The Business of a Clinic (BOAC) – Détails, épisodes et analyse

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The Business of a Clinic (BOAC)

Jared Aron

Business & Entrepreneuriat

Fréquence : 1 épisode/8j. Total Éps: 34

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.

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E#39 | From Near Closure to 4x Revenue: How He Completely Rebuilt His Clinic, with Dr. Geoff Gamble | Business of a Clinic (BOAC)

Saison 1 · Épisode 39

mercredi 17 juin 2026 • Durée 57:36

In this episode of The Business of a Clinic, Jared Aron speaks with Dr. Geoff Gamble, chiropractor and co-founder of Niagara Health Rehab Center, a large multidisciplinary rehab clinic in Canada.

Geoff shares the honest story of how NHRC grew from four practitioners and 4,000 square feet into a much larger clinic team — but not in a straight line.

After several years of organic growth, the clinic hit a difficult breaking point. Staff turnover reached 85%, growth flatlined, the business started to regress, and Geoff and his team were even considering closing the clinic.

What changed was the way they looked at the business.

Geoff talks about the transition from clinician to clinic entrepreneur, the mistake of assuming the clinic would “run itself,” and the importance of learning business fundamentals: P&Ls, metrics, utilization, hiring, culture, and patient reactivation.

He also shares how the pandemic became an unexpected reset point for NHRC, helping the team rebuild operations, rethink staffing, and create a more scalable business. Since then, the clinic has quadrupled gross revenue and significantly expanded its team.

This conversation is especially relevant for clinic owners, MSK leaders, chiropractors, physiotherapists, and healthcare entrepreneurs who are trying to move from being the main practitioner in the business to becoming the leader of a clinic that can grow without depending entirely on them.

In this episode, Jared and Geoff discuss:

Why early clinic growth can hide weak business foundations
The reality of going from clinician to entrepreneur
How 85% staff turnover forced NHRC to rethink the business
Why Geoff nearly burned out as the main revenue driver
The danger of building a clinic that depends too heavily on the owner
What clinic owners need to understand about P&Ls, metrics and utilization
Why culture, hiring and communication became central to the turnaround
What should stay in-house versus what can be outsourced
Why patient reactivation is both a revenue problem and a care problem
How NHRC approached a cold list of around 18,000 patients
Why “having a process” does not always mean the process is working
The challenge of letting go of control as a clinic owner
What Geoff wants to improve next as NHRC continues to grow

This episode is a practical look at what it really takes to rebuild a clinic business: not just better marketing or more practitioners, but better systems, stronger leadership, clearer metrics, and a deeper understanding of the patient journey.

Guest: Dr. Geoff Gamble, Niagara Health Rehab Center
Host: Jared Aron, Founder of Coherent

The Business of a Clinic is a podcast about the business, operations, growth, and patient experience side of running modern private healthcare clinics.

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E#38 | Jonathan & Rachna: The Secret To A Five-Star Clinic | The Business of a Clinic

Saison 1 · Épisode 38

lundi 15 juin 2026 • Durée 53:20

In this episode of The Business of a Clinic, Jared speaks with Rachna Murthy and Jonathan, two consultant ophthalmologists and oculoplastic surgeons building a highly personal private clinic across London, Jersey, and soon Bermuda and the Cayman Islands.

Rachna and Jonathan share how they moved from NHS backgrounds into private practice, and why building a successful clinic is not only about clinical skill. It is about trust, teamwork, patient obsession, communication, and creating a level of care that feels deeply human.

They discuss why they operate as a two-surgeon team, how that improves speed, safety, and decision-making, and why ego can be both necessary and dangerous in surgery. They also explore what “five-star medicine” really means: treating patients like people, not transactions; building long-term relationships; offering direct access through WhatsApp; and making every part of the patient journey feel considered.

The conversation also covers AI, wellness, longevity, aesthetics, body dysmorphia, holistic care, gut health, skin health, and why private medicine will always remain a “feeling business.” Technology can improve efficiency, but the future of great clinics will still depend on human trust, clinical judgement, and keeping the patient relationship at the center.

