Configuring Medication Requests via Vetstoria

Modified on Sun, 21 Aug, 2022 at 7:16 PM

Medication / Repeat Rx / Prescription / Product ordering is a common request. Here's how the power of Vetstorias features come together to enable pet owners to place an order, schedule their collection time, and pay for it, all according to your rules.

Overview
Demonstration Videos
How do I configure this?
How to configure Digital Marketing
How to configure the Content Page
How to customize my email templates
How to integrate into my website
Copy & Paste Text Templates
1. Using Pre-Authorization Payment Flows
2. Using Request Payment Flows

Overview

Medication requests can generate a lot of phone calls and is a time-consuming process.

We have worked out the best way to utilise the features currently available to you within your current subscription price, that is both easy to understand for the client and simple for your teams.

Options available:

Customization of the messages and text the pet owner sees.
Capture a payment pre-authorisation when the pet owner submits their request, making taking payment and collection of the order more reliable.
Send a Payment request once you know the actual value of the order.
Control when collections can be scheduled.

Video Demonstrations

Pet Owner Flow with Pre-Authorisation

Pet Owner Flow for either Payment Request or No Payment

Capturing Payments (Pre-Authorization and Request Payment)

How do I configure this?

The set up uses 4 key features of your Vetstoria platform:

Digital Marketing
Content Pages & Workflow Customisation
Payments * (optional)
Personalization of Email Templates

Digital Marketing is the main 'Appointment Type' and controls the lead time you require to fulfil the order, as well as any restrictions to the availability, for example, you may want to limit pet owners to certain times of the day for collections.
Content Pages & Workflow Customisation provides the right information to the pet owner about the process at the right time in the booking flow.
Payments to help take the monies owed ahead of collection thereby helping a contactless collection and increase the reliability of pet owners turning help saving your stock!
(* Note: transaction fees apply)
Email Templates can further be enhanced using advanced logic to ensure the pet owner gets appropriate confirmation and a reminder of the process you detailed.

This guide will walk you through setting up each to bring your solution to life!

Or, contact our support teams to help you get set up!

Let's Get Started!

How to configure Digital Marketing

The digital marketing feature gives us the ability to highly customise the workflow and gives a unique URL which you can add to a button on your website.

Top Tip: If you are unfamiliar with the Digital Marketing feature and creating campaigns, more detail information can be found here:

Steps

1. Click On Digital Marketing on the left-hand side navigation bar

2. Click 'Start new booking campaign' located top right of your screen

3. Complete the following fields as shown:

Name = "Medication Order and Collection"
Appointment Reason = "Enter the medication and quantity required:"

4. Select your Payment Options

No payment required	Use this if either: If you want to send a 'Request for Payment' once you know the value of the medications. If you don't want to capture payment at any stage, or do not have a Stripe account connected
Pre-authorization mandatory	Use this setting if you want to capture credit card pre-auth for up to a certain value from the pet owner during the process.
Full Payment mandatory	Use this setting if you want to capture a fixed amount, for example, a deposit/upfront payment for the medications.

If you need Payments enabled on your account, please see:

Connecting a Stripe account to Vetstoria

* Note that transaction fees apply to all Stripe Transactions.

5. Set Appointment Duration

We suggest setting to 10, however, you can adjust this as needed.

6. Set the Appointment Fee

Set the Fee you want to charge the client based on:

Option	Setting
No payment required	Leave as 0.00
Pre-Authorization mandatory	Enter the value of the pre-authorization. Ideally, this value should cover the majority of orders. You will be able to take up to this value when performing a 'checkout' on the client transaction. Any remaining balance is released back to their card.
Payment mandatory	Enter the value you would like as an upfront payment for the medication order. For example a small deposit.

7. Set the 'Gap to Earliest Available Slot'.

This sets your lead time for the order. It sets the gap between the current time, and the first available slot the pet owner can select for the collection.

i.e if it's 12 pm on Monday, with a 48hr setting as shown, the first collection appointment they would see is 12 pm on Wednesday.

8. Set Applicable Branches & Species

This will restrict bookings via the link to certain branches, but more importantly, species.

We recommend including All Branches and All Species here.

9. Set the Calendars

If you have a specific calendar/column in your PIMS where you want the requests to go, set it here. In this example, we created a specific calendar separate from other options for this.

Remember: In order to ensure that 'regular' bookings do not go into this calendar, ensure you use the 'Excluded Appointment Types' on the calendar when you enable on Vetstoria in 'Settings > Clinicians'.

How to Configure the Content Page

We use the custom content page to provide the right information to the pet owner about the process. This important to set the correct expectations of the pet owner about the process.

Tip:

Keep it short to ensure pet owners read and understand.
Format it well with numbers and bullet points.

