Everything your practice runs on, in one system.

Reminders are created automatically when a vaccine or treatment is given, and each reminder type has its own timing and message per channel. A pet’s scheduled reminders show on its record. Reminders can also be printed as letters for clients without email.

The Lupa app for iOS and Android lets clients book appointments, chat with the practice and see their pet’s upcoming appointments, vaccinations, conditions and prescriptions. Lab results only appear after the vet has reviewed them.

Consent forms are built from templates with the client’s, pet’s and practice’s details filled in, and previewed as a printed page while you edit. Forms are sent by email, text or WhatsApp, or signed on a practice tablet from a QR code. Each form shows as sent or signed on the appointment and the pet’s documents.

Repeat appointments can run for a set number of visits or carry on with no end date. Editing or canceling one asks whether to change only that visit or that visit and every one after it.

The map schedule plots each visit at the client’s address, colored by appointment type, with the details of the visit on hover. It is built for mobile, ambulatory and large-animal vets planning a day on the road.

The flow chart lays the day’s appointments out in columns by status, and the practice chooses which statuses to show. Finished visits that still need paying are outlined, so nothing leaves without being settled.

Each appointment type offered online can ask for nothing, a deposit or full payment, for example a deposit on surgeries and full payment on new-client exams. Payments are taken through Lupa Pay and sit against the appointment until it is invoiced.

Each appointment type can have a minimum notice period for online bookings. Online bookings can wait for the team to confirm them or go straight onto the schedule.

The practice decides which fields appear on the online registration form and which are required. Practices can also turn on pre-registration on its own, so new clients register before booking.

Search finds clients, pets, invoices and appointments by name, phone number or reference ID. Common actions sit next to each result, so the front desk can take a payment, check a patient in or create an invoice without opening the record first. A shortcuts menu lists every keyboard shortcut.

Practices connect the WhatsApp Business number they already use, and the last six months of chats are brought into Lupa. Reminders, campaigns and replies to clients can all go by WhatsApp, with message templates for when the 24-hour reply window has closed.

Practices add and verify their own email domain, so reminders, invoices and campaigns are sent from their own address. Email templates and signatures are managed in Lupa.

Phone calls, walk-ins and other conversations can be recorded on the client, so the next person to speak to them knows what was said.

Each client can have several contact people with their own phone numbers and emails. Animals can also have extra people attached, such as co-owners, trainers and referring vets, each with their own permissions.

When a client registers with a medical history from their old practice, Lupa reads the document and fills in the client and pet details for the team to review before anything is saved.

Practices build questionnaires from text, long text, dropdown and checkbox questions, mark each one required or optional, and choose which appointment types show them. Clients answer while booking online. The answers appear on the appointment so the team can read them before the visit.

Practices write instructions, such as fasting before surgery, and link them to one or more appointment types, or leave them as the default for all. The booking confirmation and reminder emails include a View Pre-Appointment Instructions button that opens them on a page with the practice logo.

With online cancellation turned on, signed-in clients see a Cancel button next to each upcoming appointment in the booking portal and confirm it before it goes through. Within 24 hours of the start the button is disabled and asks them to call the clinic. They receive a cancellation confirmation.

The booking portal doubles as a client portal in the browser, with no app needed. Each pet has a profile with tabs for appointments, medical records such as vaccinations and parasite prevention, prescriptions with refills remaining and instructions, and animal details. Clients can add a pet or book a follow-up from the same page.

In the Lupa app, each pet's wellness plan page shows the active plan with its price and renewal date, the total saved this year from plan usage and discounts, and every allowance in the plan. Tapping an allowance shows its usage history and a button to book it.

One setting hides the clinic address from the booking portal, client emails and the Lupa mobile app. It still prints on prescriptions, invoices and dispensing labels, where the law requires it.

A calendar block has a title, a color, the team members and room it covers, and a date and time. It can repeat daily or every one to four weeks on chosen days until an end date. Blocks marked as busy stop online bookings for the people on them.

When an appointment is saved, Lupa checks for staff double bookings, room double bookings and bookings outside the team member's or practice's hours. In a group it also checks whether the vet is already booked at another location, and names the location and time. The front desk can cancel or carry on.

Appointments a team member has at another location in the group appear on this location's calendar as a Booked block with the other location's name. A company setting decides whether other locations see full details or only that the time is busy.