Rachna and Jonathan also reflect on the realities of becoming clinician entrepreneurs: starting without much capital, building through word of mouth, acquiring a clinic in Jersey, hiring around values, expanding internationally, and learning how important self-care, outsourcing, and operational discipline become when running and growing a clinic.

In this episode

Why business matters in medicine
How to build a clinic around patient trust
Why clinical skill alone is not enough
The benefits of a two-surgeon team
Ego, confidence, and surgical improvement
What five-star care means in private clinics
Why direct communication changes the patient experience
How WhatsApp groups support long-term patient relationships

E#37 | Cyrus Hessabi: AI, Clinics & Private Equity | Business of a Clinic (BOAC)

Saison 1 · Épisode 37

jeudi 11 juin 2026 • Durée 40:45

In this episode of The Business of a Clinic, Jared speaks with Cyrus, an investor focused on traditional services, AI-enabled businesses, and small business growth.

Cyrus brings a different perspective to the podcast: not as a clinic operator, but as someone thinking deeply about how traditional businesses are bought, scaled, modernized, and supported. The conversation explores the “real economy” — the clinics, service businesses, local operators, and offline companies that underpin daily life — and why healthcare sits at the center of that opportunity.

Jared and Cyrus discuss how investors think about clinic acquisitions, the difference between strategic and financial buyers, and why consolidation is not just an acquisition game. It is an integration game. They explore why acquirers need to understand the day-to-day work inside each clinic, why transformation should start from the unit level, and why patient relationships, team culture, and operational detail matter as much as the financial model.

They also go deep on AI in healthcare: where it can create real efficiency, where the hype gets ahead of reality, and why AI receptionists are more complicated than simply “answering the phone.” The question is not just whether AI can do a task, but what happens next — and whether the workflow actually works in the real world of patient care.

The episode closes with reflections on VC, private equity, entrepreneurship through acquisition, the importance of small operational details, and why, even in a world of automation, business is still ultimately about people.

In this episode

What investors mean by the “traditional economy”
Why healthcare is a major opportunity for modernization
Strategic buyers vs financial buyers
Why clinic rollups are really integration businesses
How acquirers think about unit-level value creation
Why bottom-up thinking beats top-down transformation
The importance of integrating people, culture, and patient books
Why patient relationships create value for clinics and groups
How to think about AI ROI in healthcare

E#36 with Joshua Catlett: Why Most Clinic Owners Are Not Exit Ready | BOAC

vendredi 5 juin 2026 • Durée 01:03:04

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 advisory firm supporting clinic owners through valuation, sale, acquisition and exit planning.

In this episode, Jared Aron speaks with Joshua about the real business of buying, selling and scaling healthcare clinics.

They cover what buyers actually look for, why concentration risk can reduce valuation, how maintainable EBITDA is assessed, what makes a clinic genuinely exit ready, and why many owners only discover operational weaknesses when they enter a sale process.

Joshua also shares stories from his own acquisition journey, including how he structured early deals, what he learned from sitting on reception, why the front desk gives you one of the clearest views of the business, and how small details such as insurance, lease terms or poor financial visibility can put an entire transaction at risk.

Later in the conversation, Jared and Joshua discuss technology adoption in healthcare, the rise of AI, the pressure on clinics to become more efficient, and why online booking is still far more difficult than it should be for patients.

In this episode, they discuss:

Buying a private practice at 22
Building BodySet into a 36-site clinic group
Selling into private equity
What Verilo does for clinic owners
Why selling a clinic is not just about finding a buyer
The emotional side of healthcare M&A
Concentration risk and owner dependency
Lease security and premises risk
Maintainable EBITDA and clinic valuation
Why buyers care about data quality
The importance of understanding the patient body

E#35: Oliver Abrams on MSK, Clinic M&A, Private Equity, Dental Rollups & Patient Retention | The Business of a Clinic

Saison 1 · Épisode 34

lundi 1 juin 2026 • Durée 55:20

In this episode of The Business of a Clinic, Jared speaks with Oli, Director of M&A at Kinetico Health, about what makes a private healthcare clinic valuable, scalable, and ready for acquisition.

