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The Business of a Clinic (BOAC)
The Business of a Clinic (BOAC) is a podcast for private healthcare leaders who want to run not just a great clinic, but a great business. Each episode explores the overlooked commercial side of healthcare — how to grow revenue, improve patient retention, fill empty calendars, and build high-performing front-office teams.
Hosted by the team at Coherent and led by founder Jared Aaron, we sit down weekly with clinic owners, practice managers, and industry experts to unpack the real challenges behind no-shows, cancellations, and disengaged patients, and share practical frameworks and playbooks that any clinic can apply.
If you’re a private healthcare operator such as dentist, aesthetic practitioner, chiropractor, physio, or private GP looking to bridge the gap between excellent care and effective business operations, this is your roadmap to running a clinic that thrives — for your patients, your staff, and your bottom line.
The show is hosted by Coherent: Coherent Healthcare is a Clinic Revenue Winback company, helping private healthcare practices unlock hidden revenue. By rebooking no-shows, cancellations, and lapsed patients — and by simplifying how clinics collect payments — Coherent enables practitioners to fill their diaries, improve cashflow, and focus more on patient care.
The Business of a Clinic (BOAC)
Why Clinics Fail at Recall: The Hidden Systems, Behaviours & Blind Spots Killing Growth | BOAC E11
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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:
🔍 The myths clinics believe about recall
- “We call patients the moment they miss an appointment.”
- “We send three emails and three phone calls — so we’re on top of it.”
- “Our team is great with leads, so we’ll just reuse that process.”
- Spoiler: none of this works in reality.
📉 Why traditional recall fails
Wrong channels (email + daytime phone calls = dead on arrival)
- Wrong timing (recall when you’re free, not when patients actually respond)
- Wrong people (recall is not an admin job — it’s a revenue-centric coordinator role)
- No measurement, no reporting, no optimisation
🏥 The operational ceiling every clinic hits
Clinics try to “just hire someone” — but one person cannot handle the complexity, data, timing, sequencing, or volume of a modern recall engine.
And when that person goes on holiday? The entire revenue function collapses.
(We call this the Holiday Blackout.)
📈 What great recall actually looks like
A business function, not a side duty
- Multi-channel, multi-touchpoint, personalised communication
- Timing optimised around patient behaviour, not clinic convenience
- Full funnel visibility: who is disengaged, why, and what to do next
💡 The uncomfortable truth
Most clinics say they don’t do “sales.”
But if you have a website, run ads, post on social, or want patients to come back — you already are in sales.
You just don’t have the structure, talent, or tooling to run it properly.
🔧 The rise of PRM
Jared also explains the difference between:
- PMS
- CRM
- PRM (patient relationship management)
…and why PRM is becoming the missing engine inside modern private healthcare.
🎧 Listen if you want to learn:
- Why your recall program “feels” active but produces no results
- Why thousands of patients in your database have no next appointment
- Why clinics overspend on marketing instead of fixing the real leak
- How to shift from reactive patient management to proactive
- What an end-to-end recall engine truly requires