Guidelines - CLINIC HQ - Version 1

1. Start Here
- 1.1. Technology
- 1.2. HQ Uses Google Chrome
- 1.3. Logging In
- 1.4. Quick Search
- 1.5. The Dashboard
- 1.6. Getting Help
2. The Calendars
- 2.1. Spay/Neuter Calendar
- 2.2. Wellness Calendar
  - 2.2.1. Managing the Wellness Calendar
- 2.3. Mobile Locations
- 2.4. Troubleshooting
3. Scheduling Concepts
- 3.1. Correctly Scheduling Appts
- 3.2. Public, Volume, TNR
- 3.3. Owner vs. Client
- 3.4. SN, Wellness, Rechecks
- 3.5. Internal vs. External
- 3.6. Anesthetic vs. Non-Anesthetic
- 3.7. Priority Scheduling
- 3.8. Mobile Clinic Scheduling
- 3.9. Spay/Neuter Appointments by Time
- 3.10. Things to Know About Walk Ins
- 3.11. Multi-Clinic Considerations
- 3.12. Overbooking
- 3.13. Scheduler Log
- 3.14. Already Sterilized Status
- 3.15. Quick Search Action Menu
- 3.16. Feral Cats – Scheduling & Services
- 3.17. Address Requirements & Special Circumstances
- 3.18. Secondary Owners
- 3.19. Medication Pickups and Refills
4. Making Spay/Neuter Appts
- 4.1. Public Spay/Neuter Appointments
  - 4.1.1. S/N From the Calendar
  - 4.1.2. S/N Online (E-Appointments)
    - 4.1.2.1. Priority Appointments
- 4.2. Volume Spay/Neuter Appointments
5. Making Wellness Appointments
- 5.1. Wellness Appts From the Calendar
- 5.2. Wellness Appts Online (E-Appointments)
- 5.3. Vaccine Clinic Scheduling Strategies
  - 5.3.1. Internally
  - 5.3.2. Externally
6. Making Recheck Appointments
- 6.1. Recheck overview
  - 6.1.1. Scheduling Recheck Appointments
7. Changing Appointments
- 7.1. Canceling Appointments
- 7.2. Rescheduling Appointments
- 7.3. No-Showing Appointments
  - 7.3.1. Volume Client No-Shows
- 7.4. Converting Public to Volume Clients & Vice Versa
8. Understanding Various Paperwork (Templates)
- 8.1. Consent Forms
- 8.2. Drug Baggie Insert
- 8.3. Treatment Sheets
- 8.4. Cage Cards
- 8.5. Take Home Paperwork
- 8.6. The Medical Record
- 8.7. High Risk Waivers
  - 8.7.1. Verbal High-Risk Waivers
  - 8.7.2. Email High-Risk Waivers
- 8.8. The Rabies Certificate
- 8.9. The Spay/Neuter Certificate
- 8.10. The Roster
- 8.11. Print/Email Paperwork
- 8.12. How to create templates
9. What To Do Before Your Day
- 9.1. Review Consent Forms For Health Issues
- 9.2. Send Pre-Payment Link
- 9.3. Make a Patient Packet
- 9.4. Print Some Blanks
10. What To Do During Your Day
- 10.1. Step 1: Start Your Drug Log (Daily Task)
- 10.2. Step 2: Check In
- 10.3. Step 3: Exam & Pre-Med
- 10.4. Step 4A: Surgical Flow
- 10.5. Step 4B: Wellness Flow
  - 10.5.1. Non-Anesthetic (Wellness) Flow
    - 10.5.1.1. Changing from Non-Anesthetic to Anesthetic
- 10.6. Step 5: Check Out (Daily Task)
- 10.7. Step 6: Closing the Drug Log (Daily Task)
11. What To Do At The End of Your Day
12. How to Discount Things
13. Templates
- 13.1. Merge Fields Master List
- 13.2. HQ’s Surgical Consent Form Template
- 13.3. HQ’s Wellness & Vaccine Consent Template
- 13.4. HQ’s Visit Summary & Post Op Template
- 13.5. HQ’s Vaccine Clinic Visit Summary Template
