Case studies
Helping healthcare practices work better
Every practice is different, but the challenges are often surprisingly similar.
Too much depends on the owner. Administration has grown faster than the systems supporting it. Processes that worked when the practice was smaller no longer work. Or the technology is there, but it isn't being used as effectively as it could be.
Done Virtually works alongside independent healthcare and wellbeing practices to solve those problems — from improving one particular process to transforming practice systems or providing ongoing operational management as a business grows.
Here are a few examples of what that looks like in practice.
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Case study one · Practice transformation
From paper-based administration to a practice built for growth
Bourne2Care
- Paper-based and manual
- Systems and processes introduced
- A practice built for growth
When Done Virtually began working with Bourne2Care in February 2021, the practice was busy and wanted to grow, but almost every part of its administration was being managed manually.
Patient information was held in paper files. Enquiries and communication history remained within the practice email account. Appointments and future reviews relied on a paper diary, while confirmations, reminders and online consultation links were sent manually.
Payments were made by bank transfer or cheque and there was no structured process for enquiry follow-up, patient feedback or analysing practice performance.
The administration wasn't just taking time. The lack of systems and processes was making it increasingly difficult for the practice to grow efficiently.
Looking beyond the immediate admin
Done Virtually was originally brought in to provide practical administrative and operational support.
But after understanding how the practice worked, Rachel identified that simply providing more help with the existing administration wouldn't solve the underlying problem.
The practice needed a better way of working.
Rachel worked with owner Diane to understand what Bourne2Care needed both immediately and for its future growth, researched suitable practice-management systems and recommended WriteUpp.
Rather than making the practice fit the software, Rachel designed the patient journey and workflows first and then configured the system around the way the practice needed to operate.
Transforming the way the practice worked
The new system brought patient records, bookings, communications, forms, payments, reminders and practice information together in one place, while automation removed many of the repetitive manual tasks previously involved in managing each appointment.
Processes were also introduced for patient feedback, reporting and KPIs, giving the practice much greater visibility of performance and helping inform decisions about which services to develop.
The work extended beyond WriteUpp too. Done Virtually supported the development of the wider processes, documentation, policies and procedures required for successful CQC registration, alongside ongoing practice and business support.
The result
Bourne2Care moved from a heavily paper-based, manually administered practice to a much more structured and digitally managed operation. The changes helped to:
- reduce manual and duplicated administration
- create a more consistent patient journey
- improve enquiry and appointment management
- give more time back for patient-facing work
- introduce better reporting, feedback and performance information
- create capacity to take on more work and develop new services
- support opportunities with corporate organisations and NHS trusts
An ongoing partnership
More than five years later, Done Virtually continues to work with Bourne2Care.
Rachel continues to work with Diane as Business Manager, providing ongoing operational oversight and support alongside the day-to-day management of the practice, while continuing to identify opportunities to improve how the business operates and support its growth.
What began as support with an overwhelming administrative workload has developed into a long-term partnership as the needs and opportunities within the practice have evolved.
What Diane says
“Before Rachel worked with me, I couldn't cope with all the admin each day. Rachel has taken this on, so I can provide more menopause support; i.e. doing what I am trained to do!”
“She's calm, listens and addresses any issues. She has really helped me and my business is now expanding. I could not have done this without Rachel's help and experience.”
More time to focus on the work you're there to do
“Rachel is fantastic. I don't know where I'd be without her! Initially I felt anxious about letting go, having micromanaged everything myself, but I was drowning in admin.”
“Her calm organisation and reassurance have helped me grow my business, freeing me up to focus on the stuff I'm good at.”
Case study two · Practice Operations
Supporting growth from one clinician to a three-site practice
Threesixtyphysio
Clinic locations
13
Clinical team members
18
When Rachel began working with Threesixtyphysio in September 2021, owner and physiotherapist Vinay Parmar was the practice's only clinician, operating from a single location within a health club.
Vinay originally approached Done Virtually looking for a virtual practice manager who could take responsibility for the behind-the-scenes work consuming his time — including insurer invoicing, payment tracking, patient documentation and general practice administration.
He was already planning to grow the practice and needed support that would allow him to concentrate on his patients and the development of the business.
