📘 PMS Training Workbook. Role-based scenarios for a UK small animal GP. Use this workbook with test patients and clients only. Do not run scenarios against live records.

How to use this workbook. This workbook takes every member of your practice team through the daily activities they will perform in Lupa. Each role has its own section with hands-on scenarios. Every scenario is broken down into numbered steps with an expected outcome so trainees can self-check progress. The intent is hands-on learning. Trainees should sit at a real Lupa screen, ideally on a sandbox or training tenancy, and work through the scenarios using the test clients and pets listed below. The same test data is used across every role so the receptionist registering a pet, the vet consulting on that pet, and the insurance handler claiming for that pet are all referring to the same animal.

Trainer guidance

Allow each trainee 60 to 90 minutes per role section. Heavier roles such as Vet, Practice Manager and Inventory may run longer.
Pair trainees where possible so one runs the steps while the other reads the expected outcomes aloud.
Sign off each scenario in the completion checklist at the back before moving on.
Encourage trainees to break things in the sandbox. Mistakes here cost nothing and teach quickly.
Reset the test clients at the end of each cohort so the next group starts from a clean state.

Conventions in this workbook

Click means a single left-click. Right-click and double-click are called out explicitly.
Top nav is the dark bar across the top of every Lupa screen.
Apps is the top-nav dropdown listing Inventory, Insurance, Marketing, Reminders, Rota, Analytics, Diagnostics, Subscription Plans and Lupa Pay.
Cmd plus K (Mac) or Ctrl plus K (Windows) opens global search. It is referenced repeatedly because it is the fastest way to navigate.

Test data set

These records are used across every role. Prefix every test surname with TEST- so they are easy to find and easy to delete. If a record already exists in your sandbox, edit it rather than create a duplicate.

Test clients

Client	Address	Phone	Email	Pets
Mrs Tabitha TEST-Brown	12 Test Lane, Test Town, TT1 2TT	07700 900100	[email protected]	Biscuit, Pip
Mr Rupert TEST-Hargreaves	45 Sample Street, Test Town, TT3 4TT	07700 900200	[email protected]	Bramble
Ms Saoirse TEST-O'Connor	7 Demo Drive, Test Town, TT5 6TT	07700 900300	[email protected]	Mochi
Mr Daniel TEST-Patel	89 Mock Mews, Test Town, TT7 8TT	07700 900400	[email protected]	Otis

Test pets

Pet	Species & breed	Age & sex	Microchip	Insurance	Notes
Biscuit	Cat, DSH	4y, FN	985112004567890	ProPet Standard	Annual booster due.
Pip	Dog, Cockapoo	6m, ME	Not yet chipped	Vetsure CCD	Puppy package, second vacc due.
Bramble	Dog, Labrador	7y, MN	985112007654321	Petplan Covered for Life	Mild OA, on meloxicam.
Mochi	Rabbit, Lop	3y, F	Not chipped	None	Vaccination overdue.
Otis	Cat, BSH	9y, MN	985112009876543	Animal Friends	CKD stage 2, quarterly bloods.

⚠️ Reset rules. Always prefix surnames with TEST- so cleanup can find them. Never link a test pet to a real owner. If the sandbox is shared, agree which trainee owns which test client for the session.

Role 1: Receptionist

Aim. By the end of this section you can register a new client, book and check in appointments, take payments, communicate with clients, and triage incoming calls without leaving Lupa.

Scenario 1.1 Register a new client and pet

A walk-in client wants to register her new puppy. Use Mrs Tabitha TEST-Brown and her puppy Pip.

From the top nav, click Clients.
Outcome: The Clients module opens on the Clients tab
Click the Add client button in the top right.
Fill in the client details using the test data row for Mrs Tabitha TEST-Brown. Details:
First name: Tabitha
Last name: TEST-Brown
Address: 12 Test Lane, Test Town, TT1 2TT
Mobile: 07700 900100
Email: [email protected]
Marketing consent: tick Email and SMS, leave Post unticked.
Outcome: The Save button activates once every required field is filled.
Click Save.
Outcome: You are taken to Tabitha's client record
On the client record, click Add pet.
Enter Pip's details from the test data set. Details:
Name: Pip
Species: Dog
Breed: Cockapoo
Date of birth: a date that makes Pip 6 months old today
Sex: Male, Entire
Colour: Apricot
Microchip: leave blank, the vet will chip at the next visit.
Click Save.
Outcome: Pip appears as a pet card on Tabitha's profile

Scenario 1.2 Book a routine consultation

Tabitha rings to book Pip in for his second puppy vaccination next Tuesday at 09:30.

