MY PET HEALTH APP

OVERVIEW

The My Pet Health App is available for your clients to download from their relevant app stores. It integrates with Assisi and offers your clients a user-friendly Dashboard displaying all of their animals, including a Wellbeing score which is dependent on pre-determined factors about their health.

It includes a reminder system for:

Their vet appointments
Annual booster vaccinations
Medication doses for wormers and flea treatments

It offers the ability to book new appointments via the App for your existing clients, and by a web portal widget that can be installed on your practice website for either existing or new clients. You will be able to define which types and slots are available to them for self-booking.

Once an appointment has been booked, your Assisi appointment book will be immediately updated and users will receive a confirmation email and subsequent reminders via the App so that they don’t forget their appointments.

App users can:

Track their pet’s weight and update your Practice with their latest weight recorded at home.
Update your Practice when their pets have received self-administered flea and worming treatments.
Track and update other essential health details.
Update their contact details and privacy preferences.

Any changes made in the App will be transmitted to your practice and displayed on a My Pet Health Changes list in Assisi. As a Practice, you can choose to either accept that these updates are automatically saved against your client records or you can choose to view them prior to manually authorising them.

There is a payment system integrated into the App with our ClearAccept-powered solution so that your clients can make payments online from the App. These payments are automatically uploaded into Assisi and recorded on the client’s records – they do need to be allocated against outstanding invoices but they will be included in your cashing up report so that you will know who has made a payment via the App.

This feature supplements the online-payments facility that is already available via ClearAccept within Assisi.

REGISTRATION

In order for your clients to register on the App, they will need to receive a Validation Code from your practice.

On the Welcome Screen, when they click Register, they will be prompted to register with their email address (this will become their username) and to add a password and click Continue.
They will then be prompted to Add their vet by typing in a unique reference number. To do this, they will need to be sent the reference number by email from your Practice that confirms which Veterinary Practice they attend and identifies which client they are. They should type in this reference number when prompted and click Register.
For you to generate it,
Search for and display the relevant client record in Assisi.
Make > sure that their mobile number is included on the Owner Details > screen, together with the email address that they will be using to > register for the app.
On the right-hand toolbar, click Register for My Pet Health and > at the Submit Client Details to My Pet Health? Prompt, click > Yes.
At the Owner registration submitted prompt, click OK.
At this point, the Welcome email will be transmitted to their email > address and this will include their Validation Code. They should > type this into the App when prompted and click Register.
They will be prompted to add, and confirm, a 5-digit PIN which can be used in future to open the App if they have closed it without logging out. They will also be prompted to activate Touch or Face ID. If they choose to do so, this would automatically be used to open the App without having to type in the PIN.

If they have logged out, however, they will always need to log back in using their username and password.

DASHBOARD

The app will open on the Dashboard Welcome/Screen. The Dashboard displays:

The Veterinary Practice name at the top left.
There is a My Account option at the top right of the screen which will display their current profile details with a link to maintain these. There is an option in their profile to request their account deletion, should they decide that they no longer wish to use the App.

There is also a link in My Account to their GDPR preferences – together with links to change their password and sign out of the App. This is also where the Privacy Policy can be found.

Below this will be the owner’s outstanding balance at your Practice (if an outstanding balance exists) with an option to make a payment online, which will be transferred to the Practice and the client’s balance updated accordingly. Receipts will be emailed to the user’s email address. As previously mentioned, online payments will need to be allocated manually to the correct invoices.
Booster vaccination reminders for each pet will be displayed as they become due, together with reminders for flea/tick and wormer products.
Marketing articles can also be generated in bulk from within Assisi using SQL Ad-hoc Reports and transmitted to selected owners. There is also the option for a one-off message to be transmitted to a registered owner from the Client Details screen.
There is a notification icon displayed at the top of the Dashboard which indicates when an unread notification/reminder has been received. The icon will change colour once the notification has been read. The user will can also receive a notification directly to their device if they are not currently logged into the app when a notification is received.
Next on the Dashboard will be displayed a brief summary of their live pets’ details, together with a summary of their pets’ Wellbeing Scores and a more detailed description of how these scores can be improved.
As animal details are updated in Assisi, eg new animals added or existing animals marked deceased or rehomed, or boosters or flea and worming treatment carried out, then these details are transmitted automatically to the App so that the pets’ details can be kept up-to-date.
Users of the App will be able to book an appointment (either through the App or via an online portal) and they will be emailed confirmation of appointments booked in this way.

