Practice Partners Podcast

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In this episode, Zac Pandur and Ami Assigal explore the importance of task ownership, accountability, and measuring productivity in general practice. They discuss why being busy doesn't always mean being productive, how a lack of ownership creates inefficiencies, and why measuring performance is essential to improving practice operations.

This episode covers:

• Why every task needs clear ownership from start to finish
• The difference between being busy and being productive
• How a lack of accountability creates inefficiencies across the practice
• Setting realistic benchmarks and measurable performance standards
• Using data to identify opportunities for improvement
• Why practice managers and leaders need to challenge existing processes
• How changing responsibilities and workflows can improve efficiency
• Managing resistance to change and inconsistent work practices
• The value of fresh perspectives when reviewing established systems
• Why continuous measurement and review are essential to long-term success

Key takeaway: Being busy isn't a measure of success. Effective practice management requires clear ownership, measurable outcomes, and a willingness to continually review how things are done.

#PracticePartners #PracticeManagement #Leadership #Accountability #Productivity #HealthcareManagement

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Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

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An unexpected resignation can hit harder than we expect, particularly when you have invested time, trust and resources into a team member.

In Episode 93, Ami Assigal and Zac Pandur discuss what happens when a resignation lands unexpectedly, why the first emotional reaction is rarely the one you should act on, and how managers can shift quickly from frustration to protecting business continuity.

We discuss:

• Why resignations can feel personal
• Separating your emotional reaction from your responsibility as a manager
• Why you should never send the first response you draft when emotions are high
• Moving from “why are they doing this?” to “what needs to happen next?”
• The risks of changing pay, rosters or expectations just to convince someone to stay
• Managing sick leave and notice periods
• Protecting the wider team from disruption and unnecessary drama
• Why resentment from one resignation should never follow you into the next recruitment process
• Building consistent induction and orientation processes
• Using realistic, scenario-based interview questions to assess candidates
• Testing how candidates respond to pressure, conflict and difficult patients
• Communicating staff departures professionally
• Building resignations into your business continuity planning
• Learning to disconnect emotionally and focus on what the business needs next

A resignation might be unexpected, inconvenient and frustrating. But once it happens, the manager’s job is no longer to change what has happened. It is to control the response, protect the team and keep the business moving.

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We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

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Episode 92: “Who’s Going to Cover That?” Managing Practitioner Availability Changes

What actually happens when a practitioner decides at the last minute they’re not coming in?

It might seem like a simple roster change, but behind the scenes it can mean cancelled patients, staff roster changes, altered opening hours, after-hours messaging, security arrangements and a significant amount of work for the practice manager.

In Episode 92, Ami Assigal and Zac Pandur unpack the operational reality of last-minute practitioner availability changes, and ask a simple question that can completely change the conversation: “Who are you going to ask to cover that?”

They discuss the difference between genuine emergencies and avoidable last-minute changes, why contractor status does not eliminate the importance of continuity of care, and how practices can stop automatically making every coverage problem the practice manager’s responsibility.

Ami and Zac also explore the impact on patients when cancellations become a pattern, the danger of continually relying on the same accommodating team members, and why good coverage ultimately comes down to culture, mutual respect and clear expectations.

Most importantly, they discuss how to have these conversations before there is a problem. Rather than sending another policy or email, bring the team together, agree on reasonable expectations, get genuine buy-in and document what was agreed.

Plus, before getting anywhere near the actual topic, there’s house-moving chaos, school camp logistics and Zac somehow turning a stolen-car dream into a horse chase.

In this episode:

• The operational impact of last-minute GP roster changes
• Emergency leave versus avoidable last-minute changes
• Contractor arrangements and continuity of care
• Asking practitioners to organise cover or patient handover
• Why the same helpful person shouldn’t always carry the load
• The effect frequent cancellations can have on patient relationships
• Partial coverage as an alternative to cancelling an entire session
• Setting expectations around sick leave and early notice
• Using clinical meetings to establish coverage expectations
• Getting practitioner buy-in instead of imposing another policy
• Documenting agreed expectations and creating accountability
• Building a culture where the team genuinely supports each other

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

What happens when a business owner truly switches off, and the person left holding the reins has nowhere to hide?

In Episode 91, Ami Assigal and Zac Pandur unpack what happened during Ami’s 2.5-week trip away, turning what started as a simple handover into a broader conversation about delegation, autonomy, confidence, burnout and growth.

Ami shares what it was like to properly disconnect from the business, then return to find that things had kept moving without her. Zac reflects on suddenly taking greater responsibility for payroll, doctors’ payments, staffing pressures and key decisions without Ami’s usual safety net, and how that pressure forced him to back his own judgement and operate with a new level of confidence.

They explore:

• Why a good handover is about more than a list of outstanding tasks
• How journaling and reflection can help separate frustration from the actual problem
• What happens when responsibility is genuinely shared across a team
• Why feeling stagnant at work can show up as frustration, burnout, negativity or dread
• How stepping outside your comfort zone can rebuild confidence and motivation
• The difference between delegation and actually letting go
• How leaders can build a culture of accountability, problem-solving and autonomy

Ami and Zac also discuss the culture within industry Facebook groups, where useful conversations can quickly become buried under negativity, resentment and passive aggression. They make the case for something different: a genuine community where practice managers and owners can speak openly, share their wins, work through challenges and learn from people who actually understand the job.

