Permissions within Roles
What's a Role?
A role is a group of permissions that you create and assign to different members of your team. When you create a role, you’ll be able to pick and choose specific permissions that each role will be able to carry out. This is a guide to help you understand what each of those permissions is and where it ‘lives’ in Shepherd.
While it’s entirely up to you which users have which permissions, we recommend a more conservative approach to the administrative permissions. This ensures a more consistent database and helps staff focus more on taking care of patients.
We’ve broken these permissions into four sections:
Cancel Completed Refill
With this permission enabled, a user can cancel a prescription that's been marked as 'completed.' This action is tracked in the prescription's activity log.
To cancel a completed refill, navigate to the patient dashboard and open the specific prescription (under 'Prescriptions on the bottom right) by clicking on the blue text. Once the page is open, click the 'Cancel' box next to the specific refill you want to cancel.
Update Prescriptions and Refills
When a user or has this permission, they're able to update prescriptions and refills. This includes:
Dose/number of refills
Whether the medication is:
Without this permission, a user is still able to see a prescription (as well as its history), access any associated invoices, and print the label, and request/end a refill.
This permission allows you to transfer a patient to another owner within Shepherd—not update the patient’s physical location (done in the SOAP Summary section).
To transfer a patient, open the patient dashboard. From there, click the ‘Edit’ button at the top of the screen. Once you can see the patient’s information (name, species, etc.), there will be a button at the top labeled ‘Change Client.’ Click that button, and search for the client who is now the owner of that patient.
Note: if it’s a new client to the system, you’ll first need to create their client profile. If you need help with that, you can see our guide for creating a new client.
Unlocking a SOAP is re-opening a patient’s closed medical record. This should only be done for things like adding in updating medical documents (imaging, etc.), adding addendum information, or to revert an accidental SOAP closure. All changes, including unlocking the SOAP, will be saved in the SOAP’s log.
If you want to learn how to unlock a SOAP, check out our SOAP Summary article.
Deleting a SOAP may need to be done for a number of reasons, but should always be done with caution. Deleted SOAPs will appear in the patient's activity log.
Delete - Note
Adding notes throughout the patient’s SOAP is crucial for ensuring a solid medical record. Every user in Shepherd can add notes and edit notes they’ve written, but this permission allows users to delete notes.
Deleting notes comes in handy if a time-stamped note was recorded incorrectly (or has misspelled words). If that’s the case, a user with this permission would delete the original note (with its errors) and replace it with a new one.
Note: Notes can’t be edited if the SOAP is locked
Update/Delete - Payments
If a payment was recorded incorrectly (i.e. the staff member said the patient paid $20, but they actually paid $200), this permission allows a user to go in and edit the payment amount. This also applies to changing the payment type.
Users with this permission can also delete a payment.
A user will need this permission if they need to go back and change something in a client’s 'Closed Out' invoice. This is useful for things like product returns and refunds.
To access a locked invoice, search for a client, open their page. Then go to the Invoices section, and click on the invoice you want to open. Once the invoice is open, you can unlock the invoice via the dropdown next to the invoice name.
Apply Invoice Discount
To ensure your practice receives fair payment for services and products, invoice discounts are typically limited to a few people within the practice. There are a few parameters that need to be met in order for a product/service to be discounted:
The product category needs to be marked as ‘Discountable’
The category needs to have specific users who can apply the discount
Once the product category has been marked ‘discountable’ and users have been assigned to be able to discount that category, discounts are applied in the ‘Take Payment’ step of checking a client out.
Create/Read/Update/Delete - User
Aside from getting your practice up and running with Shepherd, creating and updating users isn’t a terribly common task (unless your practice tends to have a lot of relief staff). With this permission, you’re also able to update add new users to Shepherd, as well as assign user roles to those users.
Create/Read/Update/Delete - Role
Creating/assigning Roles means you're able to create/update different roles—and, by extension, what permissions users with those roles have. This is a task best left to practice managers and doctors.
Create/Update/Delete - Referral Source
Giving this permission generally reflects how granular you want your referral documentation to be. If you’re running a few marketing campaigns and want to track word-of-mouth referrals by specific source (i.e. another client), then giving this permission to your whole team would be helpful and prevent bottlenecks. However, if you’re more interested in general referrals (i.e. Google search, word-of-mouth), then it could function as a set-it-and-forget-it permission, and your whole team may not need to have it.
Referral sources are covered in our Clinic Settings Guide if you want more information.
Create/Update/Delete - Client Discount
Client discounts function differently than Invoice Discounts because they are attached to a client’s profile and not to an invoice. These are typically discounts for things like military, educator, senior, and staff discounts.
