Documents and Canned Text Invoice Messages Reminders and

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Communications

Documents and Canned Text Invoice Messages

Reminders and Callbacks Searches

Email

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Communicate with Clients in IntraVet

Why communicate with clients? There are many reasons to communicate with clients. Some include:

• Educate clients of their pets condition.

• Give them Go Home Instructions after procedures.

• Offer instruction for handling emergency situations.

• Inform them of:

• Services

• Practice Policies

• Hours of Operation

Reinforce Communications There are often things that may affect communication:

• Staff moving about or other noise/movement distractions.

• A client’s concern or worry for a pet.

• The client’s attention is divided - trying to control pet(s) and/or kid(s).

People learn in a variety of ways:

• Visual (sight)

• Auditory (sound)

• Kinesthetic (actions)

Available IntraVet Communications Communications can be created in IntraVet so that clients are automatically given messages. These include:

• Documents (Client Handouts and Patient Forms) and Canned Text

• Messages attached to invoices and codes.

• Reminders and callbacks.

• Searches to send mailings to clients, such as:

o Recall Generator

o New Client

o Referral searches

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Documents and Canned Text

Documents

• Can be created in IntraVet. A basic word processing program has been included.

• Word® documents can be imported.

o Requires installation of MSWord ®

o Word® documents allow you to format and incorporate pictures.

• Allow you to print on-demand. To print, select a code or the document itself.

Canned Text

• Can be created in IntraVet (text only).

• No options are available to format or insert pictures.

Documents Documents in IntraVet are pre-created documents that print with the client and patient information attached as the header, as well as patient pictures if you have them attached.

Some of the uses are:

• Consent/authorization forms

• Client information update forms

• Client education messages

• Go Home Instructions

• Office policy forms, such as

o Payment Agreement form

o Credit policy

Three options for Documents:

• Create your own documents through IntraVet.

• Import an existing MSWord® documents into IntraVet.

• Use Lifelearn documents - professionally written handouts that can be modified.

• Lifelearn is available through IntraVet and samples can be seen at www.lifelearn.com. To order or receive more information, please call our sales team at 877-422-8838.

LifeLearn includes almost 900 pages of information about Canine, Feline, Avian, Equine, Behavioral, Oncology, Supplements, Diagnostic Tests and Pharmacy topics.

If you need to automatically import your Lifelearn but did not purchase them through IntraVet. Send a fax or letter that shows proof of purchase. We will send you an install CD. Acceptable proof of purchase: a paid invoice or a copy of each module CD case or CD.

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Creating Documents

In IntraVet, go to Setup | General Codes | Document Codes.

• Click New to create a new code or Edit to change an existing code.

• Enter in a Code ID (up to 8 characters) and a Description (up to 40 characters).

• Click one of the following:

• Browse Existing Documents - to import an already created document for another program. Once the document is linked, click Save in code setup to save your work.

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• Create New Document - to create a new document within IntraVet (this uses the integrated word processing functionality.) Once complete, click Save to save as either an .rtf (rich text file) or a MSWord® document.

• Edit Existing Document - edit a document that has previously been created or attached.

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Printing Documents

Once a document is saved, it can be attached to a code and automatically printed when that code is invoiced. A document can also be printed on-demand – by itself. There is no need to invoice a code.

To print a document on-demand:

• Select a client and click Use – this will open the Client Account Management screen.

• Click on the Documents button at the top of the screen (looks like several pieces of paper).

• Select from the following: Account (already selected), Patient, Provider and Type of Document.

• Types of Documents include: Documents, Labels and Patient Certificates

• Select Documents. On the right side, select the specific document that you would like to print.

• Once the specific document has been selected, click to either Print or Print Preview at the top left of the screen.