For practice owners, practice managers and leaders who feel like they’re carrying too much, Episode 91 is a conversation about what can happen when you loosen your grip, trust your people and give yourself permission to grow through discomfort.

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

The landscape of ADHD management in New South Wales has changed significantly, with expanded prescribing pathways giving General Practitioners a much greater role in the diagnosis, treatment and ongoing management of ADHD. But with increased scope comes increased responsibility, new workflows, and plenty of questions from both clinicians and practice teams. Let alone the patient base!

In this episode, Ami and Zac unpack the latest NSW ADHD prescribing reforms, explore the new GP pathways now available, and discuss the concerns being raised by GPs across the state about training, clinical responsibility and the practical realities of implementing these changes. 

They also focus on what practices can do behind the scenes to make these reforms successful, or not. From setting clear patient expectations and developing consistent reception workflows, to supporting doctors and managing increased demand, this episode is packed with practical operational strategies that every general practice should be considering.

In this episode:

•  Understanding the new NSW ADHD prescribing pathways for General Practice 
•  Why many GPs remain cautious about the expanded scope of practice 
•  Managing patient expectations during a period of significant change 
•  Creating clear workflows for reception, nursing and clinical teams 
•  Practical operational tips to improve consistency and reduce patient dissatisfaction 
•  Preparing your practice for the future of ADHD management in primary care 

Whether you're a GP, Practice Manager, Nurse or Practice Owner, this episode provides practical insights into one of the biggest changes to ADHD care in recent years, and what it means for your practice and your patients.

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

Who really drives change in a general practice?

In this episode, Ami and Zac tackle one of the biggest leadership challenges facing healthcare businesses: when does listening to your team become allowing your team to dictate the direction of the practice? (or the tail wag the dog)!!

They explore the balance between supporting staff and doctors through change and recognising when ongoing resistance begins to hold the business back. How much time should leaders invest in bringing everyone along before making the decision to move forward regardless?

The conversation then takes an unexpected turn into one of general practice's most debated topics: who should discuss fees with patients?

Should GPs confidently explain their billing decisions as part of the consultation, or is it more efficient to leave those conversations to an experienced administration team?

Ami argues that doctors should focus on medicine, while trained support staff handle the financial discussions to create a smoother patient experience. Zac believes doctors need to become more comfortable having transparent billing conversations and that avoiding them ultimately undermines private billing success. 

It's a passionate debate with strong arguments on both sides.

Key Topics

•  Who really drives change within a medical practice? 
•  How long should leaders tolerate resistance before making difficult decisions? 
•  Should doctors discuss fees directly with patients? 
•  The impact of billing confidence on private practice success 
•  The role of reception and administration teams in financial conversations 
•  Creating a consistent patient experience around billing 

We'd love to hear your thoughts.

Should doctors confidently discuss their fees with patients, or should those conversations be handled by the practice support team?

Join the conversation by connecting with Practice Partners on LinkedIn or Facebook, or send us your thoughts. Your feedback might even feature in a future episode.

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

The new financial year brings more than just award remuneration increases. It is also the ideal time to review employment contracts, HR documentation, policies, and accreditation readiness. 

In this episode, Ami and Zac walk through a practical approach to implementing annual pay increases, communicating changes with staff, and ensuring your practice remains compliant. They also discuss why July is the perfect opportunity to audit employee records before accreditation and future workforce requirements catch you by surprise. 

Whether you're a Practice Manager, Practice Owner or HR Lead, this episode provides practical advice you can implement immediately. 

In this episode we cover: 

•  Understanding the 2026 Fair Work Award wage increases 
•  Who should, and should not, receive a pay increase 
•  Managing above-award employees fairly and consistently 
•  Calculating wage increases using a simple payroll spreadsheet 
•  Communicating pay increases professionally with your team 
•  Common mistakes practices make during annual pay reviews 
•  Reviewing employment contracts and HR documentation 
•  Preparing staff files for accreditation and compliance 
•  Tracking mandatory training, immunisations and certifications 
•  Upcoming accreditation changes and what practices should be planning for now 

Who should listen?

• Practice Owners 
• Practice Managers
• HR Managers
• Medical Practice Administrators
• Anyone responsible for payroll, compliance or accreditation within general practice  

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

In this episode of the Practice Partners Podcast, Ami and Zac are joined by two-time guest, James Gillespie - Founder of Cleanbill, to unpack the findings from Cleanbill's latest electorate breakdown report and what it reveals about bulk billing, out-of-pocket costs, and healthcare accessibility across Australia.

Together, they explore why Cleanbill developed electorate-level reporting, how transparent healthcare data is helping patients make more informed decisions, and why practices can benefit from understanding how they compare within their local market. James also shares how Cleanbill has evolved beyond a bulk billing directory into a comprehensive healthcare platform featuring practitioner profiles, accessibility information, opening hours, clinic biographies, and more.

