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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)
E#18 - Clinic SOPs, Follow-Up Debt, Your Clinic CRM Doesn't Have a User
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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 automate or scale.
The conversation also introduces the concept of follow-up debt — the slow accumulation of missed follow-ups, stalled patients, and unresolved issues that quietly undermine growth and patient trust.
Topics covered include:
- What SOPs actually mean in a healthcare setting
- Why intake SOPs get attention — but recall and issue resolution don’t
- How undocumented nuance breaks automation and AI workflows
- The difference between complaints vs bad feedback — and why escalation matters
- Why CRM systems struggle with real patient journeys
- Transactional vs relational patient communication
- The limits of rules-based automation in healthcare
- Where AI helps — and where human ownership is non-negotiable
This episode is essential listening for clinic owners, operators, and healthcare leaders who want to understand why patients drift, why recall fails, and how operational debt quietly builds inside growing practices.