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Future scenarios?

Scenario 2.2 Admit a patient for a dental

Otis is admitted for a routine scale and polish. Use Mr Daniel TEST-Patel.

  1. Open Otis's appointment on the Calendar.

  2. Click Admit
    ​Outcome: An admissions form opens

  3. Complete the admission checks. Details:

  4. Tick consent form signed

  5. Food withheld since: last night 22:00

  6. Water withheld since: blank if water was allowed

  7. Weight on admission: 5.4 kg

  8. Pre-anaesthetic notes: no recent illness

  9. Click Admit patient
    ​Outcome: Otis appears on the Hospitalisation board under Pre-op

Scenario 2.4 Hand a patient over to the vet

You have triaged Mochi for a flystrike concern and need to pass to the vet on duty.

  1. Open Mochi's pet record.

  2. Add a clinical note with the triage observations.

  3. From the patient header, click Message and choose Internal.

  4. Write a short SBAR handover to the on-duty vet. Details:

  5. Situation: Mochi for fly-strike concern, restless and matted perineum

  6. Background: 3yo F lop, no insurance, owner Saoirse

  7. Assessment: suspect early myiasis, no visible larvae yet

  8. Recommendation: please assess priority before next consult

  9. Send
    ​Outcome: The vet receives an Internal chat notification and the note is timestamped on Mochi's record

Scenario 2.5 Record post-op observations

Otis is recovering from his dental. Add post-op obs to the hospitalisation board.

  1. Open the Hospitalisation tab on the Calendar.

  2. Click Otis to open the cage card.

  3. Click Add observation.

  4. Enter the obs. Details:

  5. Time: now

  6. Temperature: 38.6

  7. Heart rate: 160

  8. Respiratory rate: 28

  9. Pain score: 1 of 4

  10. Notes: bright, eating soft food, no oral bleeding

  11. Save
    ​Outcome: Observation appears chronologically on the cage card, available to the next nurse on shift

Role 4: Practice Manager

Aim. By the end of this section you can onboard team members, configure appointment types and services, manage the rota, adjust opening hours, and pull operational reports.

Scenario 4.1 Add a new team member

A new RVN, Jamie TEST-Owens, joins the team.

  1. Click Settings in the top nav.

  2. Open the Employees tab.

  3. Click Add employee.

  4. Fill in the profile. Details:

  5. Name: Jamie TEST-Owens

  6. Title: Registered Veterinary Nurse

  7. Email: [email protected]

  8. Role: RVN

  9. Qualifications: RVN, listed

  10. Default location: your branch

  11. Tag colour: pick a colour not in use

  12. Click Save
    ​Outcome: Jamie is selectable on the Calendar and Rota

  13. Send the invite email
    ​Outcome: Jamie receives an email to set up her password and finish her profile

Scenario 4.2 Adjust role permissions

Jamie should create invoices but not write off bad debt.

  1. From Admin, open Settings, Roles and Permissions.

  2. Click the RVN role.

  3. Review the permission set. Details:

  4. Tick Create invoice, Edit invoice, Take payment

  5. Untick Write off bad debt, Issue refund

  6. Tick Read clinical notes, Write clinical notes

  7. Click Save
    ​Outcome: All users with RVN have the updated permissions

Scenario 4.3 Configure an appointment type

Launch a 20 minute Senior Pet Check appointment for cats over 9.

  1. From Settings, open Appointment Types.

  2. Click Add appointment type.

  3. Define it. Details:

  4. Name: Senior Pet Check, Cat

  5. Duration: 20 minutes

  6. Category: Wellness

  7. Default price: 65 GBP

  8. Available to: Vet, RVN

  9. Visible in online booking: Yes

  10. Default service line auto-added: Senior wellness consult

  11. Click Save
    ​Outcome: New type appears in Create Appointment and in the online booking portal

Scenario 4.4 Update opening hours

The clinic is closing early on the second Friday next month for staff training.

