FAQs

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

If I change the status of an inactive pet or client to active within the PiMS, can I add a plan that same day?
Yes. Click the Quick Sync   icon within the Petly Plans application to update the dat...
Tue, May 12, 2015 at 4:43 PM
Can I reinstate a plan after it has been cancelled?
 No, cancelled plans are considered inactive and cannot be changed.
Thu, Apr 2, 2015 at 12:13 PM
A pet will no longer take part in the wellness program and the plan status is changed to Do Not Renew. Can the plan be changed back to automatically renew if the client changes his or her mind before the plan expires?
Yes. Within the Client summary Page, an administrator or manager would need to click the Plan Administration button and select the Enable Automatic Renewa...
Thu, Apr 2, 2015 at 12:14 PM
When adding a plan for a pet, can I change the quantity or type of services and/or products included as base items?
No. Plans are based on templates that are used to standardize plan offerings. A new template that included the different items and/or quantities has to be...
Thu, Apr 2, 2015 at 12:15 PM
Can an active plan with monthly payments be changed to one that is paid in full?
No. Only a renewal plan with a status of manual renewal or auto renewal can be changed from monthly payments to one that is paid in full (PIF) and vice ve...
Thu, Apr 2, 2015 at 12:17 PM
If a transaction failed and the payment was successfully processed on a second attempt, will the unsuccessful transaction remain on each Transaction by Month report?
Yes, Transactions by Month reports display a history of each successful and unsuccessful transaction. However, the payment will be removed from the Unsucces...
Thu, Feb 6, 2014 at 12:14 PM
What do I do if a plan was added under the wrong pet?
An administrator will need to cancel the plan associated with the wrong pet and add it for the right pet. If services were marked used on the incorrect pl...
Thu, Apr 2, 2015 at 12:17 PM
I cannot find a certain client and/or pet in the application. What should I do?
Verify the client and/or pet is active in the PiMS and then click the Quick Sync icon   within the application. This sync may take up to seven minutes. ...
Tue, May 12, 2015 at 4:56 PM
When would I change a plan to Do Not Renew instead of cancelling it?
Change the status of a plan to Do Not Renew if the client will continue using services until the current plan ends. A plan with a status Do Not Re...
Fri, Jan 23, 2015 at 3:56 PM
If a plan item’s description is updated in the PIMS, will it be updated on existing plan templates and individual plans?
Yes. Descriptions are updated throughout the Petly Plans application during synchronization.
Mon, Jul 31, 2017 at 11:54 AM