sop vaccination certificate...sop – vaccination certificate 01/11/2015 sop – vaccination...

SOP – Vaccination Certificate 01/11/2015

SOP – Vaccination Certificate Field Instructions Rev 02/20/2014

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Vaccination Certificate SOP Effective Date: 02/01/2015 Purpose: This SOP will outline how to effectively use the Vaccination Certificate as both an Official Record of Vaccination and as a Prescription for restricted products and medications. Responsibility: Market Manager and Clinic Crew Team Support Material: Official Vaccination Certificate/Rx State Sales Tax Badge Company Code List Overview: Official Vaccination Certificates are used to provide the customer with an immediate proof of vaccination and receipt of services provided at one of our Affordable Vaccination Clinics. Vaccination Certificates or VC’s are also used to capture customer and pet demographics to aid in ongoing marketing efforts. Procedure:

Table of Contents

SECTION 1: GETTING TO KNOW THE VACCINAITON CERTIFICATE ............................ 2

Section 1.2: Commonly Used Terms .......................................................................................... 2

Section 1.3: Understanding the Vaccination Certificate ............................................................. 3

Pet Parent Portion of the VC ................................................................................................... 4

Petco Partner “Veterinarian Use Only” Portion of the VC ..................................................... 5

SECTION 2: FILLIING OUT THE VACCINATION CERTIFICATE ........................................ 6

Vaccine/Package Information ..................................................................................................... 7

Healthy Packages/Visits.......................................................................................................... 8

Rabies .................................................................................................................................... 13

Product / Rx Requirements ....................................................................................................... 13

Prescription/ Restricted Medications .................................................................................... 13

Sharing Product ..................................................................................................................... 14

Refills/ Rx ............................................................................................................................. 15

Prescription Voids and Positive Heartworm Test Results .................................................... 15



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................................................................................................................................................... 16

VOIDS ...................................................................................................................................... 16

Coupons and Discounts............................................................................................................. 17

Section 2.1: Miscellaneous ....................................................................................................... 18

Stickers .................................................................................................................................. 18

Boosters................................................................................................................................. 18

Bordetella .............................................................................................................................. 18

Clinic Tests ........................................................................................................................... 18

Tax ........................................................................................................................................ 18

Comments ............................................................................................................................. 19

Totals..................................................................................................................................... 19

SECTION 1: GETTING TO KNOW THE VACCINAITON CERTIFICATE

Section 1.2: Commonly Used Terms Clarifications of terms commonly used in reference to the VC

Vaccination Certificate: Official medical document pet parents receive when they come to our

vaccine clinics; it is also referred to as a Vacc Cert or VC. The VC lists all pet parent and pet

information provided by the pet parent. The bottom portion of the VC is for veterinary use only

and lists all vaccines received at the time of the clinic.

o The Vaccination Certificate also acts as a prescription allowing qualified pet parents the

ability to purchased restricted prescription medications.

Vaccination Certificate Number: Refers to the unique, 10 digit identifying number at the top

right of every VC. The first 4 digits are a code that identifies the location and brand of the clinic

where the VC was used, the last 6 digits, separated by a (-), is an increasing numerical sequence.

(XXXX – XXXXXX)

VC Code: The first four digits of the Vaccination number; identifies the State, Market, and Brand

of clinic where the vaccines took place.

Vaccination Certificate Number or VC # STATE CODE MARKET BRAND

1 0 3 3 (These are the 1st 4 digits of the Vaccination # or VC#; -1031-XXXXXXX)



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CA: Customer Advisor

VA: Veterinary Assistant helping the attending Vet prepare the vaccinations and restrain the

animal.

POS: Stands for Point of Sale transactions. A POS clinic refers to any clinic where payments for

clinic services are collected through the stores cash registers and NOT through Vetco partners.

Non POS: Any clinic where Vetco partners are responsible for collecting payments for clinic

services.

Store/Location/Site: Refers to the Store and store ID a clinic is held at

Clinic Date: Refers to the date of services, or the date of the clinic where the vaccines were

given.

Lifestyle Assessment Test: Also referred to as the LSA, a brief guideline filled out by the pet

parent, sometimes with the help of the CA if needed, to help determine the services and

products needed based on the pets individual lifestyle and exposure.

Vaccines: Vaccines received at the clinic

Package: A group of vaccinations offered at an additional discount when purchased together.

