Frequently asked questions

Most labs are issuing live bills within two to three days. That covers migrating your patient and test data, setting up your rate list, rebuilding your report formats to match your existing letterhead, and training your staff. A single-room collection centre is often done in a day; a multi-branch chain takes about a week.

No. Diagnosuya is built for people who work benches and counters, not computers. Most front-desk staff are billing confidently within an hour of training, and technologists usually need one session to get comfortable with report entry. If anyone gets stuck, our support team is on the phone in minutes.

We bring it across for you at no cost. That includes patients, historical bills, your test master and rate list, referring doctors and report templates. We can migrate from other lab software, from Excel or Tally, and in many cases from paper registers. You review everything before going live.

Diagnosuya is cloud software, so a working connection is needed to enter and verify reports. In practice a basic broadband line or a mobile hotspot is enough — the application is light. For labs in areas with unreliable power or connectivity we recommend a modest backup connection, and we will help you plan for it during setup.

Yes, and we would encourage it. Your report format is part of how referring doctors recognise your lab. During onboarding we rebuild your existing layout — letterhead, logo, column order, footer, signature blocks — so the printed output looks like what your doctors already expect.

When a report is verified, Diagnosuya sends the patient a message with a secure link to their report, or the PDF itself. You can set this to fire automatically on verification, or hold reports for manual release if a pathologist prefers to check first. Patients can re-download their report any time without calling the lab.

Data is encrypted in transit and at rest, held in isolated per-lab storage, and backed up continuously with point-in-time recovery. Every action against a patient record is logged against a named user. You can export your full data set whenever you like, and if you ever leave we hand over a complete copy and delete ours on confirmation.

Nothing extra. Phone and video support, onboarding, data migration, report template design and staff training are included on every plan, including the cheapest one. Premium customers get a priority queue, and chains get a named account manager.

Our team is available 9am to 9pm IST, Monday to Saturday, and 10am to 6pm on Sundays. Critical issues — anything that stops you billing or releasing reports — are covered outside those hours through the emergency line given to every customer at onboarding.

Median first response is under four minutes on phone and WhatsApp, and under thirty minutes on email. Issues that block billing or reporting are escalated immediately rather than queued.

Yes, and it is usually the fastest route. Our team will join a video call and walk through the problem on your screen. No installation is required beyond a browser.

Yes, at no charge. Labs hire, and new people need training. Book a session whenever you take someone on and we will run them through the parts of the system their role touches.

Call us before you release it. Report accuracy is the one thing we drop everything for. Send us the registration number and we will look at the record with you, identify whether it is a template, formula or data-entry issue, and correct it while you wait.

On servers located in India, with backups replicated to a second Indian region. Data never leaves the country unless you are an overseas customer, in which case we host in the region nearest you.

Nobody, by default. Support staff can only access your data when you grant temporary access for a specific issue, and every such access is logged and visible to you. We do not browse customer records, and we never use patient data for anything beyond running the service for you.

Your account moves to read-only rather than being deleted. You can still view and export everything for 90 days. We send several reminders before that window closes, and a full export is always available on request.

We are built to comply with the Digital Personal Data Protection Act, 2023, including consent records, breach notification and the right to erasure. Our data processing agreement is available on request and forms part of the customer contract.

In almost all cases, yes. We have migrated labs from most packages used in India, as well as from Excel, Tally and paper. Give us an export or a database backup and we will tell you exactly what we can bring over before you commit to anything.

No. Historical bills and reports come across with their original dates and registration numbers, so your records stay continuous and searchable. Where an old system stored reports only as PDFs, we attach those to the right patient record.

None, in practice. We set up and verify your new system alongside the old one, then switch over between working days — typically a Saturday evening, so you open on Monday on Diagnosuya. Your old system stays available read-only for as long as you want it.

Nothing. Data migration, test master setup, report template rebuilding and staff training are included on every plan. We do not charge setup fees.