How do I handle a patient who's late for their appointment?

Late patients happen in every clinic. A clear rule stops them from disrupting the whole day.

A simple grace rule

1. Up to 15 minutes late: keep their original slot.
2. 15 to 30 minutes late: move them to the next free slot in the same hour.
3. More than 30 minutes late: see them with the walk-ins, in order of arrival.

Adjust the times to suit your clinic, then apply them consistently.

What not to do

• Do not push them to the end of the day. It feels like a punishment and leads to angry reviews.
• Do not put them ahead of patients who came on time.
• Do not negotiate at the desk. The front desk follows the rule, so nobody has to argue.

Tell patients the rule

• When they book: "Please arrive a few minutes early. If you are more than 15 minutes late, your slot may move."
• On a sign at reception.
• When a patient calls to say they are running late.

Patients who are often late

For patients who are late again and again, some clinics ask for a small deposit on the next booking, adjusted against the fee.

In Vaidya OS, patients who check in by QR code get a token, so the queue shows who is actually waiting. See how the queue works.