Covetrus Impromed

RATING:

4.03

(247)

About Covetrus Impromed

ImproMed Infinity is an on-premise veterinary practice management suite for clinics of all sizes. Primary features include treatment plans, patient information tracking, appointment management, billing, invoicing and reporting. ImproMed Infinity allows users to configure user workflows, manage care facilities, track expenses and communicate with clients and vendors. The system also offers inventory management, and it can generate postcards, letters, and labels. Patient reminders and marketing tools are also available. Users can export information to Microsoft Excel. Integrations include VetPressOnline, Rapport, AXIS-Q and 50 other software. These partner integrations allow users to connect with vendors who provide reference labs, digital imaging and pharmacy reference...
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Covetrus Impromed Reviews

Overall Rating

4.03

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

3.5

Value for money

4

Functionality

4

Showing 1 - 5 of 247 reviews

Brian

Company size: 11-50 employees

Industry: Veterinary

Time used: More than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

June 2021

No regrets with my decision.

Excellent. Customer service is vital to the software running properly and Impromed has excellent support staff.

Pros

Impromed handles all of our software needs and was the only company that could supply the technology we needed for our multi-practice business in 2004.

Cons

Training is essential. New employees take a little time to learn the software. There are several ways to get to the same location and that is difficult for some to grasp.

Reasons for choosing Covetrus Impromed

Impromed was only company to give us an accurate estimate for what we needed and had all the tools necessary for our business. I spent a lot of time talking to Impromed reps at a conference and they were able to answer all my questions because they had support people there too.

Response from Covetrus Software Services

Thanks for being a great customer and for sharing your feedback with us.

Replied August 2021

Fredrik

Company size: 11-50 employees

Industry: Medical Practice

Time used: More than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

May 2020

Veterinary support software, good but room to become great!

We are happy with the software, but it's mostly because there is no better competition. The top competitors have some things better, but other things not so good. Would recommend this software to any medium or large size practice. Suggestion for new feature would also be a id card login system, so that with computers in each exam room, the computer is locked when the tech is leaving the room and fast and secure to login when the tech or doctor is back.

Pros

This is a software with many good functions, integrations with multiple other systems such as Idexx etc. We have customized "vetnotes" and start to see positive effects in our hospital due to this. Easy Time works well and medical records is also well functioning.

Cons

One important thing with a practice software is to be able to set reminders for different users. So you can have "call backs" or tasks that needs to be done set to individual users or groups. Now there is on list that can't be customized at all for a regular 3 doctor practice use. "Easy Time" is a good tool, but setting up a booking calendar that for instance have color coding in the background for different use of the time slot, for instance annual, nurse or problem appointment slot is very hard to setup. Would be great with a template that you could import for a standard week and make minor adjustments as needed, now you have to set up each block for each column induvidually, can only select day, week or month for one slot... Very time consuming. Also, we use the plug in reminder system to be able to have clients book certain appointments directly online etc. which is great, but the system is not very flexible. Lot's more to ask about there when it comes to control of number of annuals per day, etc. The software is very sensitive to network connections. We tried to use laptops for portability, but even with a Sonic Wifi system, we couldn't maintain a good enough wifi in our building to not have any interuptions, which means that you have to close the software and open up, login and open up every module again. Would be great with a standard set of modules opened up automatically depending on what user logs in.

Reasons for choosing Covetrus Impromed

Price and at the time Impromed was owned by a smaller company, now it a big corporation as well as Idexx which is normally no good for us small businesses. We will see how this goes.

Reasons for switching to Covetrus Impromed

We used Intravet and their customer service became unavailable and the updates further and further out from each other. Changed to VIA and their support was better, but not available enough to even get the basic functions up running smooth... We then changed over to Infinity and support was good, after a while new [SENSITIVE CONTENT HIDDEN] came around and the support disappeared for a while and started to come back when it now is sold again and most of the time you get a ticket that they will come back to you when they have time to work on it, which is very painful when you feel that it's minor thing that you should have help with right away. All staff is professional and helpful, but many of them too new at the job so they always have to talk to more senior staff members to solve the problem.

Erich

Company size: 2-10 employees

Industry: Veterinary

Time used: More than 2 years

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

3

VALUE FOR MONEY

2

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

October 2018

Not what it used to be

Before Henry Schein bought this company and software, I thought this was a great product - which is why I introduced it to our practice 2+ years ago. Having struggled with it since, I would not recommend this software to anybody. Save your money and get a different software -- there are several with the same features that run more smoothly and have better support.

Pros

The appeal of Impromed is the potential for customization to suit your practice. It also contains numerous features, but I'll get into that more in the Cons section.

