home

Browse documentation

Vello Knowledge Center

Get access to documentation, training, and other high-quality resources.

About prescription refill requests

A client can make a prescription refill request in the Vello client portal. Your practice receives the request in the Vello inbox.

Note: Prescription refill requests for Vello are automatically activated. To deactivate the feature, contact customer support for your PIMS.

In the Prescriptions screen of the client portal, a client can get access to prescribed medications and previously prescribed medications for their pets. And if your practice activates prescription refill requests, a client can make requests for medications that the screen shows.

Figure 1. Medication example in the Prescriptions screen

Medication example in the Prescriptions screen

A prescription refill request shows as a text message from the client in your practice's Vello inbox.

Note: A client can make a prescription refill request for more than one item at the same time. As a result, each item shows as a different prescription refill request in the Vello inbox.
Each text message for a prescription refill request includes:
  • Pet name
  • Medication name
  • Quantity of the medication that a staff member previously prescribed
  • The date that a staff member previously prescribed the medication
  • The name of the client who made the prescription refill request
  • A message to the practice that the client entered in the refill request (if applicable)
Figure 2. Example of a text message for a prescription refill request

Example of a text message for a prescription refill request

After you receive a prescription refill request, you can dispense the medication. It is not possible to use Vello to dispense the medication.

Tip: To easily send a text message to the client when they can collect the medication, make a quick reply in Vello.

After you dispense the medication and contact the client, select the Mark as Done button in the conversation view in the Vello inbox. As a result, Vello syncs the conversation to the client record and to the patient record in your PIMS .

Figure 3. Mark as Done button

Mark as Done button
After Vello completes the text conversation sync:
  1. Removes the conversation for the prescription refill request from conversation view
  2. Puts the conversation in the done view in the Vello inbox
Note: You can use the done view of the Vello inbox to get access to previously synced conversations.