Cornwall Clinical Services
Large orthopaedic practice sees increased income, reduced admin costs, and happier patients since switching to MediOffice
Executive Summary
Cornwall Clinical Services (CCS), a well-established practice management company, was facing increasing costs, outdated software systems, and rising patient expectations. They were working in two software systems which was inefficient, expensive, and increasingly unable to support the demands of their growing practice.
The team needed a modern solution that could bring everything under one roof: patient records, billing, transcription, communication, and mobile access. After exploring the options, MediOffice stood out for its ease of use, responsive support, and forward-thinking features such as AI transcription and a patient portal.
Migrating to MediOffice was seamless. With all data transferred, CCS quickly began reaping the benefits of reduced outstanding debt, lower admin costs, fewer missed appointments, and improved communication with patients. The consultants particularly valued immediate access to patient records and the ability to use AI transcription to streamline their work.
For both the practice staff and patients, the move has delivered efficiency, financial savings, and an enhanced experience without major disruption.
Setting the Scene
Cornwall Clinical Services (CCS) is a group of 15 consultant surgeons and anaesthetists based in Cornwall and London. Established in 2003, the practice manages over 4,000 outpatient appointments and 1,800 procedures annually, supported by a small and dedicated admin team led by practice manager, Sara.
Since 2006, CCS had been working with two separate practice management systems, one for diaries and clinical records (integrated with the hospital system), and a second for billing. For many years, this dual-system setup was workable, however as the practice continued to grow it was becoming unworkable and inefficient.
The practice was evolving. Retiring consultants were being replaced by younger surgeons who expected modern, digital solutions. Expectations were also shifting – patients now wanted online booking, electronic letters, and the ability to pay invoices online. Meanwhile, the old systems were costly to run and offered little in the way of innovation or support so they agreed to look at more modern software systems.
The Challenge
Running two systems in parallel created duplication and unnecessary risk. Surgeons coded in one system, but those codes then had to be manually re-entered into the second for billing. This was a time-consuming process prone to error, with lost income a very real possibility.
The practice costs were also increasing in parallel, and transcription fees, postage for letters to patients and GPs, and day-to-day admin were eating into margins. The consultants were becoming frustrated when remotely accessing the software as it was clunky and unresponsive.
The Search for a Solution
Sara and her team drew up a clear set of criteria for a new practice management system. They required a single, unified platform with a secure patient portal for bookings, payments, and correspondence, along with a mobile app that consultants could access on the go. AI-based transcription was an essential feature to save time and reduce costs, and the system needed to include full data migration from the old platforms. Pricing had to be equal to or lower than their existing costs, while also delivering tangible financial savings through automation and efficiency. Finally, the team placed high importance on an intuitive, modern interface that both staff and consultants could adopt quickly and with confidence.
With these requirements in mind, Sara organised demonstrations of several systems.
The Decision
For CCS, the choice was clear. MediOffice offered the modern, all-in-one platform they were looking for, backed by a team who were proactive, responsive, and genuinely invested in making the transition smooth.
What ultimately won them over was the system’s ease of use that allowed the admin team to adapt quickly without the need for extensive training. They were also impressed by its features such as AI transcription, a patient portal, and mobile access, which would instantly modernise their operations. Cost savings played a key role too, as the monthly running costs were lower than their previous setup. Equally important was the partnership approach as the MediOffice team were open to feedback, eager to add new features, and provided unlimited support during setup and beyond. Above all, trust in MediOffice’s proven track record and commitment gave CCS the reassurance that their data was in safe hands.
The Implementation
The transition was managed to minimise disruption. Sara notified the old providers and worked with MediOffice to prepare the migration. Staff were given time to familiarise themselves with MediOffice ahead of the go-live date.
On the agreed migration date, the complete transfer took place, and patients, GPs, notes, letters, files, invoices, payments, and credits all moved seamlessly into MediOffice. Cross-checks confirmed that everything was in the right place. The new system had already been configured with consultant profiles, diaries, letterheads, fees, templates, and user accounts.
The practice quickly settled into new workflows, and the immediate benefits were clear – reduced admin, reduced outstanding debt, and improved communication with patients.
The Benefits
For Consultants:
• AI transcription reduced time and provided accurate notes and the ability to create structured operation records.
• Secure, real-time access to patient notes from any device, even when travelling.
• Shared records made it easy to support colleagues during periods of leave.
• Automated collection of patient reviews via Doctify enhance the practice’s reputation.
For the Practice:
• Outstanding debt was cut by more than 50% within months, thanks to automated payment reminders and easy online payment options.
• Electronic delivery of letters reduced postage and admin expenses.
• SMS and email reminders significantly reduced DNAs.
• Positive patient feedback from online payment options, ability to contact the practice via the portal, and fast turnaround of letters
The result was a practice that felt more responsive and efficient, delighting staff, consultants, and patients alike.
In Conclusion
The migration to MediOffice has transformed the way CCS operates. Costs are down, efficiency is up, and patients are experiencing a smoother, more digital service. Perhaps most importantly, the transition was achieved with minimal disruption, thanks to MediOffice’s structured approach and dedicated support.
Sara, the practice manager, sums it up best:
“Switching our practice management system was much easier than we expected. There was very little disruption, and the support from the MediOffice team has been excellent—it feels like a real partnership. The system is intuitive, it just works. We’ve onboarded a new staff member who was self-sufficient in a single day. Having worked with many systems over the years, MediOffice is by far the most user-friendly.”
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