Please note that appointment slots will need to be configured by the Practice in the appointment book to define those slots that are available for online bookings. (See more detailed notes on Page 5.)

This will also involve some configuration in an online portal to map available appointment rooms to branches and available appointment types to rooms. After liaising with your Practice, this will be configured by our Support Team when setting up your server for App use.

Reminders for existing appointments will be displayed, whether these are booked directly with the Practice, through the app or through our web appointment-booking portal. Any subsequent changes to the appointments made directly in Assisi will be reflected in the App. Appointment reminders are automatically removed once the appointment date and time has passed.
Your Veterinary Practice can send you messages/news/marketing updates, and such notifications will be sent to your device. In the App, the Notifications icon on the right-hand side at the top of the Dashboard, next to the My Account icon, will display these messages when clicked.

They can also send one-off messages to an individual App user which will appear on the Notifications List in the same way, ie prescription or food order ready for collection.

This symbol will display a red alert when a notification message is received on your device, but not yet read, and this alert will change to green when all outstanding messages have been read.

Once the users have viewed the reminders or other notifications, or appointments have been attended, they can click Confirm to remove the reminder from the app.

My Account

Profile

There is a My Account menu at the top right-hand section of the Dashboard. Here users can view their profile details that will have been uploaded from your Practice Client Details screen. It displays their name, full address, email address and telephone contact details.

There is an option to update these details from the app and a change request will be sent to your Practice if they do so. If you accept the changes, their Client Details screen will be updated accordingly. If you choose to reject these details, the Client Details screen will remain unchanged.

They can also request their account deletion from this menu. If they wish to do so, they should click Request Account Deletion and at the Are you sure? prompt click Delete Account. If they change their minds, they can click Go Back instead and their account will remain in place.

Preferences

This option relates to the GDPR Reminders and Marketing settings on the Client Details screen and the GDPR Opt-in and Opt-out of contact settings, ie the tick boxes alongside Home, Work and Mobile Phone numbers and their Email address. There are Yes and No settings for these options which they can change and send their change requests to the practice.

They can also Change their password, sign out of the App and view the App’s Privacy Policy from this menu.

The following additional Menu Options appear at the bottom of the Dashboard screen:

My Pets

Users can click on a pet - either from the Dashboard or the My Pets menu - to display more details that will have been uploaded from your Veterinary Practice about each pet, including an explanation of their Wellbeing Score breakdown.

They can view the following details and send a Change Request to the Practice through the app, where relevant:

A pet’s weight history;
The date that a pet last received worming and flea/tick treatment;
The date of a pet’s last booster vaccination; and
Whether a pet is insured and, if so, with which insurance company.

In addition, if a pet is registered in a Practice Health Scheme, they can download to their device a pdf of the terms and conditions of the Scheme.

They can also upload to the App, from their device, a photo of each pet which will be displayed alongside the pet’s details. To do so, when they click on a pet, they can click a camera icon at the top right-hand side of the screen, where they will be offered the option to open their camera and take a picture or select a picture that is already stored on their device. This picture can be transferred to the Practice, where it can be stored against the animal’s details in Assisi.

Each time that a change request is transmitted to the Veterinary Practice from the App, you have the ability to accept the update to the details that you hold, or to reject the changes. Users will be advised of your decision by email.

It is also possible to automatically authorise all changes without any intervention from yourselves, if you prefer.

Reminders

Any annual booster vaccination and flea/tick or wormer treatment reminders that are displayed on the Dashboard can also be viewed from this menu, and appointments booked through the app or through an online web portal, if required.

Reminders for boosters will be displayed from 30 days before the due date, together with reminders for wormers and flea treatments where a due date has been generated in Assisi; reminders for wormers where treatment has been added from the App will be displayed 3 months after the last treatment date; and those for flea treatment will be displayed 6 months after the last treatment date.

