Case Study: How Willow Psychology Scaled Their Service With Support From Eden Assistants

Running a mental health service is incredibly rewarding, but it also comes with a huge administrative burden. When the founder of Willow Psychology, Georgia Halls, reached out to Eden Assistants, she was struggling to keep up with paperwork and unable to focus on the clinical work that mattered most. 

What followed was a complete transformation of her business. This is her story. 

Background: An Overloaded Founder in Need of Structure 

Willow Psychology is a private mental health service that connects people in need of therapy with clinicians who specialise in different areas of mental health. Although the service was growing, Georgia found herself spending far too much time on paperwork, emails and back-end admin. 

She described her day-to-day life before Eden Assistants as “fairly unorganised” and said she was doing “a lot of unnecessary work”. The admin demands meant she had little time left for clinical work, and even less time for developing the service. 

It became clear that she could not progress the business while her days were dominated by paperwork. That was when she realised she needed support. She had never worked with a virtual assistant before, but she knew something had to change. 

Dr Georgia Halls - Founder of Willow Psychology Service

Choosing Eden Assistants 

Georgia first heard about Eden Assistants through her business coach, who strongly recommended the team based on their reputation and approach. She chose a UK virtual assistant without really considering offshore options, because the recommendation felt trustworthy and aligned with what she needed. 

What she hoped for was simple. She wanted someone who could organise her, streamline her operations and take away the mundane tasks that were preventing her from thinking about the bigger picture. She also wanted clarity, structure and a reliable partner she could grow with.

Support That Made an Immediate Difference 

Georgia was matched with Susie, an Operations Manager at Eden Assistants. From the first week, Susie made a noticeable impact. She took responsibility for the inbox, invoicing and keeping Georgia on track. She organised payment tracking, created clarity around what was paid and outstanding, and set up reliable systems that had been missing before. 

Annabel, another member of the Eden team set up Dubsado, which completely transformed the onboarding and offboarding process for both clients and clinicians. Georgia described this as “incredibly valuable”, because it removed manual paperwork and brought in a level of structure she had never had before. 

The onboarding process itself was a turning point. Georgia found it “really seamless” and said the conversations helped her understand not only what she needed help with, but also how to organise her own thought process. She described this part of the journey as unexpectedly helpful, because it allowed her to get clarity on what her business needed to move forward. 

Almost immediately, her workload became lighter. Tasks were completed quickly, and she could finally step away without everything falling apart. Within the first month or two, she took her first proper two week holiday and did not check emails once, something she had never been able to do before. 

The Results: A More Organised, Professional and Scalable Service 

Since working with Eden Assistants, Willow Psychology has become significantly more organised and far more professional in its day-to-day operations. Georgia described the change as “huge” and said the consistency, reliability and improved response times have elevated the quality of the entire service. 

She now has clearer structures for onboarding, scheduling, offboarding, finances, and managing client paperwork. She is no longer stuck in the weeds or confused about what needs to be done. Instead, she feels confident, supported and in control. 

While it is difficult to quantify revenue growth directly, she believes the new level of professionalism has strengthened Willow Psychology’s reputation and likely contributed to attracting new clients.

More importantly, she is now able to focus on strategy, clinical work and growing the service, rather than being buried in admin. 

Her work-life balance has also improved significantly. She can finally take time off, switch off properly and maintain healthy boundaries, all of which were impossible before outsourcing her admin.

The Human Side: Working With Susie 

When asked about her working relationship with her Eden Assistant, Georgia described Susie as “incredibly efficient, effective, and with the brain of a genius”. She said communication is always consistent and clear, and that Susie cares about the quality of the work just as much as she does. 

She also said that sometimes Susie notices things that she would have missed, and that this attention to detail has been invaluable. 

One example that stood out was when Susie completely reorganised years of invoicing, billing information and payment tracking. It was a huge task with countless invoice numbers, and Georgia said Susie “definitely put in the hours” to tidy everything up. That moment changed everything, because Georgia could finally see exactly what had been paid and what had not. 

When asked to describe Eden Assistants in three words, Georgia chose “effective, professional and life-saving”. 

Looking Ahead: A Long Term Partnership 

Georgia cannot imagine running Willow Psychology without Eden Assistants now. She said she would “crumble” without the support and plans to continue working with the team as the service grows. 

She actively recommends Eden to other small business owners and insists that although outsourcing might feel like an expense, it becomes “incredibly essential” once you realise how much efficiency and clarity it brings. 

Her advice to anyone unsure about whether to hire a virtual PA is simple. “Just give it a go. Even the onboarding process opened my eyes to what my processes should be. I found value in that alone.” 

A Calm, Professional and Scalable Service With Eden Assistants 

Georgia’s experience reflects exactly what we aim to provide as a modern virtual agency UK businesses rely on. Our goal is to deliver more than virtual PA services. We provide structure, clarity and the operational backbone that allows business owners like Georgia to focus on meaningful work rather than getting lost in admin. 

Willow Psychology is continuing to grow, and we are proud to be part of their journey.

If you want support that is modern, proactive and truly transformative, it is time to hire a virtual PA who can make your tools work for you.