The Practice Performance Review™
When you know your practice could run better, but you're not sure where to start
Sometimes there isn't one obvious problem.
The practice is busy. Patients or clients are being seen. The team is working hard. But behind the scenes, things feel harder than they should.
£995
Fixed price
No VAT.
- A written Practice Performance Report
- A prioritised 90-day improvement plan
- Yours to keep, whatever you do next
- Perhaps too much still comes back to you.
- Appointments aren't being used as effectively as they could be.
- Cancellations are frustratingly high.
- Processes have evolved rather than been designed.
- Your practice-management system isn't doing everything it could.
- Or you simply have a feeling that the practice should be working better than it is.
The Practice Performance Review gives you an experienced, independent view of how your practice is actually running — what's working well, what's creating unnecessary pressure and where the biggest opportunities for improvement lie.
You'll come away with a clear written assessment and a prioritised 90-day improvement plan, so you know what to tackle first rather than trying to fix everything at once.
The bigger picture
Think of it as a health check for the operational side of your practice
When you're involved in the practice every day, it can be difficult to step back and see where the real pressure points are.
One problem often affects another.
- A clunky booking process can create unnecessary administration.
- Poor cancellation processes can affect utilisation and revenue.
- An underused practice-management system can create manual work.
- Unclear responsibilities can mean everything comes back to the owner.
And sometimes what appears to be a staffing problem is actually a systems or process problem.
The Practice Performance Review looks across the practice rather than examining each issue in isolation.
The aim is to understand what's happening, why it's happening and what would make the biggest difference if you changed it.
Something useful, not just another conversation
Clear findings and a practical plan you can actually use
The Practice Performance Review isn't simply a consultation where we talk through your frustrations and you leave with a few notes.
You receive two practical documents that are yours to keep.
Your Practice Performance Report
A written assessment of how your practice is currently operating.
It highlights:
- What's already working well
- Where time or capacity is being lost
- Where processes are creating unnecessary work
- Where systems could be used more effectively
- Where responsibilities or ways of working are unclear
- Where the practice is particularly dependent on you
- Risks or weaknesses that may become more significant as the practice grows
- Opportunities that could improve efficiency, patient experience or capacity
The report is written in straightforward language, with practical reasoning behind the findings.
Your prioritised 90-day improvement plan
Knowing what could be improved is only useful if you also know what to do first.
Your 90-day plan turns the findings into clear priorities.
It will identify:
- What I recommend addressing first
- Why it matters
- What improvement we would expect it to create
- What can wait
- What you or your existing team could implement yourselves
- Where specialist or additional support may be useful
The aim isn't to give you an overwhelming list of everything that could possibly be changed.
It's to give you a realistic plan for making the practice work better over the next three months.
Looking across the whole practice
13 areas that influence how well your practice runs
The real value of the Practice Performance Review comes from looking at the practice as a whole.
Operational issues rarely exist in isolation. A problem in one area can create additional work, lost capacity or pressure somewhere else — and what initially appears to be the problem isn't always the real cause.
That's why the Review looks across 13 core areas of your practice, rather than focusing on one process or system in isolation.
13
key areas, assessed consistently every time
The areas span how your practice runs day to day, how well your systems and processes support the way you work, how capacity and responsibilities are used, and what is helping or holding back performance and growth.
Because the same framework is applied to every practice, nothing gets skipped because it didn't come up in conversation — and the findings reflect the whole picture rather than whichever problem happened to feel most urgent that week.
The Review doesn't simply look at each area independently.
I look at how they connect, where one issue may be creating problems elsewhere and, importantly, which improvements are likely to make the biggest difference to your practice.
That's what then informs your findings and your prioritised 90-day improvement plan.
Designed around a busy practice
You don't need to spend days in meetings with me
The majority of the work happens behind the scenes.
I need enough of your time to understand the practice properly — but the point of the Review is to take work away from you, not create another project for you to manage.
- 1
Free Practice Discovery Call
We'll start with a 30-minute conversation about the practice, what's prompting you to consider a review and what you're hoping to improve.
I'll tell you whether I think the Practice Performance Review is the right next step.
If one specific issue could be addressed much more simply through a £195 Power Session or a smaller improvement project, I'll tell you that instead.
- 2
Getting to know your practice
Once we start, I'll gather the information needed to understand how things currently work.
This will usually include a structured conversation with you of around 60–90 minutes, which can be split into shorter sessions if that's easier around your clinical diary.
Depending on the practice, I may also ask to see relevant reports, processes, communications or areas of your practice-management system.
Where useful, I may speak briefly with relevant members of your team too.
- 3
The operational review
This is predominantly my work.
I'll review what you've shared, look across the 13 areas and identify connections between the issues rather than simply treating each symptom separately.
I bring more than 25 years of experience across operations, systems, customer service and business management — including senior management and Director-level experience — alongside my practical knowledge of healthcare practice operations.
That means I'm looking at the practice through two lenses:
What works well in healthcare and wellbeing practices?
What proven operational approaches from larger organisations could help this smaller business work and grow more effectively?
The answer isn't to make your practice more corporate.
It's to bring in the structure that genuinely helps while leaving behind the bureaucracy that doesn't.
- 4
Your report & 90-day plan
I'll bring everything together into your Practice Performance Report and prioritised 90-day improvement plan.
- 5
Review conversation
We'll then talk through the findings together.
I'll explain what I've found, what I believe deserves attention first and why.
