Treatment records: notes, products, photos and alerts
Treatment records let you and your team keep a proper note of each treatment: what you did, the products and batch numbers you used, before and after photos, and anything to look out for next time. Each client can also carry alerts, such as an allergy, which show at the top of every booking for them.
The one big idea: a record belongs to the client, not to one booking. You can write it from the booking you are working on, and find it again later on the client’s page.
Before you start
- Treatment records are part of every Appointments plan. They are off until an admin switches them on.
- Who can see them: admins, and team members who have their own calendar in the diary. Front desk staff, and team members without a calendar, do not see records or alerts at all.
- Linked venues: a venue linked to yours at Work as one team sees and adds records for your clients, the same way your own team does. Other link levels do not.
- ResNeo support can see that a client has records if you ask us to look at your account, but cannot open them.
- Records hold health information about your clients. Make sure you have a lawful reason to keep it: many businesses ask for the client’s consent on their consultation form. This is a general pointer, not legal advice.
Step 1: Switch treatment records on
- Open Settings from the sidebar, then the Booking Settings tab.
- In Optional Booking features, click the Treatment records switch.
- Read Switch on treatment records?. If your venue is linked to another at Work as one team, it names that venue, because their team will see records too.
- Tick I understand that my business is responsible for the health information it keeps in ResNeo.
- Click Switch on.
You can also do this in the ResNeo app, under More, then Booking settings.
To switch them off, click the switch again and confirm. Nothing is deleted. Your team stops seeing records until you switch them back on, and then every record is there again.
Step 2: Write a record from a booking
Open a booking, from your calendar or your bookings list. Under Compliance you will find Treatment records. Open it and click Add record.
The record opens with the booking’s service, practitioner, date and time already filled in, and:
- Forms for this treatment, which shows whether the forms that service needs are signed and in date, and whether the client has photo consent. Click Capture now next to a missing form to fill it in there and then. This only appears when Compliance is switched on.
- Treatment notes, for what you did and anything to look out for next time.
- Products used and Photos, covered below.
Just start typing. ResNeo saves as you go, a moment after you stop, and shows Saving… then Saved in the corner. There is no Save button.
Good to know: opening a new record and closing it again without typing leaves nothing behind. A record is only created once you write something or add a photo.
Once a visit has a record, the booking shows who wrote it and when, with View record. If a second person treated the client, or you did a second treatment, click Add another record.
You can also add a record from the client’s page: open Contacts, choose the client, and open Treatment records, then Add record. Use this for a treatment that was not booked.
Step 3: Give each service a starting point (optional)
If you write the same headings every time, an admin can give a service a Treatment record template. Open Services, edit the service, and fill in Treatment record template. For example:
- For a filler: "Areas treated:", "Product and amount per area:", "Reaction:".
- For a colour: "Formula:", "Development time:", "Result:".
Every new record for that service then starts with that text, ready to fill in.
Step 4: Returning clients: copy from last record
When a client has had a record before, a new one shows Copy from last record. Click it to start from their most recent record: the same notes and the same product lines.
Batch numbers and expiry dates are deliberately left blank, so an old batch never carries forward unseen. A blue note says so and asks you to check every line. The button disappears as soon as you start typing, so it can never overwrite what you have written.
Step 5: Products and batch numbers
Under Products used, click Add product for each product. For each one you can fill in:
- Product, which suggests products you have recorded before, and your own professional-use products if you use Checkout.
- Batch or lot number, which suggests batches you have used before for that product and fills in their expiry.
- Expiry date. If it has already passed, an amber line warns you, but you can still save it.
- Amount and Unit (units, ml, syringes, vials or g), and the Area you treated.
Recording batch numbers is what lets you find every client who had a batch if a manufacturer ever recalls it (see Step 9).
Step 6: Photos and photo consent
Click Add photos to add before and after photos. You can choose several at once. Each photo is saved at a sensible size and kept privately for your team; it never goes into a public gallery.
Tag each photo Before, After, Chart or Other. Click a photo to see it full size, or Remove to take it off the record (it stays in the record’s history).
