Rawesome Vets · Internal Staff Protocol
Prescription & History Requests
Nursing Team
Administrative
Reception
Version 1.0 · May 2026 · For internal staff use
Never dispense a prescription or release medical records without vet approval. Even if the client is regular, even if the medication is the same as last time. Vet approval is required every time.
Types of Requests
| Request type | Approval needed | Turnaround |
|---|
| Prescription repeat — same medication previously dispensed | Vet on duty | 24–48 hours |
| New prescription — script for an external pharmacy | Vet who saw the patient most recently | 24–48 hours |
| Medical history — full record requested by client or another vet | Vet on duty | 24–48 hours |
| Referral letter — to a specialist | Vet on the case | 24–48 hours, sooner if urgent |
| Vaccination certificate or travel paperwork | Vet on duty | 24–48 hours |
1. Taking the Request
Whether the client calls, emails, or asks at the desk — collect the same information.
- Client name and patient name
- What they're requesting — exact medication name and strength, or what records they need
- Why — repeat for ongoing condition, travelling, switching pharmacies, second opinion, etc.
- How they want it delivered — collect from clinic, email, post
- By when — is it urgent? When do they need it?
- Set their expectation: "I'll pass this on to the vet. We'll have it ready within 24 to 48 hours and call you when it's done."
2. Check the Patient File
- Open the patient file in OpenVPMS
- Confirm the medication has been dispensed before — check the date and dose
- Check when the patient was last seen by a vet — many medications require a recent consult before a repeat can be dispensed
- If it has been more than 6 months since the patient was seen, flag this to the vet — they may want to see the patient first
- For controlled drugs (Schedule 8 or 4D) — extra rules apply, always check with the vet
3. Get Vet Approval
- Add a note to the file: "[Date] — [Client] requested [medication / record]. [Reason]. Forwarded to [vet] for approval."
- Message the vet on duty (or the vet who saw the patient most recently if relevant) — verbally if they're free, written note in the file or chat if not
- Vet decides:
- Approved — proceed to dispense or generate
- Approved with conditions — e.g. "give 2 weeks only, then must come in"
- Rejected — needs consult first — call the client back and book a consult
- Record the vet's decision on the patient file with the date
4. Preparing a Prescription
- Once approved, generate the prescription in OpenVPMS
- Vet signs the script — physical signature, not a stamp
- Add the dispensed medication to the patient invoice
- Take payment before the medication or script leaves the clinic
- If posting: use a tracked envelope and add postage to the invoice
- If emailing: PDF the script and send from the clinic email — never from a personal account
- Note on the file: "[Date] — [Medication] dispensed/sent to [client] by [your initials]"
5. Releasing Medical History
- Generate the history report in OpenVPMS — full record from the patient's start with the clinic
- Have the vet review before release — they may want to remove or clarify anything sensitive
- Once approved, send via email from the clinic email address
- If sending to another vet clinic, use their official clinic email — confirm the address with the client
- Note on the file: "[Date] — Medical history released to [recipient] by [your initials]"
- No charge for medical histories sent to another vet clinic for ongoing care
6. Referral Letters
- Vet writes the referral letter — nurse generates the PDF and sends
- Include in the email: patient details, clinical summary, recent bloodwork or imaging, and the question being referred
- CC the client if they have requested a copy
- Specialist details — see Specialists & Suppliers reference page
When clients push for "just this once"
Some clients will pressure you to release a script or record without going through the vet. Stay polite but firm: "I understand it's frustrating — but every script needs the vet to approve it. I'll get it done as quickly as I can. We'll have it ready within 24 to 48 hours." If they continue to push, escalate to the vet on duty or practice manager. Never make an exception.
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