Private clinics & healthcare

Private clinics and healthcare providers run on referrals, enquiries, and appointments. In the UK, you're balancing admin, clinical teams, and often multiple referral sources. When intake is scattered and handover between admin and clinical staff is informal, patients slip through and everyone burns hours on chase-up.

The operational reality in this sector

Clinics take referrals from GPs, insurers, and self-pay enquiries via phone, web, and email. Admin triages, books appointments, and hands over to clinical teams. Progress is tracked in practice management systems, PAS, or spreadsheets—but intake and pipeline often live in separate inboxes or sheets. Handover can be loose: "patient is booked," "notes are in the system," or a quick conversation. The operational reality is referral backlogs, missed follow-ups, and admin chasing clinicians (or the other way around) for updates.

Common friction we see

• Referrals and enquiries land in multiple inboxes; no single intake or triage view.
• Appointment allocation and follow-up are ad hoc; slots slip or get double-booked.
• Handover between admin and clinical teams is verbal or buried in systems; context gets lost.
• Status and capacity live across practice software, spreadsheets, and email; reconciliation is manual.
• Too much time on "who's following that up?" and "have we chased the referral?"
• Patients experience disjointed communication because ownership is unclear.

What this looks like in practice

A typical clinic has a referral email, a web form, and phone calls. Admin forwards or logs referrals in a spreadsheet or practice system; someone assigns to a clinician or books a slot. Follow-up and handover happen in meetings or by memory. When volume grows, referrals queue, follow-ups slip, and the team works overtime to clear the backlog. Patients sometimes fall through the cracks because nobody had a single view of their journey.

How we typically approach this

We start with discovery: we map how referrals and enquiries come in, how they're triaged and allocated, and how handover between admin and clinical teams works. We design workflows—intake, triage, allocation, handover—that fit your governance and integrate with your practice or PAS systems. We build or configure so intake lands in one place, ownership is clear, and handover is documented. We phase delivery and train your team. We stay within your compliance and data boundaries.

What changes after implementation

• One place for referrals and enquiries; clear triage and ownership.
• Allocation and follow-up tracked consistently; fewer missed appointments.
• Clear handover between admin and clinical teams; less chase-up.
• Single view of pipeline and capacity when you need it.
• Less time on triage and status, better experience for patients.

Tools we commonly work with

We work with what you use: practice management, PAS, EPR, Google Workspace, Microsoft 365, appointment and scheduling tools, and referral or intake systems. We connect intake, workflows, and handover so you're not duplicating or chasing across systems.

A short example from the field

Illustrative example. A private clinic had referrals from GPs and insurers landing in email and a shared inbox. Admin logged them in a spreadsheet and booked appointments in the practice system; handover to clinicians was mostly verbal. We built a single intake pipeline, clear triage and allocation, and simple handover checklists that fed into their existing systems. Admin could see every referral and its status; clinicians had a clear handover for each patient. Referral turnaround improved and fewer patients slipped.

FAQs

We're regulated. How do you handle patient data and compliance?
We work within your governance and compliance requirements. We don't store patient data beyond what's needed for operational workflows. We'll agree security and access up front.

We use practice management or PAS. Do we need to change?
Usually no. We integrate with what you have. The gap we fill is often referral intake, enquiry routing, and handover—so everything lands in the right place and nothing drops between systems.

What about clinical workflows?
We focus on operational flows—intake, allocation, handover, admin. We don't dictate clinical process. We make sure the right information reaches the right people at the right time.

Next step

If referral and handover chaos is holding your clinic back, we can help you capture every referral, allocate clearly, and hand over without the chase. View our services or see how we work.