Petly staff training

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Petly is an online portal that allows clients of the BRVC veterinary clinic to access their pet's medical information, request appointments, order prescription refills, upload photos, and communicate through a Facebook section. Clients of BRVC are given Petly accounts to manage their pet's medical records and services. Information like lab results, medical notes, and appointment requests are posted to Petly by clinic staff. The clinic is informing clients about Petly through newsletters, emails, posters, on-hold messages, and encouragement from staff.

Topics for Today:
• What does Petly do? What is it used for? What does it look
like?
• Who gets a BRVC Petly account?
• How do clients create their account?
• What information can be posted to Petly accounts? How does
it get there?
• Who is allowed to post information to Petly accounts?
• What happens when a client requests an appointment?
• What happens when a client requests a prescription refill?
• How are we informing clients about Petly?

 Keep pets’ medical info (medical notes, vax status, lab results)

 Request appointments or order prescription refills

 “opt in” for text message Appt Confirmations

 Upload pictures

 BRVC Facebook section

What gets posted to Petly and how?

Lab Results Medical Notes

Educating Clients
12/11/12: December Newsletter with Petly feature
12/13/12: Email Invitation to join Petly

• Posters and signs in Reception and Exam Rooms

• On-hold message with Petly information

• Staff encouraging clients to sign up

Client Questions

Petly Troubleshooting Voicemail Box

Client Correspondence Document

Test Yourself:
• What does Petly do? What is it used for? What does it
look like?
• Who gets a BRVC Petly account?
• How do clients create their account?
• What information can be posted to Petly accounts?
How does it get there?
• Who is allowed to post information to Petly accounts?
• What happens when a client requests an appointment?
• What happens when a client requests a prescription
refill?
• How are we informing clients about Petly?

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Petly staff training

1. Petly Pages

2. Topics for Today: • What does Petly do? What is it used for? What does it look like? • Who gets a BRVC Petly account? • How do clients create their account? • What information can be posted to Petly accounts? How does it get there? • Who is allowed to post information to Petly accounts? • What happens when a client requests an appointment? • What happens when a client requests a prescription refill? • How are we informing clients about Petly?

3. Meet Petly

4.  Keep pets’ medical info (medical notes, vax status, lab results)  Request appointments or order prescription refills  “opt in” for text message Appt Confirmations  Upload pictures  BRVC Facebook section

5. Who gets a Petly account?

6. What gets posted to Petly and how? Lab Results Medical Notes

7. Appointment Requests

8. Idexx Message Center

9. Prescription Refills

10. Educating Clients 12/11/12: December Newsletter with Petly feature 12/13/12: Email Invitation to join Petly • Posters and signs in Reception and Exam Rooms • On-hold message with Petly information • Staff encouraging clients to sign up

11. Client Questions Petly Troubleshooting Voicemail Box Client Correspondence Document

12. Test Yourself: • What does Petly do? What is it used for? What does it look like? • Who gets a BRVC Petly account? • How do clients create their account? • What information can be posted to Petly accounts? How does it get there? • Who is allowed to post information to Petly accounts? • What happens when a client requests an appointment? • What happens when a client requests a prescription refill? • How are we informing clients about Petly?

Editor's Notes

This presentation will introduce you to an exciting new online tool being offered to clients of Bishop Ranch Veterinary Center. It’s called Petly Pages, and we are the only veterinary hospital in the area to offer this service.
During this presentation, we will explorePetly and how it will work for the BRVC Community. These are some of the questions you should be able to answer at the conclusion of the presentation.So let’s get started….
This is what Petly looks like. It is a place for clients to privately keep their pets’ medical information – like medical exam notes, vaccination status, and lab results. But it does a lot more than just store information.Clients can request appointments with us or order prescription refills.They can see reminders for any upcoming scheduled appointments.AND this is where clients can choose to “opt in” to receive text messages for appointment confirmations.Clients can also personalize the page with their own uploaded pictures of their pets. They have their own login information and can access all this information at any time ; from any computer. And it shows a BRVC Facebook interface, so the clients can follow what we are posting/discussing on our Facebook page.
In order to create a Petly account, you must be a BRVC client with an email address stored in Cornerstone. Invitations are sent automatically by Idexx to the email account on file, and the client follows directions to create their own username and password for their Petly account.Invitations will be sent to all our clients with email addresses on 12/13/12. After that, only clients with new email addresses will receive invitations. We do not have a link that we can give to clients to create an account- it is controlled through Cornerstone.I strongly suggest that all staff members create a Petly Account for your own pets, so you can become familiar with it.
Medical Reminders such as vaccines, exams, reminders to purchase Flea & Heartworm preventatives will all show on Petly automatically. We can also “post” individual documents like Medical Notes that have been finalized, or Lab Results.Any document in Cornerstone that has this button on it is able to be posted to Petly. For now, doctors will be the only ones allowed to post documents to Petly.
It’s easy for a client to use their Petly page to request an appointment with us. They just click a button. Then they are allowed to suggest up to 3 dates and times that work for their schedule. We pre-set the days and hours they can request.
BRVC staff will view and process the request via the new “Idexx Message Center”. You open it by clicking on the little icon with the exclaimation point. Much of these requests will be processed by phone room and CSR staff during their shifts.
It’s also very easy for clients to request prescription refills. They click a button, and are taken to the same prescription refill site we currently use. There is no change to how pharmacy techs process refill requests.
On 12/11, our BRVC Newsletter will go out with information about Petly, and inform those clients they will be receiving an email invitation on 12/13 to join Petly, and to look for that invitation. Then, on 12/13, Idexx will issue the email invitations to all our clients with email addresses on file in Cornerstone.Petlywill also be featured in various marketing posters and signs around the hospital.And even more importantly, we ask for your help to communicate features and benefits of having a Petly Page.
We expect a number of questions to come through as our clients learn to master this new online tool.To help minimize staff time on troubleshooting,We will have a voice mail box especially dedicated to Petly Page client questions. Frequently asked questions will be addressed here. We also plan to create a correspondence document with this information, which can be emailed to the client or viewed from our website.

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Editor's Notes