The conversation examines one of the report's most significant findings: while bulk billing rates have increased, patient out-of-pocket costs continue to rise. Zac, Ami and James discuss the realities facing general practice, including increasing operating costs, Medicare incentives, mixed billing models, and the ongoing challenge of delivering financially sustainable primary care.

The episode concludes with an exciting look at what's next for Cleanbill, including quarterly reporting, enhanced practice analytics, and new service-based search capabilities designed to help patients find specific services such as iron infusions, chronic disease management, and other specialised care.

Key takeaways

• Why healthcare transparency benefits both patients and practices.
• How electorate-level reporting provides more meaningful insights than national averages.
• Why bulk billing rates have increased while patient out-of-pocket costs continue to rise.
• How practices can use benchmarking data to improve accessibility, patient experience, and competitiveness.
• What's next for Cleanbill and how new analytics will provide practices with more actionable insights.

Associated Links

• Cleanbill Data: https://cleanbill.com.au/cleanbill-data
• Update your listing (free): https://cleanbill.com.au/update-listing-details
• Claim your listing (free): https://cleanbill.com.au/clinic-portal

Episode timestamps

02:24 Why Cleanbill created electorate breakdown reports

04:22 What Cleanbill is really trying to achieve

08:28 Transparency, competition, and attracting the right patients

14:08 Cleanbill's new analytics dashboard and electorate comparisons

17:17 How practices can claim and manage their Cleanbill listing

20:00 Why out-of-pocket costs are increasing despite higher bulk billing rates

24:04 Medicare incentives and the challenge of practice sustainability

27:24 Funding pressures, urgent care, and the strain on general practice

35:07 How government and policymakers are using Cleanbill data

47:12 What's next for Cleanbill: quarterly reporting, richer analytics, and service-based search

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

Leadership Fatigue: The Silent Threat Facing High-Performing Leaders

Leadership can be incredibly rewarding, but it can also be exhausting. In this episode, Ami Assigal and Zac Pandur unpack the reality of leadership fatigue, exploring the warning signs, stages, and practical strategies leaders can use to avoid burnout while continuing to lead effectively.

Drawing on their own experiences in healthcare and business leadership, Ami and  Zac discuss why many leaders become trapped in reactive cycles, how teams can unintentionally become dependent on their leaders, and the importance of creating accountability, resilience, and sustainable leadership habits.

The conversation examines the progression from enthusiasm and drive through to frustration, disengagement, and burnout, while offering practical solutions to help leaders regain control, improve communication, and build stronger, more independent teams.

Whether you're leading a medical practice, managing a business, supervising a team, or simply looking to become a better leader, this episode provides valuable insights into protecting your energy and maintaining long-term effectiveness.

In this episode:
• What leadership fatigue is and why it affects so many leaders
• The five stages of leadership fatigue and how to recognise them
• Common signs of burnout and emotional exhaustion
• Why leaders often unintentionally create team dependency
• The role of accountability and ownership in high-performing teams
• Practical communication strategies for difficult conversations
• How to navigate resistance to change and maintain momentum
• Building leadership systems that reduce stress and improve outcomes

Key Takeaway:
Leadership fatigue rarely happens overnight. It develops gradually through repeated stress, poor boundaries, and excessive dependence from teams. The most effective leaders recognise the warning signs early, communicate clearly, empower others, and build systems that allow both themselves and their teams to thrive.

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

Navigating the 2026 Backflip: Industry Changes and Practice Preparedness

Just weeks before significant healthcare reforms were due to take effect, the Australian healthcare industry witnessed a dramatic policy reversal. In this extra episode, Zac and Ami unpack the government's latest Medicare backflip, the confusion surrounding Assignment of Benefit reforms, and what practices need to be doing right now to prepare for the changes ahead.

From compliance concerns and patient communication to fee reviews, bulk billing pressures, and rising operational costs, this episode provides practical advice for practice owners, managers, and healthcare leaders navigating an increasingly complex environment.

In this episode:

• What changed with the government's Medicare reform agenda and why it matters
• The Assignment of Benefit confusion and common industry misconceptions
• Why many practices may have misunderstood the practical impact of the reforms
• Preparing for July 1 fee increases across Medicare, wages, insurances, and subscriptions
• Bulk billing trends across Australia and the financial realities facing practices
• Communication strategies for discussing fee changes with patients
• Financial forecasting and maintaining practice viability during uncertainty
• The importance of leadership, financial literacy, and strategic planning
• Technology, innovation, and operational efficiencies that can support profitability
• Practical actions practices can take immediately to stay ahead

Whether you're a practice owner, manager, GP, or healthcare leader, this episode offers timely insights to help your business remain compliant, financially sustainable, and prepared for whatever comes next.

Resources & Links

• RACGP Webinar: July 1 Changes & Verbal Consent Requirements
• Cyber Insurance Resources with Meena Wahi: [email protected] 

Support the show

We would love for you to share your thoughts, questions, and stories to: [email protected]

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/