Client Management

Please use the index below to select a help topic. Alternatively, you can find these topics linked directly from the areas they cover in Vet-One.

Creating a New Client

From the Vet-One main page, select the "Clients" directory, then "Add new client". Direct access is also provided via the "Add new client" link, under the "Clients" subheading in the quick navigation bar to the left of the screen.

You will be presented with a page with the following fields. Please note that the first letter entered into any field will automatically capitalise, but any after that will need to be done manually. If the first letter does not capitalise, speak to your administrator about changing your preferences.

Field	Suggested Information
Title	Examples "Mr", "Mrs", "Ms".
Last Name	The client's surname.
First Name	The client's first name.
Salutation	For mail merges - will provide an appropriate salutation in letters to this client. Probably best to skip unless the client specifies.
Partner Name	If the client would like their partner to also be named, it can be entered here.
Address	The client's address, including house name/number, street name, town and county. If required, multiple lines of information can be entered into each field, (eg both a House Name and street in the first field, separated by a comma).
"Click to find"	For ease of address entry, this button can fill in address details associated with the entered post code.
Postal Code	The client's post code. Click here for information on Vet-One's postcode look-up feature.
Country	Not usually applicable, unless the client has moved to a foreign country and the practice would like to keep a record of it.
Company Name	If the client represents a company, enter its title here.
Usual Vet	If the client is to see a particular vet for their visits (eg in the case of a referral) please select their name from the drop down list.
Site	If the client will be visiting a particular site, please select from the drop down list.
Type	If you would like the client to receive a set discount specified through the Type function, (link type mod wiki) select it from the drop down list.
Status	If you would like the client to receive special treatment specified through the Status function, (link status mod wiki) select it from the drop down list (eg "Bad debtor", "Moved away" and should not receive reminders).
Home Phone	The client's landline number. If no landline is available, another number may be entered. Should ideally be entered in the standard "##### ######" format.
Work Phone	The client's work number. Should ideally be entered in the standard "##### ######" format.
Mobile Phone	The client's mobile number. Should ideally be entered in the standard "##### ######" format. Can be used to send SMS notifications (link SMS wiki).
Fax	The client's fax number, if applicable. Should ideally be entered in the standard "##### ######" format.
Emergency Phone	A phone number to be used in an emergency, when the client cannot be reached by normal means. Could be the contact number for a close relative.
Email	The client's email address. Can be used for email newsletters.
Preferred Contact Method	Highlights the preferred contact method on the Client Contact Details page, for ease of communication.
Accessibility issue Method	Indicates if the client has difficulty gaining access or moving round the surgery. The standard wheelchair sign indication accessibility issues will preface the client name when this field is set to "Yes". When set to "No", the wheelchair icon is not displayed.
How did you hear about us?	Please select the client's answer from the drop down list.

Click the "Create new client" button at the bottom of the page, and you will be taken to your new client's account.

Finding a Client

To perform a search by client, either select one of the following options from the Client Management section of Vet-One, or from beneath the "Client" section of the navigation bar (found to the left of all Vet-One pages). You can also choose to search by any of these criteria by selecting it from the drop down menu when performing a search.

In any of these searches, inserting an asterisk ( * ) will provide a wild card to broaden your search criteria, e.g. searching for "*jones" will return results for all clients with "jones" somewhere in their name, regardless of what comes before it, or "mercy*jones" will return results for all animals with "jones" in their name, but only if "mercy" comes somewhere before hand.


Find Client by surname	Search by the client's surname.
Find Client by postcode	Search by the client's post code.
Find Client by animal	Search by animal names - results will show all animals with that name, and the owners' details.
Find Animal by Reference number	Search by the client's unique Vet-One reference number.

Editing Client Information

Individual clients have options on the left hand side menu. From the client you can edit details of the client (overview), address and contact details (Contact details), Raise or pay invoices (Invoices), Raise a credit note (Credit Notes), Raise and estimate (Estimates), Raise a delivery note (Delivery Notes), Raise a prescription (Prescriptions), Make notes of Contact with the client that will not appear on the clinical history (Contact history), Enter or refund unused Payments (Unused Payments)and run a client statement (Client Statement)


Client Overview	Find a client. On the overview there are three buttons - "Edit Client Overview", "Report Exclusions" and "Delete this client". There are extra options on the menu on the left hand side.
Contact Details	To edit the address, telephone number and email address choose this option.
Contact History	Select "Contact history" from the left hand side menu. Select the "Create New" button. Select the "Contact type" from the drop down menu. Select the animal from the drop down menu or leave at no specific animal. Enter the details of the contact in the free format "Details" field and then "Create Contact". This will record details of contact with the client that does not appear in the clinical history of the animal.

Advanced Client Search

The Advanced Client Search allows you to search for clients using many criteria, including animal details, narrowing down broad searches. Can also prove especially helpful when you have very little information to search by.

In any of the fields, inserting an asterisk ( * ) will provide a wild card to broaden your search criteria, e.g. searching for "*tig" will return results for all animals with "tig" somewhere in their name, regardless of what comes before it, or "mr*tig" will return results for all animals with "tig" in their name, but only if "mr" comes somewhere before hand.

Some options worth noting are:


Client Since	When used in a search with all other fields left blank, will generate a list of all clients registered within the the specified time frame.
Status	Makes it possible to search by a status such as "Bad Debtor".
Phone number	When searching by phone number, it is important to try different formats, as the number may not be entered the way you expect. (eg "##### ######" instead of "##### ### ###".)
Animal Species/Breed	Selecting an animal species will provide a list of breeds to choose from, but it is still possible to search without specifying breed.

