FAQs

Some answers are based on practice policy and may vary based on individual hospital protocols. Refer to your hospital's policies when necessary.

Pet Owner FAQs
Here's a list of some of the common questions practices have told us they hear from pet owners. Customize these FAQs for your pet owners using the Wor...
Wed, Jun 27, 2018 at 3:38 PM
What might qualify as a healthy patient for enrollment?
A health pet is any that can be treated as an outpatient and does not need immediate results from blood work may be considered healthy. If the doctor feel...
Thu, Jan 22, 2015 at 4:46 PM
Should a pet be enrolled in the program if the client states up front they do not want the plan(s) renewed?
The Petly Plans program provides services at a discounted rate with a goal of creating a long-term, loyal client. Therefore, we do NOT recommend enrolling ...
Tue, May 12, 2015 at 4:37 PM
How do we flag wellness plan clients in our PIMS to alert staff?
This is determined by the hospital. Suggestions include color coding or setting up special patient prompts. Another recommendation is to train staff to ask ...
Mon, Jul 31, 2017 at 11:52 AM
I am trying to enroll a new patient but when I search the Petly Plans application for the client or patient, they do not display.
The Petly Plans application synchronizes with the PiMS nightly. If the client and/or patient were added, reactivated or reinstated in the PiMS after this sy...
Wed, Jan 25, 2017 at 12:16 PM
Is it possible to change the start date of a plan once it’s created?
No, once a plan has been added the start date cannot be changed.
Thu, Apr 2, 2015 at 12:12 PM
Can a plan be backdated to cover services?
Yes. We generally recommend giving a client 48 – 72 hours to change their mind about enrollment. If the client enrolls, void the original invoice and ente...
Tue, May 12, 2015 at 4:40 PM
Is it possible to add items to a plan once it has been created?
Additional items can be added by an administrator or manager. Within the Client Summary Page, click the Plan Administration button and select Change Plan....
Thu, Apr 2, 2015 at 12:13 PM
If a plan code is not used when creating an invoice, will the item’s usage be marked in the application?
No. The correct plan code MUST be posted on an invoice for the application to track usage. If the incorrect code is used, the correct item must be manual...
Tue, May 12, 2015 at 4:42 PM
Will used items display as used on the date they are invoiced?
No. The Petly Plans application synchronizes nightly after the PiMS has been closed out. Item usage will display the following day.
Tue, May 12, 2015 at 4:42 PM