Appointments

Any appointment reminders that are displayed on the Dashboard are also displayed on this menu.
The appointment details will be updated automatically if the appointment is rescheduled or cancelled at the Practice, and removed automatically once the appointment date has passed. There is no facility to cancel or reschedule an existing appointment in the App.
They can click on the appointment details and click Confirm if they wish to remove the appointment reminder manually.

My Vets

Users can register at more than one Veterinary Practice at a time – maybe for referrals to specialist Practices – or if they move Practices. They can then temporarily toggle between Practices by manually setting the Active Vet. If they log out, then when they next log in, the Active Vet will automatically default back to the original Vet’s details. They can also remove a Practice if they no longer attend that Practice for any of their animals.

They can move from one branch to another for multi-branch Practices, where all branches in the group are using the same instance of Assisi, as is the case with online servers where multiple branches log into the same online server and share an Assisi database. In these circumstances, the Customer Branch on the owner’s record will determine which branch is set as the default branch in the App. Changing this branch setting from one to another will automatically update the Active Vet details in the App.

CONFIGURING ONLINE APPOINTMENT SLOTS

If you are currently using Vetstoria for online appointments, please contact our Support Department to discuss mapping Rooms to Appointment Types, to avoid any conflicts.

In order for Assisi to publish available appointment slots to My Pet Health, the Rooms and Appointment Types (Categories) need to be set up as follows:

Appointment Types

You need to create two sets of appointment types:

Blocking Appointment Types to allocate the types and quantity of > slots available for online appointment booking.
Standard, Non-blocking Appointment Types for My Pet Health users > to select when booking an appointment.
Click Settings on the Assisi Desktop->Appointment Books->Appointment Types.

Click New Type, or edit an existing Appointment Type, and make sure that it is configured as follows.
Tick Blocking for those types that you plan to use to block off > available slots in the online appointment display, eg > Consultation Online or Nurse Appt Online.
Do not tick Blocking for those types that you wish to be used > when booking an appointment, eg Annual Booster, Puppy Check, or > Weight Check.
Make sure that you set the default appointment length for each > appointment type.
Publish > Online must be ticked for both types.
Click Save.

Note: You can, of course, use your existing Non-Blocking Appointment Types – just make sure that Publish Online is ticked.

Blocking Appointment Type Non-Blocking Appointment Type

Note: There is an online portal which sits between your Practice and the app and this needs to be configured for you after you have set up your online slots and before you start using the app.

Multiple non-blocking appointment types can be mapped to one blocking appointment type. So, you can set up a blocking type called Consultation Online to reserve your slots and non-blocking appointment types can be mapped to these slots, ie General Consultations, Annual Boosters, Puppy Check, Check Anal Glands, etc could all be booked into a room reserved for Consultation Online blocking slots.

If you set up a Nurse Appointment Online blocking slot, you can set up and map a Weight Check, or Re-dress Wound or Remove Sutures so that these appointment types could be booked into a room reserved for Nurse Appointment Online slots.

But don’t mix the two types of blocking slots into the same Room. When an app user selects an Appointment Type, they will be offered any slot in a room to which that appointment type is mapped.

Allocating Online Slots

Decide into which rooms you wish to allow users to book online appointments and, for those rooms only, make sure that Publish to Website is ticked on the room configuration screen. Also make sure that you allocate the room to the relevant branch.

You should set up a one-week pattern of available online slots for each of your selected rooms, Monday to Sunday, which can then be copied forward throughout the book for a specified number of weeks (much like you block off unavailable slots currently - but make sure that you block off individual slots for each appointment as each slot will be available for one appointment only).

NOTES: When you close off a room, say for Bank Holidays, Annual Holidays or Staff Meetings, etc, after you have added online slots, make sure to remove any online slots that may already exist from those days that are to be closed.

To Block off Appointment Slots

Double-click a relevant slot in the first appointment room.

Click Blocking, to display the blocking types only, and select the Type from the drop-down list.
Check the length of the slot and click Save Appointment.
Repeat for each slot to be allocated.
Continue in this way until the week’s pattern is complete.

To Copy Your Pattern Forward

Click Settings on the Assisi Desktop->Appointment Books->Copy Patterns.

Source Data

This section identifies the room and start date of the pattern to be copied.