- 13.6. HQ’s Surgical High Risk Waiver Template
- 13.7. Miscellaneous Templates
- 13.8. Adding Custom Fields to a Template
- 13.9. Service Estimates
- 13.10. Template Troubleshooting
14. Volume Client Portal
- 14.1. Setting Up the VCP
  - 14.1.1. VCP Setup – New Account
  - 14.1.2. VCP Setup – Connect Account for Multi-Clinic
- 14.2. Features of the VCP
- 14.3. VCP Login Help
- 14.4. Managing VCP Users
15. Integrations
- 15.1. Idexx Tests
- 15.2. Tests (Non-Idexx)
- 15.3. Microchips
  - 15.3.1. Petstablished Microchips
  - 15.3.2. 24PetWatch Microchips
16. Client Management
- 16.1. Understanding Client Types
- 16.2. Merging Clients or Animals
  - 16.2.1. Merging Clients
  - 16.2.2. Merging Animals
- 16.3. Changing Owners
- 16.4. Setting Up Volume Clients
- 16.5. Volume Client Owners
  - 16.5.1. Communicating with Volume Client Owners
- 16.6. Client Tags
  - 16.6.1. Animal Caution
    - 16.6.1.1. Animal Behavior Tags
- 16.7. Vaulting a Card
- 16.8. Uploading Documents to a Client File
- 16.9. Communication Logs
17. Communications
- 17.1. Appointment Confirmations
- 17.2. Appointment Reminders
- 17.3. Customizing Confirmations and Reminders
  - 17.3.1. Turning On/Off Reminders
- 17.4. Aftercare
  - 17.4.1. Take Home Paperwork
  - 17.4.2. The Healing Email
- 17.5. The Medical Record
  - 17.5.1. Providing Copies of Medical Records
  - 17.5.2. Rabies Certificates
- 17.6. Item Reminders
  - 17.6.1. Vaccine Reminders
- 17.7. Texting
- 17.8. HQ Chat
- 17.9. Other Common Communication Situations
  - 17.9.1. Sending Announcements to Clients
18. Accounting
- 18.1. Accounting Public
- 18.2. Accounting Volume
- 18.3. Item Sales
- 18.4. Subsidies
  - 18.4.1. Troubleshooting Subsidies
- 18.5. Deposits
- 18.6. Credit Cards
- 18.7. Client Credits
- 18.8. Write-Offs
- 18.9. Donations
- 18.10. Refunds
  - 18.10.1. Never Process Transactions in MX Merchant First!
- 18.11. Accounting Tools
- 18.12. Reconciliation
- 18.13. Financial Reports
- 18.14. Deleted Payment Log
- 18.15. Taxable Sales
- 18.16. Tax Setup & Exempts
- 18.17. E-Pay & Card Vaulting
  - 18.17.1. Card Vaulting
  - 18.17.2. Troubleshooting E-Pay
- 18.18. No Prices on Paperwork
19. Reports
- 19.1. Patient Metrics-Summary
- 19.2. Patient Metrics- Details
- 19.3. Patient Metrics- Master Report
- 19.4. Patient Metrics- Microchip Export
- 19.5. Service Metrics
- 19.6. Item Prep
- 19.7. Volume Client Metrics
- 19.8. Geographic Metrics
- 19.9. Executive Director Metrics
- 19.10. Partnership Metrics
- 19.11. No Shows
- 19.12. Drug Log
- 19.13. Donations Metrics
- 19.14. Death
- 19.15. Rabies Export
- 19.16. Recheck
- 19.17. Subsidies Summary
  - 19.17.1. Subsidies History
- 19.18. Appointment Scheduling Report
- 19.19. Priority Appointment Metrics
- 19.20. Custom Reports
  - 19.20.1. Cool Custom Reports
- 19.21. Tracking Colonies
20. Change / Audit Logs
21. HQ Administration
- 21.1. Data Migration
  - 21.1.1. Checklist for Migrating Data
- 21.2. Subscription
