Challenge
HCA Healthcare UK operates eight leading private hospitals in Britain, alongside outpatient, diagnostic, and GP services. During COVID-19, while much of the sector paused transformation, HCA chose to invest. A full diagnostic of the web estate revealed an unstable Sitecore platform, frequent outages, broken journeys, and low confidence among clinicians, stakeholders, and patients. The brief was clear – stabilise quickly, then build a world-class digital experience to drive patient growth and loyalty.
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Solution
Equator partnered with HCA to deliver a two-phase transformation - immediate stabilisation followed by a structured roadmap for long-term change.
The programme balanced technical remediation with experience redesign and stakeholder re-engagement.
- Re-platformed and upgraded the Sitecore instance to restore stability
- Established a clear, prioritised digital roadmap
- Re-engaged stakeholders through interviews and patient user testing
- Identified friction across journeys and translated insight into business goals
- Delivered short-term CRO, technical fixes, and functional enhancements
- Redesigned priority brand and marketing pages to improve goal completion
- Defined a long-term architecture including taxonomy, navigation, and search
- Improved mobile and responsive performance
- Introduced foundations for omnichannel personalisation
Results
100% site uptime and stability
34,733 new organic users
125% increase in organic keyword rankings
over 5,000 technical issues resolved including broken links and crawl errors in 2 months
Significant year-on-year digital revenue increase, despite the pandemic
Outcome
HCA Healthcare UK transitioned from digital instability to a resilient, high-performing platform that drives clinical excellence and commercial growth. The transformation restored organisational confidence, enhanced patient trust, and established a scalable Sitecore foundation for personalisation, optimisation, and future service expansion. Importantly, HCA did not just fix a website – it rebuilt a digital growth engine capable of supporting long-term patient acquisition, loyalty, and revenue in a highly competitive private healthcare market.