On the flow chart, each checked-in appointment shows the check-in time and the minutes waited, counted from check-in or the booked start, whichever is later. The banner turns amber after 10 minutes and red after 20, so the team can see who has been waiting longest.

The calendar's right-click menu moves an appointment to its next status or any status, opens or edits it, creates the invoice and adds a payment or deposit. It also opens the client or the animal, and records today's weight without leaving the calendar. Most actions have a one-key shortcut.

The calendar's date picker has shortcuts for 14, 21 and 28 days from today, each showing the date it lands on. They make it quick to find a slot for a two or four-week recheck while the client is still at the desk.

A switch in the calendar settings hides the columns of team members and rooms that are not available on the days shown, based on the staff schedule. It can be saved as part of a calendar view.

Practices write their own after-hours message, up to 500 characters, and Lupa sends it when a client gets in touch outside business hours. On the same settings page the practice picks default assignees, so every new client conversation lands with named people, such as the front desk team. Reopened conversations keep their assignees.

Staff create named channels, such as surgery or front desk, and send direct or group messages to colleagues, including people at other locations in the group. Messages arrive in real time with unread counts and @mentions, and important messages can be pinned. Channels can be renamed, have members added or removed, and be archived without losing any messages.

Each client has two sets of channel preferences: marketing, and service messages such as medical updates. Each can be checked for email, text, mail and WhatsApp, and leaving marketing unchecked means the client has not opted in. Campaign audiences can be filtered by who has, or has not, given marketing consent on a channel. Changing the service message settings needs its own staff permission.

Each practice sets its default appointment messages: a confirmation when the appointment is booked, two reminders a chosen number of days before, and a follow-up a set number of days after. Each one can be switched on or off and sent by email, text or WhatsApp, with its own wording. If an appointment has pre-appointment instructions, a button to view them is added to the confirmation email.

The client page lists everything sent to that client, with the date, channel, who sent it, the reason and the delivery status, so a failed reminder is easy to spot. Each entry opens to show the full message and any attachments, such as an invoice PDF. A practice-wide version lists communications across all clients, with filters for channel, reason, status and date.

Practices connect Microsoft Outlook or Gmail accounts, and emails written in Lupa are sent through them. Outlook aliases and shared mailboxes can be used as senders, and one address can be set as the practice's default sender. Larger groups can use Microsoft 365 application authentication, managed in company settings.

When an animal has been registered twice, staff pick the record to merge it into and see both side by side. For each detail that differs, such as breed, neutered status, microchip or insurance, they click the value to keep. The duplicate is archived and all of its records move across with the full medical history. Duplicate clients can be merged in the same way.

An animal can be transferred to another client from its record. Its medical history goes with it, while invoices, estimates, insurance claims, prescriptions, documents, appointments and tasks stay linked to the previous owner. Active wellness plan subscriptions move to the new owner automatically, and Lupa warns when a Vetsure plan has to be handled with the provider.

Before a pet is marked as deceased, Lupa shows how many upcoming appointments will be canceled and lists them. Confirming cancels those appointments and stops the pet's reminders. No cancellation emails or texts are sent to the owner.

Practices create their own tags with a name, color and description, and choose whether each applies to animals, clients, products, services or invoices. A tag can be public or kept internal. Tags can be applied in bulk, merged into one another, and in a group promoted from one location to the whole company.

Search has an Advanced panel with separate fields for the client's first name, last name, email, phone, address and reference, and the animal's name and breed. Fields can be combined, so a surname and a breed together narrow the results to the right household. Active filters stay visible as chips that can be cleared one at a time.

With professional referrals turned on, referring vets sign up on your referral page and register their practice. Each practice has its own page with its contact and billing details, the clients and animals it has referred, its appointments and an account balance. Clients can be linked to the practice that referred them.

Each client record has a How They Found Us field with options such as Google Search, Social Media and Friend/Colleague Referral, or free text. Online registration always asks the same question. The answer appears on the client's details and as the Referral Source column in client analytics.

Under the notes editor, Lupa suggests diagnoses and medical highlights based on what has been written. Accepted suggestions are added to the pet’s medical highlights.

Lupa stores DICOM imaging studies from your modalities against the pet and the imaging order, with a viewer for each study. A study can be shared by a link that expires after 30 days, with an optional limit on views.

The dental chart records findings such as calculus, gingivitis, periodontal disease, pocket depths and extractions against each tooth. A new chart starts from the missing teeth on the last one, and charts are signed off when complete.

