IT That Keeps Pace with a Busy Surgical Practice, Across Two Sites
Overview
Orthosport Victoria (OSV) has worked with BusinessWorks for more than 10 years, most of the practice’s 19-year history. In that time BusinessWorks has supported every major IT project, including the full IT fit-out of their new Box Hill site (which opened in March 2026 after a three-year build), consolidation onto a single PC and Microsoft 365 environment, and three server refreshes completed with zero disruption to staff.
The partnership has thrived with a team who champion customer service and genuine relationships. This includes their dedicated support person from BusinessWorks, Stu, who works with the team on site every week. “He’s pretty much part of our team. He is very well loved and appreciated and we’re very, very lucky to have him and the rest of the BusinessWorks team,” says Ash Stojanovski, Practice Manager.
About Orthosport Victoria
OSV was founded in 2007, and delivers orthopaedic care with a focus on restored movement, reduced pain, and support at each stage. The team are based in Melbourne with 14 orthopaedic surgeons, 40+ secretaries and locations in Richmond (inside a hospital) and Box Hill (a standalone facility). Each surgeon has two to three secretaries, making this practice larger than most. Their surgeons operate across public and private hospitals throughout Melbourne.
The practice is fully digital. This means patient records run through EMR software, surgeons don’t keep paper files, and day-to-day work relies on email, phones, scanning and printing. When surgeons are working in hospitals, they communicate with the practice via phone and email.
The Challenge
The OSV team work in an environment where downtime isn’t an option. They need technology that’s reliable and secure, responsive support, and IT foundations that support growth.
“If something happens and you’ve got patients with you, or you’ve got a surgeon who’s in an operating theatre and can’t access their patient records, that’s really, really time critical,” says Ash Stojanovski, OSV’s Practice Manager.
“Surgeons and administrative staff work in a very time sensitive industry, and rock solid uptime is critical. A small outage or disruption that’s not expected or managed can cause a flow on effect throughout the rest of the day, and when that involves a person on an operating table that time is very difficult to make up.” – Tim White, BusinessWorks’ Director.
Key challenges included:
- Fragmentation: Each surgeon has their own rooms, secretaries, systems and ways of working. IT needs to ensure everything can run under one environment without issue.
- Heavy infrastructure: The practice has a large fleet of computers, printers and scanners. When there’s issues, the practice needs responsive support so staff can keep their day on track.
- Time-critical work: If a surgeon is in an operating theatre, or a secretary is with a patient, they need to be able to access records. When they can’t, access needs to be restored urgently.
- Confidential data: The practice holds large volumes of patient data, including personal details and medical history. Security needs to be strong, without creating additional friction for staff.
- Legacy environment: The practice used a mix of Macs and PCs, which made technology harder to manage.
- Multi-site expansion: OSV’s Box Hill location is a standalone site; unlike their Richmond site which is part of a hospital. With no reception, the team needed solutions for out-of-hours patients, rooms without secretaries on site, and physical building security.
The Solution: A long-term, hands-on partnership
When OSV needed IT that kept pace with their busy surgical practice, they turned to BusinessWorks – a local technology partner who’d been around since 1987 and understood the IT demands of the healthcare industry.
Today, they’ve worked with the local IT provider for more than ten years. Throughout this time, BusinessWorks has made IT simple through proactive guidance, practical recommendations, ongoing improvement and turning up in person when it matters to provide hands-on assistance. The team have also supported OSV through major IT projects, including setting up a new site.
BusinessWorks’ Director, Tim White, reflects “Having solid, invested and long-lasting technicians working with OSV has allowed us to build a deep knowledge of how their team and the industry work, so we can support the desired result: healed patients.”
The Value of In-Person Support
A driving factor in the success of this partnership has been a dedicated on-site engineer. For OSV, this is Stu, who visits weekly and splits time between their Richmond and Box Hill sites as required. This long-standing relationship has ensured Stu has a comprehensive understanding of OSV’s priorities and evolving IT environment, and can provide proactive, clear recommendations for improvements. These are communicated without jargon, so the team can confidently make calls about whether to go ahead. Ash comments, “Stu has a great knack of being able to explain things, so they make sense and aren’t too confusing.”
The partnership has also allowed the practice to access after-hours support, and there’s been times where Stu has stayed on-site late into the night so the practice can open as normal the following day. “He’s always there to support the team and make sure everything’s working.”
