How to Choose a Practice Management System (PMS)

In this guest post, Anna Bunch, founder of Psych VA, shares her perspective on one of the biggest operational decisions a clinic owner can make: choosing the right practice management system. Working behind the scenes with therapists and healthcare teams across the UK, Anna sees first-hand how the right systems reduce admin pressure, protect clinics as they grow, and improve the experience for both clients and clinicians.

Selecting the right practice management system is one of the most important decisions you can make as a clinic owner. Whether you are a physiotherapist, psychologist, podiatrist, osteopath, speech and language therapist or running a multi-disciplinary practice, the right PMS shapes how clients experience your business and how efficiently your team delivers care.

Many clinics start with spreadsheets and inbox folders. It works at first, but as your caseload grows so do the risks. Missed appointments. Lost invoices. Increased admin time. The right PMS is not a luxury. It protects your practice, safeguards client data, and allows you to focus on clinical work rather than admin firefighting.

Below are practical points to consider when choosing a PMS that works for the way you operate.

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1. Start by looking at how your clinic works today

Before comparing software features, map out your real-world processes. Note how clients currently come in, how they are booked, how records are stored, how invoices are created and how reports or treatment notes move between clinicians.

You should be asking:

- What parts of our admin time do we lose each week

- Where do mistakes happen

- How do we want clients to experience the journey from enquiry to discharge

A PMS should support the clinic you are running, not force you into a poor workflow. The clearer the view of your current processes, the easier it is to judge which systems will actually solve your problems.

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2. Make sure the PMS can grow with you

Growth looks different depending on the discipline. A single physiotherapist adding a rehab assistant has different needs to a speech and language clinic onboarding five associates. Your PMS should support both.

Look for:

- Ability to add multiple clinicians without a messy workaround

- Clear roles and permission levels

- Shared access to notes where needed

- Scheduling that makes sense for different session lengths and appointment types

- Easy client migration

If you plan to expand, pick software that is ready for that journey. Moving systems once you have years of data is expensive and stressful. 

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3. Client experience matters

The way your practice feels to a client should be simple, friendly, and consistent. A good PMS supports that.

Consider:

- Online booking that is easy to understand

- Client-friendly onboarding system

- Automatic confirmations and reminders

- Inbuilt video conferencing

- Secure access to documents or treatment plans

Clients don’t care about your internal admin. They notice when they have to chase you for details, when they get duplicate reminders, or when they wait a week for an invoice. The PMS should reduce confusion, not create it.

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4. Choose tools built for healthcare, not general business

You need more than the ability to send invoices or record meetings. Healthcare has clinical, legal and ethical considerations that most standard CRMs simply don’t cover.

Look for:

- Clinical note-taking that matches your discipline

- Secure storage compliant with UK GDPR and ICO expectations

- Audit trails

- Safe communication with clients

- Consent forms and treatment documentation

- Outcome measures if relevant to your profession

Systems designed for healthcare will always outperform general sales or booking tools when it comes to risk management.

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5. Check how well it handles finances

Smooth finances are essential to stability. This includes how you raise invoices, how you track payments, and how easily you can chase overdue accounts.

Pay attention to:

- Whether invoices are linked to appointments

- Support for insurance billing 

- Integration to Xero and Healthcode

- Electronic payment options such as Stripe 

If you are still manually raising invoices because your PMS makes it painful, you will waste hours each month, and your cash flow will suffer.

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6. Reporting should be helpful, not complicated

Most clinics underestimate how valuable reporting is. Good reporting helps you understand what is working and what needs improvement.

Useful reporting includes:

- Sessions delivered per clinician

- DNA or cancellation rates

- Income over time

- Referral sources

- Time to discharge

- Caseload planning

Reports shouldn’t require separate spreadsheets or a maths degree. They should be available in a few clicks and easy to interpret.

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7. Test the support team as much as the features

Features attract you to a system. Support keeps you there. A PMS may tick all the boxes on paper, but if you cannot get help when something goes wrong, you will feel stuck.

Ask:

- How quickly does the support team respond?

- Are there tutorials or training?

- Is there a community or help centre?

- Can you book onboarding guidance?
-Can you request new features?

A system is only as good as the people behind it. A responsive support team gives confidence when your clinic is under pressure.

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8. Think about integration

Very few clinics run on a single tool. You might use email marketing software, accounting platforms, video consultation tools or digital exercise programmes.

Check whether your PMS:

- Connects with bookkeeping software

S- upports referral workflows

- Integrates with AI note-taking software

- Integrates with email marketing software

Integrations avoid duplication and reduce opportunities for error. They also allow you to automate parts of the workflow without hiring extra admin help.

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9. Don’t buy on price alone

Free or very cheap tools are tempting. The cost usually shows up later. Lost data. Missing invoices. Poor security. Hours of manual admin. A PMS is an investment in safety, client trust and efficiency.

The right question isn’t “what is the cheapest option” but “how much time and risk this system will save us over the next few years”

When you measure value rather than cost, the answer becomes clearer.

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10. Trial it in real life

Finally, always test a PMS with real scenarios from your practice. Book a sample client. Send a reminder. Create a clinical note. Raise an invoice. Ask your team to use it for a week. 

You will quickly see whether it is intuitive or clunky. Make sure the people who actually do the admin are involved in the decision. They will notice pain points that owners often overlook.

Final thought

A practice management system is not just software. It underpins the clinical and operational heartbeat of your business. The right choice will save time, reduce stress, strengthen compliance and help patients experience consistent care.

Whether you are a solo practitioner or managing a busy, multi-clinician service, choose a PMS that supports who you are today and who you plan to be tomorrow.

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Want to learn more or get support?

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If you’d like to learn more about Psych VA or explore how the right systems and processes can support your clinic, you can get in touch with Anna Bunch directly.

‍Psych VA works with psychologists, therapists and private healthcare practices to streamline admin, implement effective practice management systems, and free up time for clinical work.