Add-ons: An additional service not included in a package

Boosters: A second series of vaccination given to young pets or pets without prior/unknown

medical history

Split Vaccine Packages: Vaccines that are part of a package, but due to the recommendation of

the Veterinarian to split the vaccines into two visits, the pet parent is to return 2-4 weeks later

for the vaccines. At the time the pet parent returns, he or she only pays the remaining balance

of the original package.

Brand: Refers the brand of clinic. These brands can be identified by a number 0 or 3.

0- @ Independent Stores 3-VETCO @ PETCO

Treatment Groups: The categories each service is grouped into based on the VC system. ❶- Vaccination Services (Includes all vaccination and other nontaxable clinic services) ❷- Restricted/Prescription Products (Includes all heartworm products and Vet only items) ❸ - Tax ❹- Coupons/Discounts Licensing Fee

TPR: The abbreviation for Temperature, Pulse, and Respiration. This data is collected and record on the VC prior to vaccinating the pet.

Section 1.3: Understanding the Vaccination Certificate There are two portions of the VC, the top portion is filled out by the customer providing all the

demographic information and the bottom portion is filled out by a VETCO partner outlining the services administered.



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Pet Parent Portion of the VC

Pet Parent Section This section is filled out by the pet parent at the clinic with their contact information. It is crucial we receive all the below information for accurate record keeping as well as being able to communicate with the pet parent regarding their pets medical history.

This area is filled out by an attending crew member to identify the CA, Store ID, and Clinic date

Pet Section This section is filled out by the pet parent outlining the details of the pet receiving services at

our clinic

The Lifestyle Assessment Section Filled out by the pet parent, with the help of the CA if needed, to help determine the products and services needed for the pet based on his or her lifestyle.

Data collected from the pet parents selections on the LSA should help dictate the services and products recommended for each the pet’s lifestyle.

CA_________Store______________Date_______ / _______ / _______

First Name (Pet Owner) Last Name (Pet Owner) New Customer

Y N

Address Apt/Suite #

City State Zip Spouse/Partner's Name

Phone (If Returning Customer # on Record) e-mail (IMPORTANT FOR COMMUNICATION)

VetcoClinics.com 1-877-838-7468

OFFICIAL VACCINATION CERTIFICATE/Rx

FOR ARIZONA RESIDENTS ONLY: If you live in Maricopa County and are getting a Senior (65+) License, please provide your DOB for the County: ______________________________



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Vetco Partner “Veterinarian Use Only” Portion of the VC This portion of the VC is filled out by both the CA and the VT/VA outlining the services the pet parent requested for their pet or as determined by the pets LSA.

❶ Pet Vaccination Section

Filled out by the VT/VA per the below guidelines based on the vaccines administered at the time of the designated visit. The attending veterinarian also uses this section to confirm the pet is healthy enough to receive vaccinations. Only services given to the pet listed on the VC should be marked.

❷ Restricted/ Prescription Section This section is used to outline Restricted/Prescription medication purchased at the clinic. This section is only filled out and used for clinic sales that are applicable to the pet listed on the VC. Restricted product sales should never be listed for pets that are not present at the clinic and listed correctly in the pet section.



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RX Only: If a pet parent chooses not to purchase product at the time of the clinic and the pet was given a Heartworm Test, they have 30 days to purchase heartworm medication. At this time, at the veterinarian’s discretion the RX ONLY portion should be filled out allowing the pet parent to purchase 6 months product with 1 refill.

If the Pet parent does not specify what product they want, the VC should be filled out allowing the pet

parent an Rx for Heartgard Plus.

Coupons/Comments/Totals Section This section is primarily filled out by the Customer Advisor/Cashier as the pet parent concludes their visit. This section is used to record coupons/discounts, payment type, and the veterinarian information along with any possible notes regarding the visit.

SECTION 2: FILLIING OUT THE VACCINATION CERTIFICATE

All VCs need to be filled out in their entirety using only Blue or Black ink. No other colors are acceptable. This includes the pet parent, pet, vaccine and product information.

The CA’s initials, the Store #, and the Date of the clinic must be completely filled in on each VC.

This information is crucial to ensure that data is entered and reported based on the correct date and location of the clinic, as well as for the pet parent to easily obtain their records.



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The pet parent information should be filled out with an emphasis on obtaining clear and readable names, phone numbers, addresses, and if available, the pet parents email address. This information is vital in ensuring we are able to match returning pet parents up with their previous accounts and maintaining accurate retention rates. This information should never be blank. If needed the CA should confirm and write the information in to assure the needed data is captured

The pet information is crucial, having an accurate pet weight is essential to the VC functioning correctly as a prescription. In order to be able to accurately dispense medications, the weight must be filled in to provide the correct dosage amount per pet.