This included heading to the team’s Richmond site on a Thursday afternoon, when a suburb-wide NBN outage affected primary and backup internet connections from 5:10PM. Stu was able to diagnose the issue, and set up a temporary 4G internet connection to cover the next day’s operations if needed. He stayed onsite and worked with the internet provider until 11PM, kept surgeons and key staff up to date, and resolved the issue that night. As a result, all systems were online for work the following day, and it was business as usual.
Stu reflects, “I’ve taken immense pride in supporting OSV over the last 8 years. Working with world renowned surgeons, their administration and research staff, all whilst working within a time sensitive industry is challenging, but very rewarding. Being a part of their team and developing technology to work alongside some of the most capable and skilled hands in the business is some of the most rewarding work l do in IT.”
A Reliable Service Desk
When Stu’s not on site, the team turn to BusinessWorks’ responsive Service Desk, who answer the phone within 26 seconds. From here, the Service Desk team determine whether remote support is suitable, or an on-site fix is required, and take the right next steps to minimise downtime and keep the practice running.
Supporting Growth from The Ground Up
As OSV’s long-standing technology partner, BusinessWorks was able to support the expansion to a new site from day one. In 2026 they were involved in the Box Hill site setup, providing planning assistance and working with the architect and builder to design IT systems, networking equipment, telephony, and security layout. The team worked through operational scenarios (including a lack of reception, out-of-hours access, and building security) and took the time to understand how these would integrate with existing systems.
From here the team preconfigured equipment and delivered it to site, and managed the installation of primary and failover internet connections. They also took care of procurement, including quoting, selling, and delivering computer equipment to site, and ensuring devices were set up and ready to go for surgeons. Administrative staff who moved to the Box Hill site also received training to work within a remote desktop environment, and were set up to minimise disruptions to normal workflows.
Throughout the process, the focus remained the same: a smooth transition with the least amount of disruption for staff.
Platform Consolidation
BusinessWorks’ proactive recommendations have also helped OSV to standardise their IT and simplify management. This has included email migration to Microsoft 365, a server refresh project, and a Genie to Gentu migration. The team also helped OSV shift from a mixed Mac and PC environment to a PC environment with Microsoft 365. This has ensured staff can access what they need, wherever they log in.
Seamless Server Refreshes
With BusinessWorks’ support, server refreshes are one less thing the business needs to worry about. The IT experts have completed three server refreshes over weekends, ensuring there’s no downtime to impact staff or appointment schedules. As a result, staff have been able to come in on Monday to a normal working day. “Stu just updated the server, and it all moved over and refreshed itself the way it was supposed to, so we didn’t really have to think twice about it.”
Simplified Security, Compliance and AI Governance
Throughout the partnership, BusinessWorks has ensured OSV can continuously improve cyber resilience and safely adopt new tools. This has included supporting security uplift by enabling multi-factor authentication across the practice, with ongoing upgrades so security can be strengthened without making systems harder to use.
BusinessWorks has also helped the practice’s surgeons navigate medical AI dictation tools, providing guidance around what’s safe to use and creating a shortlist of approved tools. The administration team is also exploring Copilot and building their skills through BusinessWorks’ Copilot webinar series.
The Results
As a result of this long-term partnership, OSV can run two sites seamlessly, and rely on fast issue resolution alongside major projects that are delivered without disruption to surgeons, secretaries or patients. And it’s a partnership that’s built on genuine relationships, support that’s there when it’s needed and recommendations that make sense – because they skip the IT jargon.
“We would recommend them without a doubt. They’re always across everything, and we’re very lucky to have them.”
What Other Healthcare Practices Can Learn
- Working with a healthcare IT specialist makes a difference. “You don’t have to go through the basic things of trying to explain to someone why confidentiality is important… they understand the urgency and being time critical.”
- A good technology partner leaves you confident every day – even as you scale. “If you have the right support, then it can make big projects seem less daunting.”
- Responsive support and reliable uptime matter, and the right technology partner understands that and delivers. With BusinessWorks’ help, most of OSV’s IT problems are resolved within 10 minutes of being reported (often much faster), uptime is over 99.99%, and outages are well planned and communicated.
Want to work with a technology partner who understands healthcare? BusinessWorks makes IT simple, every day. Learn how we can support your business here.