- 21.3. Multi-Clinic (More Than One Profile)
- 21.4. Canceling HQ
- 21.5. Terms of Service
- 21.6. Privacy Policy
- 21.7. Security
22. HQ Settings
- 22.1. Clinic Profile
  - 22.1.1. Breeds
- 22.2. Users
  - 22.2.1. User Role Permissions
  - 22.2.2. Don’t Use Generic Logins
  - 22.2.3. User Login Troubleshooting
- 22.3. Vets
- 22.4. Services & Products
  - 22.4.1. Updating Prices
- 22.5. Packages
- 22.6. Custom Fields
  - 22.6.1. Converting Custom Fields to Medical Notes
- 22.7. Clinic Tags
- 22.8. Vaccine Setup
  - 22.8.1. Non-Rabies Vaccines
- 22.9. Idexx Setup
  - 22.9.1. Idexx Troubleshooting
- 22.10. Divvy Setup
- 22.11. Patient Flow Setup
  - 22.11.1. Drug Chart / Protocol Setup
  - 22.11.2. Setup and Manage Controlled Substances
  - 22.11.3. Automation Setup for Patient Flow
  - 22.11.4. Enabling Patient Flow
- 22.12. Medical Notes Setup
  - 22.12.1. Auto Included in Setup
- 22.13. High Risk Waiver Setup
- 22.14. Prescription Labels
  - 22.14.1. Dymo Set Up
    - 22.14.1.1. Dymo Troubleshooting
- 22.15. Microchip Preferences
- 22.16. Capacity Management
- 22.17. Wellness Settings
  - 22.17.1. Appointment Types
  - 22.17.2. Rooms
  - 22.17.3. Anesthetic or Mixed Service Wellness Considerations
- 22.18. Templates Settings
- 22.19. E-Appointments
  - 22.19.1. Priority Scheduling Setup
  - 22.19.2. Adding E-appointments to Your Website
- 22.20. E-Payments
  - 22.20.1. Customizing E-Payment Email
  - 22.20.2. Credit Card Machine Setup
- 22.21. Mobile Location Settings
- 22.22. Confirmations and Reminders
- 22.23. Medical Records Request
- 22.24. Email Attachments
- 22.25. Call & Text Add On
  - 22.25.1. Estimating Texting Costs
- 22.26. e-Lobby
- 22.27. Invoices
- 22.28. Donations
- 22.29. Funding Partnerships
- 22.30. Subsidy Settings
  - 22.30.1. Employee Discounts
  - 22.30.2. Two Subsidies / One Item
  - 22.30.3. Sliding Scale Discounts
- 22.31. Grantors
- 22.32. VC Custom Pricing
- 22.33. Tax Info
- 22.34. QuickBooks
- 22.35. Chat Settings
- 22.36. OneLink E-Appointments (Multi-Clinic Only)
- 22.37. VCP Settings
- 22.38. Inventory
23. Standard Operating Procedures (SOPs)
- 23.1. Awesome Vaccine Clinics
24. HQ Related
- 24.1. All About HQ
25. HQ Help & Training
- 25.1. Community Support
- 25.2. Quizzes

Download as PDF

24.1.3.1. Case Studies

24.1.4. Training Videos

The ASPCA Spay/Neuter Library

Access the library here: https://www.aspcapro.org/training-spayneuter-alliance-training/spayneuter-library

This is a fantastic library covering all aspects of clinic management.

Spay/Neuter Protocols

And these are not just the guides we’ve created! Here is a journal article from the American Veterinary Medical Association on spay/neuter guidelines titled “The Association of Shelter Veterinarians’ 2016 Veterinary Medical Care Guidelines for Spay-Neuter Programs.”

“Shelter Medicine for Veterinarians and Staff, Second Edition, 2013. Editors Lila Miller, BS, DVM
Stephen Zawistowski, PhD, CAAB “

24.1.3.1. Case Studies

24.1.4. Training Videos