Press Cmd plus K (Mac) or Ctrl plus K (Windows) to open global search.
Type Pip or Pip TEST-Brown and press Enter
Outcome: Pip appears under the Pets group
Click Pip's result
Outcome: Pip's pet record opens
Click Create in the top right of the record and choose Appointment.
Fill in the appointment. Details:
Pet: Pip (prefilled)
Appointment type: Vaccination
Vet: assign a vet on the rota
Date and time: next Tuesday at 09:30, duration 15 minutes
Notes: Second part of primary course
Click Book
Outcome: The appointment appears on the Calendar at 09:30 next Tuesday

Scenario 1.3 Check a client in and record their current weight

Tabitha arrives with Pip for the appointment. Mark the appointment as arrived and notify the clinical team.

From the top nav, click Calendar.
Find Pip's appointment, either in Day view or via Cmd plus K.
Right click the appointment.
Click Add Weight.
Enter weight of 8.2 kg and confirm with 'Add Weight' button.
Change the status from Booked to Arrived
Outcome: The card colour changes and Pip appears in the Arrived column on the Flow Chart
If the vet uses the Flow Chart, no further action is needed. Otherwise, open Chat, Internal and send the vet a short note that Pip is in.

Scenario 1.4 Sell an over-the-counter item

Ms Saoirse TEST-O'Connor pops in for a bag of dry rabbit food for Mochi.

Use Cmd plus K to open Saoirse's client record.
On her record, click Create then select Estimate/Invoice.
Select Mochi as the pet then click Create, Invoice.
Add the product. Search for Rabbit pellets 2kg (or your test product equivalent).
Set the quantity to 1 and confirm the price
Outcome: The invoice total updates
Click **Update Invoice and Complete **from the dropdown to the right of the 'Update Invoice' button.
Click Add Payment.
Choose the payment method. Details:
If the practice has Lupa Pay, choose Terminal or Online
Otherwise choose Manual, then choose your Payment method
Click **Create Payment **to confirm.
Outcome: The invoice is marked as Paid and the product stock count decrements by one

Scenario 1.5 Reschedule via Client App Chat or WhatsApp

Tabitha messages the clinic asking to move Pip's appointment by an hour.

Open Chat from the top nav.
On the Client tab, find Tabitha's conversation. If she hasn't messaged before, start a new thread via the Message button on her client file.
Read the request and acknowledge it.
Open Pip's appointment from the Calendar.
Drag the appointment to the new slot, or right click the appointment and select Edit to change the time
Outcome: The system prompts to send a confirmation message to the client
Send the confirmation
Outcome: Tabitha receives a message confirming the new time and the Chat thread captures the system message.

Scenario 1.6 Handle a no-show

Mr Daniel TEST-Patel does not arrive for his appointment with Otis.

On the Calendar, right click Otis's appointment.
Change the status to No show
Outcome: The appointment turns red on the calendar and moves to No Show on the Flow Chart
Click Create task on the appointment side panel.
Create a follow-up task. Details:
Subject: Call Daniel to rebook Otis
Assigned to: yourself and another receptionist
Category: External Comms
Priority: Medium
Due: today
Confirm
Outcome: The task appears under the bell icon, Tasks tab, due today

Common pitfalls for this role

Searching with full names is slow. Always use Cmd plus K and start typing.
Never mark an appointment **Arrived **without confirming the client is physically present.
Make sure an appointment is marked as **Completed **if you take payment after a visit. Always check the running balance before and afterwards.
Remember to review marketing consent at registration for GDPR compliance.

Role 2: Registered Veterinary Nurse

Aim. By the end of this section you can run nurse-led clinics, admit patients for procedures, record weight and clinical observations, dispense parasite treatment, and hand over patients to the vet.

Scenario 2.1 Run a nurse-led weight clinic

Bramble is booked in with you for a weight check. Use Mr Rupert TEST-Hargreaves and his dog Bramble.

