A long-term partnership supporting the evolution of people-first care at The Health Equation
Founded in 2004 by Mr. Gerry Gajadharsingh DO, The Health Equation and PPS have been in partnership from the very beginning! Starting out as a busy Osteopath seeing on average 120 patients a week, the practice has evolved over the past two decades to offer a more specialised service that offers gold standard care and excellent results. We caught up with Gerry and Susie Gajadharsingh to talk about why PPS is still their first choice all these years later and how they have adapted their use of the software as their services shifted over time.
Solutions used:
A long-term partnership supporting the evolution of people-first care at The Health Equation
Founded in 2004 by Mr. Gerry Gajadharsingh DO, The Health Equation and PPS have been in partnership from the very beginning! Starting out as a busy Osteopath seeing on average 120 patients a week, the practice has evolved over the past two decades to offer a more specialised service that offers gold standard care and excellent results. We caught up with Gerry and Susie Gajadharsingh to talk about why PPS is still their first choice all these years later and how they have adapted their use of the software as their services shifted over time.
Solutions used:
Overview
Challenges
- Managing incoming and outgoing referrals
- Handling and secure storage of large volumes of vital medical documents
- Small team with high demand on administration
- Comprehensive patient histories that need to be fully accessible at all times
- Demand for online consultations
Solutions
- Third-party management in PPS allows the storage of third-party details including GPs, which can also be connected to individual patients for easy referrals
- PPS’ document upload facility enables the storage of external documents, including referral letters, medical reports, images and more!
- The use of Online Client forms, activity templates, automated booking confirmations and reminders and online appointment booking all aid in reducing the demand on time
- PPS’s telehealth feature supports remote treatment sessions
About The Health Equation
The Health Equation is a private healthcare clinic run by Gerry Gajadharsingh DO, a highly experienced osteopath with over 38 years in practice. Based in central London, with a satellite clinic in Wiltshire, Gerry has developed a unique approach over the years that blends traditional osteopathy with insights from both conventional and complementary medicine. His aim is to treat the whole person, not just the symptoms, offering a more personalised and joined-up healthcare experience.
At The Health Equation, patients can expect a thoughtful and thorough approach, starting with an in-depth consultation that often includes complex diagnostic work to get to the root of their health concerns. From there, treatment is tailored to the individual – whether that’s hands-on osteopathic care, nutritional programmes, behavioural change such as breathing and supporting the autonomic nervous system or working alongside other trusted professionals. The clinic also offers screening and prevention advice, focusing on long-term health and helping people feel their best, both physically and mentally.
Evolving Services, Evolving Software
As The Health Equation shifted from a high-volume osteopathy clinic to a more specialist diagnostics-led service, their use of PPS naturally changed with them. Where they once relied on it to manage hundreds of weekly appointments, it’s now the backbone of a much more data-heavy, personalised care model.
With so much admin involved—especially when it comes to writing up detailed reports—Gerry needs everything in one place and easy to access. PPS stores all the key documents for each client, from referral letters and test results to imaging and consultation notes. It’s all logged securely and accessed via the client record or consultation history, helping Gerry and the team build a clear picture of each patient’s health journey.
Smarter Booking, Less Admin
One of the most impactful upgrades for the clinic has been the implementation of online appointment booking. Integrated directly with their website, the system allows patients to book appointments at their convenience and has significantly reduced inbound phone calls. Automated booking confirmations and reminders have further helped to cut down on no-shows, saving valuable clinic time.
Feedback from patients has been overwhelmingly positive—people love the ease and flexibility of being able to book online. For the team, it’s made a real difference to day-to-day admin.
Seamless Referrals In and Out
Referrals are a big part of how The Health Equation operates—whether that’s clients being referred in by GPs and consultants, or being signposted to trusted specialists as part of their ongoing care. With PPS, managing these relationships is straightforward and stress-free.
The third-party management tools mean Gerry and the team can easily store and organise key contacts like referrers, consultants, and GPs, then link them directly to the relevant patient records. This makes it quick to share information, track referral pathways, and keep everything documented in one place. It’s a small but powerful part of PPS that supports their whole-person approach and ensures no detail gets lost along the way.
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Flexible Consultations with Telehealth
Not all appointments need to happen in person. For clients on nutritional programmes, for example, Gerry often holds remote sessions using PPS’ built-in telehealth features. He records his notes using voice-to-text and uploads them straight to the client’s record, keeping everything neat and secure.
Looking ahead, the team are keen to explore group telehealth sessions too—so they can include carers or family members when it’s helpful to have them involved in the consultation.
Robust Billing and Secure Data Handling
All billing at The Health Equation is handled through PPS, with a large custom charge list that allows for clear, itemised invoicing across multiple services. Clients typically pay upfront, but when needed, the aged debtors list helps the team track and manage any outstanding payments. For more in-depth financials, they export relevant data from PPS to QuickBooks each month.
Data security is a top priority for the clinic, especially with the volume and sensitivity of the information they handle. With the recent introduction of two-factor authentication across all user accounts, they feel confident that PPS continues to meet the highest standards of data protection.
Communications That Feel Personal
While The Health Equation doesn’t rely heavily on email marketing, they make good use of PPS’s mailshot functionality to send out occasional updates, typically just a few times a year. With around 3,000 active email addresses on file, these communications are used sparingly and strategically to share important announcements such as new services or changes to clinic location.
All outgoing communications, from emails to invoices, have been customised with the clinic’s branding to ensure consistency and professionalism across the board.
Looking Ahead
With over two decades of PPS experience under their belt, Gerry and Susie are still finding new ways to make the most of the platform. They’re currently exploring PPS Express to make note-taking during consultations more efficient, especially using the voice-to-text and document viewing capabilities.
They’re also interested in diving deeper into PPS Automations and looking at the potential of reducing their admin load even further by sending out new client registration forms automatically or triggering emails based on the type of appointment booked. For a small, specialised team, these features could free up valuable time and further streamline operations.
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