How the London Face and Skin Clinic streamlined patient management
Dr Richard Etok, owner of The London Face and Skin Clinic, had used booking software for over a decade but never found one that did everything. With Pabau, he brought booking, payments, consent forms, records, and marketing into a single all-in-one platform.
Coming from a background in dentistry, Richard was no stranger to online booking. He knew there was an easier way to manage bookings and cut the paperwork — but the software he used still required physical consent forms that had to be filed correctly so they didn’t go missing. It couldn’t go truly digital.
I’ve been using booking software for over a decade, since the concept was quite new, but all the software I’d tried was always lacking something. I wanted something which had everything in one.
Too basic, or too expensive
Other options had good booking functionality but couldn’t take payments or integrate marketing — a little too basic, and harder to use. The dental practice management systems he’d used before were extortionately expensive and simply weren’t cost-effective for single practitioners or small clinics.
All the other systems I used, they were good, but they just didn’t quite hit the spot. I almost felt I was handicapped with them.
How Pabau helps clinics go fully paperless
Replaces physical consent forms with a fully digital sign-up process
Automates booking with self-service links patients can use anytime
Reduces no-shows with automated appointment reminders
Combines payments, marketing, and rewards all in one place
The solution
Finding the industry’s best-kept secret
When Richard first tried Pabau, he recognised its simple, effective efficiency right away — attractively designed, easy to access, and straightforward to set up. Everything he needed was right there: consent forms, medical history, patient photos, and finance, all in one place and easy for his whole team to use.
I did some research, found sites ranking software, and identified Pabau as that all-in-one software, a company used by lots of industry bigwigs. It’s one of the industry’s best kept secrets.
Flexible for a practice or a solo practitioner
Pabau works whether Richard uses it across the whole practice or on his own — and payments flow straight into the system, so there’s no juggling separate tools.
We can use Pabau as a practice, or just use it individually — it’s flexible between the two, which is really useful. I can charge patients, take the payment, and boom, it goes straight in. Everything is in one place, which is beautiful, that’s what I like.
Streamlining and simplifying patient sign-up
Richard manages the entire booking process from Pabau and simply sends patients a direct link with a strong call to action — he even adds it to his Linktree. That self-service matters: most of his patients book at night, when the clinic is closed, so a process that relied on people phoning in would cost him bookings.
Now when patients get in touch with me, I can just send them a WhatsApp with a link to how to register via Pabau, with five simple instructions, and they can all get set up right away.
Patients don’t need to go to multiple places when booking, and neither do I when managing appointments or marketing to them. It’s all in one place, I can be lazy, which is great.
The results
Extra features he can’t live without
A streamlined booking service was just the start. Richard found the integrated newsletter tool let him drop Mailchimp, automated text reminders cut missed appointments, automated birthday cards added a personal touch, and the reward system automatically calculates each patient’s reward, letting them choose to redeem or accumulate.
I really, really like the extra features included with Pabau, like the finance functionality, the marketing tools and the reward system.
Support that makes him feel valued
From set-up tutorials to one-to-one advice, the support has stood out. When Richard needs help he hits the chat button and gets dedicated support within 24 hours — often with a suggestion he hadn’t considered. It’s a big reason he recommends Pabau to his training delegates.
We tell all our training delegates that there are other software systems out there, out of fairness, but we show them that we use Pabau ourselves, and strongly recommend they try it out. That one to one service was really important, I felt really valued.
Everything synced, everywhere
Richard calls the accessibility and integration "one of the best things ever." Everything is synchronised and to hand — on his phone, his iPad, his other iPad, and whenever he logs into his computer — exactly what he needs to run his clinic and his day in the most efficient way.
Overall, Pabau can cater to everything. I’ve not had any complaints at all, I’ve been super happy. The only downside is it doesn’t do the treatment for me!
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