Oli shares his journey from dental M&A into MSK, what he learned from the consolidation of the dental market, and why MSK is now entering a new phase of professionalisation, partnership, and group-building.

The conversation explores the full M&A process: origination, heads of terms, due diligence, commercial review, legal challenges, partner onboarding, and integration. Jared and Oli discuss what acquirers actually look for in a clinic, why culture is one of the most important signals, how founder reliance affects valuation, and why recurring patient revenue matters more than new patient volume alone.

They also go deep on the economics of MSK clinics: insurance vs self-pay, practitioner capacity, margin, overheads, cancellation rebooking, first-visit integrity, and why patient retention is central to organic growth.

The episode closes with a comparison between dentistry and MSK: what MSK clinic owners can learn from dental practice owners about preparing for sale, and what dentists can learn from MSK operators about reducing reliance on the principal practitioner.

Chapters

0:00 Introduction
1:00 Oli’s role at Kinetico Health
1:45 Finding and onboarding MSK clinics
2:30 From law to dental M&A
3:40 Why working with clinic owners matters
4:25 What happens after heads of terms
5:00 Financial and commercial due diligence
6:05 The legal process and lease issues
7:20 Why M&A should not feel adversarial
8:10 How clinic owners can prepare for acquisition
9:05 What acquirers look for beneath revenue
10:00 Why the clinic owner matters first
10:45 Culture, team loyalty, and principal retention
11:30 Key person reliance and founder concentration
12:20 Succession planning inside the clinic13:15 The “who” behind a valuable clinic14:05 Patient body, recurring revenue, and data quality15:00 Insurance, NHS contracts, and payer mix16:20 Stroke-of-the-pen risk in healthcare revenue17:15 Insurance provider rates and profitability18:00 MSK economics vs aesthetics and dermatology19:10 Margin improvement through revenue growth20:15 Private equity stereotypes and cost-cutting21:15 Revenue growth in MSK clinics22:10 Returning patient mix and clinic performance23:05 When low retention is fixable24:00 Practitioners, treatment plans, and “sales” discomfort25:00 Helping patients commit to the right care journey26:05 The practitioner as guide, not salesperson27:15 Who owns follow-up after the patient leaves?28:25 Practitioner responsibility vs front desk responsibility29:10 Booking the next appointment before exit30:10 Patient leakage and why patients drift31:10 First-visit integrity and cancellation management32:15 Building a pipeline to backfill cancellations33:10 Same-day cancellations vs seven-day cancellations34:05 Cancellation fees, friction, and reputation34:50 Reading culture inside a live clinic36:10 Why Oli moved from dental to MSK37:15 Dental consolidation and market maturity38:20 Emotional investment in clinic partnerships39:30 Why mature M&A markets feel different40:20 Building an organic acquisition pipeline41:15 Why corporates get a bad reputation42:10 Why MSK is an exciting consolidation market43:10 Building a group from a less mature market44:00 Entrepreneur by accident: the clinic owner journey45:00 Helping practitioners get back to patients46:00 What dentistry and MSK can learn from each other47:00 How dental owners prepare for sale48:00 Getting accounts and operations exit-ready49:00 Why sellers should speak to other partners50:05 What dentists can learn from MSK owners51:00 Reducing reliance on the principal practitioner52:05 The next phase of Kinetico Health53:00 Greenfield sites, acquisitions, and group growth54:05 Integration as the foundation for growth55:00 Building systems so clinicians can focus on care55:40 Closing thoughts

E#34: Jared Aron on Patient Leakage, AI Receptionists, WhatsApp & Clinic Revenue

vendredi 29 mai 2026 • Durée 45:48

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 misleading metric, why consult leakage is often more expensive than billing leakage, and why patient operations teams rarely scale at the same pace as patient volume. The conversation also looks at AI receptionists, WhatsApp at scale, human-supervised patient engagement, and why clinics need to treat retention as a revenue function — not an admin task.

