Pabau Reviews

“top choice for med spas”

Pros

After recently buying this for my med spa, I can honestly say it is one of the best systems I have come across. The platform is easy to use and the customer service was excellent throughout the entire setup process. Since I am based in the United States, I also really appreciated how well they adapted the system to fit U.S. medical workflows and requirements. I would absolutely recommend it. The pricing feels fair and it includes a lot of features that other companies usually charge extra for. Having worked with many EMR programs in different healthcare settings, this one is definitely near the top of my list. Excellent work, it!

Cons

At the beginning, the only problem I ran into was that a few forms needed to be adjusted so the date of birth and year appeared in the format we use in the U.S. rather than the UK format. Once I pointed it out, the issue was resolved quickly in the system.

“fantastic diary and client communication”

Pros

it really stands out for how efficient its diary management and communication tools are. It keeps client engagement quick and responsive whenever needed. On top of that, features like finance, data collection, prescription generation, documentation and diary management are excellent and clearly far ahead of other software I've used.

Cons

There isn't anything I dislike about this software.

“responsive team and better workflow”

Pros

One thing I really appreciate is how open the company is to new ideas that can improve the way we work day to day, week to week, month to month and even over the course of the year. Since they actually put staff suggestions into practice, including some of my own, our everyday workflow has become much more productive.

Cons

There are still a couple of updates I'd like to see, such as being able to delete photos from the iOS app and add simple notes. That said, it does a wonderful job of listening to feedback and is genuinely willing to take suggestions on board.

“constant issues and poor support”

Pros

It's easy to use when everything is working properly but unfortunately it keeps running into problems far too often.

Cons

Software keeps malfunctioning and when issues come up, the customer service team and management don't really deal with them. Instead, they make excuses and shift the blame onto the user.

“not suited for us clinics”

Pros

It does feel fairly simple and offers a decent amount of customization but beyond that, there really isn't much else I can praise.

Cons

From the beginning, I had concerns about signing up for it because the company is based in the UK while my business is in the US. I was told there would be US support and that all the features would work properly here but that was not the case at all. If you're outside the UK, this software is honestly a poor choice. The text messaging feature never worked the way it was supposed to, even though I kept being told that it was fine. I had to keep checking it myself every few weeks and report back that it still wasn't functioning. The system also ran on UK time which threw off appointment times, staff schedules and plenty of other day-to-day operations. The online booking portal was unreliable and went down often. Clients would make appointments and arrive, only for there to be no appointment recorded in the system. Taking deposits through online booking created a huge mess on the accounting side. Some customer deposits didn't appear correctly some disappeared altogether and that caused serious problems when dealing with people's money which is completely unacceptable. On top of that, customer support was only available during UK business hours so if something broke in the middle of a workday in the US, I was stuck waiting 12 to 18 hours for a response. And these were only the biggest problems. There were plenty of other issues that disrupted our daily operations too. I would strongly advise any spa in the US not to use this software.

“Amazing photo records and layout”

Pros

Photo documentation is really useful, the overall layout makes sense and the training was helpful too.

Cons

A frustrating part is that people can cancel their appointments at the last minute and there is no way for me to stop or block that. It is also disappointing that I cannot integrate my personal calendar with the system.

“telemedicine that works well”

Pros

Telemedicine features, the patient-facing side and the website integration all work really well together.

Cons

Getting everything set up can be a bit challenging if you do not have onboarding support.

“patient journey works beautifully”

Pros

Patient journey section has been excellent. It's easy to use and really practical in day-to-day work.

Cons

Only downside is that it doesn't work on Android and can only be used on iOS.

“Excellent webinars and quick transition”

Pros

After years of working with a well-known dental software, I was pretty unsure about switching to something new. The transition has actually been fairly simple to get used to. I'm still learning the system but the webinars have been really helpful along the way.

Cons

Webinars are really useful but I'd love to have the option to pause them and fast-forward or rewind the videos.

“records and calendar work beautifully”

Pros

Managing records works really well and the photo ordering and calendar features have been especially useful.

Cons

One thing that's missing is a way to create before-and-after photo comparisons.

“multi-clinic scheduling done right”

Pros

One of the main reasons I chose it was its scheduling for multi-clinic operations and that feature has been excellent. It was something I absolutely needed and it has been working flawlessly. On top of that, the training has been outstanding and customer support has been spectacular in helping us get started with the software.

Cons

At this point, there is not really anything significant to complain about. If I were to change something, I would make the CRM section a little more comprehensive. That said since it is customizable, it is not really an issue at all.

“too many unresolved bugs”

Pros

Navigation is easy and the system does a good job of storing medical notes and photos.

Cons

There are a lot of bugs in the system and they still have not been fixed even after repeated attempts. Even simple reports fail to show the data they are supposed to and the staff cannot explain why.

“customizable and simple to use”

Pros

Getting started with it was easy and it didn't take long to understand how everything works. Most of the features are also customizable which makes it really flexible.

Cons

One thing that trips me up is having to remember to refresh the iPad after entering records on the desktop.

“helpful training follow-ups”

Pros

Their support team has been amazing and the follow-up emails with training recordings are incredibly valuable because I can go back and rewatch everything whenever I need to.

Cons

It does feel a little pricey when you're just getting started.

“good scheduling and records”

Pros

Schedule management and patient records work well and have been reliable to use.

Cons

The reporting could be better especially when it comes to accuracy and precision.

“helpful support and intuitive design”

Pros

From the start, the customer service and training have been excellent and the software feels very simple to use.

Cons

Since I'm not an Apple fan, it would be really helpful if there were an Android app as well.

“fantastic support and service variety”

Pros

There are plenty of options, a wide range of services and the online support is truly incredible.

Cons

It can feel quite complex at times but the excellent online support is there to help.

“strong features and integrations”

Pros

Getting around the platform is fairly easy especially if you already have some background in coding, CRM systems, or practice management, even though it can take a bit of time at first. The biggest advantage for me is the range of functionality it offers and the large number of integrations available.

Cons

Quite a few parts of the system feel hard-coded which makes it frustrating when you want to customize things to suit your own workflow. There are also features that don't actually work properly, I reported one of them and it is supposedly being looked into but there is still no timeline for a fix. The software also feels a little outdated overall. I do appreciate the paperless approach but it seems to overlook the fact that some practices still need to rely on paper at times and having the option to export to PDF in a more polished and visually appealing format would really help.

“worth every penny!!”

Pros

Paying for the integration turned out to be absolutely worth it. Getting started was really easy and the training I received at the beginning was excellent. The system is incredibly smart and capable of handling a lot so I genuinely feel I get good value for what I pay. As a sole trader, it has saved me a huge amount of time by automating so many parts of my business.

Cons

A big reason I signed up was to be able to manage treatment packages. I can create them and assign appointments from those packages myself but my patients still cannot book those appointments on their own. I've been told it's because I take payment upfront but that still doesn't make sense to me. If someone has already paid in full, I don't understand why they can't book appointments from the package they've already purchased. I still haven't had anyone give me a proper answer to that and I'd really like this to be resolved. I'd also like the option to set up my diary with fixed appointment times instead of having to work around it by creating off-blocks every hour, because that adds a lot of unnecessary work.

“user-friendly scheduling tools”

Pros

Managing staff schedules is easy. Booking, rebooking and rescheduling appointments feels very user-friendly and the option to color-code different services makes it simple to understand the day at a glance. It's also available on iPad which makes things more convenient for clients to use. EMR notes, photos, documents and similar records can all be stored in the client card.

Cons

It doesn't offer 2-way texting, there are no automated confirmations and add-on services can't be booked automatically.