Add a new client and patient

When adding a new client, complete the client information first, and then add the patient. Make sure you search for the client and/or patient before adding them to Neo.

Note: Neo checks for duplicate clients by checking the First Name + Last Name + Home No. To help avoid creating duplicate accounts, you can add a dummy home phone number (for example, 555-1212) or other text (for example, "None" or "N/A") to each client's Home No. when no home phone number is available.

1. Click the Clients tab.
2. Click Add New Client.
3. In the Primary Contact section of the client Overview tab, complete the information for the primary contact. 

   Tips:

   • If the client does not want to receive SMS (text) messages, put their mobile phone number in the Additional Info area or Notes box.
   • If the client does not want to receive promotional emails, select the Unsubscribed from promotional emails checkbox.
     Note: The Unsubscribed from promotional emails checkbox can also be automatically selected when a client clicks the unsubscribe link at the bottom of the email that uses a form your practice designated as promotional. To learn more about setting up forms and certificates, see Add or update a form or certificate.
   • For practices using IDEXX Reference Labs, if the client account belongs to one of your staff members or veterinarians, select the applicable practice affiliation. The selected practice affiliation will print on IDEXX Reference Lab requisitions, to ensure the practice receives discounted pricing on eligible tests when ordered.
     Note: Please direct any questions regarding eligibility or pricing structure to your IDEXX Veterinary Diagnostic Consultant.
4. In the Billing Details section, select a client discount, if applicable.
   Prerequisite: Your practice must have at least one discount type set up in Administration > Financial Settings. Please contact your practice administrator to create or modify discount types.
   Note: This discount will automatically be applied to any eligible products entered on a patient’s consultation but can be manually changed, if needed.
5. If the client is tax exempt, select the Tax Exempt checkbox. For example, a shelter or rescue organization.
6. If the client is not subject to finance charges on unpaid account balances older than 31 days, deselect the Finance Charge checkbox. For example, a shelter or rescue organization.
7. In the Secondary Contact section, complete the information for a secondary contact, if applicable. Secondary contact information appears in search results and can be added to forms using the [secondary_contact] form variable. 
8. In the Additional Info section, add any additional info and notes.
9. Click Save Changes.
10. In the Add New Patient window, complete the patient’s information.
    Note: You must select the patient's species prior to selecting their breed. The breed list will display the breeds associated with the selected species.
11. Click Save. A confirmation appears in the message bar.
12. On the patient details page, add any additional info, reminders, alerts, etc. by clicking each tab.
13. Click Save Changes.

Tip: If you prefer to add new clients and patients to your system when they arrive for their first visit at your practice, create "New Client" and "New Patient" records to use as a placeholder to make appointments. To learn more about updating appointments like this when the client checks in, see Change an appointment.