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Canned Text

Canned texts in IntraVet are pre-created text templates that can be applied in many areas of the program. These are routinely used with procedure or inventory codes or attached to a visit template. That message will automatically print directly below the total on every invoice. This feature is designed to save time and increase note consistency and efficiency while entering medical notes or invoicing. Even though these text templates are pre-created, it is still able to be edited once it is selected for an individual client or patient. All canned text items are created in IntraVet. There are several different types of canned text:

• Code Setup Messages

• Estimates

• Financial

• Medical Notes

• Prescriptions

• Tasks

• Referral letters

• Boarding Reservation Notes

• Patient Activities

Canned text can also be used to create take home instructions or client communication templates for Medical History Notes.

Because the focus is on communication with clients, we will cover the Code Setup Messages. These messages are text that can be linked to a code item, and will later automatically print on invoices.

Creating Canned Text for Code Setup Messages

In IntraVet, go to Setup | Forms | Canned Text | Code Setup Messages.

• Click New to create a new code or Edit to change an existing code.

• Other buttons include:

Use

Inactivate – removes a code from use, but keeps it in the list.

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Print Report – shows a list of all messages.

Close – closes the screen.

• Enter a Description (up to 64 characters) and a paragraph (it is possible to enter an unlimited amount of text, however, only 480 characters, or 6 lines, will print with a code on an invoice.)

• When finished, click OK to save.

Attaching Documents and Canned Text to Codes

Both documents and canned text can be attached to codes and printed automatically along with the invoice, printed independently, or attached to a patient visit.

In IntraVet, go to Setup | General Codes | Inventory or Procedure.

• You are able to attach documents and canned text to both Inventory and Procedure codes.

• For this example, a Procedure code will be used.

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• Select a Procedure Code and click Edit.

• There are several tabs across the top of the code. Select the Message tab.

• You are then able to select a canned text or attach up to three documents to the code.

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• Choose the correct template and click OK to save.

Messages

A document or a canned text can be attached to a code for communication purposes. IntraVet also offers messages. Messages can be typed directly onto a code or created and attached to an invoice.

Message attached to a code A message is information entered on a procedure, inventory, or diagnosis code that will print directly below the total on the invoice every time. There will not be any prompt like there are with forms or handouts. These messages are setup in a similar way to canned text or documents, but these are typed in directly to a code, instead of being added to a list that is available for use on many codes.

In IntraVet, go to Setup | General Codes | Inventory or Procedure.

• You are able to attach documents and canned text to both Inventory and Procedure codes.

• For this example, a Procedure Code will be used.

• Select a Procedure Code and click Edit.

• There are several tabs across the top of the code. Select the Message tab.

• Add your message for this code.

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Every time that particular code is invoiced, it will print the message(s) and any attached documents on the bottom of the invoice.

Invoice Messages

These are a few lines of text that can be used to print at the bottom of each invoice. These messages:

• Are selected per invoice.

• Can be pulled from a pre-created list and edited or you have the ability to write a brand new message.

• Are not saved in patient history, only printed on the invoice.

Creating Invoice Message Codes

These are the pre-created messages that can be attached at the bottom of an invoice.

In IntraVet, go to Setup | General Codes | Invoice Message Codes.

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• Click New to create a new Message or Edit to change an existing code.

• Create a Code, Description, and attach a message.

o You are able to select from previously created Canned text or you can type in a new message.

• There is also a check box, that when marked, will allow that message to be edited when it is used in the invoice.

• Click OK to save.

Using Invoice Message Codes

• To start an Invoice, select a client and patient. Click on the Invoice tab.

• Add a code (or several) to be invoiced.

• After the codes have been added, click on the Messages tab.

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• Select the message from the list on the left and then click the right-pointing arrow in the middle to move the message you have selected.

o You can select multiple messages to use within one invoice. If the box was checked, you can edit the messages at this time.

• There can be a manual “Fill in the Blank” for those times that it is necessary to make a message more individualized.

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Reminders, Callbacks and other Searches

Reminders

Reminders are created to remind clients to bring their pets back to the practice for some type of visit. Typically, these are used to remind clients when their pets are due for items. Common items include vaccinations and lab tests. Reminders can be manually added to a patient’s record or, more commonly, the reminder is attached to a code so that during invoicing, a reminder is automatically created. A search can be done to find these reminders and are cleared by either invoicing a code that is set to clear the reminder of the original code or manually removed from the patient’s history.

Online Reminders - IntraVet also has an Online Reminder system in which you can upload your reminder search and the cards are printed and mailed for you! The cards are high quality cards with some personalization. For more information please contact our sales team at 877-422-8838.

Callbacks

Callbacks are created to generate a list that will remind the provider and staff to call clients and check on patients after items are completed. Typically, this is done to check on a patient’s status after surgery, vaccination or other treatment. Callbacks can be created manually during the invoice process. They are typically attached to a callback on an Inventory or Procedure code. Callbacks are cleared automatically from a patient’s reminder history after the desired number of days has passed. You can also delete them manually from a patient’s history by going into the edit reminder window, then select the callback code and choose Delete.

Creating Reminders and Callbacks (attached to codes)

In IntraVet, go to Setup | General Codes | select either Inventory or Procedure.

• For this example, a Procedure code will be used. The options are the same for both Procedure and Inventory codes.

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• Select the Procedure code to create a reminder and click Edit.

• Click on the Reminder tab.

• The top portion allows you to setup what the edited code will create a reminder for.

• The bottom portion allows you to setup any reminders that will be cleared by the edited code.

In this example, the 3 year Rabies vaccination is being edited.

In the top portion, the 3 year Rabies would create a reminder for the next 3 year Rabies vaccination.

▫ Select the Code/Description.

▫ Type determines if it is a Reminder or a Callback.

• Reminders usually generate a post card to be mailed to the client.

• Callback is typically used to create a list the staff will use to call the client to check on the patient.

▫ Days- enter the number of days out that the patient should be contacted

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• For a 3 year Rabies reminder, the patient should return in 3 years, which is 1095 days.

• For a callback, if the office was checking on vaccine reactions, the staff may want to call the client to check on the patient 3 days later, so 3 would be entered.

▫ Clear – number of days the item should stay on the list.

• For reminders, this option is not available.

• For callbacks, this should be the number of days this callback shows on the call list.

▫ Quantity – used to automatically calculate the due date on that reminder based on the number of packs/doses purchased.

• Set the Heartworm Preventative to remind in 30 days, check the qty box. When invoicing for 6 doses, IntraVet will automatically calculate that reminder date to be 180 days.

▫ Lock – (please verify this) if a code utility was to be used to update all codes, checking the Lock button would prevent the code from updating.

▫ Add – when finished, click Add to add the reminder/callback to the code.

In the bottom portion, the 3 year Rabies vaccination would clear the reminder for a 1 year Rabies vaccination.

Other examples of Reminders

• Understand Reminders and Clear for a Series

o A code will remind for the next item in the series and clear for all previous items in the series.

Dhpp 1st - reminds for Dhpp 2nd

Dhpp 2nd - reminds for Dhpp 3rd

Dhpp 3rd - reminds for Dhpp 4th, clears for Dhpp 2nd

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Dhpp 4th - reminds for Dhpp Annual, clears for Dhpp 2nd, 3rd

Dhpp Annual - reminds for Dhpp Annual, clears for Dhpp 2nd, 3rd, 4th

Nothing reminds for Dhpp 1st, so none of the other codes need to clear for it.

• Pay special attention to your inventory reminders. There can be a lot of revenue there. Put reminders on Heartgard®, Sentinel®, Interceptor®, etc, but keep it simple. Use a generic code like “Heartworm /flea Preventative or “Anti-Parasite Medication” for all these codes to both remind and clear. This way, it will not matter if the client switches sizes or brands—everything makes the same reminder and clears that one reminder code.

• Heartgard ® 0 - 25 lbs reminds and clears for Heartworm Preventative



Manually creating Reminders and Callbacks

In Medical History

In IntraVet, lookup the client and patient for which you want to create the reminder. Once in the Client Account Management screen, click on the Medical History button.

