Case 04 Healthcare services · 2025
Three clinic chains, one patient record.
Three outpatient chains were bought within a year and kept running on eleven systems. We ran the integration office through the first hundred days and beyond.
- Client
- An investor’s newly combined outpatient group, 38 clinics
- Services
- Integration, Digital operations
- Duration
- 20 weeks
- Team
- Tomasz Wójcik, Iva Stoyanova, Elena Marinova
What changed
Illustrative outcomes for a fictional client.1
114
Booking and records systems
62
Minutes to register a new patient
31 of 34
Integration milestones on schedule
The story
The situation
A healthcare investor acquired three outpatient clinic chains within twelve months. Together they had 38 clinics, eleven booking and records systems, three price lists and no shared management team. Patients moving between clinics were registered from scratch.
What we found
The investment case relied on shared purchasing and a single booking platform. Neither had an owner, and the clinical leads of each chain had been told contradictory things about what would change.
No site changed more than one major system at a time.
What we did
We set up an integration office reporting weekly to the new group chief executive, agreed in the first fortnight which decisions would be central and which would stay with clinics, and sequenced the systems work so that no site changed more than one major system at a time.
What changed
By week twenty the group ran on four systems instead of eleven, registering a new patient took two minutes instead of six, and 31 of 34 integration milestones had landed on schedule. Clinical staff turnover stayed at its pre-deal level.
Timeline
20 weeks
- DiagnoseWeeks 1–2
Integration thesis and day-one checklist.
- DesignWeeks 3–6
Decision rights: central versus clinic.
- ImplementWeeks 7–18
Systems consolidated clinic by clinic.
- Hand overWeeks 19–20
Group operations team takes the office.
The team
- Northbridge and this client are fictional. Figures are demo content written to show how outcomes would be reported, not results of a real engagement.