Rawesome Vets · Internal Staff Protocol

Meds & Script Requests

Nursing Team Vets
Medicine

Version 1.0 · May 2026 · For internal staff use

Purpose

To handle every request for more medication or a script consistently — correct eligibility, clear owner communication, clean handover to the vet, and the right ordering route.

Workflow at a glance

Meds and script request workflow for nurses and vets Top-down flowchart: owner request, nurse triage, 6-month eligibility check (branches to consult booking), urgency, fee rule, OpenVPMS log, then vet dispensing decision branching to standard wholesaler or compounding route. Nurse — handling the request Owner requests more meds / script Confirm pet, owner, med, strength, dose Seen by vet in last 6 months? For this condition — check the record No Book consult 20-min slot · stop Yes Confirm how the pet is doing Changes, side effects, running out? Confirm quantity Up to 6 months' worth · aligns w/ recheck Ask about urgency About to run out, or some on hand? Advise on fees — only if 100% sure Script fee per medication Unsure? Let vet dispense, then advise Log note in OpenVPMS for vet Full name, med, strength, qty, urgency Vet — processing (within 1 business day) Vet reviews history — happy to dispense? Process within 1 business day No Book consult Patient seen first Yes Invoice meds · print label Then determine ordering route Standard formula or compounding? Determines ordering route Standard Compounding Order from wholesaler Strength + qty, pet's full name Write in drug book If urgent Alert person in charge of orders Vet processes online Vet organises the order See Compounding Meds SOP Nurse advises owner ETA Once done, if not already told Stop and involve the vet if: Not seen in 6 months · condition worse, uncontrolled, or new symptoms Outside normal dose / quantity · controlled or restricted med Anything you're unsure about — default to checking

Nurse — handling the request

Step 1 — Identify the patient and medication

Ask:
· "Which pet is this for?" (confirm name + owner on file)
· "Which medication, and what strength/dose are they on?"
· "Is this the same as last time, or has anything changed?"

Pull up the patient record before going further.

Step 2 — Check the 6-month rule

Has a vet seen this pet for this condition within the last 6 months?

  • Yes → eligible, continue to Step 3.
  • No → tell the owner a consult is needed before the script can be issued, and book a 20-min consult. Stop here.

Step 3 — Confirm how the pet is doing

Ask:
· "How is [pet] going on the medication — any changes, side effects, or concerns?"
· "Are they due, or have they run out / about to run out?"
· "Are they on any other medications we should know about?"

If the owner reports a problem, deterioration, or new symptoms → don't just refill. Flag to the vet, and book a consult if advised.

Step 4 — Confirm quantity

  • Dispensing is for up to 6 months' worth, lining up with the 6-monthly recheck.
  • Confirm how much they need and check it doesn't exceed the window.
  • If they'll hit the 6-month mark mid-supply, let them know the next request will need a recheck.

Step 5 — Ask about urgency

· "How urgently do you need this — are you about to run out, or do you have some on hand?"

Note the urgency on the request to help the vet prioritise and set owner expectations.

Step 6 — Advise on fees (only if certain)

  • A script fee applies per medication. If more than one medication is requested, the fee applies to each.
  • Only quote a price if you are 100% sure of the medication and the price. Quote the medication cost + script fee(s) so there are no surprises at pickup.
  • If you're not sure → don't guess. Let the vet dispense first, then advise the owner of the fee once it's confirmed.

Step 7 — Log the request in OpenVPMS for the vet

Once the request is confirmed:

  • Add the request as a note on OpenVPMS for the vet to dispense.
  • Include: pet's full name, medication, strength, quantity/duration requested, and the urgency from Step 5.
  • Vets process medication requests within 1 business day.

Vet — processing (within 1 business day)

Once the vet reviews the history and is happy to organise more medication:

  • Invoice the medication and print the label.
  • Then follow the correct ordering route:

Standard-formula medication (order from wholesaler)

  • Specify strength and quantity needed, with the pet's full name.
  • Write the order in the drug book.
  • If urgent, alert the person in charge of drug orders.

Compounding medication

  • For the vet to organise — i.e. process online.
  • Follow the Special & Compounded Drug Orders SOP (not the standard wholesaler route).
  • Once done, nurses advise the owner of the ETA if they haven't already been told.

If on reviewing the history the vet is not satisfied to dispense without seeing the patient → a consult is booked.

Stop and involve the vet if:

  • Pet not seen within 6 months.
  • Owner reports the condition is worse, uncontrolled, or new symptoms.
  • Request is outside the normal dose, quantity, or for a controlled/restricted medication.
  • Anything you're unsure about — default to checking with the vet.

Sign Off

Confirm you have read and understood this SOP.

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