Why vets never run on time?

This is one of the top complaints we have to deal with. It might not always be the centre reason for an unsatisfied customer, but it is a common add up when these appear.

A veterinary practice, most of the ones I have worked at, runs like a very slick and sophisticated machine. Protocols are in place with the single utmost priority: your pet. So why is so common for vets to fail on something so basic and mundane (but annoying) as waiting times?

The answer is simple but there isn’t a single one:

Biology isn’t maths

It seems simple but also true. Let’s face it, it doesn’t matter if the time allocated for your pet is ten minutes or twenty. Vets are managing your pet needs as well as being conscious of time, but they aren’t going to kick you out of the room mid-conversation. They are accustomed to making rational choices, such as which tests take priority; and if they have to decide between health or time, they will always choose to make the next customer wait a little longer.

Good vets are popular

Is it the second time that you’ve been waiting thirty minutes beyond your appointment? Congratulations! Your vets are popular. Don’t ignore the fact that you are at a very good practice: we queue for things which we feel have value, otherwise, we…