Cons

Support for this software is non-existent. Get ready to open your veins for an expensive 'tech support' package that they'll inevitably push down your throat if you want any patches/fixes or updates to the software - and it's riddled with bugs and errors. When you can even get someone from tech support, 80-90% of the time they are unable to fix the problem you have. Most seem to be inexperienced with the software in general, meaning they will need to escalate to a higher level technician who will more than likely not call you back. New features that their webinars superficially demonstrate without getting into practical use...expect that tech support will know no more than you. Get ready to be a beta-tester for free. Although it has lots of modules - each to address a certain feature practices have asked for - most of them do not work well together. This is part of why the learning curve for new staff is so high and your practice manager will struggle to make things more streamlined for them. There are many ways to do the same task in this software, but this usually results in confused staff. The software is not very efficient, meaning its going to run very slowly on anything other than a 4+-core PC. The latest updates have made the software even slower.

Response from Henry Schein Veterinary Solutions

Hi Dr. Roush, Thank you for sharing your feedback! We agree that ImproMed is customizable to suit the needs of your practice. We're sorry to read about your dissatisfaction with Support and the varying features of ImproMed. I've shared this information with our Executive, Product Management, and Support teams. If you ever have additional feedback you'd like to share, please email it to us at HSVS.Solutions@HenryScheinVet.com.

Replied November 2018

Brandy

Company size: 11-50 employees

Industry: Veterinary

Time used: More than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

May 2020

Versatile Program w/ Some Kinks

When we first chose to get Impromed in 2016, the customer support was fantastic. This was a huge factor in our choosing this product over others, because as a new user we knew we would have some hiccups. Since then, the support has gone downhill quite a bit, especially in terms of consistency. Sometimes when you call in, you get an excellent technician who knows exactly what you need and helps you quickly and efficiently. Other times the person fumbles about and you can tell that they just aren't as knowledgeable, which often leads to frustration for the customer and the technician needing to escalate the problem, which does not lead to an immediate transfer but instead to someone having to call you back (which can be difficult in a busy practice). This would certainly be understandable if it was a really complicated issue, but sometimes I know what needs to happen (I'm just not personally skilled enough in I.T. to do it) and the person just doesn't even know as much as I do.

Pros

I love that it's very user friendly for daily users on the front end. Adding items to medical records and invoicing are very easy aspects of the program. I also like how customizable everything is.

Cons

Because of how much the program can do, some of the more advanced functions of the program and the setup options can be confusing. There are also some very basic kinks that could be worked out, but I'm not sure that those items are on Impromed's agenda. Overall, those few things don't hinder our overall use of the program.

Reasons for choosing Covetrus Impromed

Cornerstone didn't respond to me when I reached out for a demo. AviMark and IntraVet didn't seem as advanced or capable as Impromed (demos left something to be desired - I have since used AviMark elsewhere and found it to be a capable program, but with its own limitations, and I prefer Impromed still even after learning AviMark). I liked IDEXX Neo, but it was just in its infancy as a program and I didn't want to be one of the first users of a program that was so important to our practice. I loved VIA and it was the runner up because it was so user friendly and visually appealing. In the end Impromed won out because I had heard that VIA didn't have the best customer support and that people who had the software would often have to leave messages and wait a week or more to hear back, which seemed scary to me as a new user and someone who would likely need a lot of support initially. I'm not sure if that was accurate or not (or what their support is like now), but that concerned me enough to choose Impromed (our old program was also an Impromed product, so I was very familiar with the support and really liked how helpful they were at the time).

Reasons for switching to Covetrus Impromed

DVM Manager was no longer being updated and we needed a more robust program with comprehensive electronic medical record capability.

Riki

Company size: 11-50 employees

Industry: Veterinary

Time used: More than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

July 2019

Impromed

Overall it was wonderful. Towards the end it was hard to use but that was because our hardware was extremely old and we couldn't update to the newest version without buying all new hardware which the practice owner couldn't afford to do. BUT that said, the functionality we had was great.

Pros

Just to start - Our practice USED to use Impromed Infinity - in 2016 we changed to Cornerstone due to budgetary concerns of our practice owner. That said, I miss infinity. It was so much easier to use, I hate having to tab through Cornerstone for everything. Infinity had a written script option, I could (with password protection) change invoices from one doctor to another, we could do year over year by month reports of inventory. The boarding module was spectacular, I feel like with CS I am back in the stone age. I loved it.

Cons

The only thing I can remember having issues with, was some of the reporting functions that the owner wanted. Client retention etc. But otherwise the modules were great. I also absolutely loved the message center - I am in charge of client billing and that is where I stored all of my notes on the different issues I had.

Reasons for choosing Covetrus Impromed

better functions and modules. It could do more than any of the others at that time.

Reasons for switching to Covetrus Impromed

At that time, Infinity had much more funtionality than the other software we looked at which was Cornerstone, DVMax, Intravet and I forget the other.

Response from Covetrus

Hello Riki! First off, we miss you too! It sounds like your team utilized a lot of the great features within ImproMed. You'll be happy to know we improved our reporting, and continue to improve, especially around client retention. We also now offer a patient recapture program that brings back lapsed patients-- and practices are only charged upon performance, AKA when patients come back. Talk about a game-changer. Give us a call, we'll be happy to have you back. We want you to be part of the new Covetrus family! All the best!

Replied September 2019

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