TM3

Pros

We have been with TM3 for over a year, and its predecessor TM2 for around 5 years before that. It is purpose built for physiotherapy practices, particularly multi-location clinics, with high volumes of staff and insurance referrals. We have over 20,000 patients on our data base and it runs seamlessly.

Cons

There are still come glitches with the new TM3 web platform which we report and nothing gets resolved. We don't get any ongoing update about this, only they will pass it to the development team but then nothing.

Pros

Appointment scheduling has been made alot more accessible for both the practitioners on the move and our clients via online bookings.
Emailing receipts to clients and quick access to patient portals to view their appointment history is a major plus.
The waiting list system has provided flexibility of clients to choose their own appointment times.

Cons

Unfortunately for a certain cohort of clients they can cancel without direct contact with clinic at short notice meaning we have to be sharp in keeping a constant eye on emails to practice and nofiying the individual practitioners.
Online support via chat feed can be slower response than we would desire at times but we are understandable of times we are in with staff working from home. Together feature and TM3 support articles does alleviate this issue.

Alternatives Considered

Reasons for Switching to TM3

Pros

Not much really. as a diary its ok but there are cheaper versions of those available

Cons

Clunky, not intuitive. can't read previous notes while writing another. Support desk is useless

Pros

Brandable booking website and online payment features

Cons

report glitches and lack of phone support in recent months

Pros

The online diary with booking and automatic reminders and confirmations save me a lot of admin time. Frees my time up to spend with patients rather than answering phones etc.

The ability to edit a large amounts of the templates for case histories and treatments.

Cons

I miss a lot of the 1 touch features of TM2. It really does save a lot of time.
I also wish that the highlighter button floated up and down with the notes. In a long first patient appointment there can be a lot of scrolling up and down to select and deselect the highlighter tool.

Alternatives Considered

Reasons for Switching to TM3

Pros

Patient facing is brilliant. Patients can pay and book online. Stripe integration is brilliant. Customer Service is amazing, any issues gets solved in a timely manor.

Cons

The classes aren't reported on very well in the standard reports but we were able to get Bespoke reports made. can't see what classes are attached to packages so need a bespoke report for that. The lock accounts isn't good as you can still back date payments after the system is locked so that defeats the point. Invoicing is good. Healthcode integration works but you need a bespoke report to check any invoices not picked up by Healthcode. The dashboard isn't editable so you can only see what TM3 want you do see. Credit notes don't pick up the same ledger code as the appointment it just picks up nothing. They said they integrated with Xero but do not as have to create a bespoke report to download, pivot and then upload into Xero. Reports keep breaking but they do fix them quite quick once you flag.

Pros

Ease of use and response of technical staff when I need help

Cons

Nothing it serves my practice well if I need any features they can sort it out for me

Pros

It’s easy to use snd does allow us to invoice all insurance companies in an efficient way.

Cons

It’s very expensive.
Customer care snd communication is variable

Alternatives Considered

Reasons for Switching to TM3

Pros

The activity analysis and reports.
Making appointments.
Registering new patients.

Cons

Difficult for me to distinguish activity in multiple clinics at a quick glance when viewing the daily calendar. Moving between multiple patient's clinical details.
Viewing attached clinical files and documents need to download and view adding additional steps.

Pros

I had the pleasure of working with a hands-on implementation team: always available and it wasn't a simple database to bring across!
The training for both admin and practitioners went smoothly, with the system being very logical, so easy to learn. Our company as a whole have been very compliant, embracing the new system with relative ease (having used the old one forever).
Day to day tasks of TM3 have been an easy switch and the diary management so much more straight forward than what we had previously.
We look forward to exporting more data outcomes and using these for the industry as a whole.

Cons

The hardest transition has been the Classes feature: we run so many a week and its quite clunky for both admin and practitioners, plus the reporting wasn't readily available so we've had bespoke reports made.
Speed can be an issue with a database as large as ours but this has been taken on board by the team at TM3 and is being investigated.