If any of the information given by the pet parent is illegible or missing, the CA is responsible for

confirming the information and re printing it on the VC legibly so all demographics can be captured accurately. Pet parent and Pet information should never be left blank.

TPR/Vet Assessment It is important that the TPR and veterinarian assessment portion of the VC is filled out prior to the pet receiving vaccinations at one of our clinics. Once filled out, prior to vaccination, the attending veterinarian must indicate if the pet is okay to vaccinate

Vaccine/Package Information The Vaccination Section is filled out following the vaccination packages offered by Vetco Clinics. The selected packages are represented by circling the appropriate package.



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Healthy Packages/Visits Healthy Canine/Feline Packages

When a pet parent purchases a healthy dog or cat package, the CA will circle the appropriate option to represent the package being purchased, followed by writing the corresponding price of the package in the price box. Prices should only be written in the

when a package is purchased. Prices should not be written in the section for individual vaccines. This section is for the package price ONLY; add ons and individual vaccines should not be included in this section.

All vaccines that come standard with the package purchased, and are being administered at the time of the visit, would then be bubbled in with the correct booster marked as 4 week or 1 year vaccine.

This example shows a standard Healthy Dog purchase with no other additional services with 1 year reminders for all vaccines.

The total of the package (The standard price plus any additions would then go in the

VACCINE TOAL portion of the VC. The section is identified with a ❶) When a Healthy Puppy or Kitten package is purchased, the appropriate reminders for the pet must be marked to indicate when the pet parent should return.



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Add-Ons Pet parents have the option of adding additional services to a package purchase which are generally referred to as add-ons since they are not included with the packages we offer, though may be suggested based on the pets lifestyle. All add-ons to packages need to be clearly marked with the correct add-on price and associated final price indicated in the corresponding box.

*The example shows a Healthy Dog purchase for $62.00 with a Rabies and Lyme Vaccine add-on. The base package price is indicated in the correct location, and then the price for both the Rabies and Lyme vaccine are in the correct corresponding locations. The combined total of the package and add-ons is marked in the appropriate ❶ Vaccine total section.

Split Packages

Splitting Vaccines When a Vet decides to split up a package for the safety of the pet, meaning giving a portion

of the package’s vaccines at the first visit and then completing the package at the second visit, it needs to be clearly marked that the package is being SPLIT by identifying it as a split package using the split codes of SP1 (initial visit) and SP2 (returning visit).



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When a package is being split, the CA will need to break up the vaccines accordingly so that the pet parent is charged for the total of the individual vaccination prices being given that day, unless the total exceeds the total cost of the package. If a client is getting add-ons to the package, the add-on price can be charged. The Vetco Partner would circle the package selected and then notate the SP1 code in the price field to indicate the package is being split. The individual vaccines being given that day would then be bubbled in and their individual prices be written in the price fields.

The Vetco Partner would then make a note in the comments section referencing the split package and what the pet parent will be returning for. The note should also indicate the price to be paid upon the second visit.



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*This is the package price minus the individual prices/test received today. Rabies is an add-on and should not be included in this calculation.

CA should remind the pet parent to bring their VC with them to the follow-up visit for verification as well as to ensure the proper vaccinations are given. Failure to do so could result in the pet parent having to pay for the vaccines and request a refund through Customer Service.

When the pet returns, the pet parent will need to present their original VC to show proof of

payment to the package price. It is critical that the pet parent bring their VC from their initial visit.

When the pet parent presents a copy of their original VC on the return visit, the Vetco partner would circle the package that was purchased on the initial visit and note SP2 in the price field. The Vetco Partner would mark the vaccines being received on that second visit (i.e. the remaining items within the original package), with the full individual price of each vaccine to the right.



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The Vetco Partner would then note the original VC # in the comments section, and would write the discount amount in the discount field.

As a Reminder: The total charge for the customer between both visits should be the cost of the package (for services in the package). Hence, the discount amount on the 2nd visit would be the total charged on the first visit plus the total cost of the individual package items on the 2nd visit minus the package price [Bordetella $32 + Heartworm Test $29 = 1st visit. 1st visit + $16 DHLPP = Healthy Dog Plus $77]. If a customer was charged the full package price on the first visit, then they do not owe anything on the 2nd visit for any services in the package.



