Total Orthopaedics
Executive Summary
When Total Orthopaedics, a prominent private orthopaedic practice in London, found themselves battling inefficiencies and frustrations with their existing practice management software, they knew it was time for change. Their search for a better, more intuitive system led them to MediOffice — a move that transformed their operations, freed up staff time, and allowed them to refocus on delivering exceptional patient care.
Setting the Scene
Founded in 2016, Total Orthopaedics has built a reputation as one of London’s leading orthopaedic practices, with multiple locations across Central and Greater London. The team includes nine consultants, a radiologist, and highly experienced administrative staff including Deborah who, together with senior consultant Mr Joyti Saksena, would play a pivotal role in their system change.
As the group grew, so did the complexity of its administration. The leadership recognised that their systems needed to keep pace — not only for patient care, but also for financial management, communication, and easy access to information.
Initially, they had moved from their original software system to another system, hoping for greater flexibility. While the new software offered a web-based interface, the reality fell short. The system was cumbersome, reporting was difficult, and even simple administrative processes involved endless clicks and workarounds.
The Challenge
The issues quickly piled up and included difficult navigation, poor reporting, inability to configure it to their needs, no mobile functionality, delays with queries to support and ever increasing costs.
Deborah summed it up “the team felt they were doing all the hard work configuring the system themselves, yet still not getting the smooth, integrated experience they had been promised, and that they needed”.
As a result, Total Orthopaedic leadership decided they needed to change software and it had to deliver three essentials - a user-friendly system that staff could learn and enjoy using, excellent functionality for reporting, billing, and patient communication, and responsive support, ideally with real people on the phone when needed.
The Search for a Solution
In early 2023, Total Orthopaedics’ leadership began evaluating new systems. They invited four market leading software providers, including MediOffice, to present their solutions.
They had a clear set of criteria, but above all they wanted a partner they could trust, not just a vendor.
From the very first meeting, the Total Orthopaedics team felt confident - with MediOffice “everything was possible or could be made possible”.
The Decision
After evaluating all four systems, the decision was taken to move to MediOffice. And there were three key reasons for this:
• Flexibility, the system could be tailored to the group’s exact needs without costly, time-consuming requests for amendments.
• Support, direct phone support meant problems could be addressed instantly, not days later.
• Proven track record, the MediOffice team’s reputation for smooth, accurate data migration reassured Total Orthopaedics that the switchover would be painless.
The Implementation
A two-week parallel run was planned, allowing the Total Orthopaedics’ team to test and get comfortable with MediOffice before going live. This overlap also served as a safety net, although in the end, the transition was so seamless it wasn’t needed.
From the outset all of the practice staff gained early access to MediOffice, working with the MediOffice support team to configure the system together for each consultant’s setup. This hands-on approach meant everyone was already familiar with the new platform before launch.
Two test imports of data from the old system were run to ensure accuracy prior to the final migration taking place. Everything went so smoothly that Joyti later said: “I barely remember going live, which is exactly how it should be.”
The Benefits
By moving to MediOffice, the team has gained a single, centralised system that eliminated fragmented records, streamlines patient communication through the patient portal, and provides fast, accurate reporting. The consultants can work from any location on PCs, tablets or phones, while integrated tools such as Doctify and AI-generated letters save them time and improve quality.
MediOffice is easy to configure by the team that together with the patient portal which has reduced patient calls, the practice is now more efficient overall whilst providing an enhanced patient experience.
Perhaps most importantly, the new system has given Total Orthopaedics the tools to support future growth including more self-pay patients and greater audit capability.
In Conclusion
For Total Orthopaedics switching to MediOffice wasn’t just about replacing software. It was about removing barriers, saving time, and giving both clinical and administrative teams a system that works with them, not against them.
MediOffice continues to be a key part of the practice, attending the group’s bi-annual business meetings, introducing new features, and implementing requested changes. With MediOffice’s support, Total Orthopaedics is set to grow stronger and more efficient, while keeping their focus firmly on delivering exceptional orthopaedic care.
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