Rawesome Vets · Internal Staff Protocol

Patient Checkout Protocol

Nursing Team

Reception Billing

For nurses, reception, and all client-facing staff

1. Standard Checkout — Step by Step

Before the client reaches the desk:

Confirm with the vet that the consultation or procedure is complete and all charges have been added to the invoice.
Check the invoice in OpenVPMS — review line items for accuracy and ensure nothing is missing (consult fee, medications, procedures, products).

At the desk with the client:

Pull up the client's account in OpenVPMS.
Walk the client through the invoice — explain charges clearly and answer any questions.
Take payment (see Section 2).
Finalise the invoice in OpenVPMS (Charges → select invoice → Finalise).
Print or email receipt if requested.
Book follow-up appointment if required by the vet.
Farewell the client and patient.

No client leaves without a finalised invoice and payment recorded.
If a client cannot pay in full today, do NOT let them leave without speaking to the vet or practice manager first.

2. Taking Payments in OpenVPMS

Go to the client's account → open the current invoice.
Click Pay (or navigate to Payments from the left menu).
Select payment type: EFTPOS / Cash / Credit Card / Cheque.
Enter the amount received.
Click Save to record the payment.
Finalise the invoice once payment is confirmed.

EFTPOS slips

Always write the client's SURNAME on the EFTPOS slip before filing it. This makes reconciliation possible. No surname = untrackable transaction.

Payment types quick reference

Type	Notes
EFTPOS / Card	Write client surname on slip. File in till.
Cash	Count back change. Place in till. Record in OpenVPMS.
Account / Credit	Only for pre-approved account clients. Confirm with practice manager if unsure.
Insurance claim	Client pays in full first. Provide itemised receipt for them to claim.

3. Taking a Deposit

Deposits are taken when a client is booking a procedure (surgery, dental, anaesthetic) and we need to secure payment in advance.

Go to the client's account in OpenVPMS.
Navigate to Payments → New Payment.
Enter the deposit amount and select payment type.
In the notes field, write what the deposit is for (e.g. "Deposit — dental 24/4/26").
Save. The deposit will sit as a credit on the account and be applied against the final invoice.

Write client surname on EFTPOS slip as usual.

4. Reversing / Crediting an Invoice

Only reverse an invoice if there is a genuine error or the vet has authorised an adjustment. Do NOT reverse to apply a discount — use the discount field on the invoice instead.

Go to the client's account → locate the invoice to be reversed.
Open the invoice → click Credit (or Reverse — confirm button name in your version).
Select the line item(s) to credit or credit the full invoice.
Enter a reason/note — this is mandatory. Be specific (e.g. "Double charged consult fee — see vet note").
Save. A credit note will be created on the account.
Notify the vet or practice manager that a reversal was processed.

Reversals are audited. Unexplained reversals will be flagged. Always add a clear note.

5. Adding Notes to an Account

Note type	Where to add it	Use for
Account note	Client account → Notes tab	Payment plans, account flags, special arrangements, client communication
Invoice note	Invoice → Notes field	Explaining a discount, reversal, or unusual charge on that specific visit
Patient/clinical note	Patient record → entered by vet	Clinical information — do not add financial notes here
Appointment note	Appointment → Notes	Prep instructions, special requirements, owner requests for the visit

If a client makes a complaint, a payment arrangement, or says anything relevant to their account — add a note immediately while it's fresh. Date it and use your initials.

6. Special Rules — Full Payment Required Before Actioning

The following MUST be paid in full before we proceed:

Cremation packages — collect full payment at time of booking. No exceptions. Record as a deposit against the account.
Compounding medications — these are ordered specifically for the patient and cannot be returned. Full payment before placing the order.
Any item the clinic orders specially for a client (custom orders, non-stock items, referral supplies) — full payment upfront. If unsure whether an item qualifies, ask the vet.
External lab tests sent away — confirm with vet if pre-payment is required before dispatch.

If a client is unable to pay upfront for these items, do not action — speak to the vet or practice manager before proceeding.

7. Discounts

Discount type	Who qualifies	Amount	How to apply
Rescue / Welfare	Registered rescue organisations (e.g. Brighter Future Cat Rescue)	15%	Apply via discount field on invoice — account will show pre-set discount
Seniors	Clients flagged as Seniors in OpenVPMS	Varies	Pre-set on account — applies automatically
Staff	Current Rawesome Vets employees only	Varies	Pre-set on account
Any other discount	Must be authorised by the vet on duty before applying. Do not apply ad hoc discounts without approval.

8. When Things Go Wrong — Quick Guide

Situation	What to do
Client left without paying	Call client same day. Add note to account with date, time, and who you spoke to. Notify practice manager.
Client disputes a charge	Do not remove charges without vet authorisation. Take the client's name, note the dispute, tell them the vet will call back. Do not argue.
EFTPOS declined	Try again once. Offer cash or alternative card. If unable to pay, speak to practice manager before client leaves.
Invoice entered incorrectly	See Section 4 (Reversals). Do not delete — always credit.
Client asks for payment plan	Not offered as standard. Speak to practice manager — do not make arrangements independently.
Unsure about any of the above	Ask before acting. It is always better to pause and check than to fix a mistake later.

9. End of Day Checklist

Reporting → Charges → Work In Progress → filter today's date.
Finalise every $0.00 completed invoice.
Add payment and finalise any invoices showing an outstanding amount.
Call any client who left without paying — same day, before you leave.
If unsure about any open invoice, ask the vet or nurse who saw the patient.
Ebony shift days (Mon/Tue/Sat): export Practice Summary + Discounts CSVs and email to henry@rawesomevets.com.au · subject: "Ebony Shift [date]"

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