Customer Success Story: How Kingsbridge Healthcare Group Scaled Ireland’s Largest Private Healthcare Network with Compucare

Organisation Type: Independent Private Healthcare Group 
Location: Northern Ireland and Republic of Ireland
Employees: 900+
Clinicians: 450-600 consultants
Sites: 4 hospitals and 6 outpatient centres
Beds: 70+ inpatient beds
Annual Patients: 120,000+ (over 250k outpatient appointments but 120k+ unique patients)
Annual Procedures: 35,000+
Key Specialities: Orthopaedics, Ophthalmology, General Surgery, Cardiology, Gastroenterology, Neurology, Dermatology, ENT, Oncology, Urology, Endoscopy, Health Screening

Key outcomes

• Single Patient Administration System across 15 sites  
• Supports 250,000+ patient interactions and 35,000 + procedures every year  
• Enables 900+ staff and hundreds of consultants with a single source of truth  
• Over 2,000 patients actively use the Patient Portal each month. 
• Over 95% of Patient Portal activity completed without staff intervention  
• More than 30,000 patient information views every month  
• Supports continued growth through integrated workflows and scalable operations  
• Delivered dual-currency functionality to simplify cross-border healthcare payments 

Over the last two decades, Kingsbridge Healthcare Group has transformed from a single clinic on Belfast’s Lisburn Road into the largest private healthcare provider in Northern Ireland, with

hospitals, outpatient centres and clinics operating across both Northern Ireland and the Republic of Ireland.

Today, the Group treats more than 120,000 patients annually, performs over 35,000 procedures and continues to expand capacity to meet growing demand for private healthcare.

With that growth comes increasing operational complexity. Supporting multiple hospitals, hundreds of consultants and thousands of patient journeys requires technology that can scale without compromising clinical quality, operational efficiency or financial performance.

At the centre of Kingsbridge’s digital ecosystem sits the Compucare® system.

As the Group’s authoritative Patient Administration System (PAS), Compucare provides the trusted foundation for patient administration while integrating with Kingsbridge-developed and third-party applications to support clinical, operational and patient-facing workflows.

“Technology is the vehicle for growth and must never become the roadblock to it.”

Richard Bell, Group Project Manager & Compucare Product Owner, Kingsbridge Healthcare Group

Meeting Growing Demand Through Technology

Kingsbridge’s priority is simple: improve access to high-quality healthcare across the island of Ireland. 

With NHS waiting lists at record levels and increasing numbers of patients choosing private treatment, the organisation continues to invest in expanding capacity while maintaining the highest standards of care. 

Alongside clinical excellence and patient safety, operational efficiency has become equally important. 

Current PHIN data shows that 98% of patients rated their experience at Kingsbridge Private Hospital Belfast as good or very good, rising to 99% at Kingsbridge Private Hospital North West. 

For Richard, technology plays a fundamental role in maintaining these standards at scale. 

Compucare provides Kingsbridge’s patient administration foundation, integrating with internally developed and trusted third-party applications to support specific clinical and operational workflows. This connected ecosystem reduces manual administration, improves reporting, and gives teams greater visibility of bookings, waiting lists, diagnostics, payments and patient activity, helping staff identify delays, make better use of capacity and spend more time focused on patient care.

Growing Without Increasing Complexity

As Kingsbridge expanded through acquisitions, new hospitals and additional services, maintaining consistency across the organisation became increasingly important.

Rather than allowing every site to operate differently, Kingsbridge viewed expansion as an opportunity to identify and adopt best practice across the Group. 

One of the core operational priorities has been ensuring that growth creates opportunities for economies of scale rather than increasing complexity through local variation. Every new hospital brings valuable expertise and established ways of working, so rather than imposing a single operating model, Kingsbridge focuses on identifying the strongest approaches, integrating them across the organisation and continuously improving existing processes.  

Technology plays a central role in making this possible. 

Its technology must support increasing numbers of patients, sites, services and staff without creating unnecessary complexity or slowing the organisation down. Scalable technology enables new hospitals to be integrated more quickly, supports standardised operational processes, automates routine tasks and allows new services to be introduced without continually increasing administrative overhead.

“Technology is not simply a support function; it is a core enabler of sustainable growth.”

Helping Shape Product Innovation

Kingsbridge first began discussions with Streets Heaver during 2019 and 2020 before going live with Compucare across its Belfast sites in September 2021. The deployment has since expanded across our North West and Sligo sites. 

Open communication, dedicated product ownership and a shared commitment to innovation have enabled Kingsbridge and Streets Heaver to work as true technology partners, turning operational insight into meaningful product improvements. 

Kingsbridge has become an early evaluator of several new Compucare capabilities, including Patient Portal, Compucare Ward and Compucare’s intelligent AI assistant, NIVA. 

By contributing real-world user stories and operational feedback, Kingsbridge has helped shape future product releases, reflecting a shared commitment to continuous innovation supported by robust governance.

“We try not to let perfection become the enemy of progress.” 

Richard explains that new technology rarely solves every requirement immediately. Instead, Kingsbridge uses structured product ownership, stakeholder engagement and controlled pilots to evaluate opportunities responsibly. 

Kingsbridge takes a measured approach to innovation, carefully evaluating security, data protection, clinical safety, governance and operational impact before using phased pilots to validate new capabilities and support informed adoption.

Compucare Across the Organisation 

Compucare supports every stage of Kingsbridge’s patient journey. 

From referrals and outpatient appointments through diagnostics, surgery, discharge and billing, the platform acts as the organisation’s operational backbone and trusted master record for patient administration. 

