PM
Well, that is why I prefer to schedule vet appointments in the middle of the week (they seem to be more clear then, thus staying more on time) and blocking my calendar for more time than the actual vet visit.
That why, if they are late (which doesn't happen much, but does happen on occasion) I'm less pressured, and if they are on time, like they are most of the time, I've got extra time for myself :)
Xslf February 19th, 2008 06:29:00 PM
You haven't lost a thing with that one.
The only trouble I have when a pet has to be put to sleep at our vet and I happen to be there is that after you see the owners going into the room (it's a small facility), and they're crying and everyone else figures out what's going on, and those of us in the waiting room are hugging our pets and crying for them and well, it becomes a big sodden sad mess.
It's very rare that my vet runs late (they schedule things very, very well) but I would never EVER get mad about an emergency case that came in.
Cindy February 19th, 2008 06:32:00 PM
I wish my vet were only 15 minutes late....I think they always overschedule. But I know I am one that probably makes their appointment longer as I ask questions.
Jenny February 19th, 2008 06:44:00 PM
What a nightmare person! I feel so sorry for his animal. It was definitely his loss and one less headache for you to deal with.
I love to hear you're a good tipper! That says so much about a person. You never disappoint me. :)
Pam Holt February 19th, 2008 07:15:00 PM
Unless my pet was really hurting I don't really mind waiting. My dog has a great time in the waiting room. (and is oblivious to the fact she is about to be violated in horrible horrible ways by vet techs with outdated thermometers or worse)
Half the time someone else in the room has had the exact same issue with their dogs I'm in there for, so it's kinda old news by the time I see the vet. It seems like it would be rude to just get up and go home from the waiting room though. Plus, there are a size-able number of pet owners that are just plain batshit crazy, so I always want to get the vet confirmation anyways.
Larry February 19th, 2008 07:20:00 PM
I know I can be pretty tough on vets and have high expectations, but there are two areas in which I will always take up for vets, and that is on cost and waiting time.
Far too many consumers complain about cost and wait times. The place where I currenty go gets their share of critical comments on opinion sites about their cost and waiting times, and I come to their defense. Yes, it's true -- the majority of the time, I'm on time for the appointment, and I still have to wait a half hour, sometimes more. Yes, its true, I go dizzy when I see the bill.
I don't care about either of those things as long as the quality is high I mean, I care a little, but I have learned the hard way that quality is the only thing that matters, and my priorities are straight and in clear order. And I do believe I have good quality where I go. I could be naiive, but I have good objective reasons to believe this.
When I hear a veterinary consumer complain about cost or having to wait, I tell them my vet horror story. Quality is the first and foremost thing any veterinary client should care about if they love their pet. The guy who walks out because he had to wait 15 minutes may later regret it in ways he cannot currently imagine. That is, assuming he's getting quality care at your clinic.
I get very upset and concerned for people who complain a lot over waiting times at the vet, or even costs, unless they are truly unreasonable or they aren't getting quality care. There is no price low enough for poor care, and quality care is worth a hefty price -- and a patient wait.
stefani February 19th, 2008 09:35:00 PM
I hope that the impatient person's pet didn't have anything wrong that caused his pet to suffer in any way for his impatience.
My vet practice used to always run routinely late. When I was in there nearly weekly while trying to stabilize a geriatric cat in chronic renal failure, I knew that if I had an appointment at 4pm, I might have up to an hour wait. (the exception being when I showed up for blood pressure and had to ask them to take him in right away -- dogs in the waiting room are not good for a cat's blood pressure!) I could have gone to another practice, but I felt like he was getting the best care there. And "care" was the operative word. My vet would take time to bring out big books from the back to show me things, I would bring her veterinary journal articles (back when I had access to them.. I miss that). She took a few extra minutes with me, and I couldn't really begrudge other clients those extra few minutes. When I had to euthanize my elderly cat after so many visits, the receptionist took me in back to do the paperwork and hugged me. My vet was wonderful.
The new owners of the practice are much more on-time. And that vet is, sadly, no longer with the practice. When I had to subsequently euthanize another cat, I had to sit in the waiting room in tears, had to fill out the paperwork at the desk in full view of everyone else, unable to see through tears to sign my name to the forms. I would much rather have had them make me late to other appointments so that I didn't have to go through that.
Sometimes waiting isn't the worst thing that can happen. Good care sometimes takes time.
Feline February 20th, 2008 08:20:00 AM
15 minutes is a dream. I've been in some general practice/hospital combo places for up to three hours with several separate waits (wait in lobby, wait in cubicle, wait for meds, wait for bill--all different rooms).
emily February 20th, 2008 09:22:00 AM
I feel fortunate! My vet clinic only schedules for surgeries. All others are first come, first served (true emergencies, excepted). It's cats only (with an occasional bird) so no dogs to stress out the cats. In 20+ years I don't think I've ever had to wait more than 15 or 20 minutes. Until recently they even took their own night/weekend emergencies. An excellent vet er service opened a few years ago and they are now referring to it for off-hour services.
Moira O'Connor February 20th, 2008 12:13:00 PM
I don't mind waiting, as I know emergencies happen and the amount of time needed for an appointment can't always be predicted. I do wish that the receptionist would tell me when there's going to be a long wait, though, which gives me the option of taking my dog for a walk rather than spending all the time in the waiting room, which is more stressful for her. It sounds like this is what you do, since you say the client was informed of the emergency and the euthanasia, but I've waited occasionally for over an hour with no mention at any time of how long the wait would be until and unless I ask (which, by that time, is usually too late to take my dog for a walk), even though they knew how far behind they were when I arrived.
Mary February 20th, 2008 01:12:00 PM
The animal clinic I go to has 14 vets and 125 people working on three shifts. The LARGE parking lot is ALWAYS full, even though they are open 7 days a week, 7 A.M to 7 P.M. My vet has two sisters and a twin brother who are all vets at this clinic that their father started more than 40 years ago. They are wonderful vets who give my dogs the best of care. Since I have a doberman with cardiomyopathy and some other problems, I spend quite a bit of time and money there. Anyway, the only time appointments made are for surgeries, although euthanasia patients do take precedence over the others. The wait time there is never less than 2 1/2 hours, and many times twice that. There are plenty of other vets I could go to, but won't, as I feel I have the best. For the animals I love, I will wait.
Donna February 20th, 2008 08:49:00 PM
Still catching up. I had to wait 3 hours, count 'em, 3 hours to see a doctor a couple of months ago - and 2 hours for the surgeon who did my bilateral carpal tunnel surgery. She was evidently worth it, but as you said "yeesh!" BTW I don't mind waiting 15 min, or even a bit longer for my vet. LOL.
Diana February 21st, 2008 08:57:00 PM
My vet always runs late usually by about 20 minutes. It is just the way it is and a small price to pay for never being rushed through or refused an appointment imo.
Jules February 23rd, 2008 10:56:00 AM
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