This clinic needs to improve the check-in/check-out process, intraoffice communication, and record-keeping. Important information is being lost in the inconsistency. A lean/6-Sigma consultant would do... Read More
This clinic needs to improve the check-in/check-out process, intraoffice communication, and record-keeping. Important information is being lost in the inconsistency. A lean/6-Sigma consultant would do WONDERS for your operation!Vet A recommended surgery for my dog as well as a pre-surgery exam (on different days). The day prior to the exam, I answered both a call and an email asking how dog was doing. Seemed redundant (reworks are signs of fuzzy processes), but OK. The day of the exam, I showed up to meet with Vet B. She entered the exam room without knowing why dog was there. She recommended surgery. I informed her that his surgery was already recommended and scheduled and this appointment was supposed to be some kind of "re-check" before his surgery. The staff and vet accommodated my request to not pay for this unnecessary visit. I appreciated that.Post-surgery, I received paperwork explicitly stating that dog should return with a certain number of days and that I must schedule this exam with Vet A (his surgeon). When I went to schedule, I was told Vet A was on vacation and I either needed to wait for a few more days or schedule with a different vet. When I explained that both options were contrary to his surgical release papers, I was made to feel difficult. I scheduled with a Vet C, who heard and responded to my frustrations. I appreciated that.It took 30 minutes to pay for the final exam. Not because it was busy, but because the only desk attendant left the room to escort a vet's visiting mother & baby upstairs. She also took a cry break after a dog was brought in to be put-down. (Yes, it's awful, but there is still work to do!)For my dog's single ailment, I saw 3 different vets and there was no communication between any of them. Read Less