Pabau Practice Management 

Pabau is an innovative and forward thinking EMR system/booking system who are changing the game for clinic with live input from users and constant evolution with customer and user experience at the forefront of design

Reliable software that powers medical and aesthetic businesses. The company places significant emphasis on customer service, with access to agents within seconds 24/7 and a trustworthy support team that resolves bugs promptly. Very fast, very functional and very enjoyable to use.

My experience with Pabau was extremely disappointing.

I signed up hoping to streamline my booking system, but from the outset I found the pricing lacked transparency. In addition to my agreed monthly subscription, I was repeatedly charged an extra £24 for credits, as well as an additional £1 monthly fee. When I queried the £1 charge, I was told it was due to an administrative error, which did little to inspire confidence.

The software itself was also unreliable. I regularly experienced issues with the system, which made it frustrating to use and undermined the whole purpose of investing in practice management software.

The biggest issue, however, was customer support. I reported a missing payment on 8th May, and despite chasing multiple times, I still have not received a resolution or even a meaningful response. Leaving a customer waiting months for an answer regarding a financial issue is completely unacceptable.

As a result, I cancelled my subscription and moved to another provider, which has been far more reliable and responsive.

Based on my experience, I cannot recommend Pabau. Greater transparency around pricing, a more reliable platform, and a significantly higher standard of customer support are all needed.

A Complete Ultra Sound Clinic

Worst crm ive ever worked with!the system deletes appointments, duplicates patient info, sends out incorrect appointment reminders, double books machines and rooms. The integration team ignore corrospondance and fail to fix issues that are pressing. The sales team sell you a dream of all these amazing functions which just do not work.Save yourself the headache and do not switch to pabau 2!

When it works its good...when it doesn't (which is quite frequently) it's poor and affects us massivley as a small business.They aren't being transparent about the amount of issues this system has. SORT IT OUT PLEASE!!!!I just need it to work!

This system is breaking every other day.
I can't even start to express the disappointment.
Doesn't worth your time or money. You'll end up spending too much of both just to find workarounds.
Avoid.

The pabau team were Very helpful throughout the process of setting up my account and migrating data. Highly recommend

We've found Pabau to be a very efficient booking system with a smooth setup process overall. During the initial setup, it can be a little confusing when configuring multiple appointment types across different departments, but once everything is set up correctly, the system offers an excellent range of features and functionality.

Some features do require additional integrations at an extra cost, which is worth considering when budgeting. However, the support team have been excellent throughout the process—friendly, knowledgeable, and always on hand to help resolve any issues or answer questions promptly.

We moved over to pabau for a better patient experience, increasing our lead nurturing and online booking expierence.

Still in the process of setting up but everyone has been super helpful and made it really easy

Super helpful team who assisted with the set up of my account step by step.
Extremely responsive to any queries.
Would definitely recommend.

I started with Pabau in March of this year and initially felt like I had hit the jackpot. I am a completely solo provider (no office staff, assistants, etc.). I offer male and female HRT, aesthetics, weight loss, vitamins, and peptides, and I needed an EHR that worked well with each of those services.

I was VERY thorough during my demo and asked questions related to everything Pabau offered because I had some features that were must-haves. They offered everything I needed and more. The "white-glove" service they boasted about (data transfer, building out my products and services, creating my intake, treatment, and consent forms) seemed too good to be true after using US based companies that require countless hours of your time to build your own platform to you liking. And it WAS too good to be true. I did it all myself.

Ok, fine. I'm pretty savvy with this type of thing, so I put in the hours to get this done. I created multiple intakes because the questions I need answered for aesthetics are very different than the questions I need answered for female hormones. When I couldn't figure out how to attach each intake to specific services, I was told that only one intake could be the default for all appointments, so a "smart intake" would have to be created with rules. I was told they would create this for me and in that meantime, I could manually send out patient forms.

After 6 weeks, I still did not have a completed intake form from them. So, I spent hours figuring out how the rules worked and created a form that asked questions based on the the service(s) they selected they were interested in. Perfect.

After about a week, I went to review a patient's intake and found that the rules had stopped working. I received the patient's basic demographics, but no questions were shown beyond what services they were interested in. When I reached out, I was told the problem would be sent to the team to work on. In the meantime, I went back to manually sending out patient forms.

After a month without answers, I recreated the entire form with rules (again, hours of work). It worked for about 2 weeks when suddenly, the rules stopped working again. I don't know if these issues are related to the frequent updates or not, but beyond frustrating.

Keep in mind that I have not been able to open my online booking portal due to this issue (among other issues like deposit/no-show fee issues).

If these were the only problems, I would still be fuming, but that's not it. Since March they have not figured out why I am not able to connect to DoseSpot for e-prescribing, why I cannot connect my labs, or why my faxes do not work. Because these were some of my "must-haves" and I get no updates from them except for, "they're working on it," I've ended up paying thousands of dollars to someone who is working to integrate these things into Pabau for me. The problem is, I don't know that I can continue with this company. I cannot continue to rebuild forms and manually do all of the work that Pabau is supposed to do for me. I am one person, and I am exhausted.

I am still paying for my previous EHR because I am terrified to let it go because Pabau is so unreliable and getting to talk to a real person is painfully difficult. My previous software was cheap and clunky, but I at least knew what to expect with it.

If you've stayed long enough to read through this whole review, heed my advice and save yourself the headache. The features they offer may truly be everything you're looking for, but what good is that if the features do not work?

Lucas, Noah, and Thiago are terrible. But all's well that ends well, working with them made us see what kind of people are employed by the business and how it's run. We could never trust our clients sensitive and payment information to a business like this. Thankfully, we got a chance to experience their brand of customer service before committing. It would be incredibly irresponsible to have our clients rely on a business run like this for anything especially with it being overseas in Australia. Everything about working with them was sketchy and bizarre. We were already concerned about Pabau's outdated client interface and the interactions with those three led us to give Tebra a real trial and it's leagues better. If you're looking to switch try Tebra or Jane.

Pabau. amazing CRM system for us... I was having some trouble and they were so good, I can litterly screen share and they can talk me through to problems or issues making the user ecperince so easy

Really impressed with the onboarding so far. The Pabau team have been friendly, professional and genuinely supportive throughout. Each session has been thorough, informative and easy to follow, making the whole setup process feel smooth and structured. Great experience so far. The system offers everything I need and is very intuitive.

We have been extremely well supported by Pabau and continue to be, in setting up our system to be ready for clients. No question is too small or too big! They seem to thrive on finding solutions to support their customers. Thank you Pabau!

Lovely team very helpful and supportive.

If you are looking for good clinic software but appalling customer service, this is the EPR company for you. The software (discounting the many daily glitches) is excellent from a user perspective, however access to a person to speak to when there are problems are proving recurrently nigh impossible. Our current issue is that patients are complaining they are unable to leave 5 star reviews; I have had to disable this function until it has been rectified - no acknowledgement, help available or explanation from PB; over £100 has been taken from my bank account in recent months and I have no idea why. The worse offence - they froze access to my account after they updated their system, insisting on taking bank account details so they could automatically take payments (over and above my thousands of pounds annual subscription) - without explaining what these payments might be for. Even though I submitted these details, they failed to unfreeze my account for days which meant that I had no access to my patients notes. Many of my patients have cancer. This is highly unethical and probably illegal. Chasing this company via their platform is taking up time my staff could be doing important work and is costing me money. I am writing this review because every other avenue of getting help from them has failed.