The Business of a Clinic (BOAC)

Joshua Catlett bought his first private healthcare practice at around 22 years old. He started at the front desk, answering phones, making tea, fixing the website, managing the diary and learning how a clinic actually works from the inside. That first practice eventually became the foundation for BodySet, a 36-site healthcare group that went on to take private equity investment. Today, Joshua is the Founder and Managing Director of Verilo, a specialist healthcare business brokerage and adviso...

What if your clinic’s biggest growth problem is not a lack of new patients — but the patients you already paid to acquire, consulted, and then quietly lost? In this episode of The Business of a Clinic, Sean and Jared Aron explore the hidden revenue leaks inside private healthcare clinics: failed consult progression, unrecovered cancellations, lapsed patients, weak lead follow-up, disconnected CRM/PMS data, and the temptation to “just put AI on it.” Jared explains why cost-per-lead can be a mi...

In this episode of The Business of a Clinic, Jared speaks with Dr Krista, a consultant neurologist and member of Coherent’s Medical Advisory Board, about what patient experience really means when you look beyond the consultation room. They discuss the day-to-day work of a neurologist, the hidden administrative machinery behind clinical care, why communication is often the biggest source of patient frustration, and why something as simple as booking an appointment can still involve days of ba...

In this episode of Business of a Clinic, Jared sits down with Shaima, a private GP with more than 20 years of experience in private general practice and co-founding director of Chelsea Medics. They explore how private GP practice has changed over the last two decades, from the increasing demand for private appointments to the rise of more informed patients using Google, ChatGPT and online health information before they ever enter the clinic room. Shaima shares how this has changed the role of...

What do private equity-backed clinic groups understand about growth that many clinician-led practices miss? In Episode 28 of The Business of a Clinic, Jared breaks down why PE-backed operators and non-clinician leaders often grasp Coherent’s value faster. The answer is not that they care less about care. It is that they are trained to think in terms of store-level efficiency, organic revenue growth, patient economics, and asset appreciation. The conversation explores how patient leakage...

In Episode 26 of The Business of a Clinic, Sean sits down with Dr Arnold Gangaidzo, founder of Lancashire Smiles, to talk about the real journey behind building a private dental practice from the ground up. Arnold shares his path from Zimbabwe to the UK, why missing out on medical school turned out to be a blessing in disguise, and how dentistry became the right path for someone who wanted both healthcare and entrepreneurship. They get into what clinic ownership actually looks lik...

Healthcare often focuses on clinical outcomes — but the operational reality behind delivering care is far more complex. In this episode of Business of a Clinic, Jared Aron sits down with Dr. John Chinegwundoh, consultant physician and Chief Medical Officer at Coherent Healthcare, to explore what actually happens behind the scenes of modern medical practice. Drawing on more than two decades of experience across the NHS and private healthcare, John shares his perspective on how healthcare syste...

Most clinics believe retention is strong. The diary looks full. Revenue is up. Marketing is working. But beneath the surface, patients are quietly falling off track. In this episode of Business of a Clinic, Sean and Jared unpack one of the most misunderstood problems in healthcare operations: invisible patient leakage. This is the silent drop-off that happens at every stage of the journey: New inquiries that never get followed upConsultations that don’t convertCancellations that a...

Every clinic starts with a simple promise: give great care to the patient in front of you. But scale changes everything. In Episode 20, Jared unpacks a core paradox: your clinic has finite capacity (rooms, hours, staff) — but your patient history grows forever. That mismatch creates “leaks” across the journey: leads that aren’t worked, consults that don’t convert, cancellations, DNAs, recalls, and quiet drop-offs. Most clinics respond by spending more on acquisition… while the bucket keeps le...

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 accumulat...

Most clinics don’t have a technology problem. They have a user problem. In this episode, Jared Aron breaks down why even “modern” practice management systems (PMS/EMR/EHR) often get used at 10–20% of their potential in real-world clinics — and why that gap creates downstream issues like DNAs, cancellations, poor follow-up, lost revenue, and hidden clinical/legal risk. We dig into the category error of using a booking system like a CRM, why clinics end up stacking multiple disconnected tools, ...

Most clinics believe they deliver great patient experience — and inside the building, they usually do. So why does engagement so often break down once the patient walks out the door? In this episode of the BOAC Podcast, we unpack the hidden gap in modern healthcare operations: the failure to actively manage patient relationships beyond appointments, reminders, and transactions. We explore why traditional Practice Management Software (PMS) and CRMs fall short, and why Patient Relationship Mana...

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 funnelFront of House Empty Desk – unanswered phones vs. a true revenue mindsetAdmin Fog – why a constantly busy front desk ...