For more information about customising Content Pages and Workflows, see these articles:

Request Pre-Authorization Example:

Request Payment Example:

Steps

1. First, let us create the Content Page.

Go to Settings
Click on Content Pages
Create a new 'Disclaimer'
Name the Content Page as 'Medication Order Process'
Enter the text based on one of the examples above.
Click Save

2. Second, we will insert this into the Booking Workflow.

In Settings still.
Click on Workflows
Click on Create new workflow
Name the Workflow as 'Medication Order Flow'
Expand out section 1: Configure workflow and content pages
1. This is where we choose where the present the content page.
2. Click the ➕ between 'Appointment Info' and 'Time Slot'
3. Use the drop-down on the field and select 'Medication Order Process'
Click Next, or, Expand out section 2: Select appointment types
1. This is where we choose which appointment type to link this content page to.
2. Scroll through all the Appointment Types and find 'Medication Order and Collection' and select this. (or whatever you named it if different)
3. Click 'Save'
Ensure that the workflow shows as 'Active' with the toggle.

How to customize my email templates

The process around the collection of the order, and the general nature of a medication order, requires a slightly different emailed confirmation or reminder to that of a standard appointment.

Using advanced logic into the email templates, we can customize the wording in the confirmation email to fit that of a medication order.

Caution: Errors in this process will break the booking system.

If you are at all unsure or would like a team member here to assist you, please email us at support@vetstoria.com or use the 'Contact Support' link at the top of the page.

Example Email Confirmation with 'Pre-Authorization':

Example Email Confirmation for Request Payment:

Steps

We will customise 2 email templates to adjust (Appointment Confirmation and Appointment Reminder). We will insert three lines if logic into each email along with the specific body of text for Medication Orders.

An 'IF' clause to identify if it's a Medication order or regular appointment.
An 'ELSE' command to mark where the body text of the email changes between the two.
An 'END' command to mark where the email returns to normal.

The email confirmation will look a little unusual, but once you make a test booking, you will be able to see the output, which should be similar to the examples above.