  1. From Settings, open Details.

  2. Scroll to Opening hours.

  3. Click Add exception.

  4. Fill the exception. Details:

  5. Date: second Friday next month

  6. Open: 08:00

  7. Close: 14:00

  8. Reason: Staff CPD afternoon

  9. Click Save
    ​Outcome: Exception is reflected in online booking and on the rota. Existing afternoon appointments are flagged for review

Scenario 4.5 Review and publish the rota

Build the rota for next week.

  1. From the top nav, click Apps, Rota.

  2. Choose the week starting next Monday.

  3. Drag shifts onto each team member's row. Details:

  4. Vets: morning and afternoon clinical shifts

  5. Nurses: include a Float column for floating cover

  6. Reception: open and close shifts

  7. Click Check conflicts
    ​Outcome: Over-bookings, lunch overlaps and under-staffed sessions are flagged

  8. Resolve conflicts then Publish rota
    ​Outcome: Team sees shifts immediately and online booking slots recalculate

Scenario 4.6 Pull a daily revenue report

End of day, check today's revenue split by category.

  1. Click Apps, Analytics.

  2. Open the Daily Revenue dashboard.

  3. Set the date filter to Today.

  4. Review the panels. Details:

  5. Revenue by category: services, products, plans

  6. Revenue by team member

  7. Outstanding account balances created today

  8. Click Export and choose CSV or PDF to share with the owner.

Common pitfalls for this role

  • Permission changes apply to every user in the role. Test against a sandbox user first.

  • Opening hours exceptions do not auto-reschedule existing appointments. Always check the affected day for clashes.

  • Online booking slots recalculate when you publish the rota. Slots may visibly appear or disappear for clients within seconds.

  • Analytics dashboards lag the live calendar by up to 15 minutes. For minute-accurate figures use the Calendar and cash up.

Role 5: Insurance Claims Handler

Aim. By the end of this section you can search insurance policies, pre-authorise treatment, create and submit claims via Vet Envoy or Vetsure, attach clinical history, and reconcile settlements.

Scenario 5.1 Search a pet's insurance policy

Bramble's owner asks what cover is in place.

  1. Click Apps, Insurance.

  2. Click Policy search.

  3. Enter Bramble's name or microchip and click Search
    ​Outcome: Bramble's Petplan Covered for Life policy is returned

  4. Review the policy panel. Details:

  5. Insurer and product name

  6. Annual limit and remaining cover

  7. Excess (fixed and percentage)

  8. Policy start date and renewal date

  9. Exclusions list, if any

Scenario 5.2 Pre-authorise a procedure

Bramble's arthroscopy estimate (Scenario 3.5) should go for pre-auth.

  1. From the Insurance module, click Pre-authorisations, then New pre-auth.

  2. Build the request. Details:

  3. Patient: Bramble

  4. Condition: right elbow lameness, suspected medial coronoid disease

  5. Procedure: arthroscopy plus medical management

  6. Estimated cost: pull from the saved estimate

  7. Attach consult notes and the estimate PDF

  8. Click Submit
    ​Outcome: Pre-auth shows as Submitted and Awaiting insurer response on the dashboard

Scenario 5.3 Create a claim for a completed treatment

Otis's CKD bloods are back and the visit is to be claimed against Animal Friends.

  1. From Insurance, click Claims, then New claim.

  2. Define the claim. Details:

  3. Patient: Otis

  4. Condition: CKD stage 2

  5. Invoice or invoices to claim against: today's invoice

  6. Treatment dates: start to end

  7. Click Continue to attachments.

  8. Attach supporting documents. Details:

  9. Full clinical history for the condition

  10. Itemised invoice

  11. Lab results PDF

  12. Consent form if applicable

  13. Click Submit via Vet Envoy
    ​Outcome: Claim shows as Submitted with a claim reference

Scenario 5.4 Track a claim and chase

A claim submitted 21 days ago has not settled.

  1. Open the Claims dashboard and filter by Status, Submitted older than 14 days.

  2. Open the relevant claim.

  3. Click Send chase
    ​Outcome: An audit entry is logged and the insurer is messaged through the integration

Scenario 5.5 Apply a settlement to the client account

Bramble's last claim has settled.