Pros

Very good for scheduling & diary management. Easy online access ensures working from home flexibility. Customer service is responsive to queries.

Cons

Patient record keeping / SOAP notes do not offer anything over and above the competitors

Pros

Helpful for patient reminder/confirmation emails and diary management

Cons

Often glitches that occur. Feels like you’ve purchased an incomplete working product. Sometimes doesn’t send reminder emails/forms which creates major issues. Creating of forms and layout of templates is laborous and painful. Not always user friendly. Drops in service common.

Pros

Medical records are good.

Cons

Accounting aspect is impossible and support is so poor. More investment is required in software and a better understanding of what user need.

Pros

The software has so much potential and keeps everything in one place. No need to pay and run extra software along side.

Cons

Can get very complicated. Need to have 1 person to oversea things

Pros

The software makes clinic management easy,
Invoicing is simple clinic notes are user friendly and the patient reminders have almost eradicated dnas

Cons

The web version doesn’t do everything the desktop does

Pros

That it keep developing and the tech support listen to their customers need. Clear view and able to adapt to your practice.

Cons

Some parts are rather 'clunky' particularly the 'search' section which can be frustrating. Setting up documents also need looking at.

Pros

Easy to use. Enables a one man band to function like a team.

Cons

Billing is straightforward but takes some initial time to iron out some issues.

Pros

TM3 is versatile. The diary is available on phone and reception service links in for 24/7 booking . Notes can be customized .
Multiple users can be included.

Cons

Ability to change mistakes when linking appointments to a case .opening multiple notes for the one client .

Pros

full of features, easy to use, been using it for 10 years. it is more expensive than others but you get what you pay for.

Cons

sometimes the fact it has so many features can complicate it.

Pros

It is useful to be able to keep my patient data secure but easily accessible to me

Cons

My lack of tech skill makes it a challenge but better than a load of paperwork.

Pros

Easy to manage diary system, easy to use on mobile device.

Cons

Would benefit from an app, can sometimes be hard to navigate

Pros

TM3 is easy to use and I like many features. Scheduling appointments is very easy and intuitive.

Cons

There are many glitches and customer support often cannot help with these issues.

Pros

Easy to book patients, set up clinics and manage payments

Pros

Clinikal notes are easy to use. Receipts emailing also good

Cons

Sold its like tm2 its a new package I could of got off another business dies not feel like tm2. Screen face has 24 hr clock. Reports are different. Help line has long q. Booking online says prices start at a certain price which makes people paying full price feel like there being overcharged.

Pros

Easy navigation between sections. Great features

Cons

Ease of use was challenging initially but with use got much more streamlined

Pros

There are very few pros to TM3 when you consider the competition for SMEs. The medical insurance billing system is the only benefit that comes to mind as it is well integrated.

Cons

Where to start? The interface is not intuitive or engaging making administration even more of a chore. Not being able to look back on patient's previous notes easily when they attend for follow up, the whole system is clunky and suffers from having had additional functions bolted on to the original software over the years. You repeatedly have to close one screen and open another rather than having the concurrent information on one screen.
Customer support is charged for and is hard to get any response to arrange. Training quality is hugely disappointing, delivered from a script and not lead by anyone with practice based training, just software training. So for example the specific data that is used for KPI reports was only superficial explained as how the software used is not a function of the trainers, the help pages on the website are out of date etc etc.
Having been customers for nearly 10 years the competition from other practice management suppliers has caught up and thoroughly overtaken them.
Needless to say our team of 6 have just moved to an Australian competitor more suited to our size of clinic and it is costing 70% less per month.

Pros

Diary management
Case notes
Bespoke reports
Fantastic support from tech team although responses have been badly affected by Covid

Cons

No signature on bespoke emails
No area for frequently used attachments to be stored
Happy to use IM but tel should be re-installed as response times can be slow and then messages are cut off if we don't respond within a certain time frame but when in clinic this can't always be done
Text costs

Pros

Can customise a fair amount of functions to the way in which your clinic operates. Reminders and free use of email is great. Invoicing is really good.

