The centre
This physiotherapy and rehab centre in Gurugram has three physiotherapists and two people at the front desk. It runs a morning batch and an evening batch, with post-operative knee and shoulder rehab, back and neck pain, and sports injuries making up most of the work.
Almost every patient buys a package, usually 10 or 12 sessions, and pays for it in one or two parts.
The challenge
Before Nabhaya, each patient carried a paper session card that the front desk ticked after every visit.
Before
- Session counts on paper cards that patients forgot or lost
- Disagreements at the desk about how many sessions were left
- Package balances remembered, or looked up in a register
- Evening batch bookings taken over the phone
- Everyone at the desk could see everything
With Nabhaya
- Each package tracked session by session in the service tracker
- A WhatsApp update after every session with the count and the next slot
- Part-payments and balances on the package's service bill
- Patients book their own slots through the centre's booking link
- A custom front desk lead role with only the access it needs
Why they chose Nabhaya
- A tracker for recurring services. On the Practice plan, every package shows sessions done and sessions left, for the patient and the team.
- A message after every session. The recurring session update tells the patient which session was completed and when the next one is.
- Custom user roles. The front desk lead can take payments and see the day's collections without seeing clinical notes.
- Three physiotherapists on one plan. Practice includes three doctor logins, two receptionists and 3,000 WhatsApp credits.
How they set it up
- Day 1 · Setup call. Three physiotherapists with morning and evening slots, two front desk logins, a custom front desk lead role, invoice templates and the centre's booking link were set up with the Nabhaya team.
- Day 2 · Packages. The centre's packages, such as a 10-session knee rehab and a 12-session back care programme, were imported from a CSV file with prices.
- Week 1 · Every new package on Nabhaya. New patients started in Nabhaya. Running packages were added with the sessions already done, so each count was right.
- Week 2 · Paper cards retired. Once every open package was on the tracker, the paper cards were no longer needed.
What changed
At the front desk, the count is on screen and in the patient's WhatsApp, so there is nothing to argue about. Balances are on the package bill.
For the physiotherapists, each session is recorded against the package, with notes and explanation diagrams to show patients their exercises.
For the owner, active packages, sessions still to deliver and collections by physiotherapist are visible without a register.
For patients, the evening batch is booked through the link, and every session ends with an update that shows how far along they are.
What's next
The centre plans to add a sports rehab package and to use the end-of-day Google review request once patients finish their programme.