Manny Carmona saves hours every day with Symplast’s EHR and Practice Management solution for plastic surgeons, cosmetic surgery and med spas.
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“I’d never heard of Symplast before, but I was at a bootcamp in AmSpa in Atlanta and Symplast had a presentation, and they were showcasing their software. At the time I was in the market for a new EMR software. I had one prior. It wasn’t very robust, and when the presentation came out in Symplast, it was everything that I needed. I needed a software that I could run transactions through. I could check their medical history, I can check their photos, I can check their appointments all in one system. And that’s what Symplast showed. And I was like, this is exactly what I need.”
– Manny Carmona
Luxe Med Spa Aesthetics
How did you come to learn about Symplast?
I’d never heard of Symplast before, but I was at a bootcamp in AmSpa in Atlanta and Symplast had a presentation, and they were showcasing their software. At the time I was in the market for a new EMR software. I had one prior. It wasn’t very robust, and when the presentation came out in Symplast, it was everything that I needed. I needed a software that I could run transactions through. I could check their medical history, I can check their photos, I can check their appointments all in one system. And that’s what Symplast showed. And I was like, this is exactly what I need. So I made the jump that day actually at the event and spoke to Randy and got onboard with Symplast.
What was your experience dealing with the Symplast sales team?
Randy was great. Very knowledgeable. He seemed very genuine, because I ask some pretty direct questions and he answered them. And not only answered them, he showed me how Symplast can do the questions that I asked. The biggest one was the I mean, I’m sure with everyone is, you know, merging from an old software to a new one. And it was very seamless. You know, they they asked everything for they needed from me, I gave it to them and they uploaded everything. So that was really the biggest thing. And Randy answered the questions spot on when I asked him for it.
What was the deciding factor for why you chose Symplast?
I knew going to this convention I was going to be looking for an EMR software that was more robust and the big things I needed, I wanted to be able to run cash outs through it, right. That track that. I wanted to be able to see their appointments as well. And I wanted to be able to see other even the medical history notes in one software and Symplast did all three of those on the presentation, so I said okay, this is a sign. I’m going to sign up. So, I didn’t really play with it at all too much. I just really everything I needed was there. So then I signed up and then once the onboarding came on, I started playing with it. It was a transition just because the EMR software we had before wasn’t very robust and didn’t do a lot. So to go to one that was did so much was a big learning curve. But the videos that they that you guys have for the training was really helpful. And then my agent, Christine, was always quick to respond and answer my questions. So, you know, it kind of made it hard for me not to learn everything because everything was there and the team and the customer service was really quick to respond.
How has Symplast made your day-to-day more efficient?
So before Symplast, I’m sure other MedSpas can probably agree. I had three different ways to check things. So if someone had a cash out, at the time we were using Clover, and so then I had to check there and then if i have to check a note I had to go to the EMR to check a note and then if I had to check a picture I had another app to check a picture, so I constantly had to cross-reference things all the time. So now with it all being there, I literally go to the patient’s file and I can see everything. I can see the financials, I can see the notes, I can see the before and after pictures. I can see if they have an upcoming appointment. I can also see if they filled out all the consent. It’s all there. So it makes it really, really seamless and just less time wasted having to check this, this, this and that all the time.
What have your patients said about the Symplast patient app?
So the big thing that I was not looking for that Symplast does offer is the SMS messaging. The HIPPA compliant encrypted messaging. Something that I was not looking for, but it did offer. And prior to Symplast we have an after-hours number which we give to all our patients and they could use to call and text and all that thing and it’s just a hassle. Cause I’ll be very frank. It was my personal number, you know, it is my business. I want to make sure everything is everything is great. So I always had to cross-reference with the providers of what’s going on. But now with the SMS messages thing, the clients love it because they answer. They ask a question and then the picture comes up with the provider so that know it’s them and they talk back and forth and they really feel they’re getting a one-on-one relationship with that provider and not just getting, before me, on the phone and then saying, you know, we’ll call you back once I talk to the provider. So they really feel like they’re getting the best service they can because they know they’re only talking to the provider. So they really do like that. Another big thing is they can see their appointments. A lot of patients call all the time to verify their appointment. Even though we do do courtesy call two days before and all that. But you know, if you leave a voicemail no one checks their voicemail, but they know that on the app it has all their upcoming appointments. So it’s really nice. So we’ve had a nice drop in people not showing up or forgetting because it’s all in the app, so they all like it.
What Symplast feature has helped you improve your revenue stream?
The biggest thing that I’ve seen increase revenue is because I’m able to now check appointments on their right, so I’m able to also pre-book on there on the same time. So because we’re able to check the calendar and now, okay, let’s pre-book you for your next appointment on the same software. I now, currently right now, we’re booked about two months we’re a month and a half now booked out because now we’re pre-booking out before we weren’t really doing that. We didn’t really have the scheduling software wasn’t readily available on the iPads like they are now with Symplast. Before it was just on the computer upfront, you know. So just being able to pre-book in the room after the treatment has been really great for our revenue because now we can get booked out. You know, I can forecast, I can now forecast what’s coming in the door in the coming months.
What would you tell other MedSpas thinking about making the change to Symplast?
So I have to just go back to what my needs were. And I mean, I know of other MedSpas that have different things that they complain about having to cross-reference different software’s. And for me now, having Symplast and being in the MedSpa space and not plastic, being able to just literally look up a patient file and then you can check financials, you can check all their EHR notes, which what Symplast calls their medical history. You can check all their upcoming appointments. You can check if they bought packages. You could check if there’s an activity notes section to see what the front desk talked to them about, what the medical assistant talked to them about so that now when they come back for the next appointment: “Oh, we talked about this last time with one of our assistants. You know, you want to move forward with that with that skin care product or with that procedure.?” So just being able to track those little things in the MedSpa space because it really is an intimate situation, it’s not really like a doctor’s office, like checking things off on the list. We’re really trying to create a treatment plan and a relationship. It’s really nice to have those little notes so we can make it for the next appointment. Talk about it. Also, you know, when you remember those little things, which there’s so much they can talk about in the treatment room. They really feel like, oh, you do remember that, you guys really do care about me. And we’ve I’ve heard clients say that. “Oh, you remember we talked about that?” Yeah, I remember because we have an activity notes. You know, I make my staff make sure that when you guys talk to them about anything outside of the room, make an activity note about it so we know what was talked about that we can bring it up in the future. So just from being able to know that that person walks in and everyone talks to them and everyone remembers what they talked about perfect relationship in the MedSpa space. So for my purpose it’s phenomenal.
What has been your experience with Symplast customer support?
Customer service with Symplast and my previous EHR is great because the response time is really good and not even that, I’m currently having a, I don’t want to say an issue, but something where we’re trying to figure out how to process or keep cards on file without making any kind of payment. And when I reached out to Symplast there was, I think his name was Brian, he emailed me back, but then we called and we talked for, I don’t even know, maybe 45 minutes to figure that out. Just like, you know, they want to help make it better for the MedSpa space from what I can see right now and the willingness to take the time to call and email back and forth is great. I really love that customer service aspect because before I had to send an email, I had to wait a day or two to get something back. And unfortunately, there’s instances in this space where I need someone to call me like that has good customer service, that understands that the MedSpa space, we need answers immediately and not later, they have that buttoned up really nice.