Rawesome Vets · Internal Staff Protocol

Email Management & Lab Results

Nursing Team
Administrative Medicine

Version 1.0 · May 2026 · For internal staff use

1. Checking the Clinic Email

  • Check clinic@rawesomevets.com.au at the start of every shift
  • Action or triage all messages before the end of that morning session
  • Do not leave emails unread for more than one shift

2. Types of Incoming Email

Email typeWhat to do
Lab results — Vetnostics or other pathology Attach to the patient file in OpenVPMS immediately. Flag to the vet on duty. See Section 3 below.
Referral notes from another vet Attach to the patient file in OpenVPMS. Check if an appointment is already booked; if not, notify the vet.
Specialist reports (e.g. ultrasound, pathology) Attach to patient file. Notify the vet who sent the referral — they need to review and call the client.
Client enquiry or question Clinical questions → forward to vet (do not answer clinical questions yourself). Booking requests → book and reply. General admin → handle directly or escalate to practice manager.
Supplier invoice Forward to practice manager for MYOB entry. Do not delete until confirmed received.
Prescription or history request See Prescription & History Requests SOP.
AWL batch invoicing See AWL Voucher Checkout SOP.
Spam or irrelevant Delete immediately — do not leave the inbox cluttered.

3. Lab Results — Step by Step

All lab results must be attached to the patient file and seen by the vet before the end of that business day. Do not leave results sitting in the inbox.
  1. Open the result in the email
  2. Identify the patient from the result — match by patient name and owner name
  3. Open the patient file in OpenVPMS
  4. Attach the result to the patient's record — in the Documents or Investigations section depending on the result type
  5. Add a note to the file: "Lab result received [date] — attached. Vet to review."
  6. Notify the vet on duty that the result is in
  7. Mark the email as actioned (move to a filed folder or delete after attaching)

Abnormal results

  • If the result is flagged as abnormal or critical — notify the vet immediately, even if they are in a consult (knock and pass a note)
  • Do not call the client about results — that is always the vet's job
  • If a client calls asking about their results before the vet has reviewed them, take a message: "I'll make sure [vet] sees it today and gives you a call."

4. Referral Notes

  • Referral notes from other vets arrive as PDF attachments or pasted into the body of an email
  • Attach immediately to the relevant patient file in OpenVPMS
  • If the appointment is not yet booked, flag to reception or the vet
  • Reply to the referring vet to confirm receipt if they have included a return email address

5. Supplier Invoices

  • Forward all supplier invoices to the practice manager the day they arrive
  • Do not approve, pay, or delete invoices — this is a manager task
  • If an invoice looks unusual (amount, supplier, items) — flag it before forwarding
Never reply to clinical questions from clients

If a client emails asking about their pet's diagnosis, medications, or prognosis, do not reply with clinical information. Acknowledge receipt and confirm the vet will be in touch: "Thank you for your message — I'll pass this on to [vet] and they'll give you a call today or tomorrow."

Sign Off

Confirm you have read and understood this SOP.

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