Receptionist User Guide - Merlin V3

This article helps you understand how MATCHED, PARTIALLY MATCHED and UNMATCHED appointments appear in Merlin V3. There is also a link at the bottom of this article to download a printable copy.

*The matching process scans all phone number and email address fields within Merlin client files across the region to which the clinic belongs to.

 Note: The background color does not determine if it's a matched or an unmatched appointment. The colors are what the clinics have set up for each appointment type.

Section 1:  Registering a new client and patient

When a pet parent books an appointment for a new client and patient that has not visited the clinic before, the appointment goes as unmatched and would need to be registered in by doing the following.

1. Double-click the appointment on the schedule. 

2. Click "Yes" on the follow-up pop-up

3. Click ‘Register as a New Client’

4. Register the new client and patient as per the new client form in your email inbox (if configured) or register their details per the note on the appointment entry in Merlin. 

Registering new clients and patients on Merlin.

For a new client and patient record, the following fields will be populated by Vetstoria:

Client record creation:

• First Name - (Name) entered on Vetstoria
  
• Surname - (Name) entered on Vetstoria
  
• Category - Companion Animal (default value)
  
• Personal Mob. - (Number) entered on Vetstoria
  
• Personal Email - (Email) entered on Vetstoria
  
• Site - (Branch) selected on Vetstoria
  

Patient record creation:

• Patient Category - Small Animal (default value)
  
• Name - (Pet Name) entered on Vetstoria
  
• Species - (Mapped Species Name) configured on Vetstoria
  

Note: The species will be populated given that the species in Vetstoria are mapped with Merlin species. See the article below if it has been configured already.

Species Sync & Mapping - Merlin V3

The following fields are captured on the New Client Form on Vetstoria, and can be filled out to register the following mandatory fields for new clients and patients on Merlin:

Client Fields

• Address
  
• Town
  
• Postcode
  

Patient Fields

• Breed
  

How to enable the New Client Form - Mandatory / Optional

Section 02 - Merging an unmatched appointment when multiple duplicate client files are found

In certain instances, Merlin may detect that there are multile client files associated with the same emaill or phone number, giving you the option to merge the files. Given below are steps on how you can do this:

1. Double-click the appointment on the schedule

2. Click "Yes" on the follow-up pop-up

3. Select the correct client and patient file and click on Merge to the selected Client and Patient.

4. The appointment will now be merged, and the appointment entry will now be switched to a matched appointment (I.e. the breed of the specie will be displayed)

Section 03 - Registering a new patient for an existing client

When a pet parent books an appointment for a new patient that has not visited the clinic before, the appointment goes as a partially matched one and would need to be registered in by doing the following: 

1. Double-click the appointment on the schedule.

2. The ‘Treatment’ window pops up. Click on ‘Patient Details’.

3. You can create the patient record now. The Breed information can be obtained from the New Client Form (once enabled), and click on Save; the remaining information can be entered once the patient visits the clinic.

Disallow online booking

Some pet owners may be blacklisted by your clinics for various reasons. Any account that has been blocked will not be able to confirm an online appointment.

For Vetstoria to identify a blocked account, it searches for the client email/ phone number.
Make sure to check if the "Disallow Online Bookings" under the 'Additional Info" section is checked.

If you have any questions or if you need further help, please use the 'submit a request' form linked at the top of this page to reach out to our support team.

Click below to download a printable PDF