Client Module Setup

Client Status

The client status determines whether the client receives a reminder, a mailshot or if they can be invoiced. Click the "Select Icon" link to select an icon to be associated with the status.

Client Types

The Client Types feature allows the creation of groups for which default discounts can then be set. Such discounts are then applied to a client's transactions if they are labelled as being a specific client "type" (e.g. staff or breeder).

Viewing Client Types

From the main Vet-One page, click Clients > Client Module Setup > Client Types:
You will be presented with a list of already existing Client Types:

Creating New Client Types

To create a new client type, click on the "Create Client Type" button, you will be forwarded to the "Create Client Type" screen where you should input:

Description	The name of your client type
Discount	Input a value here if you wish to grant a set discount on all transactions, e.g. 10% Note: If you wish to award a greater or lesser discount for certain products, this rate can be overridden using Client Management#product category discounts
Sell at cost	Yes / No If yes, then all other discount values will be ignored and products will be sold at cost price.
Is large animal/farm	Yes / No Select "Yes" if your client is a large animal owner (e.g. equine)or farm
Charge VAT on Products	Yes / No Some clients may be VAT exempt. If a client informs you that they are VAT exempt you may wish to consult your accountant before completing any transactions.
Charge VAT on Services	Yes / No Some clients may be VAT exempt. If a client informs you that they are VAT exempt you may wish to consult your accountant before completing any transactions.

When you have made all of the relevant entries and selections, click "Create New Client Type":

Editing Client Types

Once you have created a client type, then you may wish to edit it. It is possible to make product category-specific exceptions to the client type's general discount and Vet-One will prioritise any such exception.
Please note: If you have elected to permit the customer type to buy at cost then the product category discounts table will not appear and the (general) discount rate field will be ignored.
Click on the name of the client type to be edited. You can see from the example below that because the discount rate was set to 10% then all product categories are listed as being eligible for that discount:
You may want to give a greater (or lesser) discount on a specific product. Click on the product category discount value you wish to edit (in this case, "Diet Life Stage") and enter the new discount rate before clicking "Save Changes":
The product category discounts list will now be updated to reflect the edit. Product category discount rates greater than the customer type's standard rate will be displayed in red and those lesser will be displayed in green:

Deleting Client Types

Use the radio buttons to the left of any Client Type and the "Delete Client Type" button to remove it:
It is also possible to restore a deleted client type by using the radio button alongside its name and clicking "Restore Client Type" (the delete client type button will change to restore client type when a previously deleted entry is selected):

Setting Different Discounts for Services and Product Categories

You may want the Type to give discounts to certain Product Categories only, or different discounts to Services than Products. Click the name of the Type you would like to edit.

You can edit any of the choices that were made when the Type was created by clicking "Edit Client Type".

You will also be provided with a list of Product Categories and their discounts; click on a discount percentage to change it, or default it back to the Type's main discount. To set one discount for all Services, set the main discount to the desired amount, then change the Product Categories as required.

Client Contact Types

A client contact type allows a user to define why (or in what context) contact with a client has occurred.

First, you must set your client contact types. This can be done via the Client Module Setup, which can be accessed by clicking on the "Clients" module from Vet-One's main menu:
To create a client contact type, click the button:
Input the description of your contact type in the text field (e.g. Appointment/Consultation) and click the button:
Your contact type will now appear in the list:
Now, when you are adding an entry to a client's contact history, you will be able to select one of the contact types from the drop-down menu:

Client Reports

Client Report Exclusions

From time to time it may be necessary to exclude some clients from invoice or statement runs. Examples of when this might be appropriate include when:

An invoice or statement debt relates to an outstanding direct claim with the client's insurer
You have agreed payment terms with the client
The client's debt is being handled by a third party

You will need permission to view this report and/or to manage which clients are excluded from the reports. Navigate to the Clients section of the Permissions module for the relevant group (e.g. Global Administrator).

Depending on your requirements, set the following permissions to "Allow at Home/Default Branch only" or "Allow everywhere - at all Branches":

Client reports->View Exclusions
Clients->Client reports->Manage Exclusions

This function allows you to exclude certain clients from some of the standard reports. The two reports you can exclude clients from are:

Invoice run
Statement run

To apply or manage client report exclusions:

Navigate to the client overview and click "Report exclusions":
Initially a client will have no exclusions set, click "Manage the report exclusions":
In this example we will exclude the client from invoice runs but the same process applies if you wish to exclude them from statement runs as well / instead.
Switch the "Exclude from invoice run" drop-down menu from "No" to "Yes":
A second drop down (defaulting to "Yes") will appear beneath it asking if you wish to permanently. If you choose to change the drop-down to "No" then a further field will appear allowing you to select a date, after which the client will be included in the report again:
When you are happy with your selections, click "Save Changes" to return to the Manage Report Exclusions view:
The exclusion (and any further detail relating to it) will be displayed. To change any existing exclusions, click on "Manage the report exclusions" and adjust your choices accordingly. To delete all report restrictions relating to a client, click "Delete Client Exclusions":

Postcode Anywhere

Vet-One features a postcode look-up feature powered by Postcode Anywhere. This allows users to quickly verify and enter client addresses, meaning better customer service and more reliable contact information for reminder, correspondence and marketing purposes.

If you do not know your practice's Postcode Anywhere log-in details then please contact support@vet-one.co.uk.

Topping up Postcode Anywhere credit

Navigate to http://www.postcodeanywhere.com/
Log in using your username and password (these are case sensitive). If you do not know your practice's Postcode Anywhere log-in details then please contact support@vet-one.co.uk.
Click on "My Account":
Click on "Top up" and follow the on-screen instructions: