16. Client Management

*THE BIG WHAT
In this section, you will learn different options for finding clients in HQ, understanding different client types, and managing your clients.

Find Clients And Animals

All searches are done in one spot: Clients > Search Clients / Animals.

This search feature is conveniently located in the Client section of Clinic HQ. On the left, under Client Management subheader, select Search Client / Animal.

*You can search by the following categories with the drop-down menu on your Dashboard:
Public Client Name
Public Client Phone Number (cell and/or home)
Volume Client Name
Volume Client Owner Name
Volume Client Owner Phone (cell and/or home)
Animal Number
Animal Name
Animal Name + Last Name
Microchip
Rabies tag
Ten items per page is the default display; however, you can adjust this to five, ten, or twenty by selecting the drop-down that contains 5, 10, 20 followed by “items per page.”

Below is the logic for how our search works.

For client names (public and volume client owners): Type in a minimum of any two characters, and the software will search for those characters in combination.

Example: If you type in “sam” (without the quotes) any name with sam in it will populate. So Sam Smith and Brenda Sampson, and Rose Sambrano will all appear on the list.

Items are alphabetized by the owner’s first name in the case where only a partial name is input. For example, Brenda Sampson would precede Rose Sambrano because B comes before R alphabetically.

For client phone numbers (public and volume client owners): Type in a minimum of any two characters, and the software will search for those characters in combination. You can search for partial phone numbers when an area code is unknown for example. Or you can simply ask for the last four digits of a client’s phone number.

Rabies Tags / Microchips: This is also a partial search with a minimum of two characters.

*Note: One trick you can use is to also search from the appointment setting screen. If you are making an appointment, you can easily type in a phone number, hit tab, and the software will search for that number. It also works with first/last name and address.

Marking A Patient As Deceased

Occasionally, you may receive notice from a client that their animal has passed away. In order to prevent future vaccine reminders, you should mark the patient as deceased. Here’s how.

1. Go to Search Clients / Animals and find the animal you need to mark as deceased.
2. Under the client’s profile, on the Animal tab, click the Action drop down menu next to the animal.
3. From this menu select the Edit button.
4. Click the button to mark as deceased.
   

*Note: If an animal dies within 72 hours of surgery, this should be inserted into the checked-out patient record in the animal tab, Type of Death and Cause of Death, as this death may be attributable to surgery. This is also where “Euthanized per owner request” is input.

Marking an animal as deceased in Check Out

Choosing a cause of death

Client Communications

Within the client’s profile is a section for communication logs. This shows the outgoing confirmation/reminders, payment requests etc. Here we can see if the client successfully received the communication or not. If your client did not receive the communication a red X will be listed next to the Message. Hover over the X to see the reason the attempt failed.
Tip: If the message delivery failed for email – check the client’s email address on the profile. Many times you can catch an obvious typo. Correct the email and the reminders will resume.

How do I resend a confirmation or reminder?
Unfortunately, the confirmation/reminders cannot be resent from Clinic HQ. Click the Message button under communication to see what the message should have said. If it was an email, open you email provider and compose a new message. Copy and paste the message from HQ to the newly composed email.

Creating a Call Log or Communication Reference

For Public and Volume Clients, we have the “Long Notes” internal section where you can stash a note about a client communication. Search the client and open their profile.

Long Notes are internal/private notes for logging communications or other noteworthy details.

For Volume Clients, HQ Chat tool is the one stop shop for communication with volume clients. It allows for a transparent log for all staff members to read what has been communicated with a VC. It’s a good practice when chatting with VCs about something you’d like to document, you recap it in the chat so there’s a visual history for all staffers.

These messages will be available for reference via Chat by clicking the VC’s name. Scroll through the message history to review.