On the Calendar, right click Bramble's nurse appointment.
Select Start.
Outcome: Opens the appointments and changes its status to In Progress
Go to the pet details section to find the Weight section.
Click Add weight entry. Enter: 34.6 kg
Outcome: The weight chart updates with the new data point
Add a brief SOAP note summarising the weight trend and dietary advice. Include:
BCS: 6 of 9
Notes: Weight down 0.6 kg, owner reports reduced food and one daily walk
Set the appointment status to Ready for Checkout.
Outcome: Bramble moves to the Ready for Checkout column on the Flow Chart

Scenario 2.2 Dispense parasite treatment

While Bramble is in for his weight check, his owner asks for his next month of flea and worm treatment.

On Bramble's appointment record, click Add item under Plan & Invoicing.
Search Bravecto chew 1000mg (or your test product equivalent).
Set quantity 1 and confirm dose is correct for Bramble's weight band
Outcome: The product line shows price, dispensing fee and quantity
Click Update Invoice so it is saved to the bill.
Click the Prescription Icon to the right of the charge.
Review instructions then click Create & Print Dosage Label.
Select the appropriate printer and confirm once the PDF has generated
Outcome: Label and prescription record generated. Product added to invoice and reserved against stock

Scenario 2.3 Add vaccine history and link the annual reminder

Biscuit has just transferred to the practice. Mrs TEST-Brown has provided a record of her vaccination history from the previous vet. Add the historical entries to Biscuit's record under Medical Highlights and set up the annual vaccine reminder so it sends at the right time.

Press Cmd plus K and open Biscuit's pet record.
On the pet profile, scroll to Medical Highlights, click Add and select Preventative (or use Create, Add Preventive).
Outcome: The vaccination entry form opens
Enter the most recent historical vaccination. Details:
Type: Vaccination
Vaccination: Panleucopaenia/Calicivirus/FeLV
Date given: 9 months ago
Reminder Next Due: Annual Booster Vaccination (or equivalent), 3 months from now
Description Imported from previous practice, or note per previous vet and batch number
Click Save.
Outcome: The entry appears under Medical Highlights, Vaccinations and on Biscuit's Timeline under Reminders for her next booster

Scenario 2.4 Log a phone note from an owner conversation

Mr Rupert TEST-Hargreaves rings to say Bramble seems a little stiff first thing in the morning but loosens up on his walk. He has no other concerns. Log the call on Bramble's record so the next clinician picking him up has the context.

Press Cmd plus K and open Bramble's pet record.
On the pet profile, click Create and choose Add Note.
Outcome: The note dialog opens
Fill in the note. Details:
Date and time: now
Note: Owner phoned at [time]. Reports Bramble is stiff first thing in the morning but loosens up after his walk. Still on meloxicam, eating well, no new lameness or other concerns. Advised owner this is likely the cooler mornings, will flag at next vet review.
Click Save.
Outcome: The note appears on Bramble's Timeline as a Note event, visible to the team and picked up in the next AI Summary regeneration

Common pitfalls for this role

Always save the invoice with 'Update Invoice' button after adding charges. Lupa does not auto-save them.
If you forget to mark an appointment as In Progress, the Flow Chart and the teams's view of patient flow will be wrong.

Role 3: Veterinary Surgeon

Aim. By the end of this section you can run a consult using Lupa Notes, document exam findings and a plan, prescribe a POM-V, order diagnostics, produce an estimate, and refer back to reception for follow-up.

Scenario 3.1 Run a consult with Lupa Notes

Pip is in for his second puppy vaccination. Use Lupa Notes to scribe the consult while you examine him.

From the Calendar, open Pip's appointment and click Start consult
Outcome: Appointment workspace opens with a blank clinical note panel on the right
At the top of the note panel, click Start Transcript.
Choose a template (optional) then click** Open in new tab.**
Speak through the clinical exam aloud. Details:
Temperature: 38.5, mm pink, CRT under 2 seconds
Heart and lungs auscultate normal, no murmurs
Abdomen soft and non-painful, no organomegaly
Skin and coat in good condition
Weight: 7.2 kg, gained 1.1 kg since last visit
Outcome: Waveform pulses while recording. Audio is processed on the device
Click Stop and generate
Outcome: Lupa Notes returns a structured SOAP note in around 20 to 40 seconds
Read the draft, correct any inaccuracies, and approve it
Outcome: The note is committed to Pip's clinical history. The raw transcript is discarded

Scenario 3.2 Administer and bill the vaccination

Continue Pip's appointment by recording the vaccine given and billing for the visit.

