Case study
Healthcare
Cutting patient wait times by 27% across six clinics, without adding staff.
Fieldstone Health’s clinics were busy, but patients were waiting too long and staff were stretched. We redesigned how each clinic runs its day, then rolled the new model out across the network.
6
Clinics rolled out
5 months
Project length
2025
Year completed
01
About the project
A growing clinic network under daily pressure.
Fieldstone Health runs six private clinics offering physiotherapy, diagnostics and specialist consultations. Demand had grown every year, and so had the queues in its waiting rooms.
The team’s instinct was to hire more clinicians. Before doing that, the COO asked us to find out whether the clinics were using the capacity they already had, and how to make every day run more smoothly.
Client
Fieldstone Health
Industry
Private healthcare
Location
Leeds, UK
Timeline
5 months
Services
Operations, service design, change
02
The challenge
Full waiting rooms, empty consulting rooms and no single view of the day.
Long, unpredictable waits
Patients waited 34 minutes on average, and often much longer.
Average wait cut to 25 minutes, with far fewer long delays.
Clinicians stuck on admin
Up to a fifth of each clinician’s day went on paperwork.
Admin moved to a small central team, freeing time for patients.
Booking that fought the day
Appointment lengths didn’t match the treatments being given.
Appointment types redesigned around real treatment times.
Every clinic ran its own way
Six clinics, six ways of working and no shared measures.
One clinic model and a daily dashboard used in every site.
03
How we got there
Fix one clinic properly, then roll it out to the rest.
Weeks 1–3
Observe
Weeks 4–8
Redesign
Weeks 9–14
Pilot
Weeks 15–20
Roll out
04
The results
More patients seen, less waiting and a calmer team.
Fieldstone now sees more patients every day with the same team, and has put its hiring plans on hold.
6
Clinics rolled out
+18%
Appointments per day
4.8/5
Patient satisfaction
Daniel Reyes
COO, Fieldstone Health
Client
Fieldstone Health