Review and update Vetstoria appointments in Neo

When your practice has a Vetstoria integration with Neo, both new and existing clients will be able to schedule appointments online.

Clients and patients will be matched from Vetstoria to Neo based on:

• 1^st by unique client email address and /or any phone number
  Note: This includes primary and secondary contacts.
• 2^nd by patient name, client last name, client first name

Examples why Vetstoria cannot match a client and /or patient record:

• Client email address and /or phone number exist on more than one client record in Neo.
• Patient does not exist in Neo at the time the client books an online appointment through Vetstoria

If a client and /or patient record cannot be matched, the appointment will appear on your schedule as unmatched to a client /patient record.

Neo provides you with a simple way to quickly add a client and patient record from the scheduled appointment right within Neo.

IMPORTANT: Matching an online appointment to a client and patient record is required for completing the recommended patient workflow of creating a consultation or estimate from the appointment when the visit begins.

We recommend you match any unmatched appointments before the patient visit date and time.

Prerequisites: Vetstoria integration with Neo. See Set up Vetstoria integration with Neo for more information

Run the Appointment Summary Report

We recommend you use the Appointment Summary report to regularly review your upcoming appointments that were scheduled online. This will help you quickly locate any appointments booked online that must be matched to clients and patients.

See Run reports for additional information.

1. Click on your name in the menu bar. Then click Reports.
2. Click the Appointment Summary
3. Edit the date range, as needed.
4. Click the gear to review and select additional filters.
   Tip: Select Online Booking from the All Booking Methods dropdown if you only want to view appointments scheduled online.
5. Click Run.
6. Click Export CSV or Open PDF to save and /or print the report; so you can reference it while updating your online appointments.
   Note: You can identified unmatched records that need to be matched:
   • In the CSV spreadsheet, the client ID and /or patient ID will be blank.
   • On the report page /in the PDF, there will be an asterisk (*) to the left of any unmatched patient or client names.

View and match an appointment

After you have identified any upcoming unmatched appointments, you can match them to existing records or create new records right from the appointment.

You may need to match both the client and patient, or just the patient. For example, a new client has scheduled an online appointment vs. an existing client has scheduled an online appointment for their new pet.

1. Click the Schedule tab.
2. Referencing the Appointment Summary report, navigate to the date of the first unmatched online appointment. Then locate the appointment. 
   Tip: Unmatched appointments are easily identified on the appointment schedule by the red bar on the left side of the appointment card.
   
3. Click appointment card. 
   Note: For unmatched appointments scheduled through Vetstoria:
   • No Provider Selected = default provider.
   • Unmatched = the appointment confirmation status
   • Notes = populated from Vetstoria
   • Created by user = Vetstoria
     
     Note that certain functionality is not available when the client and patient are unmatched: links to the client and patient; Create Consultation and Create Estimate buttons, appointment confirmation, and Send SMS.
4. Click the edit (pencil) icon.
5. Review the appointment details on the Match Clients and Patients
6. Match the client and patient, as needed. Refer to the Unable to match client and patient or Unable to match patient section in this article.

Unable to match client and patient

1. Click the client Search dropdown. Then search for the client. 
   Note: You can search for a client by full or partial first and /or last name, phone number, or email address.
   • Select the client, if available. Go to step 2.
   • Click +Add New Client and Patient, if the client is not available. This will create a new client and patient record. Skip to step 3.
2. Click the patient Search dropdown. Then search for the patient.
   Note: You can search for a patient by full or partial patient name, last name, or client first name.
   • Select the patient if available.
   • Click +Add New Patient if the client is not available. This will create a new patient record.\
3. Click OK to create the client and /or patient record in Neo.
   Or click Cancel to return to the Match Clients and Patients page if you want to search again or select a different patient.
4. Click Next. You will automatically be taken to the Edit appointment
5. Review or update the appointment details, as needed., 
   Note: Provider is required.
6. Click Save.
   

Unable to match patient

1. Click the patient Search dropdown. Then search for and select the patient, if available. If you selected a patient, skip to step 3.
   Note: You can search for a patient by full or partial patient name and last name. You will only see patients belonging to the current client that have a a patient record in Neo.
2. Click +Add New Patient if you did not select a patient in step 1.
3. Click OK to create the patient record for the client in Neo.
   Or click Cancel to return to the Match Clients and Patients page if you want to search again or select a different patient.
4. Click Next. You will automatically be taken to the Edit appointment
5. Review or update the appointment details, as needed., 
   Note: Provider is required.
6. Click Save.

Once you have matched the client and patient and save the appointment, you will see the appointment with the vertical bar on the appointment card is now teal.

With the client and patient now matched, when you click on the appointment card you will now see all expected functionality: links to the client and patient records; Create Consultation and Create Estimate buttons, appointment confirmation, and Send SMS.