Late Policy for Post-Op
1. PHONE SCRIPT (Sets expectations early)
Standard Appointment Confirmation
“We’ll see you at [time]. Please check in 10 minutes prior to your scheduled appointment time. Patients who arrive late may be asked to schedule a new appointment.”
If Patient Mentions They Might Be Late
“No problem—just come in as soon as you can. If you’re more than about 10 minutes past your appointment time, we’ll get you started and work you into the schedule, but there may be a wait.”
If Patient Calls Saying They Are Already Late
“That’s okay—come on in. We’ll begin your testing and work you in with the doctor as soon as possible. Just plan that there may be a bit of a wait.”
2. FRONT DESK SCRIPT (Execution + consistency)
Patient arrives >10 minutes late (default)
“Welcome in. Since you’re a bit past your appointment time, what we’ll do is get you started with testing and then work you in with the doctor as soon as possible. There may be a bit of a wait.”
Key: Lead with solution, not policy
If patient asks, “Why can’t I be seen now?”“
We keep the schedule moving so each patient gets the full time they need. Once we’re past that window, we shift to working patients back in—but we’ll absolutely take care of you today.”
If patient asks, “How long will it be?”
“It depends on how the clinic is flowing today, but we’ll move you through as efficiently as possible and keep you updated.”
If patient cannot wait
“Of course—we can also schedule you for an early add-on tomorrow, or your doctor can follow up with you later today by phone.”
If patient is frustrated
“I understand—that’s completely reasonable. We’ll still take great care of you today, and we’ll move you through as quickly as we can.” Then immediately proceed with check-in
3. HOW TO TALK ABOUT THE PHONE CALL OPTION (Important)
You don’t want patients defaulting to this.
Position it as secondary
“If waiting doesn’t work for your schedule, your doctor can follow up with you later today by phone.”
NOT:
“Do you want to just do a phone call?”
4. STAFF TRAINING RULES (This is what makes it work)
- Never ask what they want first “What would you like to do?” “What we’ll do is…”
- Always lead with care, not consequence “You’re late, so…” “We’ll take care of you by…”
- Use the same phrase every time
Your anchor phrase:
“We’ll get you started and work you in.”
That consistency builds trust and reduces pushback. - Don’t over-explain
Short = confident
Long = negotiable - WHAT PATIENTS WILL EXPERIENCE (This is why it works)
Instead of:
“I’m late → I’m in trouble”
They feel:
“I’m late → they’ve got a plan for me”
That shift alone:
• Reduces tension
• Improves compliance
• Protects your team
Bottom Line
Your system now does three things really well:
• Sets expectations early (phone)
• Delivers consistently (front desk)
• Maintains a premium, patient-first feel
