I can say that most patients fully understand that we can sometimes run a little late with our appointments, but when lateness becomes a habit or the reason is not communicated in a timely fashion, well, that's a different story.
Last week I saw my Physiotherapist. As usual, I arrived on time at 2 pm, went to the front reception desk and made sure they were aware of my presence.
Anyway, 40-minutes later I was still sitting in my seat and no one from the reception communicated with me about why my physio was late or gave me any indication of how much longer he would be.
This 40-minute wait annoyed the hell out of me, as I had to be somewhere else just after 3 pm, so I got up out of my chair and walked out.
Was this the right thing to do? Probably not, but if they could not show me the courtesy of communicating with me, I didn't feel obliged to inform them.
The reason I bring this up is that I am a regular patient, and they know that, yet they still could not keep me informed. Instead, the receptionists were talking amongst themselves about trivial, non-physiotherapy related matters.
Which brings up a question; do you run on time, or are you always running late with your patients?
If you are running late is your reception team trained on how to deal with this situation. Does your reception team understand how this impacts your business? I discuss this in my 90-Day Group Training Program.
Of course, things can happen during the day that is out of your control, which can cause you to run late. Still, regardless of the reason, you need to have systems and processes in place to keep it to a minimum and also a way of communicating how late you are running to your patients.
Running late never makes a patient happy.
If you have any questions after watching this video, please send me an email at