  1. Open the claim from the Claims dashboard.

  2. Click Mark as settled.

  3. Enter the settlement detail. Details:

  4. Amount paid by insurer

  5. Excess deducted

  6. Co-pay if any

  7. Reason for any shortfall

  8. Click Apply payment to invoice
    ​Outcome: Invoice balance updates. Remaining excess sits on the client's account

Scenario 5.6 Handle a declined claim

A claim for Pip has been declined as the condition was found to be pre-existing.

  1. Open the declined claim.

  2. Read the insurer notes.

  3. Decide the next step with the Practice Manager. Details:

  4. Accept the decision: log a note and write the amount back to the client

  5. Appeal: click Appeal, attach supporting clinical evidence, and submit

  6. Communicate with the client via Chat or a phone call task
    ​Outcome: Client account is updated and the audit trail captures who took which action

Common pitfalls for this role

  • Always attach full clinical history for the condition, not just the visit notes. Missing history is the leading cause of claim delays.

  • Pre-auths and claims are separate workflows. A pre-auth does not automatically become a claim once the procedure is done.

  • If the integration shows the insurer as not connected, fall back to a manual claim PDF rather than waiting.

  • Make sure the invoice you are claiming against is finalised. Draft invoices cannot be claimed.

Role 6: Inventory and Stock Controller

Aim. By the end of this section you can manage the product catalogue, set reorder levels, raise and receive purchase orders, perform a stock take, transfer stock between locations, and run a wholesaler integration.

Scenario 6.1 Add a new product

The practice is now stocking Librela for canine OA.

  1. Click Apps, Inventory.

  2. Open Products and click Add product.

  3. Fill in the product card. Details:

  4. Name: Librela 30 mg/ml injectable solution

  5. Category: POM-V, Pain management

  6. Pack size: 1 ml vial

  7. Dispensing unit: ml

  8. VAT: 20 percent

  9. Reorder level: 4 vials

  10. Reorder quantity: 8 vials

  11. Supplier: NVS Group

  12. Cost and retail price: enter from supplier price file

  13. Save
    ​Outcome: Product is searchable when prescribing, billing or running stock takes

Scenario 6.2 Set reorder levels

Meloxidyl moves quickly and is hitting low stock too often.

  1. Open Inventory, Products and search Meloxidyl.

  2. Open the product card.

  3. Adjust the reorder values. Details:

  4. Reorder level: 6 bottles

  5. Reorder quantity: 12 bottles

  6. Lead time: 2 days

  7. Save
    ​Outcome: Next suggested order picks up the new reorder logic

Scenario 6.3 Raise a purchase order

Generate this week's order to NVS Group.

  1. From Inventory, click Suggested orders.

  2. Filter by supplier NVS Group
    ​Outcome: Lupa lists products at or below their reorder level

  3. Review each line and adjust quantities if needed.

  4. Click Create purchase order.

  5. Confirm delivery date and click Send
    ​Outcome: If the wholesaler integration is enabled, the order is transmitted directly. Otherwise a PDF is generated for manual sending

Scenario 6.4 Receive stock in

The NVS delivery has just arrived.

  1. From Inventory, open Purchase orders and open the open NVS order.

  2. Click Receive.

  3. For each line, scan or enter batch and expiry. Details:

  4. If a line is short shipped, edit the received quantity

  5. If a substitute has been sent, click Substitute and pick the correct product

  6. If a line is missing, leave received at zero and flag the line

  7. Confirm and save
    ​Outcome: Stock rises by received quantities and order status moves to Received or Partially received

Scenario 6.5 Run a stock take on a category

Spot check the parasiticide cupboard.

  1. From Inventory, click Stock takes, then New stock take.

  2. Scope it. Details:

  3. Location: Parasiticide cupboard

  4. Category: Antiparasitics

  5. Include zero stock products: Yes

  6. Click Start.

  7. Count physically and enter on-shelf counts
    ​Outcome: Variance from system count is highlighted

  8. Add a reason code for each variance and click Commit stock take
    ​Outcome: Variances post as stock adjustments with an audit record

Scenario 6.6 Transfer stock to a sister branch

Your branch has spare Bravecto, the other branch is out.

