Client Overview

Contact / Billing Details

Access the Client Contact Details screen from the Client Overview screen, using the left-hand quick menu:

Depending on the way your practice uses Vet-One, the Contact/Billing screen will vary in appearance:

Vet-One systems not using Animal Locations (e.g. Small Animal)

If your company does not use Vet-One's location feature then the Client Contact / Billing screen will typically be used to display the client's home address (which is used for visits, billing and deliveries).

This is the most commonly used layout of the client contact / billing screen and is used when the practice is dealing with a "private" client.  All of the details recorded in this view relate directly to the client named in the Client Overview screen: 

Vet-One systems using Animal Locations (e.g. Large animal, farm and service providers)

If your company does use Vet-One's location feature then two fields will be visible, providing the client in question is associated with a location.

Additional Contact  Details

Vet-One allows its users to record an exhaustive list of a client's contact information and mark their preferred communication details as "defaults".  Those methods marked as "default" (email, home phone, mobile phone etc.) appear in the table displayed at the top of the Client Contact Details screen and the list of options (that can be added to, selected from and deleted from) are displayed in the lower half of the same screen.

Default contact details are used for all Vet-One communications, e.g: Email and SMS reminders, invoice emails etc.

Adding Default Client Contact Details

As described above, Vet-One can store an infinite number of client contact details but only those entries set as a "default" contact method will appear in the upper half of the Client Contact screen.  Those contact methods set as defaults will be used for automated contact channels (e.g. Reminders etc. sent by email and / or SMS).

1. To add a new default client contact detail, click on the text that reads "No Contact Details" next to the contact method you wish to update, e.g. "Default Mobile Phone":
   
   
   
2. On the next page, "Add Contact Details":
   
   1. The communication type drop-down will default to the option relevant to the entry chosen to add
   2. Input the contact details (e.g. Phone number, email address etc.)
   3. Record any relevant remarks
   4. The "Set as Default..." drop-down will default to yes as you have already chosen to add a default contact method
   5. Click Save Changes when finished
      
      
3. The new contact details will now appear in the Client Contact table as a default contact method:
4.  

Adding Client Contact Details

To add a new entry to the client contact details list:

1. Click "Add Contact Details":
   
   
   
2. Complete the fields on the Add Contact Details screen:
   
3. Select the communication type (e.g. Mobile Phone).
4. 1. Add the detail (phone number, email address etc.).
   2. Add any relevant remarks.
   3. Choose whether this should be the default for the communication type selected.  If this drop-down is set to "Yes" then the contact detail will appear in the appropriate field in the client contact details as a default contact method.
   4. Save your changes and add the contact details to the client record.
5. If the communication detail added is marked as a default, it will automatically replace any pre-existing detail of the same type (e.g. mobile phone) and be displayed in the contact details table as the default:
   

Setting an Existing Entry as a Default

If you wish to replace an existing contact default with another of the same type, simply click on the entry you wish to make the default and change the drop-down labelled "Set as Default for this Communication Type" to display "Yes" before clicking "Save Changes":

The default entry shown in the client contact details table will now be updated.

Communication Types

The communication types that can be added to the client contact details record are:

• Email
• Facebook
• Fax
• Home Phone
• Mobile Phone
• Twitter
• Work Phone

Editing Client Communication Entries

Client communication entries can be edited by clicking on the communication type name before making any necessary changes (number corrections, setting a method as a default etc.) and then clicking "Save Changes" or "Cancel" if you wish to navigate back to the Client Contact Details screen without saving any changes:

Deleting Client Contact Details

Client contact detail entries can only be deleted if they are not marked as a default.

To delete an entry, first ensure that it is not a default contact - Either by setting an entry of the same method to be the default or by editing the entry itself and changing the drop-down labelled "Set as Default for this Communication Type" to display "No" before clicking "Save Changes".

Once an entry is no longer set as a default a radio button will appear to the left of it.  Click on the radio button and then click "Delete Contact Details" at the foot of the page:

Restoring Deleted Contact Details

1. A previously deleted contact entry can be restored for use by setting the drop-down labelled "Show deleted Client Contacts" to "Yes":
   
   
   
2. Once the deleted entries are displayed, click on the radio button to the left of the entry you wish to restore before clicking "Restore Client Contact Details":
   

Marking a Client's Contact Details as Checked

Providing a user has appropriate permissions set:

Then they can "flag" a client's contact details as checked or requiring checking.