Building the operational support around the practice
Rachel initially took responsibility for the immediate workload, but the role soon developed beyond completing administrative tasks.
Patient registration, appointment reminders, online booking, insurer billing and referral processes were improved.
Electronic insurer billing was introduced, additional private healthcare providers were identified and registered, and processes were strengthened for managing referrals and relationships with consultants.
As new clinicians joined, Rachel became the operational point of contact for the team — dealing with the non-clinical questions and issues that would otherwise have gone back to Vinay.
Supporting expansion
As Threesixtyphysio grew, Rachel supported the operational setup of additional clinic locations, including systems, online booking, insurer registrations and clinician onboarding.
The clinical team expanded beyond physiotherapy into other disciplines, while the practice introduced additional services, packages, corporate work and new referral relationships.
Rachel's role developed alongside the business into ongoing Practice and Operations Management.
Today
Threesixtyphysio operates across three clinic locations with eight clinical team members, plus additional administrative and external call-handling support around the practice.
Rachel continues to act as the day-to-day operational point of contact for the team and external providers on non-clinical matters. Her role includes:
- operational oversight
- KPI reporting and analysis
- team support
- supplier and stock requirements
- referral and consultant relationships
- supporting new business and clinic-development opportunities
The result is that the owner doesn't have to remain the answer to every operational question simply because he owns the practice.
What Vinay says
“Knowing that I could trust Rachel to handle important aspects of the business gave me the confidence to focus on growing the company.”
“I wouldn't hesitate to recommend Rachel to any business looking for a dependable, proactive, and personable Fractional Operations Manager.”
Sometimes the biggest difference is simply getting things off your list
“Rachel was a godsend! As an overwhelmed, self-employed business owner and mum, she took tasks for me that I had been struggling to fix for months.”
“She set up my software, communicated seamlessly and saved me hours and hours of time!”
Case study three · Practice systems
Improving practice systems without starting again
JJ Almond Psychology
- An existing system
- Specialist improvement
- A new Harley Street clinic
Not every practice needs a complete transformation.
Sometimes the systems are already in place — they just need someone who knows how to make them work better.
When JJ Almond contacted Done Virtually in February 2026, he had already set up WriteUpp himself but wanted specialist help to improve how the system worked and take care of the changes for him.
A focused Practice Improvement project
Rachel reviewed the existing setup and worked with JJ to improve the patient journey, practice workflows and communications.
This included improving how information was collected from patients, restructuring appointment types and associated communications, refining confirmations and reminders, and creating clearer processes around appointments and ongoing patient monitoring.
The aim wasn't to replace a system that was already working. It was to make better use of it, reduce unnecessary administration and create a stronger setup for the next stage of the practice.
Preparing for Harley Street
During the project, JJ was also preparing to open a new clinic in Harley Street, London.
Rachel incorporated the new location into the practice setup so that the systems and appointment structure could support both the existing practice and the new clinic.
The result was a more structured and efficient WriteUpp setup, improved patient workflows and a practice-management system better prepared for future development.
Practice Guardian
Following the project, JJ also asked Rachel to act as his Practice Guardian, providing an additional point of continuity should his nominated Practice Executor ever require authorised access to essential practice information.
What JJ says
“Rachel was a great help in reviewing and improving the WriteUpp setup and getting everything in place for the new Harley Street practice.”
“She understood what was needed, made some really useful improvements and made the whole process very straightforward.”
Additional client feedback
Practical support that gives practice owners their time back
Rachel has played a vital role in allowing me to improve my business processes, without sacrificing my own time. With Rachel on board we have been able to successfully manage our clients professionally and it’s not taken up all my time. Completely invaluable.
Who we work with
The practices on this page span physiotherapy, psychology, menopause care, herbal medicine and sports therapy — independent healthcare and wellbeing businesses of very different sizes, at very different stages.
Your practice doesn't need to be struggling before you ask for help
You might have one process that isn't working properly.
You might be spending too much time on administration.
Or your practice may be growing and you need someone to take greater responsibility for the operational side of the business.
Whatever stage you're at, we'll start by understanding what's happening in your practice and what would make the biggest difference.
30 minutesOnline via ZoomNo obligation