CASE STUDIES
92%
compound growth rate
400%
higher productivity than competitor
The UK Vein Clinic are the only fully digital, consultant-led vascular clinic in the UK. Tracking patient outcomes in real time, the clinic supports the early treatment of varicose veins and offer a world-class service in multiple locations around the UK.
Like many small-medium healthcare providers, the business had been run in a traditional way. Relying on a combination of paper-based and several poorly integrated systems like manual downloads, pivot tables and manual reports, made it difficult to evaluate doctor performance and standardise patient outcomes. It was impossible to integrate and make sense of data for patients, accounts and marketing.
A lack of tech maturity was hindering the clinic’s growth, stagnating at 6% compound annual growth rate over 9 years. So, in 2018, The UK Vein clinic set the objective to improve their growth rate and become market leaders. But before they could invest ingrowing the business, they needed to address the following data-related issues:
- Understanding patient outcomes and thereby doctor performance
- Developing a granular insight into customer acquisition costs and life-time value at a channel or campaign level to support an increase in paid marketing investment
- Integrating operational systems to remove all duplication, and develop detailed performance dashboards
However, the executive team were apprehensive about engaging yet another IT company to improve their ways of working. In the past, they were let down by systems that weren’t fit for purpose and didn’t provide the sort of support they needed.
This is where Reddish Green stepped in. Encouraging the business to invest in a best-in-class business management system tailored both to their sector and their unique processes, since 2018, ReddishGreen have helped UK Vein Clinic achieve a 92% compound growth rate.
We’d been down this road before with the Lumeon patient management system and were worried we’d end up with another system that“nearly worked”, surrounded by several smaller systems to fill in the gaps. Industry based patient management systems are so focused on insurance billing & coding, they tend to do the business management essentials poorly. We decided to start the other way around with a best-in-class business management system, lightly modified to healthcare specific requirements. This would allow us to compete better for the things that would drive growth; new patient leads and doctor productivity.
Dr Peter Finigan, Vascular Specialist, UK Vein Clinic
The clinic needed an end-to-end, fully digital business process for their patient care pathway. This process would improve the patient experience in terms of outcomes and service levels, whilst optimising the use of consultant time as part of a multidisciplinary, specialist vascular team.
It was critical that this process should begin at the tracking of patient acquisition costs, both at a campaign level and matched to the patient lifetime value or clinical performance. To achieve world class results, all data relating to outcome studies, diagnostic scans, photos and treatment reports had to be integrated into the patient pathway, to be used later as part of the patient quality management process. Treatment outcome analytics is as important as business management analytics to the UK Vein Clinic.
A 3-year technology road map was designed to help the clinic overcome their immediate concerns with customer and patient management whilst moving the business towards a full-scale digital transformation.
To give the clinic confidence that the tech investment would deliver results, Reddish Green recommended a practical mid-step, implementing a low-cost CRM to manage marketing leads and capture important attribution data from Google, Facebook & Email. They extracted data out of the existing Lumeon patient management system, providing a patient/appointment level perspective for the first time.
Alongside integrations to Xero, Mailchimp and the8x8 phone system, the clinic was able to publish their first end-to-end patient report using Microsoft PowerBI analytics.
And for the first time, the clinic understood their marketing spend-to-sales ratio at a campaign, product & keyword level. While this was a gamechanger in terms of analytics, their processes remained fragile due to the number of systems they relied upon.
After 3 months of development, UK Vein Clinic launched its minimum viable system (MVP). Reddish Green migrated all the business processes (Lead management, Booking, Medical Reporting & Billing) to the Microsoft Dynamics CRM and PowerPlatform. And in July 2020, all paper was removed from the business, which could now be run from an iPad.
The clinic had integrated data across the various aspects of the business including Dynamics, Xero, Google, Facebook and the 8x8 phone system using their customised dashboards.
Today, the entire business process is available across seven dashboards, published daily. Spreadsheets are no longer used for routine management information. They can do anything from evaluating the impact of a new keyword to managing their clinical capacity. The quality of outcome data the clinic now collects means they’re able to begin their own independent clinical research.
Everyone has secure access through the cloud to the same data at the same time, which means the leadership team can focus on understanding performance and managing the business instead of worrying about producing data and creating reports. All Multi-Disciplinary Triage is completed online using digital records accessed from phone, laptop or iPad.
- Since implementing the Reddish Green solution, revenue has increased by 92% per year over the last three years. Structural and systemic barriers to growth have been removed.
- Clinician productivity is 400% higher than the traditional private healthcare model.
- Patient outcomes are tracked across 12 markers in real-time creating a demonstrable focus of treatment quality. Whilst most UK healthcare businesses rely on eminence, UK Vein Clinic can show evidence.
- Management can now track performance, rewarding high performing staff appropriately and providing support to those who need it.
- The effectiveness of marketing spend can now be evaluated and helps guide future marketing decisions.
- With access to better quality, correctly recorded and coded data, the clinic can now produce their own medical research from rich patient datasets.
Reddish Green were the right size to suit our needs. Expert, nimble, accessible and above all, passionate about the power of data to transform business culture & performance.We deal with the same people every time who know healthcare and what our problems are likely to be. The support has been excellent.
Reddish Green continue to provide strategic advice on their technology road map and maintain and support the management information dashboards which keep evolving as the business grows.
Reddish Green fully support the evolution and maintenance of the Microsoft Power Platform.
CRM Dynamics, Power BI, Power Platform
- Technology leadership & strategy
- Data discovery & dashboard recommendations
- Design of processes and data model to support business operations and reporting of KPIs
- Bespoke development of the Microsoft Power Platform
- Decommissioning old systems, migrating data and integrations where required
- Training and on-going adoption support to transition to the paperless system