Clinical, operational and financial information is brought together within a single connected environment, reducing duplication, limiting manual reconciliation and giving staff a shared, reliable view of patient activity. 

“This joined-up view is one of Compucare’s greatest strengths and a key reason it remains central to our day-to-day operations.”

Giving Patients Greater Digital Control

Patient Portal was originally introduced to support online appointment booking. 

However, Kingsbridge quickly discovered patients valued something else even more, immediate access to information. 

Today, more than 16,000 registered Patient Portal users attended Kingsbridge hospitals during the last year, alongside significant use of guest functionality for forms and payments. 

Around 20% of new consultations are now booked through Kingsbridge’s online booking platform. 

Even more significantly, over 95% of Portal activity relates to patients viewing appointments, letters, invoices, receipts and transactions. 

During a typical month, Kingsbridge records more than 30,000 information-viewing events across approximately 4,000 to 5,000 login sessions.

Each time a patient checks an appointment, reads a letter, reviews a transaction or completes a routine action online, their need is met conveniently without requiring direct staff intervention. 

By enabling patients to complete routine tasks themselves, Kingsbridge has significantly reduced avoidable telephone calls and administrative workload, allowing staff to focus more time on complex queries and patient care while enhancing the overall patient experience. 

Staff have responded positively, particularly appreciating the ability to direct patients online for documents and appointment information. 

Patients have embraced the convenience of viewing appointments, correspondence, invoices and results with very little guidance, demonstrating that the Portal is both intuitive and valuable.

Driving Operational Efficiency

Compucare® provides Kingsbridge with a consistent operational foundation across its hospitals and clinics, with an patient administration record supporting standardised processes, automation, reporting and integration across the wider digital ecosystem. Together with Patient Portal, it has streamlined routine administrative tasks, enabling staff to spend less time on activities such as reissuing documents, checking appointments and processing routine payments, and more time supporting patients with complex needs.  

Better access to connected, real-time information has also transformed organisational decision-making, providing faster, more consistent and evidence-based insights through seamless integration with Kingsbridge’s business intelligence platform and a single source of truth for management teams. 

Solving Real Operational Challenges Together 

One recent example of collaboration involved developing dual-currency capability within Compucare. 

Serving patients across both Northern Ireland and the Republic of Ireland means Kingsbridge regularly supports patients using the Northern Ireland Planned Healthcare Scheme. 

Previously, reimbursement in euros while paying in sterling created unnecessary friction. 

Working closely together, Streets Heaver developed dual-currency functionality for Compucare. 

Richard describes the outcome as particularly impressive. 

“Delivering such a fundamental enhancement to the core platform within a matter of months was extremely impressive. Achieving a successful end-to-end test with the first release demonstrated both the quality of the development and the strength of the collaboration between vendor and client.” 

More Than a Software Supplier 

Richard believes Streets Heaver stands apart through its collaborative approach and commitment to continuous improvement, with a clear ambition to develop tools that feel modern, polished and intuitive to use. 

Combined with genuine openness to customer feedback, this creates a relationship that extends beyond software implementation. 

“We see Streets Heaver as a strategic technology partner. Compucare sits at the centre of Kingsbridge’s patient administration environment and provides the core platform on which many of our operational, clinical and financial processes depend.” 

The relationship continues to evolve through shared innovation, structured engagement and a long-term commitment to improving healthcare delivery. 

Driving the Next Phase of Digital Transformation 

Looking ahead, Kingsbridge continues to expand its digital capabilities as part of its wider strategy to improve patient access, expand capacity and create a more digitally enabled patient journey. Automation, system integration, patient self-service and AI-supported workflows will all play an increasingly important role in supporting both patients and staff. 

As part of this journey, Kingsbridge is evaluating Compucare® Ward, which is expected to reduce printing, physical storage and administrative effort while improving auditability and visibility across inpatient workflows. The organisation is also exploring Compucare® Clinician Pro to create a more connected experience for clinicians, alongside NIVA, where both conventional and generative AI are being evaluated to improve consistency across patient pathways while reducing pressure on teams. 

Every technology investment is carefully assessed against patient benefit, staff experience, security, clinical safety, governance, architectural fit, measurable efficiency and implementation effort, ensuring new capabilities deliver scalable, consistent improvements without compromising the high standards expected in healthcare. 

For Richard, this also reinforces the importance of working with technology partners that continue to evolve alongside healthcare providers. 

“It is essential that we innovate and evolve in unison. We value partners that continue to invest in their products, listen to customers and work constructively with product owners to turn operational needs into safe, usable capabilities.” 

A Partnership That Continues to Evolve 

Looking back, Richard believes the greatest success has been the ability to grow together. 

“As Kingsbridge has grown, Streets Heaver has remained engaged with our changing operational needs and has worked constructively with us to turn practical challenges into meaningful improvements.” 

That collaborative approach has enabled Kingsbridge to introduce new capabilities, improve established workflows and explore innovation with confidence. 

Asked what he would say to another healthcare organisation considering Compucare, Richard offers one final piece of advice: 

“Look beyond the initial implementation and consider the long-term opportunity. Compucare is a mature and continually developing platform, supported by a team that is willing to listen, collaborate and respond to the realities of healthcare delivery.” 

For Richard, the success of the partnership comes down to a shared mindset. Built on open dialogue, mutual trust and a willingness to challenge one another constructively, the relationship continues to evolve with a shared focus on delivering better experiences for both patients and staff.