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

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 Empty Desk – unanswered phones vs. a true revenue mindset
• Admin Fog – why a constantly busy front desk still doesn’t move the business forward
• Revenue Orphan – when nobody actually owns revenue in the clinic
• The Follow-Up Fallacy & 48-Hour Drift – why “we sent an email” is not recall
• Hero Receptionist Trap & Talent Hole – expecting one person to do clinical, admin and sales
• Payment Pinball & Dinnertime Reconciliation – how scattered payment systems steal your time
• Five-Pound Touch & Invoice Black Hole – the real cost of payment “admin”
• Kitchen-Only Mindset & Care-Only Fallacy – great treatment, broken experience
• CRM Mirage, Acquisition Addiction & Legacy List Graveyard – why your PMS isn’t a CRM and your best growth is already in your database

If you run or manage a private clinic and feel like you’re working harder every year for the same (or less) growth, this episode gives you a language and a lens to finally see where the leaks are.

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 really takes to scale a private clinic, from firefighting and building systems to maintaining culture as headcount grows.

We explore:

💡 The operational and cultural pillars behind the Cadogan Clinic’s success

💡 How to grow from £1M to £5M revenue without losing control

💡 Why front-desk chaos is a commercial problem, not a staffing one

💡 The real-world challenges of implementing AI in private healthcare

💡 Why every clinic needs a “sales desk” — and why “sales” isn’t a dirty word

This is a must-listen for any clinic owner or operator thinking about scaling, modernising operations, or navigating the rise of AI in healthcare.

🎙 Hosted by Jared Aron, Founder & CEO of Coherent — the Clinic Sales Desk for UK private clinics.

#PrivateHealthcare #ClinicGrowth #Aesthetics #Dermatology #HealthcareBusiness #AIinHealthcare #FrontOffice #ClinicLeadership

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 healthcare market breeds faster adoption and bolder innovation than the UK
• The role of AI in admin, process transformation, and patient engagement
• The rise of medical scribes and voice AI — and where they fall short
• Why clinics need to rethink their “front door” and back-office operations
• What patient-centric design really looks like in practice (and why most clinics get it wrong)
• The cultural stigma around commerciality in UK healthcare — and how it’s holding back progress

Whether you’re a founder, operator, or healthcare practitioner, this conversation will challenge assumptions about where the next wave of healthcare innovation should focus — and what truly matters in building clinics patients love.

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: Separate functions; sales = conversion, deposits, show-up rate, and recall.
• Ownership: Revenue is an owner-level accountability; practice managers are stretched — don’t bury sales under admin.
• Redefining “Sales”: Not pushy — it’s discovery and guidance from problem to solution.
• Apple analogy: Fast triage, delightful support, consistent follow-up — build that layer around your clinic.
• ROI > revenue: Uplift plus continuity (no single-point failure), process, and readiness for campaigns/new services.
• Scaling from £1.2m: 1) Plug the bucket (no-shows/cancellations), 2) instrument the funnel & unit economics, 3) then scale acquisition.
• Capacity reality: You may hit site limits before £5m; don’t open site two until playbooks work in site one.
• Legacy list: Typically 5–15% re-engagement potential with consistent outreach.

Pull quotes / audiograms (5)

• “A Sales Desk is a function, not a person — and its metric is revenue.”
• “Reception’s job is the person in front of them; pipeline is a different job.”
• “Sales in healthcare isn’t pressure — it’s guiding a patient to the right solution.”
• “If recall pauses every time the clinic gets busy, you don’t have a revenue function.”
• “Stop the leaks first, measure the funnel second, then scale acquisition.”

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 this quarter: patient recall—what it is, how to run it, and the results you should expect.

What you’ll learn

• The traits of modern, tech-savvy clinic operators (and why they think about liquidity as well as care)
• Practical examples of five-star patient journeys vs. the “don’t call us” experience
• A simple framework for auditing front-office performance (intake, response time, reminders, payments)
• A realistic view of AI in clinics: administrative offload, human-in-the-loop, and risk tolerance
• Patient recall as a revenue engine: channels, ownership, measurement, and ROI benchmarks

Key ideas

• “Service business with clinical rigor” beats “clinical business with ad-hoc service.”
• Design for the time between appointments. That’s where engagement wins or dies.
• Recall done right can generate multi-X ROI in weeks, not quarters.

Resources mentioned

• Front Office Assessment / Scorecard
• Patient Recall playbook & messaging cadences

Keywords: private healthcare, clinic operations, patient recall, patient experience, front office, healthcare payments, AI in healthcare, dentistry, dermatology, physiotherapy, MSK, aesthetics, UK clinics

—

Want the scorecard or recall playbook? Check the episode notes or get in touch with Coherent Health.

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 money—it’s about building systems that reduce friction, improve retention, and ultimately allow clinicians to spend more time doing what they do best: delivering great care.

We talk about lessons from running a clinic during COVID, why outsourcing can sometimes save a practice, how poor payment systems erode patient trust, and why patient experience design matters just as much as medical excellence.

If you’re a clinic owner, manager, or just curious about where healthcare is heading, I think you’ll find this conversation useful.