  1. From Inventory, click Stock transfers, then New transfer.

  2. Build the transfer. Details:

  3. From: your branch

  4. To: sister branch

  5. Product: Bravecto chew 1000 mg

  6. Quantity: 6

  7. Reason: Cover stock shortfall

  8. Click Send
    ​Outcome: Product leaves your stock immediately as In Transit. Sister branch sees the transfer awaiting receipt

Scenario 6.7 Manual adjustment for breakage

A bottle of Meloxidyl was dropped this morning.

  1. Open the Meloxidyl product card.

  2. Click Adjust stock.

  3. Record the adjustment. Details:

  4. Type: Decrement

  5. Quantity: 1

  6. Reason: Breakage

  7. Notes: Bottle dropped during morning ops, spillage cleaned per SOP

  8. Save
    ​Outcome: Stock decrements by one with a clear audit trail

Common pitfalls for this role

  • Without reorder levels set, Suggested Orders is empty. This is the single most common Inventory complaint.

  • Batch and expiry data feeds the medicines log. Receiving stock without these breaks downstream legal records.

  • Stock takes do not include products marked as discontinued. Reactivate before stock taking.

  • Stock transfers do not auto-receive. The other branch must accept the transfer for stock to land.

Role 7: Finance and Accounts

Aim. By the end of this section you can run the daily cash up, reconcile Lupa Pay payouts, handle refunds and credit notes, lock financial periods, and export sales reports for the accountant.

Scenario 7.1 Run end of day cash up

End the day, balance the till and reconcile card and cash.

  1. From Settings, Financial, click Cash ups.

  2. Click Start cash up.

  3. Enter physical counts. Details:

  4. Cash counted in the till by denomination

  5. Card terminal total from the day's settlement slip

  6. Cheques received with details

  7. Compare to system totals
    ​Outcome: Any variance is shown line by line

  8. Add a note for each variance and commit
    ​Outcome: Cash up is locked and the financial day is closed

Scenario 7.2 Reconcile a Lupa Pay payout

Yesterday's Lupa Pay payout has landed in the practice bank account.

  1. Click Apps, Lupa Pay.

  2. Open the Payouts tab.

  3. Click yesterday's payout.

  4. Review the breakdown. Details:

  5. Gross sales

  6. Refunds

  7. Fees

  8. Net payout

  9. Confirm the net against the bank statement
    ​Outcome: If figures match, mark the payout Reconciled

Scenario 7.3 Issue a refund

Saoirse's rabbit food was overcharged. Refund 5 GBP.

  1. Open Saoirse's client record.

  2. Open the invoice in question.

  3. Click Refund.

  4. Specify the refund. Details:

  5. Amount: 5 GBP

  6. Method: Card via Lupa Pay or the original method

  7. Reason: Overcharge on rabbit food

  8. Confirm
    ​Outcome: Refund processes and the invoice shows a partial refund line

Scenario 7.4 Raise a credit note and write off

An old invoice on a deceased pet's owner needs writing off.

  1. Open the client record.

  2. Find the outstanding invoice.

  3. Click Credit note.

  4. Build the credit note. Details:

  5. Lines to credit: all

  6. Reason: Compassionate write off, bereavement

  7. Approved by: Practice Manager

  8. Commit
    ​Outcome: Invoice balance moves to zero and a credit note PDF is saved against the client record

Scenario 7.5 Lock a closed period

April has been signed off by the accountant.

  1. From Settings, Financial, click Period locking.

  2. Choose Lock period and select April.

  3. Confirm
    ​Outcome: No staff member can amend invoices or payments dated in April without the financial unlock permission

Scenario 7.6 Export the sales report

The accountant needs the month's sales report.

  1. From Apps, Analytics, open the Sales by category dashboard.

  2. Set the date filter to last month.

  3. Add the columns the accountant needs. Details:

  4. Net, VAT and gross

  5. Payment method split

  6. Refunds and credit notes

  7. Click Export and choose CSV
    ​Outcome: CSV downloads and can be uploaded to the accountant's portal or emailed

Common pitfalls for this role

  • Always cash up daily. Skipping a day makes variances much harder to trace.