Select the Room Name from the drop-down list.
The Start Date should be the start date of your pattern.
Pattern Days is the number of days in your pattern, ie 7.

Destination

This section identifies the room and dates to which the pattern is to be copied.

Select the same Room Name from the drop-down list.
The Target Date should be the Monday following the Start Date of the pattern (ie in this example you are copying the seven-day pattern starting on Monday 17^th April to the same room starting the following, Monday – 24^th April).
The number of Repeats is how many more weeks you wish this pattern to be copied forward in this way, 51 would copy that routine again to the next 51 weeks, giving 52 weeks of pattern in all, then you can repeat the copy just before the pattern runs out.

Block Patterns to Copy

Click the Appointment Type/s that you wish to copy. This is important, otherwise nothing will be copied.

Click the Tick to begin the copying process. You will be prompted once the copying process is completed.

Note: Once complete, close and re-open Assisi before you attempt to view the copied pattern. Assisi reads any changes to the configuration of rooms and appointment types only when Assisi is opened so these changes won’t be visible on any workstation until the application is next opened.

Repeat for each room for which you wish to allow online appointment bookings.
When complete, your appointment view might look like this:-

Note: You can manually book appointments at your Practice into these slots by double clicking the slot, selecting Edit Appointment and changing the Appointment Type to a non-blocking appointment type and searching for the client and animal details as you normally would when booking appointments. Once the online portal has refreshed, the slot would then no longer be available to book online.

Any changes to a booking made in the Practice will be uploaded and reflected in the App.

Appointments Booking Display in MPH

During the booking process on the App, the user will be asked for:-

The Branch at which the appointment is to be booked (a list of branches will be offered for selection).
Any Symptoms that the animal is displaying. This is added as free text.
The Appointment Type (a drop-down list of appointment types that have been linked to the relevant booking slot in the online portal will be offered for selection).
The booking details will be displayed for confirmation and, once the request has been submitted, the user will receive an email confirming the booking.

Once an appointment has been booked via the App, the appointment will be displayed in the selected slot in the Assisi appointment book for the branch requested during the booking process.

The Appointment Type selected by the user will be displayed.
The Symptoms typed in by the user will be displayed in the Appointment Details section of the booked slot.
The Client and Animal details will be displayed in the usual way.
The date and time that the appointment was booked is also displayed in the Appointment Details section of the booked slot.
An appointment reminder will be displayed on the Dashboard and in the Appointments Menu on the App.

BOOKING APPOINTMENTS VIA A WEB LINK

Appointments can also be booked online using a web link from your website and this facility is included with My Pet Health. The main difference with this method of booking appointments is that anyone visiting your website will be able to book consecutive appointments for up to three pets - and this can be for new clients as well as existing clients.

Once the appointment is transferred to the appointment book in Assisi, then Assisi will specify whether this booking is for an existing client or a new client. If it is for an existing client, then Assisi will do its best to identify the client from the details that the client provides. If it is for a new client, then the client can be registered when they attend the appointment. The Client/Animal details can be checked and updated by double-clicking the appointment slot in the Assisi appointment book and selecting Edit Appointment.

APPOINTMENT NOTIFICATION REMINDERS

When an App user books an appointment through the App, or through the web link, then the details of the appointment are displayed in the App, both on the Dashboard and on the Appointments Menu.

If the user clicks on one of these notifications, they are able to request directions (and timings) to the practice, by way of step-by-step directions for driving, cycling, walking, or travelling by public transport.

There is an option to cancel an appointment but, if they select this, they are advised to contact the practice directly to make the cancellation. The practice contact number is displayed, with an option to call.

Once the date of the appointment has passed, then the appointment details are removed from the App. If the user calls the Practice to change the appointment, the notification is updated.

ONLINE PAYMENTS MADE THROUGH THE APP

If a user has an outstanding balance at the Practice, then the amount of the outstanding balance is displayed in the App and the user can make an online card payment, either for the full amount, or for another amount which they are able to specify.

If they choose to do this, they will be redirected to a web page, called paymyvet.online, to make the payment. Their default billing info will be displayed on the Payments Details screen but they are able to edit this. They will be prompted to input the Card Number, Expiry Date and CVV number. When they click Pay Now, the payment request will either be approved or declined.