1. First, Customizing the Appointment Confirmation Email.

Go to Settings
Click on Email Templates
Under the top salutation line, enter the 'IF' line of code:
1. ```
{% if (appointment_type) == "Medication Order and Collection" %}
```
2. If you named the Appointment Type differently in Digital Marketing, please adjust to match.
Now below this line, enter the body of text for the Medication Order (You can copy from the example above and customise as you need)
Following the wording required for the Medication, enter the 'ELSE' line of code:
1. ```
{% else %}
```
Following this line of code should be the standard appointment email template, which will begin with: Thank you for booking a consultation with us for {{pet_name}}.
Now for the 'END' line of code, which we want below the 'Appointment Details', where the Appointment Date, Time and Clinician is located. You may also have the merge fields here for the 'Appointment Type Message and the Filter Message, is so, place below this.
1. ```
{% endif %}
```
You should now have the top of your email template looking like this:
(the 3 code lines are highlighted so you can see where they belong)
Click 'Save' at the bottom of the page.

2. Second, Customizing the Appointment Reminder.
(If you are not using Vetstoria to send reminders, you may skip this step.)

Within the same screen, scroll down the the 'Appointment Reminder Template.
Repeat the above steps.
Your template should look similar to this(the 3 code lines are highlighted so you can see where they belong)
Click 'Save' at the bottom of the page.

Top Tip:

If you make a mistake and want to reset the email template to default:

Delete all the text in the template (so it's completely blank)
Click 'Save'
The template will reset to default.

How to integrate into my website

Now you have everything set up, next, we want to present this option to pet owners.

We highly recommend creating a unique call to action button on your website called 'Order Medication' or similar.
Use the Digital Marketing link as the destination URL for this CTA
You can also use the link in emails to the pet owners.

Obtaining the URL

Open Digital Marketing
Click on the campaign called 'Medication Order and Collection'
Copy the URL from the 'pop-up' information.
Provide this URL to your Website Designer for the button on your website.

Tip:

You could also use the QR code printed out and stuck to the outside of your front door, other locations, or on printed matter.

Copy & Paste Text Templates

A selection of text templates as used in the demonstration above which you can copy and paste into your own setup, and customize further to suit your own business need.

Email Templates Note:

You may have already customized your email templates or have slightly different wording. Please ensure you only copy the parts you need.

We've included the full example here, with all three parts of the logic, but you may need to adjust to the part after the {% else %} to match what you currently have.

Using Pre-Authorization Payment Flows

Content Page

Medication Order Process

On the next few screens, we will capture your order.

The steps will be as follows:

Pick your desired collection time.
Enter your details, and your pets name
Enter the medications you require when prompted.

We will then prepare your order so it is ready for you at your selected time.

Payment

You will be asked to pre-authorize your payment credit card for £50.
We will capture the actual amount for your medications as soon as we confirm the price.
- Health Plan Clients note: you will not be charged if it is included in your plan, and the charge will be canceled on collection.

Please Note:

Only come to the clinic at your scheduled collection time.
If there is an issue with your order, we will call you.

Click Next to continue...

Email Confirmation

Dear {{salutation}} {{first_name}} {{last_name}},

{% if (appointment_type) == "Medication Order and Collection" %}

Thank you for ordering your medication for {{pet_name}}.

We will now begin preparing your order so it is ready for you to collect.

Your collection is scheduled on {{appointment_date}} at {{appointment_time}}.

Payment

Thank you for pre-authorizing your card
We will confirm the amount due and capture this from your pre-authorized amount.
Any remaining balance will be released back to you.
- Health Plan Clients note: you will not be charged if it is included in your plan, and the charge will be canceled on collection.

Please Note:

Only come to the clinic at your scheduled collection time.
If there is an issue with your order, we will call you.

{% else %}

Thank you for booking a consultation with us for {{pet_name}}.

The appointment details are as follows:

Date: {{appointment_date}}
Time: {{appointment_time}}
Appointment: {{appointment_type}}
Vet: {{clinician}}

{% endif %}

... the remainder of the email continues from this point.

Email Reminder

Dear {{salutation}} {{first_name}} {{last_name}},

{% if (appointment_type) == "Medication Order and Collection" %}

We would like to remind you that you have a medication collection scheduled for {{pet_name}}.

Your collection is scheduled on {{appointment_date}} at {{appointment_time}}.

{% else %}

We would like to remind you that you have booked a consultation with us for {{pet_name}}.

The appointment details are as follows:

Date: {{appointment_date}}
Time: {{appointment_time}}
With: {{clinician}}

{% endif %}

... the remainder of the email continues from this point.

Using Request Payment Flows

Content Page

Medication Order Process

On the next few screens, we will capture your order.

The steps will be as follows:

Pick your desired collection time.
Enter your details, and your pets name
Enter the medications you require when prompted.

We will then prepare your order so it is ready for you at your selected time.

Payment

You will receive an email requesting payment once your order is prepared.
This must be paid prior to collection.
- Health Plan Clients note: you will not get a request for payment if it is included in your plan.

Please Note:

Only come to the clinic at your scheduled collection time.
If there is an issue with your order, we will call you.

Click Next to continue...

Email Confirmation

Dear {{salutation}} {{first_name}} {{last_name}},

{% if (appointment_type) == "Medication Order and Collection" %}

Thank you for ordering your medication for {{pet_name}}.

We will now begin preparing your order so it is ready for you to collect.

Your collection is scheduled on {{appointment_date}} at {{appointment_time}}.

Payment

You will receive an email requesting payment once your order is prepared.
This must be paid prior to collection.
- Health Plan Clients note: you will not get a request for payment if it is included in your plan.

Please Note:

Only come to the clinic at your scheduled collection time.
If there is an issue with your order, we will call you.

{% else %}

Thank you for booking a consultation with us for {{pet_name}}.

The appointment details are as follows:

Date: {{appointment_date}}
Time: {{appointment_time}}
Appointment: {{appointment_type}}
Vet: {{clinician}}

{% endif %}

... the remainder of the email continues from this point.

Email Reminder

Dear {{salutation}} {{first_name}} {{last_name}},

{% if (appointment_type) == "Medication Order and Collection" %}

We would like to remind you that you have a medication collection scheduled for {{pet_name}}.

Your collection is scheduled on {{appointment_date}} at {{appointment_time}}.

{% else %}

We would like to remind you that you have booked a consultation with us for {{pet_name}}.

The appointment details are as follows:

Date: {{appointment_date}}
Time: {{appointment_time}}
With: {{clinician}}

{% endif %}

... the remainder of the email continues from this point.

And that is it, it couldn't be easier for your pet owners and helps reduce phone calls!

If you have any questions or if you need further help, please login to Vetstoria to chat with our team or use the Contact Support form linked at the top of this page.

Configuring Medication Requests via Vetstoria

Medication / Repeat Rx / Prescription / Product ordering is a common request. Here's how the power of Vetstorias features come together to enable pet owners to place an order, schedule their collection time, and pay for it, all according to your rules.

Contents

Overview

Video Demonstrations

How do I configure this?

Let's Get Started!

How to configure Digital Marketing

Steps

How to Configure the Content Page

Steps

How to customize my email templates

Steps

How to integrate into my website

Obtaining the URL

Copy & Paste Text Templates

Using Pre-Authorization Payment Flows

Medication Order Process

On the next few screens, we will capture your order.

Using Request Payment Flows

Medication Order Process

On the next few screens, we will capture your order.