If the user does have permission to do so, then they can elect to mark a client's contact details as requiring a check by clicking the "Reset so contact details are checked", otherwise contact details will lapse as being known correct after a given period has passed (the default is 36 months but this can be changed by contacting support@vet-one.co.uk and advising what the period should be).

If a client's contact details require checking then an icon will appear alongside their name in system searches and screens () and a yellow warning that states "Contact Details need checking" will appear on the client's contact details overview screen:

This icon and visual flag will be removed when the "Confirm Contact Details are correct" button (outlined in red, above) is clicked and a message will appear stating the date, time and by whom the details were marked as correct:

If you would prefer the Client Contact Details Unchecked icon () not to appear at all, please contact Vet-One support to advise.

Invoices

Raising a New Invoice

There are two pages on Vet-One from which you can raise a new invoice, each with different effects. Raising a new invoice from the Client Invoices page (accessible from the Client Overview and Waiting Room) assigns the highest non-deceased animal alphabetically on the client's account as the default animal for that invoice. Raising a new invoice from the Animal Invoice page (accessible from each Animal Overview) assigns that animal as default for that invoice. All items added to that invoice will be written to that animal's records automatically, saving you the hassle of assigning an animal to each item added.

The "default animal" can also be changed by clicking the "edit invoice overview" button and using the drop-down list provided.

Making Changes to Closed Invoices

Before you can edit items on closed invoices, you must have the appropriate permission set. If the following options are not visible on your account, please speak with your practice's Vet-One administrator about gaining the appropriate permissions.

When viewing the closed invoice in question, each product or service should have an "Edit" option to the left of its line, above the dispensing icon. By clicking this, you will be able to edit several details, such as the animal the item should be invoiced to, the date it was invoiced on and the site the invoicing took place at. You will also be able to insert details pertaining to that item.

Sending an invoice via email

Credit Notes

1. From the Client Overview page, select "Credit Notes" from the left hand quick menu:
   
   
   
2. You can either:
   1. raise a new credit note
      or
   2. delete an existing one using the radio buttons beside each listed (the credit note must have a value of £0.00 and be blank in order to be deleted)
       
      
      
3. When a new credit note has been raised it is possible to credit products and services by using the button at the bottom of the page:
   
   
   
4. Select the products and / or services to be credited from a list displaying those that the client has been previously invoiced for by either clicking their names (for individual items) or using the checkboxes beside each item and the button at the bottom of the screen (to add multiple items):
    
   
   
5. Much like editing an invoice line, by clicking an item's name you can edit the quantity to credit, the date it was credited on, any additional amount of money to credit and the site it has been credited at:
    
   
   
6. To complete the credit, you must either:
    
   1. Use the "Refund to Unused Payments" button to credit the items on the note to the client's account, where their value will be usable against future invoices.
      
      or 
   2. Use the "Credit Note Refund" button to count the credit note as a refund, which must then be given in the client's manner of choice, eg cash, card or cheque.
       

Sending a credit note via email

Estimates

Sending an estimate via email

Contact History

Vet-One reserves an area specifically for the purpose of recording communications with clients.  This is in order to prevent inadvertently sharing any non-patient related data when sending clinical histories to other practices or insurance companies.  To record any contact that is non-clinical and not pertinent to a specific patient, users should utilise the Client Contact History:

1. Access the Client Contact History screen by clicking on "Contact History", located in the left-hand "Client Details" menu available from the Client Overview screen:
   
   
   
2. Create a new entry by clicking on "Create New":
   
   
   
3. Select a contact type from the first drop-down menu, the animal the contact concerns (if applicable) from the second drop-down menu, input the contact details and finally click "Create Contact" to save the entry:
   

Note: Entries are automatically created when a client is sent:

• An invoice by email
• A credit note by email
• An estimate by email
• A statement by email
• A reminder by SMS or email

Filtering Client Contact Entries

It is possible to extract contact instances of a specific type from the Client Contact History by utilising the in-built filter.

1. From the "Filter by contact type" drop-down located at the top of the Client Contact History screen, select the contact type you wish to see:
   
   
   
2. Only contact entries of that type will be displayed, making it easier to find a specific entry when necessary. 

Unused Payments

Client Unpaid Invoices

Client Statement

Sending a statement via email