BPO
Steadying patient administration across a growing clinic network
An English private healthcare group had outgrown its administration model. An outsourced team took on scheduling and records and brought waits and errors down.
Results at a glance
- -67%
- Average call wait
- -96%
- Records backlog
- -54%
- Appointment errors
- +21 pts
- Patient satisfaction
4.3 to 1.4 minutes
items awaiting filing
post-visit survey
The challenge
The group had grown from a handful of clinics to more than twenty sites in three years, but its patient administration stayed the same. Booking, rescheduling and records were handled site by site with no shared queue, so a call to one clinic could not be resolved by another. Callers waited, voicemails went unanswered and clinicians started their days with half-built schedules.
A records backlog made it worse. Referral letters, consent forms and test results sat in trays and shared inboxes waiting to be filed against the right patient. Any lapse in handling special category health data carried real regulatory weight, so the group needed capacity it could trust rather than a quick fix that moved the risk around.
Pain points
- Average call wait times climbed above four minutes at peak, and abandoned calls rose with them
- Appointment errors and double bookings forced clinicians to reshuffle lists on the day
- A backlog of unfiled referrals and results delayed follow-up care
- No single view of demand across sites, so staffing never matched the actual load
Our approach
- Stood up a single trained administration team handling booking, rescheduling and inbound queries through one shared queue for every site
- Rebuilt the records workflow so referrals, consents and results were matched to the patient record within a defined turnaround, with checks on identity before filing
- Introduced daily demand forecasting so cover was rostered against real call and message volumes rather than a fixed shift pattern
- Data handled under UK GDPR with a Data Processing Agreement, role-based access and audit logging for all record changes
Results at a glance
The results
- Average call wait time fell from 4.3 minutes to 1.4 minutes within four months, and abandoned calls dropped sharply.
- The records backlog was cleared and held at near zero, with new items filed within one working day.
- Appointment errors fell by more than half, giving clinicians reliable lists at the start of each session.
Our clinicians walk in to schedules that hold up, and nothing sits waiting to be filed. The whole day starts on firmer ground.
Common questions
All work runs under UK GDPR with a Data Processing Agreement in place. Access is role-based, every record change is logged and identity is checked before anything is filed against a patient record.
These are representative engagements. Client identities are anonymised and the metrics are illustrative of the type of results this work delivers, not audited figures for a named client.
Tell us what you need to outsource
Share your requirement and model your savings. We reply within six hours with a clear next step.
Six-hour response. UK GDPR compliant. Named UK accountability.