Cons

Things are not updated regularly enough, the desktop software seems to be forgotten about completely. The online version is not user friendly and loses some of the great functions the desktop version has. For example, allowing you to read a communication and make changes to it if required before it is sent.
The online booking system states "prices from" giving the lowest price of a group session to the client, when they request a £25 session as it states this prices from, this could lead to patient complaints for false advertising.
The telephony help has been offline for way too long, as a business I managed to set up an internet phone system very easily to use when home working, I have no idea why TM3 did not provide this?
The system crashes regularly.
When updates occur or support sometimes need to do something with the system if it crashes, they forget to upload word again to open documents and you have to call back to get this working again.
If a patient enters via a group with authorised sessions, but then sees us privately for an alternative issue, and then sometimes has a second authority for a different body part, it is impossible to know on the system session dates what ones were for a private and group session. I have been requesting that these should have a colour coded way to separate them for years but nothing ahs changed.

Pros

The set up is really quite easy. There is plenty of help available and plenty of tutorials for things you are unsure of.

Cons

When additions / suggestions are made, there doesnt seem to be any progress often and not follow up procedure other than us chasing / enquiring.

It is pretty expensive in terms of licencing. Also, the classes features are fab when you upgrade to Connect but despite the cost of the upgrade, there's a further charge per class. I understand why the PAYG system is in place, it just adds to an already expensive system, especially when alot of the Connect features are not used

Pros

Quick and simple to use and to train new staff. With 2gether being an excellent tool for tips and updates.

Cons

Would like the ability to create my own 1 off reports that fit my business without incurring additional costs.

Pros

It has 2 saving graces -1 is the front-line support staff who are available via their online chat (not via phone as advertised on their website). They are knowledgeable and helpful. The 2nd is its integration with Healthcode which makes seamless work of sending electronic invoices.

Cons

It is not a very intuitive system to learn and feels very 'clunky'. We have experienced a whole range of issues with getting it implemented, a number of which are still ongoing 6 months down the line
We had very little in the way of training (you are given 2 hours free training which is online and is basically a member of staff sharing their screen with you and quickly showing you what to do)

Pros

One stop shop for a patient management system.
Easy to use patient/practitioner diary and booking system.
Patient clinical notes have been essential in our multi location clinic even thought they are clunky.

Cons

Software is clunky to use. Not particularly logical for less technologically advanced people which are often the physios.
Multiple very simple requests have been “passed onto the development team” over the last year, many things makes you wonder if the product was even tested before it was launched.
Too many “work arounds”, for the cost of the product you would expect it to work not have to “work around” the problem.

Pros

TM3 is as easy to use as any MS product but has a pleasing depth that rewards you for looking further. There's a huge amount of flexibility and scalability here - so much so that we've based our business around it's features.

Cons

It needs to be able to integrate with hosted sites such as Wix. A single system for patient records that allows full booking, customer interaction and data collection is not impossible but only if it can integrate with the existing client website

Pros

The team at TM3 were so helpful to me at the start when installed the system in my business. The support has been and continues to be excellent. During the recent lockdown I was able to avail of the account hibernation - this kept my data safe while the business was closed. Knowing that my clients information is safe and secure is most important. Tm3 is so easy to use - even for me who is not technically minded! I look forward to having the system for many more years to come.

Cons

There is nothing I would change about the software I’ve got. It was specially designed for my beauty business.

Pros

Connect has helped us to attract more patients to our practice through the online bookings. It’s also helped us to reduce the admin load through the automated forms and client portal.

Cons

Support response times can be a little slow during critical times.

Alternatives Considered

Switched From

Pros

I will be honest, we have been with TM3, or what was Tm2 for more than a decade and twice during that period we have been frustrated and investigated other providers. However we keep returning because nothing else has the same functionality and particularly for insurance billing management.

