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No patient-facing outages in 12 months for a four-site physiotherapy group
We brought a four-site physiotherapy group's practice management system, booking tools and clinical records platform under managed monitoring and incident triage. The group had no patient-facing outages in the 12 months after go-live.
- Healthcare
- Managed Services
Where the business was
A physiotherapy group had grown to four clinics over three years, adding sites and clinical capacity faster than it had invested in the applications it ran on. Its practice management system, booking tools and clinical records platform ran on a mix of legacy configurations with no central monitoring, and outages happened every few weeks.
What needed to change
Nobody was monitoring those applications and the group had no dedicated technical staff. Outages were found by staff or patients and fixed after the event, appointments had to be rearranged by hand, and the practice manager was dealing with application problems alongside running clinical operations.
The work · Managed services
- Check access against the staff listLeavers removedAccess
- Track spend for each toolAgainst the budgetSpend
- Sample outputs for qualityErrors logged and fixedQuality
- Check use against the policyData handling rulesPolicy
The work we delivered
We brought the practice management system, booking tools and clinical records platform onto our managed services platform, with real-time monitoring, automated alerting and structured incident triage with agreed response times. In the first four weeks we reviewed how the applications were set up and fixed the highest-risk failure points before moving to ongoing monitoring.
What changed
Across its four clinics, the group recorded no patient-facing outages in the 12 months following go-live. Average incident response time fell to under 20 minutes, and the practice manager moved the time previously spent on application problems to improving clinical services. This is a past result for one client and is not an uptime guarantee.
Service
Managed ServicesSupport, monitoring and improvement for the AI tools and applications your team relies on, with a monthly review.
Explore the serviceMore work
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