Frequently Asked Questions
Questions about working with Done Virtually
If you're wondering whether Done Virtually is the right fit for your practice, you'll probably find the answer below.
And if you don't, just get in touch. We're always happy to have an initial conversation about what's happening in your practice and whether we can help.
Working with Done Virtually
What types of businesses do you work with?
Done Virtually specialises in supporting independent healthcare and wellbeing practices.
We've worked with physiotherapists, psychologists and child psychologists, private medical consultants, women's health and menopause specialists, trichologists, speech and language therapists and other specialist healthcare providers.
Our experience ranges from supporting individual practitioners establishing a private practice through to established multi-site clinics.
If you're not sure whether your practice is the right fit, you're very welcome to get in touch.
Do you only work with healthcare businesses?
Healthcare and wellbeing is the specialist focus of Done Virtually.
Rachel's wider operational experience spans many different sectors, but focusing Done Virtually on healthcare means we understand many of the systems, workflows and operational challenges that independent practices experience.
If you're looking for broader operational support for a non-healthcare business, Rachel also runs Streamline Consulting, which works with growing founder-led SMEs.
Is Done Virtually a VA service?
Not in the traditional sense.
Done Virtually originally began by providing virtual business and administrative support, but the work we do today is much broader.
We still provide ongoing Practice Support where a clinic needs reliable help with administration and practice management, but we also work on systems, processes, patient journeys, operational improvement and the wider management of a practice.
So the right question isn't necessarily “Do I need a VA?”
It's: “What does my practice need to work better?”
Who will I actually work with?
Done Virtually is led by Rachel Brown, who personally oversees our client relationships and the operational and improvement work we deliver.
Depending on the type and level of support you need, some day-to-day Practice Support may also be delivered by a member of the team working under Rachel's direction and oversight.
This allows us to provide practical administrative support where appropriate while ensuring the bigger picture isn't lost.
For improvement projects, systems work and higher-level Practice Operations, Rachel remains closely involved and leads the work.
We'll always be clear about who will be supporting your practice and how the arrangement will work before we begin.
Will Rachel still understand what's happening in my practice?
Yes.
One of the benefits of working with Done Virtually is that your support isn't treated as a disconnected list of administrative tasks.
Rachel maintains oversight of the client relationship and the wider operational picture, so we can identify when something that looks like an admin problem may actually be a process, system, capacity or management issue.
That means we can help solve the cause of recurring problems rather than simply continuing to administer around them.
Choosing the right support
I'm not sure what kind of help I need. Where do I start?
That's very common.
You may know that too much depends on you, the administration feels harder than it should, patients are falling through gaps or your systems aren't working particularly well — without knowing exactly what needs to change.
Start with a Practice Discovery Call with Rachel.
We'll talk about what's happening, what's causing frustration and what you're trying to achieve. From there, we can recommend the most appropriate next step.
What's the difference between Practice Support, Practice Improvement and Practice Operations?
Practice Support is for the work that keeps the practice moving — day-to-day administration and practice-management support. Depending on your requirements, this may be delivered by Rachel or by a member of the team under her oversight.
Practice Improvement is for something that needs fixing or improving — systems, workflows, patient journeys, processes, reporting or the way your practice is operating. Rachel leads this work.
Practice Operations is for practices that need more ongoing operational management, oversight and accountability rather than simply additional administration. This is led by Rachel, drawing on her senior operational experience.
You don't have to work out which category you fit into before contacting us. We can establish that together.
What is a Practice Systems Power Session?
The Practice Systems Power Session with Rachel is a focused two-hour session for £195.
It's designed for practices that already have a fairly specific problem or improvement they want help with rather than needing a larger project.
That might include improving part of WriteUpp or Cliniko, setting up online booking, reviewing forms or communications, fixing an inefficient workflow or working through a particular practice-management problem.
We'll focus on the changes that will make the biggest difference within the time available.
What if I know something isn't working but I don't know what's causing it?
That's where a wider review can be useful.
Rather than jumping straight into changing software or adding another process, it's often better to understand what's actually creating the problem first.
Our Practice Performance Review looks across the operation of the practice to identify what's working, where the gaps and bottlenecks are and what should be prioritised.
You'll come away with clear recommendations and an improvement plan rather than a generic list of things you could do.
Can you complete the improvements for us?
Yes.
You don't have to implement everything yourself after we've identified what needs changing.
Depending on the project, we can design and implement workflows, configure systems, create processes and templates, introduce reporting, support your team and help embed the changes into the day-to-day operation of the practice.
Our approach is deliberately hands-on.
We don't just tell you what needs changing. We help make the change happen.
Can you provide ongoing support after a project?
Yes.
Some clients work with us for a defined improvement project and then manage things themselves.
Others ask us to stay involved through ongoing Practice Support or Practice Operations.
We can decide what makes sense once the initial work is complete. There is no requirement to commit to ongoing support simply because we've completed a project together.
