Rawesome Vets · Internal Staff Protocol

New Client Digital Form

Nursing Team

Reception Administrative

Version 1.1 · June 2026 · For internal staff use

Purpose

This SOP covers how to handle new client registrations for clients who contact the clinic directly by phone, walk in, or are booked without going through the PawsApp online booking system. It tells you what to send, when to send it, and what the client will experience after submitting the form.

When This SOP Applies

Use this process whenever a new client:

Calls the clinic to book an appointment
Walks in to enquire or book
Is booked by a staff member directly in OpenVPMS

Does NOT apply to PawsApp clients

This SOP does not apply to clients who book through PawsApp and complete the online form themselves — those clients are handled automatically.

Step-by-Step Process

Step 1 — Confirm they are a new client

Ask: "Have you been to Rawesome Vets before?"

If yes — proceed with standard check-in. This SOP is for new clients only.

Step 2 — Collect their mobile number

Ask for their mobile number before anything else. This is needed to SMS the new client form link.

Script

"Before we get you booked in, can I grab your mobile number? We'll send you a quick registration link so we have your details on file before your visit — it only takes a couple of minutes to fill in."

Step 3 — Select 'New Client' as the Appointment Type in OpenVPMS

This step is what sends the registration SMS — do not skip it. When you create the appointment, set the Appointment Type to 'New Client'. Saving with this type automatically texts the form link to their mobile.

In OpenVPMS, when creating the appointment:

Enter the Customer name and Patient name as usual
In the Appointment Type field, select 'New Client'
Set the date and time
Save the appointment

Selecting 'New Client' automatically triggers the registration SMS to their mobile.

Step 4 — Confirm the SMS was sent

After saving the appointment, check the client received the SMS. If the automated SMS did not arrive, send the booking template below manually.

Booking Confirmation SMS — sent automatically on 'New Client' type

Welcome to Rawesome Vets! This is a reminder for [Patient]'s appointment on [Date] at [Time]. Please complete your new client form before your visit: rawesomevets.com.au/new-client. Reply Y to confirm, N to cancel, or call (02) 4577 7061 to reschedule.

24-Hour Reminder SMS — standard reminder, no form link needed

This is a reminder for [Patient]'s appointment at Rawesome Vets on [Date] at [Time]. Reply Y to confirm, N to cancel, or call (02) 4577 7061 to reschedule.

If the SMS still won't send, read the link out to them or email it: rawesomevets.com.au/new-client.

Step 5 — Let them know what happens next

Briefly explain what they'll receive after submitting:

A confirmation email to verify their address
A welcome email with a free raw meaty bones feeding guide
Information about their Welcome Pack (if they subscribed to marketing)

Script

"Once you submit the form you'll get a quick confirmation email, then a welcome email from us with a free raw meaty bones feeding guide. If you sign up to our newsletter you'll also have a Welcome Pack waiting for you at your first visit — just mention it at reception when you arrive."

Step 6 — Create a temporary record in OpenVPMS

Add the client with the information you have (name, mobile, appointment date). Full details will come through once they submit the form. You will receive a formatted email at clinic@rawesomevets.com.au with all their details ready to enter into OpenVPMS.

What the Client Experiences After Submitting

Understanding this helps you answer client questions confidently.

Action	What happens
Client submits form	They receive a verification email asking them to confirm their email address.
Client clicks confirm	Their record is saved to the Google Sheet CRM. The clinic receives a formatted email at clinic@rawesomevets.com.au with all details ready for OpenVPMS entry.
Welcome email sent	Client receives a welcome email with a free raw meaty bones feeding guide link. Content differs based on whether they opted into marketing.
Marketing YES	Client is told their Welcome Pack is waiting at reception. They receive a 3-part raw meaty bones feeding email series over the following weeks.
Marketing NO	Client receives the guide only. They are invited to reply REALPETFOOD to claim a free sample pack. If they do, they are added to the newsletter and their pack is reserved.

The Welcome Pack — What's in It

The Welcome Pack is reserved for clients who subscribe to marketing (either on the form or by replying REALPETFOOD to the welcome email). Staff do not need to do anything in advance — just have stock on hand and hand it over when the client mentions it at check-in.

Welcome Pack contents:

Dogs: Frozen chicken frame (raw meaty bone)
Cats / small dogs: Spatchcock 2-in-1 pack
All clients: Sample of natural treats
All clients: Fridge magnet with 10% off first food shop order

No voucher code is needed. If a client mentions their Welcome Pack, hand it over. If stock is low, let the clinic manager know.

The Clinic Email — What to Do With It

Every time a client submits the form and confirms their email, an automatically formatted email arrives at clinic@rawesomevets.com.au with all their details ready to enter into OpenVPMS.

Enter owner details into OpenVPMS (name, address, phone, email)
Enter each pet as a patient under the owner record
Note insurance details and Gap Only status if applicable
If Gap Only = YES, flag this in the appointment notes immediately — it requires early coordination
File the email once entered

⚠️ GAP ONLY CLAIMS

If the clinic email subject line contains ⚠️ GAP ONLY, act on this as soon as the email arrives. Gap Only insurance claims require advance coordination with the insurer and cannot be organised last minute. Flag the appointment in OpenVPMS and notify the vet.

See Alternative Payments SOP for the gap-only setup process.

Common Questions from Clients

"I didn't receive the SMS"

Check the mobile number is correct in OpenVPMS. If it's correct, send the booking SMS template manually. Otherwise read out the URL: rawesomevets.com.au/new-client or email it to them.

"I didn't get the confirmation email"

Ask them to check their junk/spam folder. The email comes from the clinic Gmail account. If not found, they can resubmit the form.

"What is the Welcome Pack?"

Script

"It's a free sample pack we give to new clients who sign up to our newsletter — it includes a raw meaty bones sample for your pet, natural treats, and a fridge magnet with 10% off your first food shop order. Just mention it when you arrive."

"I said no to marketing but I want the pack"

Script

"No problem — just reply to the welcome email with the word REALPETFOOD and we'll have it ready for you."

"I want to refer a friend"

Script

"That's great — just ask them to mention your name when they book. You'll receive $25 credit toward vet services or our food shop, and they get $25 off their first appointment."

Quick Reference Card

New client calls or walks in:

Confirm they are new to the clinic
Get their mobile number
Create the appointment in OpenVPMS — select 'New Client' as the Appointment Type (this sends the SMS)
Confirm the SMS was sent (triggers automatically)
Tell them to expect a confirmation + welcome email
Create temp record in OpenVPMS
When clinic email arrives — enter details into OpenVPMS and file
If GAP ONLY flagged — notify vet immediately

Questions? Contact the clinic manager.

Sign Off

Confirm you have read and understood this SOP.