Client Spotlight: KMS – Maidstone, Kent

We recently met with Samantha Mulligan, Managing Director and Alison Race, HR and Finance Director of KMS Professionals Ltd, who shared with us their business journey.

“Kent Medical Secretaries was started in 2007, by Samantha and Jackie, who has since retired from the company almost four years ago.  As the company grew and was expanding beyond Kent, the name was changed to KMS Professional Services Ltd.  KMS now deliver practice management and support services to the private practice sector throughout the UK.

Samantha’s medical secretarial journey started when she was 18 and landed a maternity cover role as a medical secretary at Kent & Canterbury Hospital. She ended up being in the role for 4 years, transcribing letters and clinic notes from shorthand, before moving to St Thomas’ Hospital in London for four years. After some time spent travelling, Samantha’s next role was a job share with Jackie for the same surgeon at Maidstone Hospital, but when they both became disillusioned with their jobs, they ended up at the pub to discuss their future (where all good business decisions are made!)  Samantha and Jackie decided at that point they were going to collaborate with the consultants they were working for privately, so that they could take forward their idea of creating a practice management company, which is how KMS was born.

Samantha & Jackie weren’t sure how their idea would be met with local consultants and whether it would take off, but their way of working quickly proved very popular.  They needed the commitment from the consultants they were working for and that was quite challenging.  Two months into the journey, Alison joined Samantha and Jackie initially to manage the accounts and she is now an invaluable and widely respected member of the management team, responsible for finance and HR.  Alison’s management background in a corporate environment meant that her ideas and complete dedication to the company have been pivotal to the building of the strong foundations that are now in place.

With now three experienced and focused members of the company, KMS took on their first office which had to be a complete refurb, enlisting the help of family and friends to turn it into a useable office.  However, KMS rapidly outgrew that office and with the help of their then IT support, they managed to find their current offices in East Farleigh, which is now at 85% capacity.

Business growth is largely down to word of mouth referrals, so KMS have never needed to rely on marketing. Consultants would see the letterhead and chat to their colleagues about the options for practice management and would approach KMS based on their recommendations.  In the early years business snowballed and within probably three years, KMS had more consultants in London than they did locally.

KMS Professionals work with private practices nationwide to cover all aspects of practice management, and the consultants can utilise KMS for as much or as little as they like.  There is the option of the complete package for comprehensive practice management including phone answering, making clinic and theatre bookings, sending letters and liaising with insurers and hospitals, as well as helping consultants with standalone services of transcription and billing and collection.

Recently a big orthopaedic group at London Bridge Hospital commissioned KMS to take over their phone line after their marketing efforts were not successful – KMS took 500 calls in one month and successfully generated appointments that far exceeded the groups expectations.

KMS pride themselves on offering a top-level service, and KMS has now been running for 15 years this September, which is just incredible.

The big aspiration is to have a London office, mirroring the one in Maidstone as well as creating a virtual KMS team to compliment the current team. Having a London office would make it much easier for consultants to discuss options face to face rather than over the phone, which is sometimes beneficial. For this to happen, KMS need to take the time to ensure the people they recruit will provide the same level of service that has allowed the company to grow to the position it’s now in.

At the moment, KMS have a waiting list of consultants wanting to use the KMS service so we are currently focused on a recruitment drive!

The KMS team are from a variety of working backgrounds, and generally have a minimum of one year’s admin experience, but KMS really try and encourage everyone to develop themselves, support them as much as possible. KMS like to make the office environment as sociable and friendly as possible, with events like ladies’ day to build the team spirit in the office.

The KMS values are key to everything and the team are like one big family that care for each other; the office is a friendly environment with an opportunity for a growing career path. At KMS you never get bored as no two days are the same.

If anyone is looking for an admin job the door is always open.”

Visit https://kmsprofessionals.co.uk/careers/ for more details of how to join one of the UK’s leading practice management providers.