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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)
Healthcare Is the Edge Case, Autonomous Front Desk, Start-to-Finish Care E#23
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Most healthcare providers believe they already “do follow-up.”
They call twice.
They send an email.
They assume patients will come back when they need care.
But when you open the practice management system and ask one simple question —
How many patients currently have no next appointment booked?
— the answer is often uncomfortable.
In this episode, we unpack the structural patient drift problem inside private healthcare clinics:
• Why up to 50% of patients who start care never complete it
• Why “we already follow up” rarely means what people think it means
• Why thousands (sometimes tens of thousands) of patients sit in systems with no discharge status
• Why 30%+ of patients miss essential annual reviews
• Why AI receptionists solve only a tiny fraction of the real issue
We explore the concept of the “Office of the MD” vs the “Office of the COO.”
Clinics are full of highly trained practitioners delivering world-class care.
But commercially?
There is usually:
- No retention team
- No sales team
- No operational strategy
- No structured follow-up infrastructure
- No ownership of the full patient journey
The result isn’t bad care.
It’s operational failure.
We also discuss:
• The difference between automation and true workflow ownership
• Why interoperability between PMS, CRM, and marketing tools usually breaks down
• The myth of “autonomous front office AI”
• Why healthcare is fundamentally an edge-case environment
• Why empathy still matters in high-value treatment decisions
• What “superhuman follow-up” actually means
• Why “eyes on, hands off” is the future of healthcare operations
Healthcare is not e-commerce.
You cannot afford to miss the 20% edge cases — because in healthcare, the edge case is the case.
If your clinic has:
- Thousands of patients with no next appointment
- Treatment plans that stall
- Annual reviews that go uncompleted
- Leads that never convert
- Cancellations that never rebook
Then this episode will challenge how you think about patient management — and what real operational transformation looks like.
⏱ Episode Breakdown
00:00 – Discovery calls and confusion about what we actually do
01:00 – The “spaghetti” patient journey
02:00 – Why less than half of patients complete care
04:10 – Lead conversion, post-consultation follow-up, recall
06:20 – The 30% missed annual check-up problem
07:40 – What is the real drop-off rate?
09:00 – Recurring care in MSK, physio, dentistry
10:10 – Thousands of patients with no status
11:10 – The missing Office of the COO
13:00 – Why AI receptionists are only 1% of the problem
14:20 – Interoperability, PMS limitations, and software overload
15:40 – Autonomous front desk vs augmentation
16:20 – Healthcare as a living organism
17:40 – Why healthcare is the edge case
18:10 – Empathy, treatment blockers, and feedback loops