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Rabies The appropriate rabies information needs to be written in when a rabies vaccination is

administered. All rabies vaccines in the field are 3 year serials, though the vaccination being good for 1 or 3 years is dependent on the age and prior vaccination history of the pet. The CA would bubble in if the vaccine is a 1 or 3 year rabies, and then provide the serial #,

expiration date, and tag number if applicable.

Product / Rx Requirements

Prescription/ Restricted Medications A pet parent who purchases a Heartworm Test at one our clinics becomes eligible for 1 year of heartworm prevention. Prevention must be purchased within 30 days of the testing date, or a re-test will be required.

When a pet parent chooses to purchase heartworm prevention at the clinic, the Restricted/ Prescription portion of the VC will need to be filled out by the clinic crew by correctly bubbling in the necessary selections. The crew member will first bubble in the product being purchased, the number of boxes; Since all product in the field is in 6 month packaging, the crew member needs to designate if the pet parent received 1 box or 2, this defining it as a 6 month or 1 year purchase. The crew member would then specify the color or weight range of the product, and the correct refill allowed. Please know that if the pet parent only purchases 6 months of product they are allowed 1 refill, though if they purchase a full year they are not allowed any refills until the following year after another Heartworm test. This section is for clinic sales only.



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If the pet parent purchases a single 6 month box of Heartgard, the coinciding bubble will be filled in and it will be noted that 1 box was sold. Since this pet parent only purchased 6 months of product during this visit, they are still allowed the remaining 6 months so the allowable refill amount would be bubbled in showing 1 refill.

The total of the pet parents product purchase must then be written in the correct locations for the sections Sub total

If a pet parent chooses to purchase a full year at the initial visit, the CA must bubble ⓪ as the allowable refill.

Sharing Product

Please note, that all products can only be prescribed to pets we have serviced and are listed on the VC. If a pet parent brings in 2 pets and both pets are eligible for a year of heartworm prevention, then each pet needs to be prescribed their own allotted medication.

Under no circumstances should 12 months be listed under one pet with a note they are “sharing” solely for the customer to get the 12 month package discount. Product must be listed for each pet for proper compliance, reminders and refill tracking. To still extend the pet parent the intended savings, VC’s should be filled out to reflect these sales as the example shown below.

The 12 month product discount only applies when 2 of the same product are sold; it is not applicable to products of different size/colors. To show that both pets are receiving 6 months, but



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the pet parent is still receiving the discounted pricing, the Restricted/Prescription portion should be filled out showing both pets are receiving one 6 month package with the appropriate items selected as shown above. To reflect the correct pricing, the price for the first pet should reflect “N/A” for not available and 12 month price should be recorded on the 2nd pet.

Refills/ Rx

Each pet parent who is eligible to purchase heartworm prevention is only eligible for 1 year of product with an annual negative Heartworm Test. If the pet parent chooses not to purchase any product at the time of the clinic, but wants a prescription to purchase elsewhere, the VC accurately represent this.

If a pet parent specifies a prescription preference, then the RX portion should be filled out listing the requested product with the correct weight range. All prescriptions must be for 6 months with a quantity of 1 with 1 refill.

If a pet parent receives a HW test and does not purchase a product at the time of the clinic, nor do they specify a product, the RX sections should be filled out listing Heartgard, in the appropriate weight range, as the prescription.

* Heartgard should be used in all instances where the pet parent does not specify a product though is eligible based on a negative heartworm test.

Prescription Voids and Positive Heartworm Test Results In Texas, when using a snap test that provides instant test results, a pet that tests positive at one of our clinics cannot be sold heartworm medication. In the unfortunate circumstances where a pet tests positive for heartworms after the CA completes the transaction, which included heartworm prevention, the VC needs to clearly and neatly show the sale was voided and the pet parent did not leave with prevention. To do this, the restricted section of the VC and the corresponding totals should be voided as shown below.



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VOIDS If a pet parent fills out the VC incorrectly, or it is too illegible to read, then that entire VC needs

to be voided and a new VC should be used. Please include notes as to why the VC was voided

If a pet parent changes their mind on a single vaccine in a package, or decides to upgrade to

another vaccine after the vaccines were marked in by the CA, it needs to be changed neatly.

Example:

If the pet parent makes a large change in the package or vaccines they would like to receive, then that PORTION of the vaccine and pet information needs to be neatly VOIDED with single line going through it. The 2nd pet column should then be used.

When a pet tests’ positive and the restricted section has already been filled out with the pet parents preferred product choice, it should be crossed out with VOID written across the section. All corresponding prices in the subtotal and total section should also be clearly marked through designating that the sale terminated. The new total, NOT including the medication sale should then be clearly visible on the VC. A note should be written under the specified pet only, noting the pet was HW + and no product was sold.