This episode is especially relevant for clinic owners, operators, and healthcare leaders thinking about growth, patient recall, front-desk capacity, AI adoption, and how to build a more commercially resilient clinic.

In this episode:

Why recovering lapsed patients can beat spending more on ads
Why consult leakage is one of the most expensive problems in a clinic
Why cost-per-lead does not tell the full story
Why patient volume scales but patient operations teams do not
The limits of AI receptionists in healthcare
Why WhatsApp becomes a technology problem at scale
How clinics confuse marketing communication with patient engagement
Why patient recall needs ownership, data, and dedicated horsepower
Why existing patients often re-enter the funnel as “new leads”
Why CRM, PMS, and marketing data need to connect across the patient journey

Key idea:

The clinic growth problem is not just acquisition. It is what happens after a patient enters the journey — whether they book, attend, progress, return, pay, and stay connected to the clinic over time.

The Business of a Clinic is a podcast about the operational, commercial, and human realities of building better private healthcare clinics.

E#33 | Oliver Abrams on Dentistry, Front Desk, Sales, AI & Why Patients Disappear | The Business of a Clinic

Saison 1 · Épisode 33

vendredi 29 mai 2026 • Durée 44:05

In this episode of The Business of a Clinic, Jared speaks with Janine from the Dental Recruit Network about dentistry, recruitment, staff turnover, treatment coordinators, patient recall, AI, and why dental practices lose patients they already worked so hard to acquire.

Janine shares how her team achieves a 95% permanent recruitment success rate, why matching candidates to the culture of a practice matters as much as technical skill, and why the modern dental front desk has become one of the most overloaded roles in private healthcare.

The conversation explores the changing role of reception, the rise of the treatment coordinator, why “sales” is still an uncomfortable word in dentistry, and why treatment plans often fail to convert when patients are not properly guided through their options.

They also discuss one of the biggest hidden problems in dental practices: patients who disappear from recall. Janine shares her own experience of being “lost” as a dental patient for three years despite working in dentistry, regularly attending hygiene appointments, and being physically present in the practice. It becomes a real-world example of how patients slip through even when reminders are technically being sent.

The episode closes with a discussion on AI in dentistry: why adoption is still early, why practices feel overwhelmed by choice, and why the right AI systems can reduce admin, protect patient relationships, and free teams to deliver better care.

Chapters

0:00 Janine’s lost patient story
0:37 Janine and the Dental Recruit Network
1:12 95% recruitment success rate
1:45 Matching candidates to dental practices
3:10 Culture, personality, and practice fit
4:15 Competition between dental practices
5:18 What “good” really means in dental staff
6:05 Reception, recalls, and the overloaded front desk
7:00 Treatment coordinators and patient follow-up
8:20 Technical skill vs customer service
9:20 How the front desk has changed
10:00 Why “sales” feels uncomfortable in dentistry
10:45 The rise of the treatment coordinator
12:10 Patients using ChatGPT before appointments13:20 Small practices, corporates, and high-end clinics13:45 Why small practices remember patients better15:00 When the patient body outgrows the team16:15 Hiring for patient communication and retention17:00 Working backwards from the real staffing problem17:40 Treatment coordination as soft selling18:45 Why one person cannot own every patient process20:05 Dentistry’s treatment coordinator advantage21:05 Why other healthcare sectors lack a TCO role22:00 Archived patients and hidden recall opportunity23:20 Why practices lose focus after consultation24:05 Process gaps, follow-up, and staff turnover25:10 Why every practice works differently26:10 When key staff leave, the process leaves with them27:25 Patient management as a talent problem28:05 Referral dentistry and specialist follow-up29:00 Who owns the patient one year later?30:00 Why existing patients are easier to reactivate31:15 Patient feedback practices never hear32:10 Janine’s own recall failure as a dental patient33:20 Hygiene booked, dentist forgotten34:10 Why SMS and email reminders were not enough35:20 The friction of seeing a new dentist36:10 How the practice lost Janine as a patient37:10 Lost checkups, missed revenue, and missed care38:15 Why patients need repeated human follow-up39:05 Staff turnover and broken recall processes40:00 The 10% monthly patient leak41:00 109% increase in recalls41:45 Why patients don’t know they’ve disappeared42:30 Why dentists cannot remember every patient43:25 Nine surgeries and traffic control44:30 AI in dentistry: hype vs reality45:20 Admin, treatment plans, payments, calls, and notes46:20 Why AI adoption is still early47:05 AI as a must-have for dental practices48:10 Why practices are overwhelmed by AI tools49:00 Talent as the unlock for clinic growthThe Business of a Clinic explores how private healthcare clinics can grow by improving patient relationships, patient engagement, clinic operations, retention, follow-up, commercial systems, and the overall patient experience.

