Case Study: Heilendi GP Practice, Orkney

Creating a simpler, smarter way to access care

The Challenge

Heilendi GP Practice, based in an island community, wanted to make it easier for patients to access the right care while easing the pressure on their busy team. Many admin tasks, like sick notes and registrations, were time-consuming and manual, and patients often turned to the GP as the default, even when self-referral options were available.

Internal confidence in digital tools was low and the practice needed a solution that was simple to adopt, required minimal disruption, and could better support both staff and patients in the long term. Crucially, they also wanted to rebuild patient confidence, moving away from daily firefighting and helping people see the full range of support available.

What our clients say

Dr. Ingrid Seatter

Heilendi Practice



We have been working alongside Practest to build a new practice website with the aim of improving and developing existing processes and communication with patients. Their knowledge, experience and guidance has been invaluable throughout this process, which has resulted in streamlining administrative processes and improving digital access of clinical resources for patients.

The Solution

Working closely with the Heilendi team, we introduced a phased solution designed to build confidence and deliver meaningful impact without disruption.

A new NHS-compliant website: Designed to be accessible, easy to navigate and mobile-friendly, the site includes digital forms that replace repetitive admin tasks like sick note requests and new patient registrations — freeing up staff time and making the process easier for patients.
Resource hub for patients: We built clear signposting to other local services, helping patients self-refer where appropriate and reducing pressure on GPs.
Branded social media launch: To help patients engage with the changes, we created clear, supportive messaging and branded templates — enhancing trust and positioning Heilendi as a positive, proactive part of the community.
Simple systems, phased rollout: By avoiding the need for complex integrations or major IT changes, we helped the practice move at a pace that worked for them, while boosting digital confidence within the team.

The Outcome

The new website and digital tools have reduced the practice’s admin load and created a better experience for both staff and patients.

Key outcomes include:

Over a third of new patient registrations are now handled online, reducing pressure on reception and phone lines.
High-volume requests like sick notes are beginning to be handled through online forms, again freeing up phone lines.
Increase in website traffic and use of digital tools related to social media activity

Even small changes have made a difference, and the team noted that the digital forms are being used by patients they were initially concerned might not be tech-savvy, showing that the new tools are accessible and useful across a broad patient base.

Next Steps

Following the success at Heilendi, we’re now supporting their sister practice to roll out a similar solution — and are working with Heilendi to add new functionality that further enhances patient access and streamlines the workload for staff.

Visit Heilendi Practice

Transform your digital presence

Join the forefront of healthcare innovation with a website that prioritises patient care and compliance. Let’s create a digital front door that welcomes and supports your community.

Schedule a consultation