• Inside the Medical History screen, right-click in the Reminders/Recommendation area and select Edit Reminders.

o If the Reminders/Recommendations are not showing, go to the bottom of the screen, click on the Options button and uncheck the Collapse reminders box. Then either click OK or click to Save for Branch then OK.

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• In the next screen, click New to create a new Reminder or Callback.

o In the following screen you will have the option to select whether you want to create a Reminder, Callback or Recommendation.

• Select what kind of reminder you want to create. Select the following information: Item code, Provider, Service date, Due date and (if callback has been selected) an Expiration date.

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• Click OK to save.

Invoices - Reminders cannot be made “on the fly” in invoices. Only callbacks can.

Creating Callbacks during Invoicing

In IntraVet, select a client and patient.

• Click on the Invoice tab.

• Add items to the invoice.

• To manually create the Callback, enter the code CBACK or description of Callback.

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• If a code is setup with a callback it will prompt the following:

• Description, Due Date & Expiration Date can all be edited at this particular screen.

Searching for Reminders and Callbacks

When you do a search for Due Reminders it gathers a list of all the reminders that matches the search criteria. When a search for Callbacks is done it gathers a similar list – all callbacks that match the listed criteria. A single search can be run at the same time to find Reminders and Callbacks. Most practices will do separate searches for Reminders and Callbacks because Reminders typically will be used to generate postcards that are mailed to clients and Callbacks are a list of clients that would need to be called to check on patients for various reasons. For that reason, searches for Reminders and Callbacks will be covered separately.

Reminders

In IntraVet, go to the Communications | Due Reminder Search.

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• Enter the search criteria.

o Beginning, Ending date – any reminder that is due in that time frame will be shown.

o Branch – allows you to include information from one or every branch.

o Age – looks for age ranges of the patients.

Most practices will leave this set to all to include all patients.

o Species – allows you to search for only specific species.


o Codes – enter codes here to either search only for those codes or, when used with an additional check box, those codes can be excluded from the search.

• Additional Search Options

Search All Recalls – search for all matching criteria.

Recall Number – looks for a recall that is on a certain number.

• If you put a 2 in this box, it would look for the reminders that would be contacted for the 2nd time.

Maximum Recall Limit – this is the most number of times a client would be contacted regarding a specific reminder.

Include Reminders – includes reminders in the search; check this box to only search for Reminders.

Include Callbacks – includes callbacks in the search.

Include Recommendations – includes recommendations in the search.

Include Clients with future appointments

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Exclude codes in list – any code that was entered in the box to the left will be excluded from the search if this box is checked.

• When finished entering criteria, click Search. When the search is finished, it will automatically move you to the Result List tab to view the findings.

• The Result List tab shows the following information:

o Client and Patient information – account number, client and patient name, the code and description the patient is due for, the date they are due, who the provider was, what number of recall they are on and if they are included in the list.

o Print

None – prints nothing.

Cards – prints post cards.

• IntraVet is designed to work with 3 up postcard (3 cards per sheet with a “bookmark” on one side of the page.

• Card text –select the message that you want to print on the card.

• Edit –edit the message you selected for the card.

• New –create a new message for the card.

Letters – prints a letter to be sent to the client.

• Letter text - select the message that you want to print on the letter.

• Edit - edit the message you selected for the letter.

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• New - create a new message for the letter.

There are additional options for printing.

• Print only month and year for reminder dates.

• Print multiple pets on cards/letters.

o This will print up to 6 reminders per card.

• Exclude clients with email addresses.

• Send Email to those with email address.

• Send as card/letter and email.

Labels – allows you to print mailing labels for the Results List.

Results – prints just the Results List.

o Export – allows you to export selected information outside of IntraVet.

Choose from listed Client, Patient and Code information. Click on the fields you wish to export. Then click Export. You are able to save the exported information wherever you like.

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Searching for Callbacks

When you search, be sure to include Sundays, either on Friday or Monday, and holidays so callbacks are not missed.

In IntraVet, go to the Communications | Due Reminder Search.