You'll have the opportunity to ask questions and talk through the practicalities of making the changes.
You then decide what happens next.
We're reviewing your workload, not adding to it
Most of the work sits with me
For most practices, your direct involvement will typically be:
- A free 30-minute Practice Discovery Call before you commit
- Around 60–90 minutes helping me understand the practice
- Providing access to agreed information, systems or documentation
- Brief clarification questions where needed
- Up to 60 minutes to talk through your finished report and priorities
The remaining investigation, analysis and preparation happens away from your clinical diary.
The complete Review will normally be delivered within two to three weeks, subject to access to the information needed.
Fixed-price operational review
Practice Performance Review™ — £995
For most independent healthcare and wellbeing practices, the Practice Performance Review is £995 fixed price.
This includes:
- Initial review and information gathering
- Structured owner/practice lead session
- Review across the 13 operational areas
- Review of relevant systems, workflows and documentation
- Practice Performance Report
- Prioritised 90-day improvement plan
- Review/debrief conversation
- Clear recommendations for what should happen next
There are no additional hourly charges for producing the Review.
Book a Practice Discovery Call£995
Fixed price
No VAT.
Larger or more complex practices
A larger multi-site practice, particularly complex operation or business requiring input from several team members may need a wider review.
If that's the case, I'll explain the additional scope and provide a fixed price before you decide whether to proceed.
You won't discover halfway through that the price has changed.
Your report. Your choice.
You don't have to hire Done Virtually to implement it
This is important.
The Practice Performance Review is designed to have value even if we never work together again.
Once you've received the report and 90-day plan, you can:
Implement it yourself
If you have the capacity and confidence to make the changes internally, brilliant.
Work through it with your existing team
Use the report to agree priorities and allocate actions within the practice.
Ask Done Virtually to help with a specific improvement
If one or more areas need additional expertise or implementation support, they can become clearly scoped Practice Improvement projects.
Develop an ongoing operational partnership
If the Review shows that the bigger issue is how much of the operation continues to depend on you, we can talk about whether Practice Operations would give you the support you need.
There is no obligation to take the next step with Done Virtually.
The Review is not a disguised sales process.
What happens next depends on what you need
Review. Improve. Manage. Grow.
Understand how the practice really works today, what's getting in the way and where the greatest opportunities lie.
The Practice Performance Review sits here.
Fix the systems, processes or workflows that will make the biggest difference.
This may be work you implement yourself, with your team or through a Done Virtually Practice Improvement project.
ManageWhere more ongoing support is needed, build greater structure around the day-to-day running of the practice and bring an experienced operational partner alongside the owner.
GrowCreate the systems, capacity, team confidence and operational foundations needed to grow without everything continuing to depend on you.
Each stage is optional.
You don't have to move through all four and you don't have to use Done Virtually for the next stage.
Start at the right place
Power Session or Practice Performance Review?
Practice Systems Power Session — £195
Choose this when:
You already know what the problem is.
For example
- A WriteUpp or Cliniko workflow isn't working
- Your forms need improving
- Your booking process is clunky
- You want to improve reminders or patient communications
- A particular process needs reviewing
- You need guidance on how to improve something yourself
Two hours of focused expertise, used flexibly in the way that gives you the most value.
Explore the £195 Power SessionPractice Performance Review™ — £995
Choose this when:
You know things could work better, but the issues are wider or you're not sure what needs fixing first.
We'll look across the practice, identify where the real constraints are and give you a prioritised plan for what to address.
Is this right for your practice?
The Practice Performance Review works particularly well when…
- Your practice has grown and the way you run it hasn't quite caught up
- Too much operational knowledge still sits with you
- You're busy but not convinced the practice is working as efficiently as it could
- You have several things you'd like to improve and don't know which to prioritise
- You're considering growing the team or introducing new services
- Your practice-management system has developed organically over time
- You're losing appointment capacity through cancellations, DNAs or inconsistent processes
- You don't have the visibility or management information you'd like
- Your team works hard but responsibilities or processes aren't always clear
- You want an experienced outside perspective before making more changes or spending more money
And sometimes you won't need one
For a solo practitioner with a straightforward setup and one specific problem, a full Practice Performance Review may be unnecessary.
If I think a £195 Power Session or targeted Practice Improvement project will give you what you need, I'll recommend that instead.
More than a software review
Looking at your practice through an operational lens
The Review isn't limited to whether your booking system or admin processes work.
My background spans more than 25 years across administration, customer service, systems, process improvement and operational management, including more than 15 years in management and four years at Director level.
Today, that experience is combined with hands-on work within healthcare and wellbeing practices.
I understand the realities of clinical diaries, patient communication, practice-management systems, DNAs, referrals, utilisation and the pressures that come with running a growing independent practice.
But I can also step outside the day-to-day and bring ideas and ways of working from much larger organisations.
The result is senior operational thinking, adapted to the size, culture and ambitions of your practice — without unnecessary corporate complexity.
Free 30-minute Practice Discovery Call
Not sure what's getting in the way of your practice?
Tell me what's frustrating you, what's taking too much of your time or what you'd like the practice to be able to do next.
We'll spend 30 minutes looking at what's happening and I'll tell you whether I think a Practice Performance Review would genuinely help.
If there's a simpler or less expensive way to solve the problem, I'll tell you that too.
Practice Performance Review™ — £995 fixed price
No charge for the initial call. No obligation. No hard sell.