Lupa prints written prescriptions for controlled drugs in the format the regulations ask for, with the quantity in figures and in words. Controlled drugs are marked on the product and can be ordered online from NVS.

Automations link products and services to what should happen when they are billed. Billing a vaccine, for example, adds it to the pet’s preventive care, sets the next due date and schedules the reminder.

The pet’s history exports as a single PDF that can be filtered by date, with lab reports and images included, so it stands on its own for a referral practice, an insurer or the client.

Microchips implanted at the practice can be registered through the VetEnvoy connection from the pet’s record.

Animal records cover horses and farm animals as well as pets, with options such as mare, stallion and gelding, the animal’s location, what3words addresses and a map.

A prescription can allow a number of refills up to a set date, and each refill is listed as issued or not issued with its own dosage label. Lupa warns if more refills are added than the prescription allows. The vet can set a Next Refill Due date to remind the client about their next refill, and send a message that the prescription is ready for pickup.

Each product can hold named dosages, for example by weight band, set up on the product form. When the product is prescribed, the dosages appear in a selector above the instructions and picking one fills in the structured dose and the quantity. Editing the dose by hand switches the selector to Custom.

Printing settings set the dosage label's width and height in millimeters, its margins, the label and dosage font sizes and the QR code size. A live preview shows a label with the warning strip, patient, client, product, quantity, dosage, batch and expiration, and the practice and prescriber.

An advisory note can be printed or emailed from an invoice. It lists the products dispensed with each prescription's instructions, any extralabel-use reason and withdrawal times, the vet, and the exam's medical notes. The practice chooses its title, sections, detail fields and table columns in Document Layouts, and payment terms can use their own layout.

Automations can update the animal when chosen products or services are billed: mark it as neutered, or mark it as deceased. Marking an animal as deceased also cancels its upcoming appointments and reminders, without notifying the owner.

The fluid plan works out maintenance from the patient’s weight, adds the deficit from the dehydration percentage over the chosen duration and any ongoing losses, and gives the hourly rate.

Each observation on the treatment sheet has a chart of its readings during the stay, updated as each new reading is entered.

A day’s care plan for an inpatient can be copied to the next day, then adjusted.

Completed treatments, medications and procedures are added to the admission’s invoice as they are recorded, so the bill is ready at discharge.

Any action on the planner can be set to repeat, every so many minutes, hours or days. The series ends after a number of occurrences or after a set duration, and a summary such as "Runs every 4 hours, for 6 occurrences" confirms it. A series can be edited from one point onwards or rebuilt in full, and completed doses are left as they are.

Alongside the grid, the action planner has a timeline view that lists each action by time. Completed actions show who did them and how long ago, overdue ones are red and show how late they are, and those due soon are amber or blue. Actions can be completed, recorded, edited or deleted from the row.

One dialog gathers the admission's clinical and internal notes, the notes left on each medication, observation, fluid and activity, and the notes from linked appointments such as surgery. Each entry shows its time, any recorded value and who wrote it, and notes can be edited from the list.

Each admission moves through Confirmed, Admitted, In Progress, Ready for Discharge, Discharged and Completed. The status, the clinician and the room each keep a history showing every change, when it happened and who made it. The admission header also shows which day of the stay it is.

From an appointment's menu, Convert to admission opens a new admission for that pet with the start time filled in, and links the appointment to it. If the pet is already admitted, Lupa offers to link the appointment to the existing admission instead.

Practices set up admission types with a name, a duration in days and a protocol. Choosing a type when admitting sets the scheduled end date and shows a read-only preview of its care plan. If the protocol includes appointments, such as surgery, each one is reviewed and confirmed in turn after admitting.

The debts view groups outstanding invoices by client and ages them from 0 to over 90 days. Reminders go out to every selected client in one go, and statements can be sent to any client.

Account types set the payment terms for a client, with late fees and early payment credits where you use them. Each account type can have its own invoice layout.

The layout editor chooses which columns appear on invoice PDFs, in what order, and which sections to include, with a live preview.

Prices can be set with or without sales tax, and tax rates can include decimals where your local rate needs them.

Credit notes, refunds and vouchers are raised against invoices, with the tax handled for each type.

Bundles group the services and products for a procedure or course, with items that can be locked, checked by default and given client-facing names. A discontinued product can be replaced across every bundle at once.

