Zero patient-facing outages in 12 months for a four-site physio group
Managed Services - Healthcare
Managed Services
a physiotherapy group
Snapshot
About this engagement
A physiotherapy group running four clinics had grown quickly over three years, adding sites and expanding clinical capacity without making equivalent investment in its technology infrastructure. The practice management system, booking tools, and clinical records platform were all running on a mix of legacy configurations with no centralised monitoring. System outages were happening every few weeks, appointments were being manually rearranged, and the practice manager was spending hours each month dealing with IT issues they were not qualified to resolve.
Challenge
What we were asked to solve
The group had no proactive IT monitoring in place and no dedicated technical resource. Every outage was discovered by staff or patients, resolved reactively, and absorbed as lost revenue and patient inconvenience. The practice manager was acting as de facto IT support while trying to run clinical operations.
Solution
How we approached it
We onboarded the group's full technology estate onto our managed services platform - deploying real-time monitoring, automated alerting, and structured incident triage with guaranteed response times. We ran a full infrastructure review in the first four weeks and addressed the highest-risk failure points before handing over to ongoing monitoring.
The group had zero patient-facing outages in the 12 months following go-live. Average incident response time dropped to under 20 minutes, and the practice manager reclaimed the time previously spent on IT problem-solving - redirecting it to clinical service improvement.
Results
The numbers that tell the story
Why us?
Why clients choose Reformat Labs
Built around your business
Our practice is built around the realities of growing businesses. Every framework and engagement is calibrated to what works at your scale.
Vendor-agnostic, always
No reseller agreements, no preferred vendors, no margin incentives. Our only interest is finding the right solution for your specific situation.
Focused on what moves the needle
We scope work tightly, avoid unnecessary complexity, and stay focused on what generates genuine business impact.
End-to-end capability
From first AI workshop to production deployment to ongoing managed operations, we cover the full journey without you needing to assemble a patchwork of specialists.