Note: discounts can only be applied to products marked as ‘Discountable’ in the Products section of Admin.
We have a section about creating client discounts in our Clinic Settings guide.
Update - Diagnosis
As a permanent part of a patient’s medical record, creating/updating diagnoses are typically left up to more senior members of a practice’s staff.
We have two other guides that may help explain diagnoses:
Create/Update/Delete - Physical Exam
While exams can be performed by most employees at a practice, creating/updating/deleting Physical Exam templates should be left to a more senior member of staff. First, creating too many templates could result in duplicate or redundant templates, and second, you increase the risk of providing less consistent care through minor changes in similar exam templates.
We have a few more guides that can help you out with physical exams:
Create/Update/Delete - Product
Since most of your practice’s products will be uploaded via, .csv, this is a task that’s usually not not a common occurrence. Therefore, it’s best left up to a practice/inventory manager.
With this permission, you're able to create/update products, product categories, bundles, and dispensing fees.
Create/Update/Delete - Clinic Settings
Clinic settings don’t change much, but for things like updating closures for holidays/conferences and the ‘Info’ note (which prints at the bottom of each document), this could be a useful permission for any staff that works in reception.
Users with this permission can also add discounts for specific clients, as well as create different types.
Check out our Clinic Settings Guide for more information about what all lives in this part of admin.
Create/Update/Delete - Admin Scheduling
The ‘Scheduling’ section of Admin is the back end of the practice’s schedule. It’s where you can create/edit different appointment types, as well as provide practice and provider hours. This is something best left to a practice manager, or perhaps an office/practice administrator.
Create/Update/Delete - Admin Reminder
Reminders function as a set-it-and-forget-it solution to remind clients to bring their pets in for recurring appointments or appointments that require a followup.
We’re always for automating your practice’s communication, however, we recommend giving the responsibility of making and updating reminders to a few people in your practice. This ensures consistency in communication, and lessens the risk of duplicate notifications being sent out.
Create/Read/Update/Delete - Integration
While we’ve worked hard to make setting up integrations as easy as possible, setting up integrations a more technical part of setting up Shepherd. We’d recommend a few people on your staff have this permission, in case there’s an error that can be fixed with reconnecting/reestablishing the integration.
This permission allows a user to set up an integration with services like IDEXX and Banquest.
To access integrations, click ‘Admin’ on the left side of the screen. Then click ‘Integrations.’
Running reports is a critical function of any veterinary practice, however it’s a responsibility that should be tightly controlled since reports contain medical information for patients, as well as contact/personal information for clients.
Reports can be both created and downloaded. A created report will populate within the Shepherd admin. While you can’t do much manipulation of the data, you can still copy each section and paste it into a program like Excel or Google Sheets where you can do more data manipulation.
To create a report:
Select the report you want to create
Select or input the date
Click the 'Create Report' button
A downloaded report allows you to open up the report in its entirety in Excel, Google Sheets, or similar. When opened in these programs, you can filter the data in ways that are extremely helpful for things like email campaigns. However, this information is also the backbone of your practice, and should be kept as secure as possible.
To download a report:
Select the report you want to create
Select or input the date
Click the 'Download PDF' or 'Download CSV' button
Types of Reports
In order to provide as much information to our practices as possible, we’ve made sure you’re able to generate every report your practice will need to document clients, patients, and medication.
With a few exceptions (like the End of Day report), you're able to filter reports by different date ranges:
Reports that you can generate in Shepherd fit into 4 groups:
Let's take a look.
Accounts receivable: the amount of money owed to your practice for the amount of work performed in a specific time period.
Invoice line items: every invoice line item across all patients for a specific time period.
Invoice summary: every invoice across all patients/clients for a specific time period.
Transaction: all transactions across all clients for a specific time period.
Controlled Drug: all controlled drugs administered to patients (as well as the patient and client name) for a specific time period.
Vaccine: all vaccines administered in a specific time period. Can be sorted by:
Client: Shows all clients of a specific subset and within a specific timeframe. Subsets are:
Patient: Shows all patients of a specific subset and within a specific timeframe. Subsets are:
Practice Management Reports
Daily Summary Report: give a high level breakdown of: revenue, sales tax, payment types, AR reconciliation, payments, discounts refunds, returns, sales by product category, invoices, production, and client/patient numbers
End of Day: contains invoices, payments, totals, and cash drawer reconciliation for a day. Can be run for any single day.
Problem and Diagnosis: all problems and/or diagnoses recorded in any patient SOAP for a specific time period.
Production Report: details of each doctor’s production quantities (by category), as well as production totals for the clinic.