Setting a lock date blocks payments, refunds, deposits and write-offs in the closed period.

Lupa keeps a record of every change to client transactions, including payments and invoices.

End-of-day reports total the day’s payments by method so the register can be counted and closed, and can be exported as a PDF.

Completed invoices export as a file ready to import into Xero, for the practice’s accounts.

Unpaid invoices can be written off from the debts list or the client's transactions, one item at a time with notes. The form shows what was invoiced, what has been paid and any payments still to allocate. Lupa warns before writing off debt under six months old, and creating write-offs needs its own permission.

Deposits, unused payments and credit notes sit on the client's account as credit. Allocate Credit lets you pick which credits to use, how much of each, and which unpaid invoices they pay. When taking a payment, Lupa reminds you if the client already has credit to apply.

The client card shows their balance in red, green or blue for owing, in credit or settled. On an appointment, a breakdown lists unpaid invoices, account credit, the balance owed, draft invoices not yet finalized and the total owed.

Staff with the Client Billing Hold permission can place an account on billing hold from the client form. The client is then flagged with a warning icon, and new bookings and invoices are blocked until the hold is lifted.

The invoice header shows the supervisor and the initials of every clinician assigned to its lines. Choosing a team member from the clinicians menu sets them as the responsible clinician on every item, after a confirmation. Changing clinicians needs its own staff permission.

Every service and product on an invoice can be assigned to a team member from the line's menu. Revenue reports attribute line revenue to that person, which feeds revenue per employee and the staff leaderboard in Analytics.

Practices set up their own departments in settings and archive ones they no longer use. Each invoice can be given a department from its header. The invoice lines report includes the department so revenue can be split by it.

Each wellness plan subscription has an activity log grouped by day: payments collected, failed collection attempts with the bank's reason, Direct Debit submissions and returns, card changes, messages and payment links sent to the client, refunds and write-offs, and who paused the plan and why. A banner at the top explains any money owed or an active pause, with a link to the outstanding invoice. The log can be filtered by type.

Pausing a plan stops billing and freezes its allowances until it is resumed, and resuming gives back the paid-for days that were left. Lupa also pauses a plan on its own after repeated failed collections, and every pause records who paused it. Ending a plan can take effect immediately or at the end of the period already paid for, with a cancellation reason recorded.

On a plan's subscriber list, staff can select several subscriptions and pause or resume them, cancel their renewal, cancel pending sign-ups, move them to another plan, or send them a request for recurring payment details. Rows an action does not apply to are skipped and listed before anything changes.

When a plan needs payment details, staff can show the client a QR code that opens the payment page on their phone, or send the link by email and text. The client saves a card or Direct Debit details there and the plan starts collecting automatically. Invites can also go to many subscribers at once.

The client page lists the cards a client has saved through Lupa Pay, with the last four digits, holder name, expiration date and the wellness plans each card is linked to. Expired cards are marked. Staff can send the client a link to add a new card, and removing a card warns which plans' collections it will pause.

When a client signs up to a Vetsure wellness plan, the subscription arrives in Lupa automatically. If Lupa cannot match it to a client and animal, it waits in a review queue where staff pick the animal on each entry, confirm the matching plan and choose whether Lupa collects payment. Entries can also be dismissed.

Purchase orders go to distributors such as NVS and Covetrus from Lupa, built from suggested reorder quantities. Deliveries are received line by line, with batch numbers, expiration dates and locations, and cost prices are updated.

Inventory counts cover each location and show the difference from what Lupa expected. Inventory can be transferred between locations and between practices in a group.

Tasks carry a priority, a category, a due time and one or more owners, and link to the client, pet or record they are about. The task list can be filtered by creator, practice, priority and category.

Groups manage every practice from one company level, with reports that compare locations and settings that apply across the group. Staff can work across locations, and inventory can move between them.

Roles set what each team member can see and do, such as seeing cost prices and mark-ups, completing invoices or completing inventory counts. Archiving a team member asks who should take their future appointments.

The Lupa team moves clients, pets, medical history, appointments, invoices and inventory from the practice’s current system as part of switching.

Each user can set the display size from 80% to 110%.

When someone edits an inventory quantity, Lupa asks for a reason: correction, broken or damaged, expired, missing or lost, destroyed, new inventory, internal use or other, with optional notes. The reason is required unless the role has permission to change inventory without one. Inventory counts ask for a reason on every count that differs from the expected quantity, and reasons show in inventory history.

