Chasing Tails Mobile Vet
Chasing Tails Mobile Vet
Internal Staff Reference
(979) 217-1694 · Bryan & College Station, TX

Customer Service Guide

Medication RefillApproval Checklist

 
When to approve, pause, or escalate a refill request

Quick Reference
Medication Type CSR Can Approve? Exam Required? Action if Exam Due
Heartworm Prevention ✓ Yes Within last 12 months Send Weave appointment template
Flea & Tick Prevention ✓ Yes Within last 12 months Send Weave appointment template
Ongoing Chronic Meds (noted in record or multiple refills on Rx) ✓ Yes Exam current & condition documented Send Weave template if exam coming due
Steroids / Prednisone ✗ Stop Always requires Dr. review Flag for Dr. Marvel — do not auto-approve
New or Unfamiliar Rx ? Ask Dr. Depends on medication Pause and escalate to doctor
Controlled Substances ✗ Always Dr. Always requires Dr. review Never approve without doctor sign-off

Step-by-Step Workflow

1
Receive & Review the Refill Request
Start Here
▼
  •  
    Client submitted JotForm refill request — confirm you have: pet name, medication name, dose, frequency, quantity, and days remaining.
  •  
    Open the pet’s record. Confirm you are looking at the correct pet and client.
  •  
    Note the date of last exam. Is it within the last 12 months?
  •  
    Note the next exam due date. Is an appointment coming up soon?
  •  
    Check the client’s reported side effects (from JotForm). Any adverse reactions noted? If yes → escalate to doctor before proceeding.
📋
State law and AVMA guidelines require a valid Veterinarian-Client-Patient Relationship (VCPR) — confirmed by a current exam within 12 months — before any prescription medication can be dispensed. This is the foundation for every decision below.

2
Check for STOP Medications First
Critical
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🚨
Before doing anything else — check if the medication is a steroid or controlled substance. These require a doctor’s review every single time, no exceptions.
  •  
    Is the medication a steroid? (e.g., Prednisone, Prednisolone, Dexamethasone, Methylprednisolone, Triamcinolone) → STOP. Do not approve.
  •  
    Is it a controlled substance? (e.g., Tramadol, Phenobarbital, Ketamine, Trazodone in high doses) → STOP. Do not approve.
⚕️
Dr. Marvel note: Prednisone and other steroids are never used long-term in dogs or cats unless there is a documented immune-mediated disease in the medical notes. Always flag prednisone refills for medical review — even if the client has received them before. When in doubt, ask. We would always rather pause than make an error.
✗ Stop — flag for doctor review

3
Heartworm & Flea / Tick Prevention
CSR Can Approve
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  •  
    Confirm medication is heartworm prevention or flea & tick prevention only.
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    Confirm last exam was within the last 12 months.
  •  
    Is the exam due date coming up within ~60 days? → Send Weave appointment reminder template alongside approval.
  •  
    Approve refill up to next exam due date (up to 1-year supply per JotForm policy).
  •  
    If exam is overdue (12+ months) → send Weave “needs appointment” template; hold refill until exam completed or doctor approves exception.
✅
Heartworm and flea/tick prevention do not require doctor consultation as long as the exam is current. You can approve up to a full year’s supply.
✓ Approve — no doctor needed
📨 Weave template if exam due soon

4
Ongoing / Chronic Condition Medications
CSR Can Approve
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See the Chronic Medication Reference (Step 4b) if you’re unsure whether a medication qualifies as long-term.

  •  
    Confirm the medication is documented in the medical notes as an ongoing medication for a diagnosed condition (e.g., “CHF — ongoing Vetmedin / Enalapril / Lasix”).
  •  
    OR — confirm the prescription has multiple refills authorized (doctor already pre-approved refills on the Rx).
  •  
    Confirm the pet’s exam is current (within 12 months).
  •  
    Check if blood work or monitoring tests are noted as required before next refill. If yes → schedule monitoring first.
  •  
    Check if the requested quantity is unusually large (e.g., 300+ tablets without pre-authorization). If yes → check with doctor.
  •  
    Is the pet’s exam coming due? → Send Weave “appointment coming due” template alongside refill approval.
⚠️
If the diagnosis or reason for the medication is not clearly noted in the medical record, or you’re unsure whether it’s truly ongoing — pause and ask the doctor.
✓ Approve if criteria met
📨 Weave template if exam due soon

4b
Chronic Medication Reference Guide
Look It Up
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💊
The medications below are commonly prescribed long-term. If the patient’s record shows a matching diagnosis, these can generally be refilled without doctor consult — provided the exam is current and no monitoring is flagged as overdue.
🚨
Never abruptly stop these medications. Some drugs cannot be discontinued suddenly without putting the pet in serious danger — including cardiac medications, seizure medications, Addison’s disease medications, diabetes medications, and certain behavioral medications like Fluoxetine. If a patient is overdue for an exam or labs but is on one of these critical medications, refill a small bridge supply (enough to reach their appointment) rather than letting them run out entirely. Always schedule the needed appointment alongside the bridge refill. A small bridge refill to an appointment is always safer than an abrupt stop.