On the consult workspace, click Add to invoice.
Search and add a consultation charge and the applicable vaccine charges (e.g. bundle containing vaccine service and vial)
Outcome: All lines appear on the invoice draft
On the vaccine line, select or add your batch number and expiry
Outcome: Vaccine is recorded against clinical history and the invoice
Click Update Invoice to save the invoice
Update the status of the appointment to **Ready for Checkout **to be settled at reception.

Scenario 3.3 Prescribe a POM-V

Bramble's osteoarthritis flare needs a repeat of meloxicam.

From Bramble's pet record, click Create then select Estimate/Invoice.
Update Reference Name then click Create, Invoice.
Search **Meloxidyl 1.5 mg/ml oral suspension **(or your test product equivalent).
Set suitable quantity for Bramble's weight band
Click Update Invoice so it is saved to the bill.
Click the Prescription Icon to the right of the charge.
Review instructions then click Create & Print Dosage Label.
Select the appropriate printer and confirm once the PDF has generated.
Outcome: Label and prescription record generated. Product added to a new invoice and reserved against stock

Scenario 3.4 Order a blood test

Otis is due his quarterly CKD bloods.

Open Otis's pet record.
Navigate to Diagnostic Tests.
Click Order Test.
Select your provider and your panel (e.g. Renal panel plus SDMA)
Click Review Order
Review order details then click Submit
Outcome: Order number is generated. Diagnostics tab on Otis's record shows order Submitted and awaiting result

Scenario 3.5 Build an estimate for a procedure

Bramble may need an arthroscopy. Provide a written estimate before booking.

From Bramble's pet record, click Create then select Estimate/Invoice.
Update Reference Name then click Create, Estimate.
Add the procedure bundle of items. Example:
Pre-anaesthetic consult and bloods
GA, dog 30 to 40 kg
Arthroscopy procedure fee
Hospitalisation: 1 day
Post-op meds: 14 days meloxicam, 7 days antibiotics
Follow-up consult: 14 days
Adjust quantities and any discretionary discount.
Click **Update Estimate **to save the estimate.
Click Send to client and choose email
Outcome: Estimate created and emailed to Mr Hargreaves

Scenario 3.6 Refer back to reception

At the end of Pip's consult, you want reception to book his annual booster reminder consult in 12 months and take payment on the way out.

On the consult workspace, change the status to Ready for Checkout.
Open Chat, Internal and send a short note to reception: Pip ready for payment, please book annual booster in 12 months.

Scenario 3.7 Bill for and write an external prescription

Following on from Bramble's POM-V repeat, Mr Hargreaves asks for the meloxicam to be dispensed at an online pharmacy this time. Charge the written prescription fee and create the external prescription so he can take it elsewhere.

From Bramble's pet record, click Create then select Estimate/Invoice.
Update Reference Name then click Create, Invoice.
Click Add Item and search the Written prescription fee service (or your practice's equivalent).
Outcome: The fee appears as a billable line on the invoice
Click Update Invoice so the fee and prescription line are saved to the bill.
Click the drop down to the right of the Add Item button and choose Add a non-billed, prescribed-only product.
Search **Meloxidyl 1.5 mg/ml oral suspension **(or your test product equivalent).
Set suitable quantity for Bramble's weight band
Click the Prescription Icon to the right of the prescribed-only line.
Outcome: The prescription dialog opens, locked to written mode
Review instructions then click Create & Print Written.
Select the appropriate printer and confirm once the PDF has generated to share the prescription with Mr Hargreaves.
Outcome: The written prescription is generated as a PDF, no stock is deducted, and the client takes it to their chosen pharmacy

Common pitfalls for this role

Always read the Lupa Notes draft before approving. Treat it like a junior colleague's draft note.
If you forget to record batch and expiry on a vaccine line, it will not be searchable in events of adverse reactions or recalls.
Estimates are not invoices. Items only move to billing when added to an invoice during the consult.

Where to go next

Lupa Help Centre and Jerry AI for full feature documentation.
Your Lupa Advisory Lead for tailored questions about your practice setup.
In-app chat for live support during business hours.