Troubleshooting

❓ The pet parent doesn’t want to share all their information. What do I enter?

• You can assure them that the information needed is so we can provide them with their pet’s medical record in their name, which they will get a copy of today. If they are still uncomfortable, please use this information: 

• Even though we are assisting those experiencing homelessness, you can still ask if they have an address or a mailing address. If neither are available, please use the address of the Pet Clinic host organization (where the event is held) or the nearest cross streets to the encampment (for Street Vet Work). 

• If they do not have a phone number, you can ask them if they would like to use a friend’s so we can text them their medical record, or use 111-111-1111 for the phone number and bypass the email, as needed. 

• Do not pressure someone to provide an address, ID, or phone number.

• Explain that the email address is vital in storing and sending records. If they do not have an email, please use info@projectstreetvet.org.

• Focus on collecting enough information to safely provide care.

❓ What should I do if Clinic HQ freezes or won’t load?

• Refresh the browser first.

• Check your internet connection.

• If the issue continues, notify the team lead immediately so a backup workflow can be used.

• Do not stop patient care due to a technical issue—paper backup will always be available.

❓ Who do I contact if I’m completely stuck?

Your on-site team lead or PSV staff member is your first point of contact.
Do not try to troubleshoot complex issues alone during clinic flow.

❓ I can’t find a product or service in the dropdown menu. What should I do?
First, try searching for the item using a different name. Some products may appear under a generic name instead of a brand name (or vice versa). If you still can’t find the correct product or service, it’s possible that item is not yet in our Clinic HQ database.

Notify a PSV team member or clinic lead as soon as possible. They can add the item to the system so it can be properly documented and invoiced for that appointment. Do not skip invoicing or select an incorrect item as a workaround.

✅ Key Reminder

Clinic HQ is a tool to support care, not slow it down. Accuracy matters, but so does asking for help. If something feels unclear, pause and check in with your lead—every volunteer is learning, and questions are expected.