“`

Medication (Brand / Generic) Condition Treated Notes / Monitoring
❤️   Cardiac — Cannot be abruptly stopped
Pimobendan (Vetmedin) CHF, dilated cardiomyopathy, mitral valve disease Bridge if needed — abrupt stop can cause acute decompensation. Schedule cardio recheck.
Enalapril / Benazepril CHF, hypertension, chronic kidney disease ACE inhibitor. Kidney values checked periodically. Bridge if exam overdue — do not let lapse.
Furosemide / Torsemide (Lasix) CHF, fluid retention / pulmonary edema Bridge if needed — stopping can cause rapid fluid accumulation. Electrolyte monitoring may be noted.
Atenolol / Diltiazem Arrhythmias, hypertrophic cardiomyopathy (cats), hypertension Diltiazem common in cats with HCM. Long-term essential.
Amlodipine Feline hypertension, CKD with hypertension First-choice for cat hypertension. Blood pressure monitoring recommended.
Spironolactone CHF alongside Vetmedin / Lasix Often part of cardiac “triple therapy.” Refill together with other cardiac meds.
Digoxin Atrial fibrillation, CHF Narrow therapeutic index — serum levels may be checked. Flag if labs due.
🦋   Thyroid
Methimazole (Felimazole / Tapazole) Feline hyperthyroidism Long-term essential for cats. T4 levels checked periodically — flag if overdue.
Levothyroxine (Thyro-Tabs / Soloxine) Canine hypothyroidism Lifelong med. Thyroid monitoring needed; check if labs due before large qty.
🦴   Pain & Arthritis (NSAIDs)
Carprofen (Rimadyl / Novox) Osteoarthritis, chronic pain (dogs) NSAID. Liver/kidney labs recommended every 6–12 months. Check if labs are due.
Meloxicam (Metacam) Osteoarthritis, chronic pain (dogs; very low dose in cats) Same as Carprofen. Cat dosing is very different from dogs.
Grapiprant (Galliprant) Osteoarthritis pain (dogs) Newer NSAID alternative. Generally well tolerated. Check for lab notes.
Gabapentin Chronic neuropathic pain, anxiety, seizure adjunct Confirm it’s ongoing — also used situationally. If chronic, refillable.
🌿   Allergies & Skin
Oclacitinib (Apoquel) Allergic / atopic dermatitis, chronic itch (dogs) Very commonly used long-term. Straightforward refill if documented as ongoing.
Cytopoint (Lokivetmab) Atopic dermatitis (dogs) Injectable — given in clinic. Schedule appointment instead of refilling.
Ciclosporin (Atopica) Atopic dermatitis, immune-mediated skin disease May require periodic monitoring. Check medical notes.
🧠   Behavioral & Anxiety — Fluoxetine should not be abruptly stopped
Fluoxetine (Reconcile / Prozac) Anxiety, separation anxiety, OCD, aggression, feline inappropriate elimination Takes weeks to take effect — abrupt stop causes rebound anxiety. Bridge to appointment rather than let lapse.
Clomipramine (Clomicalm) Separation anxiety, OCD behaviors (dogs & cats) Tricyclic antidepressant. Long-term use common. Refillable if documented.
Trazodone Situational anxiety, fear-based behavior, post-op calm Confirm: ongoing vs. situational. If chronic, refillable. If for a single event, verify need.
Amitriptyline Anxiety, chronic pain, feline idiopathic cystitis Common long-term in cats. Refillable if documented.
⚡   Seizures / Epilepsy — Cannot be abruptly stopped
Phenobarbital Idiopathic epilepsy, seizure control Bridge if needed — abrupt stop triggers rebound seizures. Labs (levels + liver panel) required every 6 months. Bridge to appointment if labs overdue; never stop cold.
Potassium Bromide (KBr) Epilepsy, used with or instead of phenobarbital KBr levels should be monitored. Check for lab due dates.
Levetiracetam (Keppra) Epilepsy adjunct, cluster seizures Well tolerated. Often used alongside phenobarbital. Refillable if documented.
Zonisamide Epilepsy, seizure control (dogs primarily) Refillable if documented as ongoing. Periodic labs may be noted.
🩸   Diabetes — Cannot be abruptly stopped
Insulin (Vetsulin, Lantus / glargine, ProZinc, NPH) Diabetes mellitus (dogs & cats) Verify type and dose carefully — doses change over time. Match to current record. Bridge if needed — never let a diabetic patient run out.
Avelagliflozin (Senvelgo) Feline diabetes mellitus Newer oral feline diabetes drug. Refillable if documented as ongoing therapy.
🧬   Hormonal & Adrenal
Trilostane (Vetoryl) Cushing’s disease (dogs) Labs required — ACTH stimulation test typically needed before each refill. Check with doctor if labs not on file.
Fludrocortisone / DOCP (Percorten-V) Addison’s disease (hypoadrenocorticism) Bridge if needed — abrupt stop can cause life-threatening Addisonian crisis. Always bridge to appointment if exam or labs overdue. Never let lapse.
Mitotane (Lysodren) Cushing’s disease Requires careful monitoring. Always check with doctor for refill authorization.
🫁   GI & Liver Support
Metronidazole IBD, chronic GI inflammation, anaerobic infection Confirm: ongoing vs. short course. IBD patients may be on long-term; others use it short-term only.
Ursodiol (Actigall) Liver disease, biliary disease Long-term liver support. Refillable if documented liver condition present.
Omeprazole / Famotidine GI ulceration, acid reduction, chronic GI disease Confirm it’s chronic — often short-term. If documented ongoing for IBD or NSAID protection, refillable.
Tylosin / Sulfasalazine IBD, chronic colitis Long-term anti-inflammatory for GI. Refillable if IBD is documented diagnosis.
SAMe / Denamarin Liver support, hepatic disease Supplements used long-term. Generally easy to refill.
🫘   Kidney & Urinary
Aluminum Hydroxide / Lanthanum Carbonate CKD — phosphate binder Long-term supportive med for CKD. Refillable with documented diagnosis.
Prazosin Urethral spasm, urinary retention Often used long-term in cats with urethral issues. Refillable if documented.
📌
This list is a guide, not exhaustive. If a medication isn’t listed and you’re unsure whether it qualifies as a long-term chronic med, ask the doctor before approving.