Systems & healthcare experience
Do you work with WriteUpp?
Yes.
Rachel has worked extensively with WriteUpp across more than 10 healthcare practices.
That has included new system implementation, new-clinic setup, online booking, forms, automated communications, patient workflows, templates and wider practice-management improvements.
We don't just look at whether WriteUpp is technically configured correctly. We look at how it supports the whole patient journey and the way your practice actually operates.
Do you work with Cliniko?
Yes.
Rachel works hands-on with Cliniko within established healthcare practices, including operational workflows, patient administration, referral management, reporting and ongoing practice management.
If you're using Cliniko and something feels unnecessarily manual or difficult, we can look at whether the system, the underlying process or a combination of both needs improving.
Can you help us choose a new practice-management system?
Yes — but we won't recommend changing systems simply because your existing one is frustrating you.
Sometimes the problem isn't the software. It's the way it's configured or the process sitting around it.
We'll look at what the practice actually needs first and then determine whether your existing system can support it or whether moving to something else genuinely makes sense.
Can you help with patient journeys and communications?
Yes.
Patient experience isn't just what happens in the treatment room.
It starts from the first enquiry and includes booking, confirmations, forms, reminders, communications, follow-ups, payments, recalls and what happens after treatment.
We can map the existing patient journey, identify gaps or unnecessary manual steps and help create a more consistent experience for both patients and the team.
Can you help with online booking and automation?
Yes.
Depending on your practice-management system, this could include online booking, appointment confirmations and reminders, digital forms, standard communications and other automated workflows.
The objective isn't to automate everything simply because we can.
It's to use automation where it saves time, reduces errors and improves the patient experience without making the practice feel impersonal.
Pricing & practicalities
How much does it cost to work with Done Virtually?
It depends on the type of support you need.
Some services have a clear fixed price, such as the Practice Systems Power Session at £195.
Larger improvement projects are scoped and priced once we understand what needs to be done, while ongoing Practice Support or Practice Operations is based on the level and frequency of support required.
Wherever possible, we'll make the scope and cost clear before we begin so you know what you're committing to.
Do you charge VAT?
No. Done Virtually is not currently VAT registered, so VAT is not added to the prices shown.
Do you charge by the hour?
It depends on the work.
For defined improvement projects, we generally prefer fixed project pricing because it gives clarity about the outcome and cost rather than focusing on how many hours something takes.
Some ongoing or ad-hoc Practice Support may be charged differently depending on the arrangement.
We'll agree the basis of charging before any work begins.
Do I need to sign up for a long-term contract?
Not necessarily.
A Power Session or improvement project can be completely standalone.
If you need ongoing Practice Support or Practice Operations, we'll agree an arrangement appropriate to the level of support required.
The aim is to provide the level of support your practice actually needs rather than lock you into something unnecessarily.
Do you work remotely?
Yes.
Most of our work can be delivered remotely using Zoom/Teams and secure access to the relevant systems.
Rachel is based in Worcestershire and there may also be situations where on-site support is appropriate, depending on the practice, location and project.
How do you handle confidential patient information?
We understand that healthcare practices handle highly sensitive information, so confidentiality and appropriate access are taken seriously.
Where our work requires access to a practice-management system or patient information, access is limited to what is necessary for the work being carried out and managed in accordance with the practice’s information-governance requirements.
Where an associate is involved in supporting your practice, appropriate confidentiality, access and data-handling requirements will also apply to them.
Appropriate confidentiality and data-processing arrangements can be put in place where required.
Getting started
What happens on a Practice Discovery Call?
Your initial Practice Discovery Call will be with Rachel.
The first conversation is about understanding your practice rather than selling you a predetermined package.
We'll talk about what's happening now, what's causing frustration, what you've already tried and what you'd like the practice to look like instead.
If we think Done Virtually can help, Rachel will explain what we'd recommend as the next step.
And if we don't think we're the right fit for the problem, we'll tell you.
Do I need to prepare anything before the call?
No formal preparation is required.
It can be useful to think about:
- what's taking up more time than it should
- where patients or work tend to get stuck
- what still depends heavily on the practice owner
- which systems or processes frustrate the team
- what you'd most like to improve over the next few months
But don't worry if you can't clearly identify the problem yet. That's part of what we can explore together.
How quickly can you start?
Availability depends on the type and size of the work and our existing client commitments.
A focused Power Session can usually be scheduled more easily than a larger implementation or ongoing operational engagement.
Once we understand what you need, we'll be clear about current availability and realistic timescales.
Free 30-minute Practice Discovery Call
Still have a question?
If your question isn't covered here, or you're simply not sure what kind of support your practice needs, let's have a conversation.
You don't need to diagnose the problem before you contact us.
Book a Practice Discovery CallOr, if you already know there's a specific system or process you'd like to tackle:
Explore the £195 Practice Systems Power Session