Every change to inventory is logged as a movement: invoice sales and reversals, orders received, inventory counts, transfers in and out, manual adjustments and expired or archived batches. Each row shows the quantity change, inventory after the change, location, batch, reason, employee and the linked invoice, order or transfer. It can be filtered and extended with client and animal details.

The Inventory Valuation report lists inventory by product, location, batch and expiration date, with quantity, current procurement cost and value, and sell price and value. Pick an as-of date to see the value at the end of that day, for example at month or year end. It can be run for one store or across the company.

Services such as a dispensing fee or injection fee can be linked to a product or to one of its selling variations. When the product is added to an invoice, its linked services are added with it, so fees are not missed. Wellness plans can choose whether their allowances also discount linked services.

Report tables built on invoices, invoiced items, payments, inventory, clients and pets can be saved with their filters and columns. Each report is private to its author or shared with everyone at the practice, and reports made at company level are shared with every location in the group. Any report can be exported to a CSV file.

The Team tab of the analytics dashboard shows revenue per DVM, revenue per DVM hour and DVM utilization, which is booked appointment minutes against scheduled DVM hours from the staff schedule. Each figure is compared with the previous period and the same period last year, and opens to the records behind it. A staff leaderboard sits underneath.

The Clinical tab of the analytics dashboard shows vaccination compliance, the share of active animals with a future vaccination due date, and parasite prevention compliance, the share whose preventive schedule is not overdue. Both are compared with the previous period and the same period last year.

The analytics dashboard shows appointment start times as a heatmap across the practice's business hours. Rows can be set to day of the week, date of the month or month, which helps plan staff schedules and exam slots around the busiest hours.

Practice managers can turn on auto logout and choose how many minutes of inactivity are allowed. A minute before the time runs out, the user sees a countdown and can stay signed in by moving the mouse or pressing a key.

API keys are created in company settings, each read only or read and write. A key can act as a named team member, so requests carry that person's permissions and are attributed to them. Each key shows who it acts as and when it was last used, and can be disabled. Documentation is at developers.lupapets.com.

A grid of appointment types against team members sets who is qualified for what, filterable by role. When someone is booked into an appointment type they are not checked for, Lupa raises a qualification warning, and the staff picker marks them as not qualified. Online booking only offers qualified team members.

The staff schedule switches between staff and rooms. Rooms get recurring shifts like staff do, such as a surgery block in the surgery suite or tech appointments in Exam Room 2. Lupa warns when a room already has a shift at that time or a team member is already scheduled in another room.

Each day can have several opening periods, for example around a lunch closure, or be switched off. Named holidays close the practice on that date. Online booking slots, the staff schedule's business-hours fallback and the AI receptionist all follow these hours.

Lupa summarizes the pet’s history into conditions, current drugs and vaccination status, with links to the records it used.

Instead of writing a template from scratch, the practice can give Lupa Notes examples of its own notes to build one from.

Ask Jerry a question such as whether a problem has ever been noted before, and it reads the full text of every readable document on the pet's record to answer. It says which document the answer came from, and says so when nothing is found. Files it cannot read, such as photos of paper records, are listed as unreadable.

If the microphone has been silent for 10 seconds while recording, for example the wrong device or a muted mic, a warning appears under the recording bar. It catches the problem during the exam instead of after the notes come back empty. Pauses in recording do not set it off.

While Lupa Notes is recording, the vet can show the selected template over the notes editor as a read-only reference. It lists the headings and placeholders the notes will be written to, so nothing the template asks for is missed in the exam. It is marked as reference only and is not added to the notes.

When writing or editing a Lupa Notes template, switch on Preview, pick a past recording and generate notes with the template as it stands. The vet can change the template and regenerate until the notes come out the way the practice wants. Templates use plain headings, [placeholders], (instructions) and "verbatim" text.

Each appointment keeps its recordings, with who recorded them, when and for how long. The transcript is split into speakers with timestamps, can be searched, copied, or downloaded as a PDF. Notes can be regenerated from a saved transcript if needed.

In the pet owner app, Jerry answers questions about the owner's pets using their records at the practice: vaccinations and other preventive care due, prescriptions, weight history, lab results and appointments. Owners can rate or copy each answer. The app reminds them that Jerry can be wrong and to check with a vet before acting.