Cons

Inability to capture Proms however I believe this has now been added and we are investigating.

Alternatives Considered

Reasons for Switching to TM3

Pros

I want to be able to eliminate the hours 12am to 7am every single day!
Why do I have to keep doing it myself..?

Cons

The appearance of the Diary... I SAY AGAIN... IT LOOKS LIKE A DOG'S DINNER!

Pros

I use this app mostly for the diary features and patient recording . As a license user I love the way we add each individual patient and the ease of making the next appointment. Plus it's easy to add notes and keep records

Cons

I find it difficult to add the individual addresses . I have to go down to additional info . Surely this is important and not additional? We do clinic and home visit treatments so it would be handy to be able to see their address in the actual diary . Also we each have our own mobile phone numbers but the text message reminders can't be sent from each practioner. We have put our numbers on the text but people are getting confused and try to reply to the text .

Pros

I like the fact that I can record everything related to a customer accurately and with ease

Cons

Sometimes it does have glitches but the Customer Service Team are amazing and are able to fix things with ease

Pros

Doing notes out and about on my tablet, being able to access notes anywhere.

Cons

There needs to be an icon next to each patient's name which shows a locked or unlocked symbol to reflect whether the notes for that patient have been completed. PLEEEEEEEEASE!!!!! It is painful having to go back at the end of the day through each patient to see who needs completing.

There is also (to my knowledge) no way of making font stand out - ie highlighting only short sentences or changing font colour. This makes it hard to scroll through notes and see important events.

Pros

easy to use and navigate, customisable to the individual clinic needs, always have prompt customer service when navigating any problems

Cons

still a few aspects that could do with being more customisable but these are minor things that don't affect day to day running/use

Pros

Billing and scheduling was at times very easy for one user (ie the clinician) but difficult to be taught for an individual that had english as a second language.

Cons

Access of patient files info and adding info can be tedious at times. It should be a bit more fluid and easier.

Pros

Easy to use. support is available when needed

Cons

More reports will be useful, keeping track of unpaid invoices in a monthly basis would be more accurate.

Pros

I am familiar with the software as I have used it for more than 10 years. It is relatively intuitive to use. I like being able to send forms from within patient notes. The appointment reminders are invaluable.

Cons

It would be great if there was full functionality on a smart phone

Pros

User interface easy to understand and logical. There's not really anything we have found it can't do. It has made our admin so much easier. We wouldn't be without it.

Cons

Occasionally updates cause small teething problems in some areas.

Pros

Clients notes stored safely online - shouldn't get lost.
All clinicians can read all other clinicians notes. No hand written scrawl to decipher.
All clinician diaries visible to all.
Everything stored in one place.
Available on all computers.

Cons

Currently no GDPR certification although they indicate they are compliant.
No diary app for phones.
Doesn't have the option to put clients first name first in the appointments field.
Scanned documents can only be viewed by downloading onto device.
Full calendar does not stay pinned even after pinning in place!
Appointment notes currently collapsed and only showing current report rather than showing all treatment reports when you go to a case.
Client tracking reports - shows every appointment for each client rather than just the one that has' no future appointment'.
Date of birth jumping back to blank or to 30/12/1899 when trying to update!

Pros

The diary feature is one of its best festures

Cons

Integration with email and text has an additional cost

Pros

Appointment scheduling
Invoice generation to a point

Cons

Hard to change templates
That it automatically generates 2 invoices for 2 different practitioners and one has to physically combine

Pros

The software is accessible at all times and places. perfect for a very busy practice. I can work from anywhere to do the admin

Cons

I would like more of a feature of finding where I get my patients from in the online booking form

Pros

yet to find..

Cons

The support is shocking, No one to talk to, all members of staff off. only one person available in support.

I have been trying to leave for 6 weeks, refusal to give data back or being ignored.

System to download data does not work. you are stuck and left paying additional months to keep operational.

seriously contemplating legal action.

its disgusting how they operate