Mr. Johnny McKenna is an Orthopaedic Surgeon at UPMC Sports Surgery Clinic, specialising in Ankle Surgery.
The owner of a successful orthopaedic private practice faced a critical challenge common among busy private practice owners: the increasing burden of administrative tasks. Repetitive evening administration was consistently cutting into their personal time and energy, creating stress and operational risk due to a lack of standardised processes. The surgeon needed to dramatically reduce their administrative load while simultaneously improving the patient experience. The current operational tempo was becoming unsustainable.
Perfect Practice was engaged as a business mentor to stabilise the clinic and implement long term efficiencies. Our approach centred on supporting the existing team with new systems and protocols to immediately reduce administrative queries. One of the most impactful changes was the introduction of standardised post operative protocols for common procedures. This simple step significantly reduced the number of patient queries, freeing up the administrative team’s time to focus on more complex tasks. Concurrently, we created staff handbooks and defined roles, ensuring that critical knowledge was no longer “in one person’s head,” which created a more resilient and self-sufficient team.
Perfect Practice’s intervention transformed the clinic into a highly efficient and resilient operation. The patient experience improved thanks to clear communication and a more streamlined process from referral to post op care. Most importantly, by implementing these clear workflows and empowering the team, the surgeon’s time was reclaimed, eliminating the need for repetitive evening administration. The practice is now future proofed, allowing it to grow without the risk of over reliance on a single person or the constant demand for out of hours work.
