I cannot find my username and password. What do I do?
Contact your hospital at firstname.lastname@example.org or call 864.900.5888, and we will resend your hospital a Welcome Email. This email will give you your username and a temporary password to use to log in to the portal. Once you enter the temporary password, it will prompt you to change it to a password of your choice. Please note, every username and password are issued per clinic, not per individual. Make sure everyone at your hospital is aware of the updated username and password.
Can I change my username?
Your username is much like a social security number and cannot be revised. It is the way the portal is able to uniquely identify your hospital in the system.
If I forgot my password can I reset it myself?
Patient Chart and Notifications
When do records and reports show up on the portal?
Patient records and reports must be finalized by the veterinarian seeing the patient before they will upload to the portal. Once the records are finalized, our practice management software will pull the records in real time to the portal for you to access and view.
What do I do if I am unable to open a patient document within the portal for viewing?
How long will these documents be up on the portal?
Patients remain active for 6 months on the portal. If you would like access after that time, please give us a call and we will reactivate the patient’s medical note.
Can I edit my notification settings?
You are in full control of what type of notifications are sent to you! To edit these settings, login to the portal and click on the Profile & Settings tab. Towards the bottom there should be a section titled Notification Settings. From here, you can decide what type of notifications you receive and the method in which you receive them. This is also where you can edit or add fax and email information for where the notifications are being sent to. When finished, make sure to click Update at the very bottom.
Please keep in mind that the emails entered to receive notifications will receive ALL patient notifications for the practice as the system does not differentiate between doctors within the practice.
Why am I receiving notifications about some documents but not others?
First and foremost, make sure you always double check your spam folder for an automatic notification from the portal.
If it is not there, double check your notification settings under your Profile and Settings tab in the portal to ensure your fax and email information are correct and up to date.
Lastly, check the portal online for a record you think may be missing. Documents including Medical Notes and attachments will automatically be sent out through the notification system, but all other documents including lab results, images, prescriptions etc. are ONLY visible on the portal.
Fetch may include labs or images as attachments, which in those cases, those attachments would automatically be sent to your practice. For more information on what information is sent through the portal vs what is available only online to view, contact our Marketing & Outreach Coordinator, Hayley Lohr, at email@example.com.
Is there a way to download all the records from the Patient Chart at once?
Not currently but this is an enhancement request the rVetLink is taking into consideration for the future. Currently, you will need to download the attachments individually. You can, however, click the Patient Chart PDF button to download a screenshot of the entire patient chart. This won’t download the attachments, but it is a good, high-level visual for the patient’s medical history.
Computer Error Messages
If I get an error message when trying to log into the portal, what should I do?
Try the following solutions and if the issue persists, please reach out to us at firstname.lastname@example.org so we can better assist:
- Refresh the page and try logging in again. Sometimes browsers will “time-out” and give you an error message.
- Try logging on using a different browser (i.e. Chrome, Safari, etc.)
- Clear the cache on the browser you are using, close the browser, and try logging in again. For help on how to clear cache, please google “Clear cache on <insert browser name>” and it should provide step-by-step instructions.
Why am I getting a pop-up blocker?
The internet browser that you are using has pop-up blocker turned on. Please refer to your browser settings to turn off the pop-up blocked for our site. If you are unsure of how to do this you can google, “how to turn off pop-up blocker in (name of the browser you are using, i.e. Chrome, Firefox, Internet Explorer)”.
Are you experiencing an emergency?
Pet emergencies seem to happen at the most inopportune times, especially when your primary veterinarian is unavailable. Fetch is open from 8 AM - 6 PM, 7 days a week, 365 days a year. If you are experiencing an emergency right now, please call us immediately at 864.900.5888.