  • Refunds via Lupa Pay must use the original card path. Refunding to a different card is not supported.

  • Credit notes cannot be deleted once committed. They can only be reversed by raising a new invoice.

  • Locking a period is permanent unless a user with Financial Unlock re-opens it.

Role 8: Head Nurse

Aim. By the end of this section you can plan the nursing rota, run a hospitalisation handover, allocate tasks to the team, manage controlled drug stock, and quality-review nurse-written notes.

Scenario 8.1 Build the nursing rota

Plan the nursing team's week.

  1. From Apps, Rota, switch to the Nurses view.

  2. Drag shifts for each nurse. Details:

  3. Cover for theatre, recovery and consults

  4. Lunch blocks for each nurse

  5. Float slot to cover unexpected demand

  6. Click Conflicts and resolve gaps
    ​Outcome: Published rota reflects clear cover for each session

Scenario 8.2 Allocate nurse clinics

Open new nurse-led weight clinic slots next Wednesday afternoon.

  1. On the Calendar, switch to next Wednesday.

  2. Drag to create 20 minute slots labelled Weight clinic.

  3. Assign to the duty nurse.

  4. Make them available in online booking if appropriate
    ​Outcome: Clients can self-book into these slots

Scenario 8.3 Run a hospitalisation handover

End of shift handover for the inpatients.

  1. Open the Hospitalisation tab on the Calendar.

  2. Review each cage card. Ensure obs, fluids, meds, ins and outs are up to date.

  3. For any inpatient overdue an observation, mark overdue and assign a Task to the on-coming nurse
    ​Outcome: On-coming nurse sees the new tasks immediately on login

Scenario 8.4 Manage controlled drug stock

End-of-week CD reconciliation.

  1. From Apps, Inventory, open the Controlled Drugs register.

  2. For each CD line, count physical stock and enter the result.

  3. Resolve any variance and add a counter-signature where required
    ​Outcome: CD register is balanced and a signed PDF copy is archived against the week

Scenario 8.5 Quality-review nurse notes

Sample-check this week's nurse-written notes.

  1. From Apps, Analytics, open the Clinical Notes audit dashboard (or the Patient History export).

  2. Filter by author equals nursing team, this week.

  3. Read a random sample of 5 notes.

  4. Score each note. Details:

  5. Structure: SOAP or equivalent present

  6. Clarity: any reader can follow the plan

  7. Safety: meds, doses, batch numbers complete

  8. Feed back via Internal chat to each nurse
    ​Outcome: A short, traceable feedback loop sits on each nurse's record

Common pitfalls for this role

  • If you do not Float a nurse on the rota, the morning chaos has no slack and the team will burn out.

  • Hospitalisation observations missed are flagged but not chased automatically. Use Tasks to chase.

  • CD reconciliation must be done with two staff members. Lupa records both signatures, do not skip.

  • Note quality audits are not a stick. Use them to teach junior nurses.

Role 9: Clinical Director

Aim. By the end of this section you can review clinician productivity, sample-check clinical record quality, audit antibiotic prescribing, and set practice-level clinical KPIs.

Scenario 9.1 Review clinician productivity

Look at the current week's clinical productivity by vet.

  1. From Apps, Analytics, open the Clinical Productivity dashboard.

  2. Set the period to This week.

  3. Review the panels. Details:

  4. Consults per vet, per day

  5. Average consult duration

  6. Revenue per consult

  7. Time to chart completion

  8. Identify two outliers, one high and one low. Open their consult lists
    ​Outcome: You have evidence for a 1-to-1 conversation

Scenario 9.2 Spot-check clinical notes

Sample five consults across the team.

  1. From any patient record, open the consult.

  2. Score each consult. Details:

  3. SOAP completeness

  4. Clinical reasoning visible

  5. Owner consent documented

  6. Prescribing safety: dose, frequency, duration, weight

  7. Save a private note for the monthly review meeting.

Scenario 9.3 Audit antibiotic prescribing

BSAVA PROTECT principles, tracked monthly.

