Fending off a pack of barking dogs in an overcrowded kennel. Carrying a fractious cat across four lanes of traffic in a thunderstorm.
Squeezing a limb underneath the edge of a cabinet to grasp the sneaky ferret that weaseled its way through the tight space.
Can you imagine a more uncomfortable situation? That's easy. A really bad wellness visit.
Action Steps
|
At least, that's how your clients will feel if you don't take the steps to make sure each visit is efficient, productive,
and educational. Let's look at how two practices handle comprehensive exams—and the steps you can take to push your wellness
visits to the next level. Scheduling the appointment
MRS. JONES: When I called for an appointment at Long Animal Hospital, the receptionist told me to come in at 4:30 p.m. I drove around
for a long time looking for the building. When I finally called the practice for directions, I heard, "Long Veterinary Hospital,
hold please," immediately followed by a click and a long silence. Finally someone came back on the line and said, "Long Veterinary
Hospital—oh, my phone is ringing again, can you please hold?" Finally, I spoke to the receptionist. She was clearly disgruntled.
I told her I was lost. She told me that the practice was behind King Sooper's grocery store on West Avenue. MRS. SMITH: When I called, Susan, the customer service representative, introduced herself and helped me schedule an appointment for Lucky.
She also sent me a hospital folder with information about the practice and a map with directions.
Arriving at the practice
MRS. JONES: When I pulled into the parking lot I noticed that the building looked like it hadn't been updated since 1975. And no wonder
it was so hard to find this practice. The practice name was printed on a small old wooden sign, but the painted lettering
had chipped off. The old split rail fence around the parking lot was broken, and the blacktop driveway was filled with holes.
I couldn't help but wonder: If they don't update their building, how well do they keep up on their medical and surgical skills?
Action Steps
|
MRS. SMITH: I easily spotted the practice sign "Care Animal Hospital" in red letters on a white background. Under the sign was a letter
board that read, "February is pet dental health month. Ask us about your pet's teeth." The building looked well-maintained,
modern, and professional. The lot was landscaped and clean. Parking the car and walking the dog
MRS. JONES: As I parked the car, Buddy made it clear that he really needed a potty break. There really wasn't a good place to walk Buddy,
so I walked him along the road.
MRS. SMITH: We pulled into the parking lot and Lucky begged for a walk. Fortunately, Care Animal Hospital has a dog walking area. Lucky
stretched her legs, had a good sniff, and did her business. The practice even provided doggie bags for clean up.
Stepping into the practice
MRS. JONES: I walked into the practice and the odor of urine hit me. No question that this was a veterinary hospital.
MRS. SMITH: I headed inside. The front door listed the name of the hospital and the doctors. It also listed their business hours, which
included evenings and weekends, as well as an emergency number.
Checking in and sitting down
MRS. JONES: Several old orange chairs lined the walls of the waiting room. My spirits fell further—the room was packed with barking dogs
and frazzled owners. The orange chairs were all occupied, so I sat on a hard wooden bench. I looked up and saw that the water-stained
ceiling tiles looked ready to fall at any moment. The floor was old and yellowed.
Finally I noticed the receptionist, who sat in the far corner of the waiting room. I stepped up to read the sign taped to
the glass: "sign in and sit down." I did as the sign said.
Featuring Information from:
