IDEXX Neo Reviews

Great choice for an affordable price.

Comments: Our overall experience has been 9 out of 10. We are very happy with our move from Avimark (big, costly, server-based) to web-based Neo. Once they delivered boarding, we didn't have to have any other applications to manage our hospital. I do wish that other third party application providers were integrating more things with Neo. But I guess that will come as the client base grows.

Pros:

The ease of use for our team was the most important. There isn't anything that isn't covered in the "HELP ME" section. You can read the instructions, or you can allow the system to walk you through doing the task. It's very easy to learn and with regular updates the system continues to get better and better. Also, you can't say enough about support. I have been in IT for years. This is the best support team I've ever worked with online. They are friendly, knowledgeable and quick to respond.

Cons:

I'd like to see it be a bit more flexible for the client. There are some things I think should be moved to company settings. I don't like that it doesn't handle tax exempt clients, i.e. Rescues and Non-Profits. The reporting could be better, but I understand they are working on reporting now.

Using Neo in small solo practice since Jan. 1, 2018

Comments: We have a very small, 1 doctor practice. I was somewhat concerned about going to a cloud based system, but that has been a non factor. We are still not using NEO to it's maximum capacity, but that is our fault not the software's. There was a $50 a month increase in the monthly fee at the start of 2020 that didn't thrill me, but overall our experience has been good.

Pros:

Initially our favorite thing about Neo was how it facilitated electronic medical record keeping and electronic communication with clients via email and SMS. Over time the things that haven't liked (reporting, inventory management, etc) has gotten much better. The NEO team is very responsive to user feedback and frequently makes enhancements and upgrades to the software that make it better and better. We certainly also appreciate the ability to run NEO on very inexpensive hardware.

Cons:

As I noted above, our original "cons" have gotten much better over the 2 years we have been using NEO. Getting reports from past years is still a little wonky, and there is no quick easy way to look up which patient received a certain treatment recently, ie a "who-got" feature. NEO also lumps services (labwork, vaccines, office calls, etc) together with inventory items such as pharmaceuticals and preventives into one big category called "Products". I'd like to see them split apart.

Needs work

Comments: While I am happy there have been improvements, I feel like we were misled about the capabilities of Neo and real concerns have been brushed off. Accounting has been a nightmare, and we spend a lot of time having to print and fax or individually download several parts of a record to e-mail to regular veterinarians which defeats the point of being paper light, nor is it a time savings.

Pros:

The cloud based software is user friendly and convenient. Buttons are easily found, and software has a very up to date appearance. Integrates well with Smartflow and Vet Cove. Easy to update inventory. Integrated credit card processing at reasonable rates. Can easily e-mail consultations, receipts and forms to owners.

Cons:

Every part of the accounting needs work. It's impossible to accurately track A/R as payments are applied back to invoice dates and not the day they are actually paid. Financial tab is confusing as invoices are automatically generated for prepayments and not just a receipt. Records can not be e-mailed directly to veterinarians, and third party access does not allow them to access Smartflow sheets. Can have glitches

LVT from Michigan

Pros:

User friendly and always being updated.

Cons:

Definitely not as advanced as Cornerstone as far as tracking information inventory, patient, and client wise. However, one day it may get there.

Neo was the change we needed during this pandemic time

Comments: Once everyone got the hang of it Neo went pretty smooth, the users from cornerstone dragged at the beginning.
I wish the rx tab would automatically add the script into the rx history VS allowing labels printed but not “proscribed” we constantly fight w the drs over this!!!

Pros:

Having Neo definitely allowed us to continue and push through the pandemic curbside. The program slowed us to work remotely when needed.

Cons:

The analytics that we had in cornerstone from a management standpoint were much better.

Excellent, adaptable & easy to use

Comments: Neo has so many tools that I'm still discovering, such as appointment type breakdowns to see where/how your revenue is generated, so one can then target those areas or emphasize others moving forward. Many other features and tools available.

Pros:

For starters, the developers of this software continually seek, AND RESPOND, to user input, creating a continually adapting product that never goes out of date. 'Cloud-based' has rocked our world, allowing accessibility from any device with internet connectivity. So convenient.

Cons:

Integration with old software (Intravet)was successful for the most part...all the info is there, just formatted differently. I'd expect this to be an issue with integration from any software, however.

High expectations...poor delivery

Comments: The time involved from checking clients in to check out is almost double what we had with an older outdated system. Hard to believe this is "the future". All of the staff are frustrated after having this system 9 months. They are begging me (management) to return to our outdated system.

Pros:

cloud based system affordable comparitively

Cons:

poor estimate capabilities updates interfere with current processes, forms, etc. multiple windows to click through (lost time/efficiency) weak customer service (always say they are considering updating "whatever issue you have"

It is constantly improving

Pros:

-Easy to transfer and set up, Idexx did most of the work for us -Great Service -Bundled with our other Idexx services -Great for remote logins -New Improvements, and updates constantly -Cloud printing -Customizable to your needs

Cons:

-Not ready for hand held devices yet -Reports take some time to get use to -Not an easy way to track, Billed vs Payments -No quick way to itemized invoices when doing statments

Neo Software

Comments: We are small one doctor practice and the previous software we were using had a lot of features that we just weren't using and it was expensive. Neo has everything we need and it's very user friendly.

Pros:

Neo is very user friendly, easy to set up and the support is awesome.

Cons:

We wish it integrated with Covetrus. We are a mobile clinic and don't carry a lot of product on board. Our clients primarily order through our online pharmacy. It would be nice to have their purchase history show up in their record in Neo.

Neo Experience

Pros:

The office uses IDEXX for both reference and in-house labs, so the integration with Neo is fantastic. We also signed up for WebPacs so our imaging would be integrated. The PMS is very user friendly.

Cons:

We would love to see a minimum dispense fee comparable Cornerstone's minimum dispense fee functionality.

Glad that we have IDEXX Neo at our office

Pros:

I like that everything I need is at my fingertips. If a client calls and asks what medications my cat needs to be on. I can easily find the client by their name or phone number. Select what cat they are asking about. Go to the most recent clinical event and see what the doctor has written and explain to the client what the next steps are. I honestly could not do my job without this software.

Cons:

What I dislike about it most is sometimes it's hard to send records if you don't follow the same exact steps every time it won't send what you need sent

Recommended

Comments: Being a mixed animal practice I love that Neo is cloud based. It makes our mobile unit's life so much easier. I'm happy we chose Neo.

Pros:

Constant updates. Excellent tech support. Intuitive.

Cons:

There are issues with every software and many of our initial issues have already been fixed with updates. Some of the search functionality isn't effective. Doesn't pick up key words well. No standardized way to input phone numbers so searching a client by phone number is impossible. I feel that having more client information displayed on each screen (phone numbers, other pets, etc) would cut down the time/clicks needed to get to frequently used info fast. Even though you can customize your own forms, which is great, I wish Neo came with pre-made forms that felt more modern and eye catching. SMS isn't great - would be nice to have the ability to actually chat back and forth. In lieu of that having the ability to send an auto message that said not to reply to the text. Our clients frequently try to reply. Having clients able to pay their invoice from the email Neo sends would be helpful, especially in light of the times. Once you save a form/file to a client you can't email it to them.

Decent product with room for improvements

Comments: Overall, we are pleased with the program and find it generally easy to use and efficient. We have some minor tweaks we would make but have no major issues.

Pros:

We like the ease of use to create a client/patient and schedule appointments. The new feature allowing us to see cancelled or deleted appointments has been a wonderful addition as well!

Cons:

We dislike that some features are often changed that do not necessarily need to be changed. Also having a "no-show" option in addition to "Canceled or Deleted" would be very useful.

A disappointing experience with a software that had a lot of potential.

Comments: NEO provides the benefit of being Cloud based, meaning that it can be accessed by any device with internet, WiFi, or data plan.

Pros:

The software is cloud based, making it accessible from any computer. The program itself is very simplified, making it easy to learn and use.

Cons:

The software was over simplified. I can see how this program would be great for a small practice with one doctor and limited staff, but for a busy practice, it created more problems than it was worth. One of the worst features was that only one person could enter information in a consultation at one time. This wouldn't be as big of an issue if the program only allowed one person into the consultation at a time. Instead, multiple people can get into the consultation, but only one person's entries are saved, completely erasing the other's without warning. The inventory system is a mess. It is nearly impossible to truly track products coming into and out of the building. Once again, this is more difficult on a busier practice that has a lot of inventory. There is no payment system integrated with the software, meaning that payment must be taken with a separate program, leaving room for errors when entering payment.

Easy to use and great customer service

Comments: Again, having two practices, using NEO has made life easier on management. Support is always available and usually figures out the problem you are having.

Pros:

Cloud based software makes it easy to use on the go when managing multiple clinics. NEO is always adding new and updated features based off of client recommendations. Works very well with other Idexx equipment. Love the template and form options! Makes it so nice to have easily accessible printable forms at everyone's fingertips. Support chat is amazing!

Cons:

Just like with any internet based software there are times NEO is unavailable. Hadn't happened often but when it does, it is rough for the moment it is down. Would like to be able to run my own custom reports. Also would love to have reminders deleted automatically when the line item has been deleted. Only other thing would be that when pets that have been marked inactive or deceased it doesn't remove any future appointments.

Worth every penny!

Comments: We have been working with NEO for 3 years and are satisfied.

Pros:

Easy to use for new employees and the constant upgrade.

Cons:

The financial side or back of the program needs to be able to create more data.

Easy to use

Comments: Neo allows us to easaily track patient records. Add outside files and upload consent forms. It allows us to keep everything in one simple area so things do not get lost. It allows to quickly print things clients need ex vaccine certificates and tracks vaccines history and prevention bought.

Pros:

Neo is very easy to use. They have it set up to where anyone with simple instructions can navigate Neo and know what they are doing. If they need help there is a walk through option on the main screen. Tech support is quick and efficient when a problem does arrive. Neo is always making update to fit with growing needs.

Cons:

Sometimes it is almost too simple. Reminders do not account for when multiple doses of prevention are bought. Wish there was a way to quickly print all invoices from a patient without doctors notes attached. As well as a way to easily e mail the entire pt record at one time through Neo.

Exceptionally easy to start up and convert your practice to an accessible anywhere record system

Pros:

I love the ability to roll seamlessly from different aspects of the records. Invoices, vaccine records, and notes are all right where you need them. I don't use the inventory control function. Just don't have time as a solo Veterinarian to load in everything. BUT I do use the Product section to constantly monitor pricing.

Cons:

I think the standard form templates need some tune up. I'm an IT person, so even drag and drop HTML makes me sweat. The Customer Service folks have been able to talk me down from the ceiling.

Love idexx

Comments: Love it over all

Pros:

Easy to use, easy to communicate with product support

Cons:

Wish it was smart enough for when they buy more than one product it would reflect in the reminds

Happy with the service, but needs a few minor adjustments

Pros:

The vet connect plus features were the biggest selling point. I also really appreciate the frequent updates and feature improvements. So far all the new roll outs have been positive.

Cons:

My biggest complaint is that they will not let me type in a date when doing date entry for birthdays vaccine reminders. It is a drop down calendar and it is horrible.

So Simple and Minimal Set Up

Comments: I recently purchased a practice with no computer software and Neo saved us a fortune! Because this program is cloud-based, we didn't have to buy a server and we could use Chromebook laptops instead of full computers. Also, Neo runs on a monthly subscription that includes updates and support. With traditional software we would have had to pay several thousand dollars up front to purchase the program, plus about $1000/year for updates and support. The transition from fully paper-clinic to almost completely paperless was smooth and even my least computer-saavy employees felt comfortable using it after only a day of training (which is built in to the program!)

Pros:

Access anywhere with internet (phone, tablet, laptop, computer, etc) Very user-friendly and easy to learn Fully customizable Minimal start up costs Updates included and installed automatically Customer support is very helpful and takes suggestions for future updates Communicates with other IDEXX equipment (in house lab, radiology, reference lab)

Cons:

Need reliable internet access - sometimes our internet goes out, we keep some 4G capable tablets in the clinic to use when this occurs No option for a low and high end on estimates - we have asked for this on future updates Unable to be 100% paperless without signature capture - supposedly will be available on future updates

Overall pretty happy with Neo

Pros:

Integration was fairly seamless. It's a clean looking schedule.

Cons:

There are a lot of steps to schedule an appointment.

Idexx Neo

Comments: Very easy to use. I like how it has a help window where you can rather quickly find a solution to your problem.

Pros:

How easy it was to learn how to use, and how helpful customer support is.

Cons:

Consultations don't automatically save after a certain amount of time.

Review

Pros:

I like the collect payments the best. Makes making payments easy

Cons:

How the patient info is presented on each screen, and the quick access drop down

Neo is great!

Comments: All of my billing and medical notes are in one easy location that I can access from any device, which has ensured I collect payment timely from customers and am able to service them immediately.

Pros:

This software requires very little navigation between pages to complete my exam notes and billing. All of my lab results also come into the program and are just a click away for me to review them.

Cons:

As cloud software, I run into times when I don't have access to internet, which is frustrating but not actually a fault of the software.