• Enter the search criteria.

o Beginning, Ending date – any reminder that is due in that time frame will be shown.

o Branch – allows you to include information from one or every branch.

o Age – looks for age ranges of the patients.


o Species – allows you to search for only specific species.


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o Codes – enter codes here to either search only for those codes or, when used with a additional check box, those codes can be excluded from the search.

o Additional Search Options

Search All Recalls – search for all matching criteria.

Recall Number – looks for a recall that is on a certain number.

• If you put a 2 in this box, it would look for the reminders that would be contacted for the 2nd time.

Maximum Recall Limit – this is the most number of times a client would be contacted regarding a specific reminder.

Include Reminders – includes reminders in the search.

Include Callbacks – includes callbacks in the search; check this box to only search for Callbacks.

Include Recommendations – includes recommendations in the search.

Include Clients with future appointments.

Exclude codes in list – any code that was entered in the box to the left will be excluded from the search if this box is checked.

• When finished entering criteria, click Search. When the search is finished, it will automatically move you to the Result List tab to view the findings.


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o Print




• Card text – lets you select the message that you want to print on the card.

• Edit – lets you edit the message you selected for the card.

• New – allows you to create a new message for the card.


• Letter text - let you select the message that you want to print on the letter

• Edit - lets you edit the message you selected for the letter

• New - allows you to create a new message for the letter

There are additional options for printing:







Labels – allows you to print mailing labels for the Result List.

Results – prints just the Result List.


Choose from listed Client, Patient and Code information. Click on the fields you wish to export. Click Export. You are able to save the exported information wherever you like.

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Other Searches

There are a few other searches that can be done inside of IntraVet. These include New Client, New Patient, Recall Generator and Referring Clients search. To access any of these searches, go to Communications and select the search you want to perform. All searches are run in the same manner (enter criteria and click Search) and have all the same options (to print and export the information).

New Client Search

Send your new clients a thank you letter or card of introduction or welcome using the New Client search. Many practices use handwritten postcards from the doctor. Run a search and print a card without any text. That would create a postcard that is addressed and have Dear (client’s name) with blank space to hand write the message. This search allows you to look for new clients that have been added into IntraVet.

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New screen shot

• Enter a Beginning Date and an Ending Date range – time frame for when the client was entered.

• Select a Branch.

• Search for Clients with email only – excludes all clients entered without an email.

• Include Clients with future Appointments.

• Exclude Temporary Clients.

• Click Search.

• This, like reminders and callback searches, will automatically take you to the Result List.

• You have all the same options to print or export that you had with the Reminders search.

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New Patient Search

This search allows you to find all new patients that have been entered into IntraVet. This list can be used to send clients any forms or paperwork that you would like them to fill out before their appointment and remind them of their upcoming appointment date at the same time.

Go to Communication | New Patient Search.

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• Enter a Beginning Date and Ending Date range – time frame for when the client was entered.

• Select a Branch.

• Search for new Patients from new Clients only – looks for new animals that have been added with a New client.

• Include Clients with future Appointments.

• Exclude Temporary Clients.

• Species – allows you to search for only specific types of new patients.

• Click Search.

• This, like reminders and callback searches, will automatically take you to the Result List.

• You have all the same options to print or export that you had with the Reminders search.

Recall Generator

Recall Generator Search can be used to search specifically for clients and patients who meet certain criteria and communicate with them directly. Cards, letters or labels can be printed from searches or the data can be exported.

• Examples of searches include:

• Locate patients who need services or are missing services - Pets over 3 who have not had a dental in the last year.

• Get a list of Senior Pets - Locate animals over 6 years of age, to promote a geriatric wellness program.

• Search for clients with more than 2 patients to introduce a new discount for multiple pets.

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Go to Communications | Recall Generator.

• Select the desired criteria - you can choose options from the following areas:

• Client

You can include or exclude items for Classification, Search codes, City, and Zip codes – this allows you to look for clients that match specific information.

For Number of Patients, Balance Due, Year to Date Services, and Discount percent there are options for criteria that is Greater Than/Equal To, Less Than/Equal To, Equal To, or Between and fields enter data ranges.