Ask for photo consent before you take treatment photos. The Forms for this treatment panel shows whether the client has signed it. If you do not have a photo consent form yet, add the Photo/Social Media Consent template from the library in Settings, then Compliance, then Templates & types. See Compliance: patch tests, consent and intake forms.
In the ResNeo app you can take photos with your phone’s camera. Photos taken there do not go into your phone’s photo library.
Step 7: Alerts
Alerts are short warnings about a client, such as "Allergic to latex". They show as an amber line at the top of the client’s bookings, their page and their records.
- To add one, click Add alert in the Treatment records section, type it, and click Add alert.
- To change or remove one, click Edit alerts on the amber line, then Remove next to it. An alert is never edited in place: add the new wording and remove the old one.
- Show removed alerts lists alerts that have been removed, with who removed them and when.
Step 8: Who changed what
Anyone who can see records can edit them, and ResNeo keeps every earlier version.
- Under the notes, a record shows Written by whom and when. If it was written on a later day than the treatment, it also says so, for example "Written on 23 Oct 2026, after the treatment".
- Once someone has changed it, it shows Edited by whom and when, with See changes. Click it to see each earlier version, who made it and what changed (notes, products, photos, treatment time, service or practitioner). Click a version to read it in full, photos included.
- Admins also have Who opened this, a list of everyone who has opened or printed the record, and when.
If two people edit the same record at once, the second to save sees "changed this record just now", with their own text kept below to copy, and Reload to see the latest version.
Step 9: Find clients by batch number
If a product is recalled, an admin can find everyone it was used on. Open a client’s Treatment records and click Find clients by batch number, or click the link under the Treatment records switch in Booking Settings.
Type the batch or lot number and click Search. Spaces and capitals do not matter, so "BC 77-1" also finds "bc77-1". Each result shows the date, client, contact details, product, batch, expiry and practitioner. A result marked Changed since is one where the batch was on an earlier version of the record and has since been edited; Deleted marks a deleted record. Click a client’s name to open the record, or Download CSV for a spreadsheet.
Step 10: Printing and exporting
- Click Print in a record for a PDF of that record, or Print all records on the client’s page for their whole history. In the app, Print opens your phone’s share sheet.
- To take a copy of every record, open Settings, then Reports, scroll to Export your data, choose Treatment records, and download it as CSV or Excel. See Exporting all your data.
Printing and exporting both need Can export client data to be on for you. Without it, those buttons are hidden.
Deleting and restoring a record
Click Delete record at the bottom of a record. ResNeo asks first, and you can add a reason. A deleted record disappears from the client’s history, but it is not gone:
- An admin can open the client’s Treatment records, click Deleted records, and see each one with who deleted it, when and why.
- Click Restore to bring it back.
Deleted records and restoring them are on the web only.
Erasing a client
If a client asks you to erase their data and they have treatment records or alerts, the Erase data dialog warns you first, with the number of records. Clinical records are usually kept for 8 years after the last treatment, and your insurer may ask to see them. Check with your insurer or professional body before you erase.
Erasing permanently deletes the records, their history and photos, and the client’s alerts. You must type a reason, which ResNeo keeps with a note of what was erased.
In the ResNeo app
Everything above works in the app, apart from batch search, deleted records and restoring them, and Who opened this, which are on the web. In the app:
- A booking shows Treatment records under Compliance, and the alerts line at the top.
- A client’s page shows Treatment records with their records, Add record, Print all records and Add alert.
- A record opens as its own screen. You cannot take screenshots of it.
Common problems & fixes
| Problem | Likely cause | Fix |
|---|---|---|
| I cannot see Treatment records anywhere | They are switched off, or you do not have your own calendar | Ask an admin to switch them on, or to give you a calendar |
| The switch will not turn on | The box is not ticked | Tick I understand that my business is responsible…, then Switch on |
| Copy from last record is missing | The client has no earlier record, or you have already typed something | Copy only works on a new, empty record |
| The batch number did not copy | That is on purpose | Type the batch from the product you used today |
| Print is missing | Can export client data is off for you | Ask the owner to switch it on under Settings, then Staff |
| I deleted a record by mistake | Deleted records are kept | Ask an admin to restore it from Deleted records on the web |
| A linked venue cannot see our records | Records are shared only at Work as one team | Change the link level under Settings, then Linked Accounts |