If the payment is approved, it will be uploaded into the client’s Account Overview screen in Assisi and stored on the account as unallocated cash. The client’s balance will be updated but the payment amount will need to be allocated manually against the relevant outstanding invoice/s. This is particularly important for those practices who pay their VAT by the Cash Accounting method. The Description of the transaction on the Account Overview screen will be Online Payment (CREDIT).

The payment will be included on your Cashing-up report with a payment method of CREDIT and the Allocated and Tax (VAT) columns will default to £0.00 until the payment has been allocated. The Assisi User will default to Online.

Note: Users are not able to process refunds through the App. Refunds will still need to be authorised and processed by the Practice.

CHANGE REQUESTS FROM THE APP

If the user updates any of their pets’ details in the App, a Change Request is sent to the Practice. You can monitor these requests yourselves by either Accepting them, in which case your Practice records will be updated, or denying them, in which case no changes to your records will be made.

However, if you prefer, the changes can be implemented automatically without any input from the Practice. This can be configured by our Support Team before you start referring users to the App.

The changes that users are able to make to their pets’ details are:-

Updates to last Flea and Worm treatments.
Updates to the last vaccination dates.

These are recorded in Assisi as clinical text in the animal’s history.

Updates to their pets’ weight. Weight changes are recorded in the Weight field on the Animal Details screen and recorded as a clinical observation in the animal’s history.
Updates to the Insurance Company details. Insurance company changes update the Insurance field on the Animal Details screen.
They are able to upload a photo of their pet to the App. If they do so, this is sent as a Change Request and, if accepted, will be stored as an Animal Photo on the Warnings/Bookmarks section at the bottom of the Animal Details screen.

The changes that users are able to make to their own details are:-
Changes to their name, address and contact numbers in their profile in the My Account menu.
Changes to their GDPR communication preferences.

If these changes are accepted, the owner details in Assisi are updated accordingly.

My Pet Health Changes List

If you choose to monitor the changes, change requests received in Assisi, will be displayed on a List called My Pet Health Changes.

Double-click a request and select Resolve Change Request to display full details of the change requested.

If you click Refuse, the changes will not be applied.

If you click Accept, the changes will be updated to the client/animal record.

Emails will be sent to the users notifying them of your Practice’s decision confirming or denying their change requests.

MARKETING NOTIFICATIONS

Marketing Notifications are compiled and configured in much the same way as already exists in Assisi for transmitting bulk messages either by text or email. You can set up and execute an ad-hoc report to identify MPH App users and export them onto a list called My Pet Health Messages (which will already exist once your system has been configured for the App). Our Support Team will help you to compile the report to your own requirements – there must be a CustomerRef field included in the Select Clause to be able to export the entry to a list.

My Pet Health Messages List

To add entries to a list:

Execute the ad-hoc report and click Save to List.

On the list, confirm the App users that you want to include in the notification. You can manually tick the list entries that you want to include or there are options at the bottom of the screen to Select All, Deselect All (and Delete Selected to use if you wish to delete some entries manually from the list before transmitting the notification) to help with your selection.
When you have the correct entries selected for transmission of the notification, click the MPH tile at the bottom of the right-hand toolbar to display the message entry screen.
Click on the text box, type in your message and click Send.

The messages will be queued ready for transmission the next time that the transmission schedule is timed to run. The notification will be uploaded to all of the selected app users and a new notification message will be transmitted to that user’s mobile device, whether they have the app open, closed but still logged in or logged out. They can read that message again at any time in the Notifications List by clicking on the Notifications icon and can remove the message by clicking on the message and clicking Confirm.

ONE-OFF MESSAGES TO INDIVIDUAL APP USERS

As well as being able to transmit bulk messages, you can transmit one-off messages to an individual app user, as follows:

Display the client screen for the relevant user. The MPH Registration tile on the right-hand toolbar will flash alternatively between red and blue if a client is already registered for My Pet Health. Click this tile and the message screen, as above, will be displayed ready for you to type in your message.

Click Send and the message will be uploaded to Notifications screen of that client’s App and a new notification message will be transmitted to that user’s mobile device, as above.