Year to Date Services can only search Current Year or Previous Year, but not both at the same time.

You can select to Match All or Any parameters.

Make your selections; press the green plus sign to the left of the line to add that item to the search parameters.

• Patient

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You can Include or Exclude for Sex, Species, Breed, Color, Stable and Status.

Age and Month of Birth will only allow one entry per search.

▫ For example, a search cannot be run for all pets with a birthday in January and in July at the same time.

Last visit date means the last date a pet was invoiced.

When choosing “Status”, if you do not want to include “Active” pets, be sure to delete “Active” from Include Status. This is a default in Recall Generator.

• History

It is possible to search for Procedure, Inventory, and Diagnosis codes.

History line items can be “included” for a date range to search for something that has been given, or “exclude” for something that is not in the medical records.

History options allow for searching for ALL the codes entered in “History” or for ANY of the items that were entered.

• General Options

Checkmark those items in General Options to include that functionality.

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If pets are not setup for reminders in the patient setup, regardless if they have any reminders in their history, they will not be found unless the option for Include patients setup not to receive reminders is marked.

• When you are finished selecting your options, click Search to continue.

• You also have the option to click Save. This allows you to save the search as a template.

o Templates are covered a little later in this document.

Result List

• Like all other searches, the search will automatically take you to the Result List.



o Print



IntraVet is designed to work with 3 up postcard (3 cards per sheet with a “bookmark” on one side of the page.

• Card text – lets you select the message that you want to print on the card.



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• Letter text - lets you select the message that you want to print on the letter.

• Edit - lets you edit the message you selected for the letter.

• New - allows you to create a new message for the letter.











Recall Generator Templates

IntraVet will keep the last 10 search parameters, but you can also create templates for those searches you run on a regular basis.

• Create a Template

• Select necessary parameters.

• At the bottom right, click Save.

• Create a Description for the search parameters.

• Click OK.

This will save your search parameters and run the search, taking you to the Result List page.

• To Load a Template

• Select the Previous Searches tab.

• There are 2 boxes listing previous run searches.

The top box lists the 10 previously done searches.

The bottom box lists saved Search Templates.

• Double-click on any previous search or click on the search and choose Load.

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• This will load the saved parameters that were selected.

• Verify the proper parameters are selected, make any necessary changes.

• Click Search.

• When creating a template with history ranges, dates have to be entered, and possibly changed when the search is run again.

Referring Clients Search

For a Referring client to be found, that person has to be entered in the referring client box when a new client is being setup in the system. You can use the Referring Client list to send a thank you card to your existing clients that refer people to your practice. Let them know they are appreciated by offering a discount when they bring in the postcard.

In IntraVet, go to Communication | Referring Client Search.

• Select a Beginning Date and an Ending Date to search for Referring Clients.

• You can also checkmark to Include Clients with future Appointments.

• Click Search to be taken to the Result List tab.

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o Print




• Card text – let you select the message that you want to print on the card.




• Letter text - lets you select the message that you want to print on the letter.

• Edit - lets you edit the message you selected for the letter.

• New - allows you to create a new message for the letter.










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EMAIL

In all of the searches mentioned, you are able to email messages to clients. You can also email reminders, documents and other information. The practice must have its email information setup before you are able to use this feature. To setup the email, go to Setup | Program | General Branch Setup. Click Edit for the appropriate branch. Go to General | Email.

• To obtain your Outgoing Email Server information, contact your Internet Service Provider.

• The main hospital and each additional branch can have an individual address set up to send and receive emails. Verify the current branch in the drop-down box. Change as needed to update any additional information.

• Click OK to save your changes.

Email in IntraVet

• Practices can email individuals from the client account. Information can include reminders, callbacks, recommendations, appointments and attachments.

• In the client account select the Client email button.

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• The composition box will open.

• Choose any of the following options:

Include Reminders, Callbacks, Recommendations, Appointments.

You can add attachments (from IntraVet documents).

Insert Canned Text.

• Click the Preview tab to view the email or click Send.