Lila's Desk
Lila's Desk
Published Aug 25, 2026
Most practices invest in a Practice Management System (PMS) expecting it to make administration easier. However, having the software alone is not enough to ensure a smoothly run clinic.
Poor configuration, inconsistent processes, unused features, and unnecessary manual work can mean practices spend far more time on administration than necessary.
In this blog, I will cover some of the most important areas every PMS should have properly set up to help a clinic operate as efficiently as possible.
“Important areas areas every PMS should have properly set up to help a clinic operate as efficiently as possible. “
Assistant at Lila’s Desk
Start by reviewing the users who have access to the system and ensuring that everyone has the correct role assigned. Staff members should only have permissions necessary to perform their duties. Limiting access not only improves security but also reduces the risk of errors.
Tip: Check who currently has access to your systems. Individuals who no longer support your private practice may still be able to log in or receive notifications if their access has not been deactivated.
I recommend carrying out regular reviews of appointment types and durations, clinician availability, and reminder settings. Keeping these up to date can significantly reduce unnecessary administrative work caused by rescheduling patients, cancelling clinics, or managing avoidable booking errors.
Tip: Check that your diary reflects upcoming conferences, annual leave, and bank holidays to prevent appointments from being booked when the clinic is unavailable.
Many patient communications are sent in the same format repeatedly. If your clinic regularly sends the same messages to patients, check whether these can be saved as templates or automated within your PMS.
Many systems now offer automation features. For example, patients booking a specific service can automatically receive the relevant preparation instructions. These automated workflows should also be reviewed regularly to ensure they remain accurate.
It’s equally important to review your existing templates. For example:
• Does your booking confirmation email still mention wearing Covid masks within the hospital?
• Are the phlebotomy department opening hours still correct?
• Are contact details and clinic locations up to date?
Small inaccuracies can cause confusion for patients and generate additional administrative work.
Review your clinic’s routine processes and establish clear, standard workflows for handling common tasks.
When everyone follows the same processes and communicates through agreed channels, efficiency and accountability improve considerably.
A well-defined workflow helps ensure that tasks are completed consistently and reduces the risk of miscommunication between team members.
Most modern PMS platforms allow patient details to be automatically populated into booking and request forms. Ensuring these forms are set up correctly for each practice location can save a substantial amount of administrative time.
For example, one of the most common forms I complete is the HCA London Bridge Hospital booking form. When completed manually, it takes approximately 15 minutes. Using the automation available within the PMS, the same form can be completed in just a few seconds.
These time savings may seem small individually, but they quickly add up across hundreds of patient interactions each year.
Choosing a PMS is only the beginning. Regular reviews, optimisation, and effective use of available features are what truly make a system efficient.
Taking the time to review user access, appointment settings, templates, workflows, and automated forms can significantly reduce administrative burden, improve patient experience, and help your clinic operate more effectively.
