Veterinary practices manage a constant flow of medical information—lab results, visit summaries, prescriptions, invoices, and reminders. Yet when clients need access to these documents, the process often still relies on phone calls, emails, and manual document sharing.
Your team ends up spending valuable time retrieving records while clients wait for the information they often need right away.
That’s exactly why we’ve launched the Pet Owner Portal—a new, secure, self-service method for your clients to access their pet’s health information at their convenience, while practices maintain full control over what’s shared.
Why Veterinary Practices Need a Better Way to Share Medical Records
Access to medical records is one of the most common requests veterinary teams receive. Clients frequently need documentation for:
- Boarding or daycare requirements
- Travel purposes
- Insurance claims
- Specialist referrals
- Keeping track of their pet’s medical history
Your front desk fields calls all day asking for copies of vaccination records, lab reports, or visit summaries. Each request involves searching the record, exporting the document, sending it to the client, and confirming they received it. While each task may only take a few minutes, those minutes add up.
Clients increasingly expect self-service access to health records, similar to what they experience with their own healthcare providers. Without a streamlined system for sharing records, practices are left to balance their administrative workload with client expectations.
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Introducing the Pet Owner Portal
The Pet Owner Portal gives clients secure access to their pet’s information through Instinct EMR, allowing them to access it at any time. Built specifically for busy, multi-doctor practices, the portal focuses on simple, secure access to medical records.
For existing Instinct EMR customers, getting started takes about 10 minutes. Rather than introducing complex workflows or additional systems, the portal integrates directly with Instinct EMR, giving practices a streamlined way to share information while maintaining full control over their data.
For practices, that means fewer document requests and less administrative overhead. For clients, it means immediate access to the information they need about their pet’s health. It’s a win-win for everyone.
An All-In-One Dashboard for Pet Owners
The Pet Owner Portal is designed to make medical information easy to access without overwhelming clients with complicated navigation. Clients get a clean, mobile-friendly dashboard where they can view their pet’s information from any device, with no app download or separate sign in system. From there, clients can quickly find:
Medical Records
Clients can securely view shared documents related to their pet’s care, including lab reports, chart documents, invoices and estimates, and additional medical files. Records are organized in a list, making it easy to locate the documents needed for boarding, travel, or insurance.
Multiple Pets in One Household
Many clients care for more than one pet. The portal makes it easy to switch between pets with a simple drop-down selector, keeping each pet’s records clearly organized.
Appointments
Pet owners can view both upcoming and past appointments. Upcoming appointments can be confirmed directly through the portal, helping practices reduce confirmation calls and simplify scheduling.
Prescriptions
Clients can view a list of their pet’s active prescriptions and discontinued medications, providing a clear reference for ongoing treatments and medication history.
Reminders
Vaccination and preventive care reminders are displayed along with due dates, helping clients stay informed about their pet’s care schedule.
Designed for Veterinary Practice Efficiency
One of the biggest benefits of a client portal is the ability to reduce administrative workload. Instead of responding to repeated requests for documents, your team can rely on the portal to provide clients with direct access to records the practice has chosen to share.
This shift can significantly reduce time spent:
- Emailing vaccination records
- Sending visit summaries
- Retrieving lab results
- Providing documentation
By allowing clients to access this information themselves, veterinary teams can redirect time toward patient care and in-clinic workflows.
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Complete Control Over What Clients See
While clients gain convenient access to their pet’s information, practices maintain full control over what data is shared. The Pet Owner Portal allows practices to configure medical record visibility directly within Instinct EMR, including:
- Selecting which document categories are visible to clients
- Setting default visibility settings across the practice
- Adjusting visibility for individual pets when needed
Practices can also configure their portal with a custom subdomain, creating a branded experience that reflects their clinic. This ensures the portal functions as an extension of the practice rather than a separate system.
More Coming Soon
The Pet Owner Portal is now available for all Instinct EMR customers in the US and Canada.
Our goal is to deliver a portal that practices can implement quickly, immediately improving the client experience and reducing administrative workload. We’re already thinking about how to improve the portal experience.
As the portal evolves, additional capabilities—such as requesting or scheduling appointments and sending secure messages to the practice—will build on this foundation of secure, streamlined access to medical records.
