How long does it take emergencies to arrive?

Re: How long does it take emergencies to arrive?

Wren — Fri, 15 Apr 2011 10:42:15 GMT

I always tell them that it takes me about 20mins to get to the surgery which also does the job of reinforcing the idea that we don't sit around the surgery al night waiting for emergencies to happen.

Generally they're there before me by a couple of minutes which is the perfect situation.

Re: How long does it take emergencies to arrive?

Michael Woodhouse — Thu, 14 Apr 2011 16:42:28 GMT

[quote user="i am ed"]

Alex, did you agree a specific time when you spoke on the phone?

I always found that 'come straight down' meant anything from 30-60 minutes (after dinner/cup of tea etc), whereas saying, 'See you at such-and-such a time' seemed to get the backside in gear!

[/quote]

I do a similar thing. Often ask the clinet what time it is, find out where they are and how long it will take to get to the surgery [it's 7.00 and we can be there in 20 minutes, ok I will meet you there at 7.30]

Re: How long does it take emergencies to arrive?

Thomas Johnson — Thu, 14 Apr 2011 16:32:06 GMT

I stopped doing on call 2 months ago, but when i did I would always agree a time with people, and I would always make it clear that I was driving to the surgery to meet them as well which seemed to help.

Also if people couldn't come straight down I would get them to call again when they were free and warn them that I may not be available immediately if I'd had another call.

Re: How long does it take emergencies to arrive?

Utlendigur — Thu, 14 Apr 2011 15:46:17 GMT

We have a couple of receptionists who have never got the hang of getting details. The minute a client phones with a real or percieved emergency it's straight to "come down straight away". They then dash to the nearest vet, panting that there's eg "at RTA on the way down". Questions like "Where are they coming from?" "Which client?" or "How bad is it?" are met with a blank stare, and a huffy "I don't know". So you're left waiting for someone who might take 2minutes or an hour, with an animal that may have no injuries at all to one haemorrhaging violently/ruptured diaphragm/fractures etc

Re: How long does it take emergencies to arrive?

vs0u — Thu, 14 Apr 2011 15:14:14 GMT

In OOH centres I've worked the receptionists usually tell the client they are booking them an appointment for a certain time - even if there are no other cases coming down - this seems quite effective in getting them to arrive promptly. If they don't turn up it's best to wait until 3 am then phone to enquire how the pet is getting on - this will hopefully encourage them to 'cancel their appointment' another time!

Re: How long does it take emergencies to arrive?

Clive Ansell — Thu, 14 Apr 2011 14:02:46 GMT

In my first job we charged for any OOH time over and above the consult which included 30 minutes, including waiting time if unreasonable.

I agree, specifying a time is better. I used to get annoyed with the ones who said will "just pop down in an hour or two". I used to take the line if they can't/won't come straight away then it could probably wait until the morning during normal working hours.

I remember one occasion driving in to work at midnight in the snow to see a coughing CKCS, but the owners decided not to attend because of the weather and didn't bother informing me. I waited over an hour before contacting them, where they complained for waking them up. After getting home they called again at 3am wanting to be seen - they were charged 2 call out fees.

Re: How long does it take emergencies to arrive?

Edward Jones — Thu, 14 Apr 2011 12:54:50 GMT

Alex, did you agree a specific time when you spoke on the phone?

I always found that 'come straight down' meant anything from 30-60 minutes (after dinner/cup of tea etc), whereas saying, 'See you at such-and-such a time' seemed to get the backside in gear!

Re: How long does it take emergencies to arrive?

Gillian Mostyn — Thu, 14 Apr 2011 12:46:06 GMT

ahhh.... I thought you was being remarkably patient!

Re: How long does it take emergencies to arrive?

Alex Gough — Thu, 14 Apr 2011 12:45:06 GMT

To be fair, we have an out of hours vet on site who can admit stuff, and I didnt wait in the practice for the whole three hours for this one to arrive - I went home, had some dinner and watched Hawaii 5-0 on sky plus!

Re: How long does it take emergencies to arrive?

Gillian Mostyn — Thu, 14 Apr 2011 12:42:38 GMT

When we did our own OOH we had a system set up for this. We see a lot of exotics so they can come a fair distance. If there was any doubt as to when an emergency would arrive the client was told to phone us when they got to the practice (everyone has a mobile phone these days.) As we are only 5 minutes drive away, this meant a lot less waiting around!

We did have a 'local' (approx 40 mins drive away) practice ring us at 6.30pm one night asking if they could send over an emergency referral for a sick duck. (It was genuine!) We agreed and waited for an hour and a half before giving up and going home. Grrrrr... I wouldn't have waited for 3 hours!!!!

Re: How long does it take emergencies to arrive?

Alex Gough — Thu, 14 Apr 2011 12:20:38 GMT

If only. no, there is a flat fee for OOH consults.

Alex

Re: How long does it take emergencies to arrive?

Eamon McAllister — Thu, 14 Apr 2011 12:03:21 GMT

Alex - will you charge for that waiting time?

Re: How long does it take emergencies to arrive?

Clive Ansell — Thu, 14 Apr 2011 10:02:32 GMT

Fairly close to the mark I would say, although I have never been able to come up with a precise formula. Some turn up without appointments, other don't turn up at all, so any formula would have to have possible answers ranging from 0 to infinity.

Once had a GSD - GDV in an OOH clinic that took >3hrs to arrive, owners stopped at ther pub on the way, DOA

Re: How long does it take emergencies to arrive?

Dagmar Steele — Thu, 14 Apr 2011 08:58:41 GMT

I'd definitely second that! I particularly love the ones that don't arrive at all and then knock frantically on your door, screaming for help the very minute you've dared to go back to sleep....