Receptionist User Guide for Merlin (IVC) - Multi-site Clinics

This article helps you understand how Matched, Unmatched and Partially Matched appointments appear in Merlin. There is also a link at the bottom of this article to download a printable copy.

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Known Limitation: "Prospect" tag showing on Matched appointment

For multi-site clinics when a particular client file in registered in one site/branch, and the appointment is booked in another, the appointment will show up on Merlin with the "Prospect" tag, but when you double click on it, it will already be linked to the relevant client/patient files.  To understand this let's use an example below: 

Jane's client file indicated that her file was created at the Walton Site/Branch as shown below:

Now let's say Jane went to another Site/Branch called Esher and booked an appointment with them, this is how the appointment would look on Merlin:

and when you double click on it, it will take you to the "treatment" page which showcases the client's medical record as per normal:

when you see the treatment page, this appointment should be processed as a matched appointment with no additional steps required to register the client to the relevant client and patient file. This only occurs because a client booked an appointment in a branch other than the one their file is registered in, and will work like a matched appointment, but will erroneously be shown to be a "prospect" client.

Additionally, if you double click, and the following popup shows:

then the appointment is considered to be either an unmatched or partial matched one, and you would need to follow the steps mentioned in the other sections here. 

This known limitation and will be addressed in a future update.

Section 1:  Merging an unmatched appointment with an existing client file 

In certain instance, Merlin may detect that an email or phone number is associated with an existing client file and will give you the option to merge the files. Given below are steps on how you can do this:

1. Double click the appointment on the schedule
2. Click "yes" on the follow-up pop-up
3. Select the correct client and patient file and click on Merge to selected Client and Patient
4. The appointment will now be merged, and the appointment entry will now be switched to a matched appointment.
   The search here is done on Merlin and may sometimes not work as thee details entered by the pet parent could vary quite a bit and Merlin may not pick up on the similarities. 
    

Section 2:  Merging a misspelt pet name with the correct patient file.

On Merlin, in order for the patient files to match, it is important that the pet's name is a one-to-one match with the patient file on Merlin. In certain situations, it was noticed that the pet parent may enter the pet's name with a typo or may enter their last name with the pet's name which leads to a partially matched appointment (registered client but new pet), but you can link it to the relevant file by following the steps below:

*In this example the pet parent entered their pet's name as Bela instead of Bella.

1. Double click the appointment on the schedule 
2. Click "yes" on the follow-up pop-up
3. Select the correct client and patient file and click on Merge to selected Client and Patient
4. The appointment will now be merged, and the appointment entry will now be switched to a matched appointment.

When a pet parent books an appointment for a new patient that has not visited the clinic before, the appointment goes as a partially matched one and would need to be registered in by doing the following: 

1. Double click the appointment on the schedule 
2. Click "yes" on the follow-up pop-up
   
3. Select the client file, and once verified that this is indeed a new pet, click on Register as a new Patient
4. You will now be able to create the patient. Enter the basic details such as its species and click on Save; the remaining information can be entered once the patient visits the clinic
   
5. Once you click on save the newly created patient file will now be linked to the relevant client file and all appointments booked going forward will automatically link.

Click on the below attachment to download an interactive PDF

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.