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5
When to Send a Weave Template
Action Required
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  •  
    Exam is overdue (12+ months) — Send “Appointment Needed — Refill on Hold” template. Refill cannot proceed until exam is scheduled/completed or doctor grants exception.
  •  
    Exam coming due within ~60 days — Send “Your Pet’s Exam is Coming Up” template alongside the refill approval. Proactive reminder, not a block.
  •  
    Blood work or monitoring is due — Send “Lab Work Required Before Next Refill” template and schedule the appointment before releasing the refill.
  •  
    Last authorized refill on the Rx — Send “Time to Schedule a Visit” template to prompt an exam for re-authorization.
📬
Sending the Weave template is an act of proactive care. Make it a habit to check the exam due date on every single refill request.

6
When to Escalate to the Doctor
Escalate
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  •  
    Medication is a steroid or corticosteroid (Prednisone, Prednisolone, Dexamethasone, etc.)
  •  
    Medication is a controlled substance
  •  
    Client reported side effects or worsening symptoms on the JotForm
  •  
    Condition or medication is not documented in the medical record
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    Large quantity not pre-authorized (e.g., 300+ tabs of a pain med)
  •  
    The request seems unusual or you feel uncertain about approving it
  •  
    The medication is a compounded or specialty drug — also allow 72+ hours for fulfillment
💬
Our philosophy: We would always rather you ask than auto-approve something you’re unsure about. A pause never hurt a patient. An incorrect refill might.
✗ Pause — bring to doctor before approving

7
Once Approved — Complete All 4 Actions
Do All 4
▼

Every approved refill requires all four of these steps. Don’t skip any.

1.
Mark Approved in JotForm
Open the submission and update the status to Approved. This creates a clear record the request was reviewed and cleared.
2.
Send Weave Message to Client
Send the appropriate Weave template to notify the client their refill is approved and being processed. Include appointment reminder if exam is coming due.
3.
Send Invoice to Client
Send invoice via email. Medication is not prepared until payment is received. Invoices paid after 1pm go into fulfillment the next business day.
4.
Log on Google Sheet
Add to the “Needs to Be Paid” section with: client name, pet name, medication, and date logged. Entry stays there until payment is confirmed.
📋
Once payment is received and the order is fulfilled, update the Google Sheet to move the entry out of “Needs to Be Paid” so nothing falls through the cracks.
✓ All 4 done = refill fully processed

8
Fulfillment & Timing Reminders
Before You Finish
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  •  
    Allow 48 hours minimum for all standard refills once payment is received.
  •  
    Allow 72+ hours for compounded or specialty medications.
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    Invoices paid after 1pm go into fulfillment the following business day.
  •  
    Confirm delivery / pickup preference from JotForm (pick up, hand delivery, or ship). Note: delivery and shipping fees apply.
  •  
    Many medications are stored on the vans — confirm availability and coordinate with the appropriate team member.
  •  
    Once fulfilled and picked up or shipped, update the Google Sheet to move the entry out of “Needs to Be Paid.”

🐾

The Golden Rule: When in doubt, ask. A quick question to the doctor takes 30 seconds. Getting a refill wrong can harm a patient and damage client trust. This checklist is a guide — not a substitute for your judgment.

AVMA and Texas state law require a valid Veterinarian-Client-Patient Relationship (VCPR) — confirmed by a current exam within 12 months — before any prescription can be filled.