Emergency appointments should emphasize customer service. Suppose a patient in mild discomfort calls at 10 a.m. but the practice doesn’t have an opening until noon. If the patient is allowed to come in immediately, it creates stress for the doctor and team and may keep already-scheduled patients waiting. A better scenario—steer the emergency patient into an emergency time slot, which enables the practice to create a positive customer service experience for every patient seen throughout the day.

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