23.3. Multi-Clinic (More Than One Profile)

A Multi-Clinic is a setup that consists of different profiles all linked under one organization. This would be used in the case of a clinic who has more than one physical location.

Read how to use the multi-clinic setup in this section of the manual: (blank)Multi Clinic Considerations

Multi-Clinic Subscription Costs

• Billing is kept separate.
• The cost for multi-clinic is the same cost for each clinic. So, if you have two clinics, each would be charged a separate subscription fee.
• When the new clinic profile is created, you will receive the first month free.

Creating Another Profile

To set up another clinic, please open a help ticket and let HQ know the following:

1. The name of the new clinic profile.
2. The name and email of the person who will be responsible for setting up the new profile and completing the onboarding training.
3. Should we copy the Settings from your current profile? If yes, which of the following should we copy?
4. Custom Fields
5. Drug Charts (For Patient Flow)
6. Logo
7. Clinic Preferences
8. Clinic Operating Hours
9. Clinic Capacities
10. Clinic Species
11. Clinic Colors
12. Clinic Items
13. Templates
14. Vets
15. Medical Notes
16. Wellness Settings
17. Rooms
18. Clinic Packages
19. Reminders
20. Vaccines

Canceling a Clinic Profile in a Multi-Clinic Organization

This section explains what happens when you need to close a clinic profile and how to preserve access to records.

Before Canceling a Profile

If your clinic is part of a multi-clinic setup and you cancel a profile subscription, the data in that profile will no longer be directly accessible. If you need continued access to records, do not cancel yet.

There are two options. The first is to export your data via Excel files before canceling. This is achieved using Custom Reports. If you prefer a live lookup option within HQ, you will need to switch the closing clinic's subscription to Data Access Only, not canceled.

Data Access Only plan Current Rate: $49/month Keeps all records live and viewable for your closed clinic profile. Please open a help ticket with details on which profile needs adjusting if you are interested in doing so.

What Happens When a Profile Is Canceled

When a profile subscription is canceled:

• The profile becomes suspended.
• You cannot view or edit any appointments, reports, etc. that were created in that profile.
• The animal's full medical record remains available to download, only from an active profile.

If an HQ user attempts to access or edit a record from the canceled profile, the user will get stuck inside the suspended profile.

Important: Do not attempt to view or edit appointments that were seen on a canceled profile.

Resolving a “Stuck” User Account

If a user becomes stuck in a suspended clinic profile:

1. Log in to an active clinic profile with an account that has admin permissions.
2. Go to Settings > Users.
3. Find the affected user and Edit their profile.
4. Change the status from Active to Deleted and click Save.
5. Click +Create User to recreate the account using the same email address.
6. The team member will receive a new email from Clinic HQ to set their password and regain access.

Accessing or Transferring Records Between Profiles

Can records be transferred to another profile?

No. It is not possible to migrate or merge data from one clinic profile into another. The back-end client database remains intact, so you can schedule future appointments for any clients or animals across clinics using their existing records.

Past Appointments at a Canceled Clinic

These cannot be viewed or edited unless the profile remains on a Data Access Only subscription.

Changing a Profile Into a New Clinic

Question: Can I simply change my current profile into a new clinic?

It is not recommended to repurpose a clinic profile for a new clinic location. For example, if you are closing one location and opening another, creating a new profile is best practice.

From a technical standpoint, it is possible to update the clinic name on your account so it appears as the new clinic throughout the platform. However, this change would also apply the new name to all past medical records, including finalized and issued records.

This may create legal or regulatory compliance issues, as historical records would appear to have been generated under the new clinic name. It could also conflict with licensing requirements, such as premises license obligations.

We strongly recommend reviewing your legal and regulatory requirements for recordkeeping and licensing if you are considering making such changes.