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choose better software
About PatientNow
patientNOW is designed to make you more money with software that runs your Medical Spa and keeps your patients coming back for life
The company has been very responsive to problems and continual updates have been great.
Making changes in the system is very difficult.
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Patient Now Review
Comments: Everyone is friendly and responsive and ready to help. I would like to see quicker updates.
Pros:
The PatientNow program is an excellent practice management system for a cosmetic practice. There are a few flaws, but I have found the developers and help desk to be really open to feedback. My only wish… quicker solutions. The program is solid from a marketing prospective, it features a drip marketing component that is correspondent to the patient’s procedure of interest or in the patient’s pathway of their treatment(s) they have selected. This is excellent in terms of focused marketing efforts, and segment marketing. Being able to segment market to those patients interested in a particular service/procedure that they have expressed interest in means higher open rates on emails, more visibility and better patient engagement because you are able to address patient’s concerns specific to their interest. The program is 95% user friendly and intuitive. It is easy for everyone from the front desk to medical personnel to use. For the most part the program is able to arm administrators and physicians with what they need to have schedules, reports and other business items accurate with a few very minor details I will mention in the “the least liked about the software section”. Speaking to the marketing end, it is amazing to custom emails for each procedure and each step of the process for a procedure as it relates and corresponds with an appointment. Meaning it is great to email patients about their upcoming procedure or appointment automatically.
Cons:
As stated in “pros” section of the survey the marketing component “treatment pathways” is dynamic way to communicate with patients without having to remember to follow up or to create emails. Emails can essentially be launched daily to hundreds of different patients for the treatments they are interested in. This again is great! The issue is the program is not HTLM friendly so sending professional branded materials is not an option. You are really forced to piece together emails that looked pieced together or you can type generic emails – not good for a luxury practice or product. Reports are okay, it does take some maneuvering and comparing to have things balanced in terms of commissions, end of day, AR etc. More custom reporting should be available and the response to custom request varies based on their other prioritized projects. Reports are mathematical and should always balance regardless… 1 + 1 is always 2. Scheduling is easy, but I believe could be easier. Viewing a patient’s schedule history should be the easiest function of the system, it is not. It is not hard, but it is not efficient for the people who have the hardest job in a practice which is the front desk. Inventory is trash in equals trash out - meaning there is too much opportunity for mistakes. This can be an area of too many opportunities for potential loss… the program should have a better on order, received control mechanism. We are still waiting on the cloud version, like an APP
Alternatives Considered:
Overall Really Great!
Comments: Envision has been excellent to work with and the customer service is superb. As a start-up company it was pretty simple to get everything set up and going.
Pros:
It has bundled most everything needed into one package and is pretty user-friendly.
Cons:
The charting aspect still isn't perfect but much better. Also the client images would be nice if you could take the picture in the software that had a grid to help keep pictures consistent.
Best customer service
Pros:
My hats go off to their customer service. Every time I have an issues with the software, there is a direct chat option (M-F) and they answer within a minute or so and it seems that everyone is well trained in knowing the software well and guiding me. Thank you
Cons:
Probably the upper management. During the shift from Envision to PatientNow, it took months for them to address issues with billing and I kept asking and it is still somewhat a lingering issue.
Horrible Horrible Horrible
Comments: It was miserable...If we fail I will put much of the blame on the people who took advantage of us and mislead us in every possible way...shame on all of you.
Pros:
I love our website...they did a fantastic job with it
Cons:
I was assured a bump in new patients...I had months with no calls and no new clients...the onboarding should have been done in person. It was so much in such a short time. I do not do surgery and this EMR was so much more than needed and was not able to be web based which all of my employees needed. The EMR was cumbersome and redundant on so many levels. I was not given all the pieces of what I was paying for without asking several times and then nothing was reimbursed for the many months it was not in effect. My handler finally told me that I needed to also hire a marketing company because they do not do that...and that if I didn't ask to get out of my auto renew 2 months before it renewed I would be stuck for another year. We wasted over $30,000 on a company that promised so much and now we are trying to build our practice on limited funds. I could go on but I feel you get the gist.
PatientNow Response
2 months ago
Thank you for your feedback. We are happy that you love your website! We understand your concerns about the platform not being web-based. We are excited to let you know that PatientNow now offers a fully web-based platform, which is designed to improve ease of use and accessibility for your team. A senior team member will contact you to address your concerns about your onboarding experience and to provide more information about our web-based solution, which may be a better fit for your business.
Alternatives Considered:
Patient now review
Comments: excellent, everyone is always so helpful when I call for help.
Pros:
The number of things it can be used for and its customizable.
Cons:
It isnt intagrated with our office phone number.
Streamlined Processes with PatientNow's All-in-One Platform
Comments: I appreciate that PatientNow offers a wide range of functionalities all in one platform. The seamless data transfer between their different programs significantly streamlines our processes, reducing the need for manual work.
Pros:
The integration of an EHR with, photo management, electronic consent, and marketing software.
Cons:
It lacks the capability to split screen.
PatientNow is the way to go.
Comments: Overall, our practice is really happy with PatientNow. The support team is like no other.
