How they do what they do
Many of our clients need a lot of hand holding with their administration. They are brilliant at what they do, being a physiotherapist or brain injury case manager but sometimes they’re not great at running a business.
If you think many start out in the NHS where everything related to admin systems is done for them. When they go private, they soon realise they need someone to create their invoices, set up their template forms, type up their initial assessments, proof read their reports, deal with their new enquiries, send out terms and conditions. What they really want to do is concentrate on seeing and treating their clients.
Why they do what they do
Our clients are deeply committed to helping people recover, improve their quality of life, and regain independence. Whether they are physiotherapists or brain injury case managers, their passion lies in providing expert care, not in handling administrative tasks.
Many of them started their careers in the NHS, where administrative systems were managed for them, allowing them to focus solely on their patients. When they transition to private practice, they quickly realise that running a business comes with a host of responsibilities they weren’t trained for—handling invoices, managing client enquiries, drafting reports, and ensuring compliance with paperwork.
Their driving force remains the same: to make a real difference in people’s lives. But to do that effectively in private practice, they need support in managing the operational side of their business, so they can focus on what they do best—providing outstanding care.
What they expect (standards, morals and ethics) and why
Our clients hold themselves to the highest professional standards because they work with vulnerable individuals who rely on their expertise, care, and integrity. Their expectations stem from their deep commitment to ethical practice, patient well-being, and professional excellence.
1. High Standards of Care & Accuracy
They expect every aspect of their business—clinical and administrative—to reflect the same level of professionalism they provide in their treatment. Reports must be accurate, invoices must be correct, and client communications must be clear and timely. Mistakes in administration can impact patient care, so they require efficiency and precision in all business operations.
2. Confidentiality & Data Protection
As healthcare professionals, they deal with highly sensitive client information. They must adhere to strict data protection laws, including GDPR, and expect anyone supporting their business to uphold the same level of confidentiality and security.
3. Integrity & Ethical Responsibility
Their reputation is built on trust, both with their clients and within their professional community. They expect honesty, transparency, and ethical decision-making in every aspect of their practice, from invoicing to record-keeping. Cutting corners is not an option.
4. Compassion & Respect
They work with individuals facing significant health challenges, often in distressing situations. They expect the same level of care and respect to be extended to their clients in every interaction, whether through emails, reports, or phone calls.
5. Reliability & Consistency
They need to know that their administrative support is dependable. Last-minute cancellations, delays, or inconsistency in document quality can cause disruption—not just to their workflow, but to their clients’ care.
Why These Standards Matter
At the core of their expectations is their responsibility to their clients. Their work directly affects people’s lives, and they cannot afford administrative inefficiencies or ethical missteps. They need a business that runs smoothly so they can focus on delivering the best possible care, without distraction or worry.
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