The Business of a Clinic (BOAC)

Every clinic starts with a simple promise: give great care to the patient in front of you. But scale changes everything. In Episode 20, Jared unpacks a core paradox: your clinic has finite capacity (rooms, hours, staff) — but your patient history grows forever . That mismatch creates “leaks” across the journey: leads that aren’t worked, consults that don’t convert, cancellations, DNAs, recalls, an...

In this episode of The Business of a Clinic , we speak with Sara Cheeney , Founder and Director of Pure Perfection , an established medical aesthetics clinic in North Wales, UK and a client partner of Coherent. Sara brings a rare combination of perspectives: a medical professional who embraces sales, targets, and commercial ownership — and sees first-hand how clinics quietly lose revenue despite d...

In this episode of The Business of a Clinic , we unpack the operational realities behind SOPs, follow-up, and patient retention — and why most clinics unknowingly leak patients long after treatment, consultations, or enquiries. We discuss why SOPs are rarely fully documented, how critical context lives inside people’s heads instead of systems, and why this creates risk when clinics attempt to auto...

Most clinics deliver excellent care in the treatment room — yet still lose patients quietly, months or even years later. In this episode of The Business of a Clinic , we break down where patient journeys actually fail, why recall is misunderstood, and why follow-up is one of the most strategic (not administrative) functions in healthcare. We explore why patients don’t “leave” clinics — they drift...

Most clinics don’t have a technology problem. They have a user problem . In this episode, Jared Aron breaks down why even “modern” practice management systems (PMS/EMR/EHR) often get used at 10–20% of their potential in real-world clinics — and why that gap creates downstream issues like DNAs, cancellations, poor follow-up, lost revenue, and hidden clinical/legal risk. We dig into the category err...

Most clinics believe their CRM is “good enough.” In reality, many are quietly losing patients, follow-ups, and revenue because they’re using systems that were never designed for healthcare. In this episode of The Business of a Clinic , we unpack why generic CRMs — from HubSpot to Pipedrive to GoHighLevel and even healthcare-branded variants — fail to support real patient journeys. These tools assu...

Most clinics believe they deliver great patient experience — and inside the building, they usually do. So why does engagement so often break down once the patient walks out the door? In this episode of the BOAC Podcast, we unpack the hidden gap in modern healthcare operations: the failure to actively manage patient relationships beyond appointments, reminders, and transactions. We explore why trad...

Every clinic believes they “do recall.” But in reality? Most are running a blunt, ineffective, unmeasured process that leaks revenue, frustrates patients, and quietly erodes growth. In this episode, Jared breaks down why patient recall, reactivation, and ongoing engagement cannot be done well in-house — and why clinics consistently underestimate the complexity of doing it properly. We unpack: 🔍 T...

In this glossary-style episode, we unpack the hidden patterns of “revenue malpractice” that quietly drain private clinics of profit and patient outcomes. We walk through a series of core concepts and give real-world examples from front desks, physio clinics, dentists, and hospitals, including: The Leaky Bucket – pouring money into marketing while patients fall out of the funnel Front of House Empt...

In this episode of The Business of a Clinic , we speak with Guy Mayout , Managing Director of The Cadogan Clinic — one of the UK’s leading plastic surgery and dermatology hospitals. Guy shares how he helped the clinic grow from a family-run specialist practice to one of the most respected names in aesthetics and dermatology, earning an Outstanding CQC rating for leadership. He discusses what it re...

What can we learn by comparing the US and UK healthcare landscapes? In this episode, we dive into the starkly different market dynamics shaping innovation, adoption, and patient experience across both systems. From AI-driven medical scribes to end-to-end clinic transformation models, we explore which solutions actually move the needle for providers and patients alike. We cover: Why the US healthca...

Reception can’t run your pipeline. Episode 04 defines a Clinic Sales Desk — the dedicated function for converting enquiries, taking deposits, and re-engaging lapsed patients. We cover ownership of revenue, why “sales” in healthcare is patient guidance, and a practical framework to grow from £1.2m to £5m without adding headcount prematurely. Show notes (bullet highlights) Sales Desk vs Front Desk:...

This episode explores the new generation of private clinic owners—commercially minded clinicians who pair great medicine with great operations. We discuss how hospitality principles are reshaping patient experience, why front-office execution determines cash flow, and where AI is (and isn’t) ready for prime time. Most importantly, we break down the single highest-leverage move any clinic can make...

When I ran my own clinic, I saw first-hand how broken healthcare operations can be. The care inside the treatment room was world-class, but everything around it—payments, follow-ups, patient experience—was messy, inefficient, and often painful for both staff and patients. In this episode, I share what I learned about why profit and care must work together. This isn’t about squeezing patients for m...