Pros:
The tech/customer service support is always so professional and helpful.
Cons:
At times there is a wait with issues on Payrix. The customer service reps have to reach out to the Payrix department and sometimes results in a delay.
PatientNow User!!
Pros:
I love being able to toggle through scheduling patients, looking at medical records, notes, photos and more all in one program!
Cons:
Does have unexpected errors more often than we would like!
PN review
Comments: Overall the product is good, but I would not recommend it for a spa that is small in size.
Pros:
Detailed I love how much information fits into this. And I love how detailed some of the functionality regarding packages is.
Cons:
Too detailed.. no way to customize fast. Everything depends on everything, so if you want to change one thing you have to go into 10 different places in order to change it. Well it's exaggeration of 10 places but it is really difficult to implement one change.
Unhappy customer
Comments: Most of the people were nice to many zoom meetings
Pros:
I didn't like all the process needed to complete tasks
Cons:
Setup, to big for what we needed, was promised things that didn't happen to pricey
Alternatives Considered:
Using, but could be better
Comments: It has been rocky. Every step of the way has been a struggle.
Pros:
That it is an all in one hub for our practice.
Cons:
The help to make the practice run smoothly is lacking. They leave it up to the practice to do it all. There should be a dedicated person that works with the manager to push the practice into using all the features and help them set it all up.
Very Disappointed- Oversold packages which do not work and they will not reverse the contract for these. e
Pros:
At the moment, very disappointed. Would not recommend.
Cons:
We were sold packages that do not work with our large clinic and were basically overcharged and over sold. Very disappointed.
PatientNow Response
2 months ago
We’re sorry to hear that the packages didn’t meet the needs of your clinic. We aim to provide solutions that align with each client's requirements, and we’d like to better understand your situation. A senior team member will reach out to discuss how we can address your concerns and work toward a resolution. Thank you for taking the time to share your experience.
Alternatives Considered:
The First 100....
Comments:
The experience is nothing short of a 5 stars because of [SENSITIVE CONTENT HIDDEN]
. He is open, pleasant, and interested in improvement.
Pros:
As one of the first 100 uses of this product, what I like the most is their willingness to listen to the users needs, challenges, and questions. How often does [SENSITIVE CONTENT HIDDEN] of the company travel to your office to see it in use?
Cons:
Over the years the weaknesses of any program should improve and PatientNOW has done just that. As nothing is perfect, their could be some work with marrying Quickbooks; time clock integration to Quickbooks; prescription platform.
Best software out there!
Comments: Our overall experience with PatientNow has been great. One of the areas I failed mention was their customer support.
Pros:
One stop shop for all your software needs. From scheduling, patient management, to all your communication needs and also has excellent analytic reports
Cons:
Texting features, currently not compatible on apple products
Review 8/23
Pros:
Texting capability and amount of providers.
Cons:
VERY SLOW. Reports are not where they need to be either.
Alternatives Considered:
Patient Now Review
Comments: THe software is OK. Its not very user friendly. I find that staffing adequate at PATient Now adequate but not outstanding. I find it annoying that at least 3 times a year our calls are returned after our hours and often times 2 days after the call is made.
Pros:
Computer based, multiple machines can run. I like the Electronic Prescription Module. I like the scheduler. I like the ease of document template use and writing encounter notes. I dont like its integration with MIRROR software as it is too slow.
Cons:
Dont like the report generator. It is unable to save the "steps" to generate a particular report so that everytime a report of a particular type that needs to be run, we must go through all the steps to run it. It is cumbersome and not time efficient. I purchased a Microsoft tablet to use with this software and it is quite cumbersome and dont use it. IT is too slow. I have all the latest and greatest wifi but still too slow. I think the integration of WORD DOCUMENTS with this software needs to be upgraded. One can input a .RTF file to the template manager but it would be easier if the software recognized microsoft word documents. It does seem to hande pdfs a bit but not jpegs. I would like to have easier input of jpegs. I have inputted several jpegs for use in the clinical information section with injectables but the software is not very robust. There needs to be changes in the Injectables ares. The drop downs for specific injectables do not pertain to that particular injectable. I dont remember off the bat which injectables there were not appropriate dosage or amount injected.
Do not recommend
Comments: horrible, would not recommend them to anyone, the customer support is awful, and they do not care that you are trying to run a business and need the funds from the services you have provided to function and run
Pros:
None, would not recommend this company to anyone
Cons:
everything, their support is awful. I switched my bank accounts to which my transactions would be deposited into on July 1, 2024. I received my deposits into the new account with no issues until July 16th, when they put my account on "hold" to "further verify the account". I sent in an entire months' worth of bank statements for the account, they said this was not sufficient since it did not have the routing # on it, I then provided a voided check, this too was not sufficient to them since they said the business name on the check (the company LLC) did not match the patient on my patient now account (which is my DBA) we are not 10 days into this mess with me not receiving a single deposit from them and multiple calls, unanswered emails has not gotten us anywhere
Alternatives Considered:
Patient Now Good & Bad
Comments: Overall it's fair. We finally have a trainer who is fantastic. She has helped us tremendously. The guys in support, for the most part, are very helpful but getting through to them sometimes is difficult.
