I dealt with a lot of this when I worked in a Family Practice Clinic. Here is how I ran my ship: Appt times were every 15 minutes with a 5 minute grace period. For instance, if the 0900 pt didn't show up until 0907, they could either reschedule or wait to be seen during a break (but no guarantee when that will be). Some people didn't care, and would wait because it got them out of work for several hours. Others would get irritated, saying that they waste time waiting for the doc. Most finally understood why the doc is running late when I would lay it out for them. Show them that if they are 7 minutes late, that puts the doc 7 minutes behind. The next late person might add on another 8 minutes, so now the doc is running 15 minutes behind. It all adds up. Also some pts make an appt for something little, like refill of allergy meds, but then bring up on the way out the door "oh, hey, doc, sometimes I get chest pain. Is that OK?" which creates a whole mess of testing, checking, etc that eats up more time. Rarely is it entirely the doc's fault for running behind - it is patients who don't see the whole picture of how a clinic runs.