In the event the pet parent indicated they would like purchase both a heartworm medication and a prescription flea product, the HW product void should be handled the same way as above, with the exception of NOT voiding out the second sale. Only the heartworm section and corresponding prices should be crossed out and the new price reflecting only the Comfortis sale should be used. A note should still be present under the correct pet indicating that HW prevention was not sold due to the positive test result.



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Please, never void the rabies portion of a VC and then try to use it. If the rabies portion was voided, then the 2nd column of the VC should be used if available. Veterinarians, County Officials, Groomers, and Boarding facilities DO NOT accept

any VC that has a rabies vaccine that was written on or over a voided section.

Once an area has been voided, it is no longer usable. If the CA prematurely crossed out a section of the VC, it cannot be used from that point on and a new VC needs to be used.

The main goal is to keep all VCs as neat as possible. They are Official Medical Records for that pet parent, and a representation of the company. When they are messy, incomplete or inaccurate, we are unable to enter them and other institutions will not accept them and that directly reflects on us.

Coupons and Discounts

When a customer presents a coupon or is given a discount for any reason, you must write the coupon code that is printed on the coupon. Only one discount/promotion per transaction unless the coupon specifies a per pet

eligibility. If the pet parent presents 2 coupons, the highest value should be used.

Even on a per pet basis, only one coupon can be used per eligible promotion.

Vetco discounts are for services only and are not to include products*. This also applies to late clinic and no show clinics discounts.

All discounts must be used as specified on the coupon. All discounts are for package purchases only unless noted otherwise and cannot be redeemed on single service sales.

*Retailer Partner Discounts are the only discounts eligible to cover the total purchase and

cannot be combined with other discounts/promotions. Discounts should not be applied to county license fees.



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The coupon amount, being a $ or % discount should be noted in the section marked ❹ Discount: the actual dollar amount the coupon is good for should then be listed as a negative number to be subtracted from the total in the ❹Less Coupon Amount:. You will notice that the Less Coupon Amount is listed prior to the License Fee; this is because all coupons should be applied prior to the addition of the required charges. Any discount given without a code, or the proper code per the promotion, will be entered as an undercharge. Coupons cannot be rounded up or down. The exact amount of the discount should be applied at all times.

Section 2.1: Miscellaneous

Stickers Please make sure that when placing vaccine stickers on the VC that they do not cover any

vaccine information, test results, or product. Whatever portion of the VC is unused is where the stickers should be placed.

Boosters The appropriate boosters for all vaccines given per pet and package MUST be clearly marked

in the correct corresponding box to indicate it being a 4 week or 1 year vaccine. Stickers and comments should also be included on the VC to notify both the customer and

data entry if the customer needs to return for additional vaccinations.

Bordetella When a Bordetella Vaccination is administered, the method of vaccination must be

identified by circling N for Nasal or I for Injectable. This is needed for inventory and medical purposes.

Clinic Tests All snap tests given at the clinic should be filled out completely on the VC with ALL test

results circled identifying if the pet has a POSITIVE or NEGATIVE result. For markets using the Idexx outside Lab, test results will be verified in the corporate office.

Tax Based on state guidelines, applicable tax must be charged on the necessary products and

recorded in the tax box only. Taxes are only collected and recorded on the VC at NON POS stores where a Vetco partner is the cashier and is collecting payment.

Any POS store, or location where the customers pay through the store’s registers, Vetco is not responsible for collecting tax and it should not be recorded anywhere on the VC. When collecting tax, the cashier is responsible for accurately recording it on the VC based on the provided state tax badge. Taxes should only be recorded in the “Totals” section of the VC on the TAX line



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. DO NOT ADD TAX TOTAL TO THE PRODUCTS PRICE IN THE RESTRICTED/PRESCRIPTION OR OTC/OTHER SECTION OF THE VC. When collecting tax on taxable products, the cashier should follow the provided tax badge to determine what items are taxable.

Comments Comments should follow the same guidelines as the products; only write comments under

the pet the comment is associated to. Comments pertaining to the pets visit should not be covered by stickers.

Totals All totals for the pet parents visit need to be listed correctly, in the correct portion of the VC

using the matching ❶, ❷, ❸, ❹ per total. Sub totals should be maintained throughout the VC. At check out, the cashier will take each total represented in the numbered boxes and write them in the bottom total.

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