Pros:
I think the recent upgrade to include memberships and referral programs was a good one. It has made managing our membership program so much easier! I know can quickly look to see which patients' plans are expiring and quickly send them an email to renew. I can also add in the promotions and discounts so there is no more manual calculations done at the front desk.
Cons:
The financial reporting still needs to be buffed up. In order to get the data I need, I have to run a report, download it to Excel, format it so that I can create pivot tables and then run the pivot tables. It's a lot of work. The schedule also needs to be improved. They have said for years that it's "on their list" but I've been hearing that since 2013.
good system but still needs some improvement
Pros:
EMR works pretty well when the provider is in the office.
Cons:
1. The report functionality still needs a lot improvement. A lot very essential reports are missing or not working well if you are trying to use PN reports to run data analysis to grow your practice, control your inventory, reconcile commissions or system audit. The support team will input the enhancement request for you if they see the importance of the modification needed but no guarantee when the request will be fulfilled. If you can't wait, I believe PN can make customize report for you for a fee. This is something that I was not informed at the time of software purchase. 2. PN doesn't have a mobile platform to support cell phones. If the provider gets a call from answering service after hours, he has to find a computer or tablet to log into the system to document the call. 3. Information doesn't flow from one module to another. For example, when a patient comes in for Botox, MA logs the type of injectible, units, lot #, provider ect. PN won't push such info into invoice. When the patient is ready to be checked out, the front desk lady has to manually enter the same information again. This creates inefficiency and chance for error intentionally or unintentionally.
The Two Sides To Using PatientNow
Pros:
I like how everything is in one system. It's easy to check people in and out, schedule, and process payments. With this system, we can now allow for prepurchasing singular items, as it allows us to keep better track of how many sessions are left in someone's package.
Cons:
Texts never work. I stated it earlier in the review, but I get them approved, it says in every patient profile that the texts went through when they didn't, and then support tries to tell me I'm wrong or say I'm doing something wrong when I haven't done anything different than they've told me. You also can't use the mass email function if you're using Gmail due to not being able to send more than 500 emails in 24 hours. Not every report matches with each other, and the treatment pathways don't always work. And most annoyingly, support doesn't know what the heck they're doing 90% of the time. I know how to solve more problems on PatientNow than support does, and when I go to them with a big issue, no one know what to do so they say they'll call back with a solution and never do.
Product Review
Comments: PatientNow offers EVERYTHING you need for a practice. It provides everything from scheduling appointments, texting/emailing to communicate with patients, and extensive patient charts to running reports for tracking your practices growth and keeping your inventory, products, and services organized. It is a great program with just a few minor inconveniences. I feel like there is not program that will not have those though. The great part is PatientNow has great customer service to help you maneuver through those minor set-backs.
Pros:
The customer service department availability and knowledge is awesome! If the person that I come in contact with first does not have a solution, they make sure they find the right person for finding the solution.
Cons:
There are some simple functionalities that I wish were different. For instance, printing multiple copies of requisitions, quotes, invoices, etc. There is no option to print multiple copies at one time. It is little stuff like that, that may not take a long time, but through out the day gets frustrating. I also do not like that there is ONE type of scanner that is compatible with their program. It is a very expensive scanner and I wish there were more options.
Keep looking
Comments: If the software works as promised, and they provide any kind of customer support then I would recommend it. But my experience over the last three to four months has been so poor that even though it will cost me a lot of time I'm going to start looking for another company to work with. It's over a week for a return call and sometimes not at all, even for technical support issues. I have asked for a refunds and discounts on services because of the poor turnaround time, and never hear back anything. Do not recommend
Pros:
I like the charting features, and the patient follow up is what I originally signed up for.
Cons:
Firstly it has become extremely slow and difficult to use. It used to be quite fast, but now charting takes an inordinate amount of time. I have reached out to the company four times at this point and struggle to even get a call back.
Alternatives Considered:
Repta Plastic Surgery Feedback
Pros:
-Easily customizable -Treatment Pathways -Keeps all your tools in one place (billing, marketing, feedback, etc.)
Cons:
-Inconsistent customer support -Would like to see an option for manual writing on an encounter note (like with an apple pen)
Alternatives Considered:
Patient now
Comments: It's a good working system overall
Pros:
the billing portion with integrated payments is outstanding.
Cons:
Too many steps for simple transactions. Not a big variety on reports to run.
Online Booking and Other Functions that don't work like they should
Comments: The text reminders are really great. Also the pathways are good. They are a little complex but seem to work to get patients back in the door. I think once a quarter a trainer should go through them with their accounts as when things change etc. things can get messed up. Or they add new services and a pathway never gets created or gets created poorly.
Pros:
Scheduling on this software is very easy. Creating invoices is also simple.
Cons:
The online booking. There is no way for the patient to reschedule so they end up just booking multiple spots. Also, I wish there was a way to guarantee the booking with a credit card as so many people make appointments and don't show. Also, I wish when you selected a provider, the drop down for services only put what that provider is able to do. Many people are searching providers for the wrong services. Also, a schedule marking for patients that have done paperwork online. And it should prompt them to do this when booking.