23 Years of Growth: How Hampden Sports Clinic digitised a multi-disciplinary clinic with PPS
I caught up with Andrea, Head of Business Operations at Hampden Sports Clinic, to talk all things PPS. She has been central to how the clinic uses the software and, having been with the clinic from the very start, has guided the team from a paper-heavy system to digital workflows, custom forms, automations, and integrations that keep their growing services running smoothly.
Solutions used:
23 Years of Growth: How Hampden Sports Clinic digitised a multi-disciplinary clinic with PPS
I caught up with Andrea, Head of Business Operations at Hampden Sports Clinic, to talk all things PPS. She has been central to how the clinic uses the software and, having been with the clinic from the very start, has guided the team from a paper-heavy system to digital workflows, custom forms, automations, and integrations that keep their growing services running smoothly.
Solutions used:
Overview
Challenges
- Managing multiple disciplines in one system
- Increasing demand for bookings outside office hours
- Off-site work required
- Information sharing with other organisations, including universities and insurance providers
Solutions
- Custom forms, appointment types, and booking options configured in PPS to cover all services
- Online booking lets clients book anytime and reduces admin load
- PPS Hosted provides secure access from any location
- Reports wizard enables easy extraction and analysis of data for internal use and sharing
About Hampden Sports Clinic
Hampden Sports Clinic is Scotland’s leading sports injury and rehabilitation centre, based at Hampden Park with satellite clinics at the University of Glasgow and the University of Strathclyde. Their multidisciplinary team includes physiotherapists, sports scientists, podiatrists, SEM doctors and massage therapists and more all working together to support recovery, performance, and long-term wellbeing.
With access to a rehab gym, and advanced health assessment facilities, the clinic offers evidence-based care for everyone from elite athletes to everyday clients.
A timeline of Hampden Sports Clinic’s evolution
Hampden Sports Clinic and PPS have developed a close partnership over the past 23 years, growing together as the clinic has evolved. When HSC opened in 2002, they were a small team, using a local installation of PPS and most of the clinic’s work was still done on paper. PPS appointment diaries were set up to keep track of appointments, but billing, clinical notes, and invoicing were all still managed manually.
As the clinic expanded, so did its use of PPS. By 2004, billing and admin were fully digital. To maintain continuity with their existing processes, they used PPS diary settings to replicate their paper colour-coding system, with insurance appointments in green, partner bookings in yellow, and other types following the same scheme. This allows staff to instantly recognise the kind of client or session they are managing.
The clinic now manages all billing in PPS, including insurance and third parties, generating over 200 invoices each month. They use features like split billing for excess payments, storing third-party contacts, and creating claim files via the Healthcode integration to streamline the process.
In 2014, HSC moved to PPS Hosted, giving clinicians secure access from any location, a key step when the team had to work offsite for the Commonwealth Games. The team embraced the online system and now have 25 hosted users. With two satellite clinics and practitioners frequently working offsite at sports events, universities, and clubs, having client data always available has made a huge difference.
Continuing on their path of onwards and upwards, in 2017, the clinic switched to digital clinical notes, replacing paper entirely. This gave clinicians instant access to client histories, improved continuity of care, and made managing a growing range of treatments much easier. All historical records were scanned into PPS, ensuring past consultations remained easily accessible. The team also use PPS’ Wibbi integration, making exercise prescription simple and efficient.
HSC have also embraced tools that continue to make life easier for clients and staff. Online booking was introduced in 2018, allowing clients to book appointments outside of office hours, reducing the burden on administrative staff and giving people more flexibility. More recently, the team have introduced SMS reminders for insurance excess payments, where they have seen a significant improvement and now plan to implement SMS appointment reminders to improve their DNA rates.
Streamlining Operations
The HSC team are always looking for ways to streamline operations and have embraced PPS’ newer features, including online client forms and automations. They have built a large library of bespoke forms for every treatment type, allowing clinicians to review vital client details ahead of appointments, saving time and improving understanding. Online forms are now used for new client registration, capturing consent, and during treatment sessions, making data management across practitioners much easier.
Custom forms are also used for reporting, and the team plans to expand this further by creating new forms that standardise data capture, making it simpler to analyse and compare information across departments. Using PPS’ custom form reports, they can gain clear insights while ensuring all practitioners work to the same standards.
To reduce manual tasks, HSC have fully embraced PPS Automations. They have set up custom automations for sending out new client registration forms and notifying staff when forms are completed, freeing up time and improving workflow. The team see this as just the beginning and are keen to explore more ways to use automations as the feature continues to evolve.
Data Security and User Management
With a large team across multiple disciplines and sites, HSC relies on PPS’s user access controls to keep the system secure and easy to navigate. Each user’s access is tailored to their role, from the type of data they can see to the functions they can use. The admin team handles most appointment management, billing, and other administrative tasks, so practitioners only see what they need for their work, such as treatment notes, client forms, and medical histories.
For off-site work, some users require access to book follow-ups or handle billing. PPS allows this without compromising security, giving practitioners the tools they need while keeping everything streamlined. Granular access controls ensure the system is simple to navigate, preventing staff from being slowed down by unnecessary tasks. For HSC, this level of control is essential. It protects sensitive client data, supports multiple sites and disciplines, and keeps processes efficient, helping the clinic maintain high standards of care.
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Looking Ahead
Hampden Sports Clinic isn’t slowing down anytime soon. Over the coming months, they are focused on rolling out payment options for online booking using PPS’s integrated provider, Dojo, making it even easier for clients to manage appointments and payments in one place. Alongside this, the team is keen to get SMS appointment reminders up and running to reduce DNA rates, building on the success they have already seen using SMS for insurance excess payments.
The clinic is also planning a review of its custom forms and the data it captures. By refining these forms and ensuring that the right information is captured in structured fields, they will be able to easily extract data for reporting and analysis, providing insight into treatment metrics, outcomes, and client progress. With over 10,000 physiotherapy clients seen each year, having accurate, accessible data is essential to keep services running smoothly and continue improving patient care.
Over the years, HSC have been approached by other software providers, but nothing has matched the flexibility and support they get from PPS. The team love the system and the way it grows with them, feeling more like a collaborative partnership than a traditional software setup. Andrea has taken full advantage of PPS training over the years, and support calls now feel like catching up with an old friend, with knowledgeable, helpful advice always at hand. The clinic continues to explore new ways to use PPS to streamline operations, support practitioners, and improve the client experience, confident that the system can evolve alongside their ambitions.
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