They are a very busy practice, and due to word of mouth, growth was rapid. Keeping up to date with new patient entries was beginning to be an issue, and the administrative team was overstretched. It was not making financial sense to keep adding new administrative team members.
With the thought of expanding the business, the practice needed patient feedback and had trialled sending out patient surveys. Unfortunately, only 30% of surveys were returned which was not enough data to make an informed decision about expansion.
The practice trialed an outsourcing company, but due to continuous communication barriers, had to abruptly stop the service within 2 months.