Welcome to the NEO support area
For a quick, contextualised answer, start with the NEO Virtual Assistant. In seconds, you can resolve technical or functional questions and be guided to the next steps or the most appropriate support channel. You can also visit the MedicineOne Academy, where you'll find official application documentation, including manuals, tutorials, courses, and version history.
Discover the support channels we provide
NEO Solo | Plus and Premium plans
Smart support, 24/7
For fast answers, talk to our Virtual Assistant, available around the clock with a resolution rate of over 98%. It identifies your issue, walks you through the steps, and delivers immediate solutions.
Documentation and FAQs
Prefer to look it up yourself? Find step-by-step guides on the MedicineOne Academy and a curated FAQ covering the most common questions.
Dedicated phone line
Monday to Thursday: 09:00–12:30 and 14:00–18:00;
Friday: 09:00–12:30 and 14:00–17:00.
The number was sent in your registration email. If you can't find it, check the NEO news section for the current contact.
Send a message
To open an asynchronous request, open the AI assistant, say you want to "send a message," and follow the instructions. We'll get back to you by email or phone as soon as possible.
NEO Solo | Free plan
Talk to the assistant (24/7)
For any technical or functional question, chat with the Virtual Assistant — it resolves over 98% of cases.
Academy and FAQs
Prefer to learn at your own pace? Explore the MedicineOne Academy and the FAQs.
Want to send us a message?
Open the Virtual Assistant, let it know you'd like to get in touch, and it'll take it from there. We'll respond by email or phone as quickly as possible.
NEO Clinics and NEO Hospitals Clients
Smart support, 24/7
For fast answers, talk to our Virtual Assistant, available around the clock with a resolution rate of over 98%. The assistant is available in the bottom corner of the page, ready to identify your issue, guide you through the steps, and deliver immediate solutions.
Technical incidents
Report issues via JIRA for efficient handling. Use the credentials provided during onboarding: access JIRA.
Functional questions
Visit the MedicineOne Academy and the FAQs for processes, configurations, and best practices.
Dedicated phone line
Monday to Thursday, 09:00–12:30 and 14:00–18:00; Friday, 09:00–12:30 and 14:00–17:00.
The contact was shared at the time of sign-up. If you don't have it, submit a JIRA ticket to request it.
Available support models
MedicineOne offers several levels of support. See them below and contact us if you wish to subscribe or change your current plan.
Hour Bank
Responsive support provided by the general support team, through the purchase of a prepaid hour bank (valid for 24 months). Ideal for occasional needs: minor configurations, quick trainings, settings adjustments, reports, analyses, and integration support.
Why choose:
- Flexibility: use it when you need it, with no fixed monthly fee.
- Predictability: budget controlled and based on actual usage.
- Speed: carried out by certified NEO technicians.
Managed Services Light
Proactive service provided by a specialized team, with a dedicated Client Care representative. Includes a maintenance calendar, periodic schedule and RCM optimization, basic integration monitoring, a monthly KPI report, and review meetings.
Why choose:
- Fewer incidents: continuous prevention and tuning.
- Greater efficiency: focus on occupancy, no-shows, and revenue cycle.
- Governance: a single point of contact who understands your operations.
Managed Services
End-to-end offering with a dedicated multidisciplinary team (functional + technical). Covers continuous operational management, release planning, process-specific runbooks and playbooks, NPS reports, evolution roadmap, executive reports for Steering, and personalized SLAs.
Why choose:
- Disponibilidade: Reference availability and performance.
- Continuous evolution: improvements prioritized based on data.
- Co-management: we work side by side to ensure clinical and financial goals.
Need help right now?
Open the intelligent assistant on the website or in NEO and describe what you need. Alternatively, consult the MedicineOne Academy or the FAQs.
How does NEO technical support work?
NEO support is digital-first, starting with the Virtual Assistant, available 24/7 on the website and in the application. It resolves most questions immediately and, when needed, directs users to documentation, human support, or specialist technical channels.
Does NEO offer 24-hour technical support?
Yes. The Virtual Assistant is available around the clock for both technical and functional support, with a high rate of immediate resolution.
How do I contact NEO support?
The fastest way is through the Virtual Assistant. Eligible customers also have access to a dedicated phone line during business hours and technical support via JIRA. These contact details were provided when you signed up. If you don't have them, request contact through the Virtual Assistant by submitting the required information.
Where can I find NEO manuals and tutorials?
All official documentation — including manuals, tutorials, courses, and version history — is available on the MedicineOne Academy, accessible online at any time.
How do I report a bug or technical incident in NEO?
NEO Clinics, NEO Hospitals, and NEO Occupational Health customers should report technical incidents via JIRA, using the credentials provided during onboarding. Before doing so, check with the Virtual Assistant to see if a fix already exists or if the issue has already been reported. NEO Solo Plus or Premium customers can call the number provided in their welcome email during business hours.
Can I get dedicated support for my clinic or hospital?
Yes. NEO offers Managed Services — a solution with dedicated multidisciplinary teams, custom SLAs, and ongoing support, tailored to the size and complexity of your organisation. Speak with your Account Manager to learn more or subscribe.
How quickly does NEO support respond?
Questions submitted to the Virtual Assistant receive an immediate response. Requests escalated to human support follow SLAs defined by your plan and contracted support model.
How long does it take to get started with NEO?
It depends on your plan. NEO Solo plans are up and running immediately — create your account and start working straight away. Bear in mind that, legally, to issue prescriptions you must first obtain a Local Prescribing Code (CLP) from SPMS — a process we guide you through after sign-up. Clinics, Hospitals, and Occupational Health plans involve an implementation project managed by our team.
Do I need a local installation or my own servers?
No. NEO runs in the cloud and is accessed either through a native Windows installation or via web browser (currently available for certain areas). No servers required — just an internet connection.
How does AI work in NEO Solo?
AI is available in credit packages, so you only pay for what you use. Several options are available, and you can monitor consumption directly in NEO. Currently, AI is available in medical consultations, where it generates structured summaries, prepares clinical coding, and drafts prescriptions — significantly reducing administrative work.
What integrations are supported?
NEO (Clinics, Hospitals, and OH plans) supports HL7/FHIR, XDS, and APIs for integration with RIS, LIS, PACS, financial and logistics ERPs, HR systems, and electronic billing connectors for insurers, ADSE, and health subsystems.
Does NEO support multi-organisation management?
Yes. NEO (Clinics, Hospitals, and OH plans) supports multi-organisation management with organisation-specific rules, advanced profiles and permissions, cost-centre separation, and scalability from outpatient clinics to central hospitals — with no disruptive migrations.
How can DoutorJá.pt benefit my organisation?
Your organisation gains new business through national schedule exposure, online bookings, and teleconsultations. The teleconsultation service supports both scheduled sessions (at a date and time of your choice) and on-demand consultations (24/7), where patients can speak with a doctor without a prior appointment. For both types, DoutorJá.pt handles patient billing, issues invoices automatically, and pays your fees within 48 hours.
Is it possible to migrate data from my current system?
Yes. Migration is planned and validated with our project team, with data mapping, testing, and quality checks to ensure clinical and administrative continuity.
What support models are available?
Three options: Hour Bank (responsive, flexible), Managed Services Light (proactive, with Client Care and KPIs), and Managed Services (end-to-end management with SLAs and roadmap). You can upgrade as your needs evolve.
