06/06/2025    Lynn Homisak

Patients Who Want to be Seen Immediately (Elliot Udell, DPM)

Dr. Udell, I have followed your comments over the
years (And years and years!) and have always
admired your perspective, particularly in the
management arena. It is with respect that I offer
my opinion to your question concerning patients
who demand to be seen with non-emergent conditions
and “don’t want to wait for an appointment.” I
don’t believe this is necessarily a new trend as
I’ve seen this happen in many offices in my
capacity as a consultant and even experienced it
myself way back when I was an assistant. Truth is,
some patients (not all) expect practices to do
somersaults to accommodate them when they finally
decide to call. It becomes a problem when
practices DO accommodate for fear of losing that
patient to another practice.

Rather than just give in and allow them to turn
the schedule upside down, I would suggest a
different approach. One that very few offices
initiate and more importantly does not put the
patient in control. Instead of keeping your office
open 24/7, consider initiating a waiting list.
Patients never want to admit that their condition
is not urgent and telling them that is so only
fires them up! It has been my experience that if
an appointment cannot be given immediately for
these patients, they seem more complacent to
accepting an appointment when one becomes
available if handled in a “patient-interest”
manner.

For example, “Mrs. Jones, so nice to hear from you
again. I appreciate that you need to see Dr. ____
for your foot condition. Tell me more about that.”
(You want to make sure to eliminate any real
urgency) “Well, we’re glad you called us.
Unfortunately, I don’t currently see an opening in
today’s schedule, however, I realize the sooner we
can get you in, the better. I’m going to put you
in on (future date) but will make a point of
calling you if we get any changes that allow us to
see you before then.” Then in a confident,
friendly, but controlling tone, “I’m sure I can
get you in sooner as there is always the
likelihood that changes occur. Now, can you please
leave me the best number to reach you? And so I
won’t miss you, is there a better time than not to
call?”

Leaving the patient with that last sentence will
likely focus on what the staff person can do for
them, not what they CANNOT do. Of course, there
will still be patients who insist and/or threaten
to go elsewhere, but more times than not, this
simple strategy works. That is, as long as the
promise of follow-through exists. Also, never say
“cancellation”. It’s always if a “change” occurs.

Is it right to always squeeze in the squeaky
wheels, allow them to single handedly disrupt the
schedule, and delay the appointment-abiding
patients? If the schedule does not allow it, then
no. The ironic part is that that these same
demanding patients are the first ones to complain
if they are kept 5 minutes past their appointment
time. Train them that their demand holds water and
they’ll use it every time.
L
ynn Homisak, Cape May, NJ

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