  1. From Analytics, open the Antibiotic Stewardship dashboard.

  2. Filter by last month.

  3. Review. Details:

  4. First line vs broad spectrum split

  5. Use of culture and sensitivity before prescribing

  6. Duration of treatment compliance

  7. Drill into any flagged consult and add a feedback note for the prescribing vet.

Scenario 9.4 Set a clinical KPI

Set a practice target for charting completion within 24 hours.

  1. From Analytics, open the KPI builder.

  2. Build the KPI. Details:

  3. Metric: Consults charted within 24 hours

  4. Target: 95 percent

  5. Scope: all clinicians

  6. Review cadence: weekly

  7. Save and pin to the Clinical Director dashboard
    ​Outcome: KPI appears on the clinical leadership view every Monday

Common pitfalls for this role

  • Productivity metrics without context create friction. Pair the number with an open conversation.

  • Clinical notes audits should focus on patterns, not individual gotchas.

  • Antibiotic stewardship dashboards can be skewed by test data. Filter test prefixes out of the production view.

  • KPIs without an owner and a cadence get ignored. Always set both.

Role 10: Practice Owner

Aim. By the end of this section you can read practice-level dashboards, compare branch performance, monitor health plan growth, evaluate marketing effort, and find the largest revenue drivers.

Scenario 10.1 Open the practice dashboard

Land on the headline view.

  1. Click Admin, then Analytics.

  2. Open the Owner Overview dashboard.

  3. Read the headline panels. Details:

  4. Revenue MTD vs last month

  5. New clients this month

  6. Active health plan members

  7. NPS this month

  8. Set the period to Last 12 months for trend context.

Scenario 10.2 Compare branches

Run a like-for-like across all branches.

  1. On the same dashboard, switch Group by to Location.

  2. Compare the panels. Details:

  3. Revenue per branch

  4. Revenue per active client

  5. Plan penetration percentage

  6. Average invoice value

  7. Identify an outlier and click through to its detailed view.

Scenario 10.3 Review health plan growth

Track Subscription Plan performance.

  1. From Apps, Subscription Plans, open the Overview tab.

  2. Review trend panels. Details:

  3. Active members

  4. Joiners this month

  5. Leavers and churn percentage

  6. Allowance usage by plan

  7. Drill into leavers and read the leave reason for each
    ​Outcome: Evidence for a retention conversation with the practice manager

Scenario 10.4 Evaluate a marketing campaign

A WhatsApp campaign was run last month to lapsed clients.

  1. From Apps, Marketing, open Campaigns.

  2. Open last month's WhatsApp campaign.

  3. Read the performance panel. Details:

  4. Sent and delivered

  5. Opened and replied

  6. Bookings created: within 7 days of receiving the message

  7. Revenue attributed

  8. Decide whether to repeat the campaign and on whom.

Scenario 10.5 Find the largest revenue drivers

Understand where revenue is concentrated.

  1. From Analytics, open the Revenue Concentration dashboard.

  2. Review. Details:

  3. Top 20 services by revenue

  4. Top 20 products by revenue

  5. Top 20 clients by revenue, with option to obfuscate names

  6. Export a snapshot for the senior leadership meeting.

Common pitfalls for this role

  • Owner dashboards lag the live data by up to an hour. For live numbers ask the practice manager to use the operational cash up.

  • Branch comparisons need like-for-like periods. Always check the period filter is identical across branches.

  • Marketing attribution credits the most recent touch. Triangulate with direct bookings.

  • Client revenue lists must be handled with discretion. Use the obfuscation toggle in meetings.

Completion checklist

Each trainee signs and dates this checklist as they complete a role section, then hands it to the Practice Manager.

Section

Trainee

Date

Signed off by

Role 1: Receptionist

Role 2: Registered Veterinary Nurse

Role 3: Veterinary Surgeon

Role 4: Practice Manager

Role 5: Insurance Claims Handler

Role 6: Inventory and Stock Controller

Role 7: Finance and Accounts

Role 8: Head Nurse

Role 9: Clinical Director

Role 10: Practice Owner

Where to go next

  • Lupa Help Centre for full feature documentation.

  • Your Lupa Advisory Lead for tailored questions about your practice setup.

  • In-app chat for live support during business hours.

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