E#32 | Krista Farrell, Neurology, Patient Safety, AI, Booking Hell & Future of Care | The Business of a Clinic

Saison 1 · Épisode 32

mercredi 27 mai 2026 • Durée 41:55

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 back-and-forth emails.

The conversation explores the tension between healthcare and technology: why patients want one-click access, why doctors are cautious about new tools, why patient safety slows adoption for good reason, and how AI, automation, triage, and ambient voice technology may reshape the future of care.

They also discuss private practice, the non-clinical burden of running a healthcare business, why that burden may disproportionately affect female clinicians, and how hospitality, customer service, and relationship-building fit into modern healthcare.

Chapters

0:00 Pre-roll and setup
1:20 Dr Krista’s background
2:00 What a neurologist actually does
5:31 The operational machinery behind clinical care
7:20 Why admin is part of the standard of care
8:07 Patient access, referrals, and knowing who to see
10:00 Clinical care vs operational support
12:35 How patient experience has changed
14:50 Communication as the biggest source of complaints
16:25 The one patient experience problem worth fixing
17:11 One-click booking: click, booked, done
18:51 The “to-and-fro” problem in healthcare booking
20:45 Why healthcare still cannot book like e-commerce
21:50 Referral triage, automation, and seeing the right doctor
23:15 Cultural change in medicine
25:41 Patient safety, skepticism, and why doctors move slowly
27:16 Clinical habits, routines, and medical training
28:25 Ambient voice technology and clinician identity
30:10 The business side of private practice31:35 Why private practice can be harder for female clinicians34:38 The non-care parts of healthcare36:30 Hospitality and healthcare38:20 Feeling welcomed, looked after, and known39:12 Customer service, airlines, and healthcare logistics41:10 Safety as the baseline of care43:22 Restaurants, healthcare, and the experience around the core service44:55 When admin failures damage clinical care46:28 Who owns follow-up after the consultation?48:00 Patient responsibility, clinician responsibility, and systems49:55 Closing thoughtsThe Business of a Clinic explores how private healthcare clinics can grow by improving patient relationships, patient engagement, clinic operations, retention, follow-up, commercial systems, and the overall patient experience.

E#31 | AI Receptionists, Orphaned Patients & the Future of Clinic Operations | Business of a Clinic (BOAC)

Saison 1 · Épisode 31

mercredi 13 mai 2026 • Durée 41:50

In this episode of The Business of a Clinic, Jared Aron and Sean explore why the next wave of clinic growth will not come from more software, more front-desk hires, or reactive patient communication.

The conversation starts with Jared’s path from teaching high school to building in healthcare, and moves into the deeper operating problem inside modern clinics: patients fall off track because nobody owns the relationship once they leave the room.

Jared explains why “proactive patient engagement” is becoming a category, why clinicians rarely have the time or structure to manage follow-up properly, and why clinics need to move from reactive front-office operations to active patient management.

They also discuss AI receptionists, the verification tax, broken PMS and CRM workflows, data quality, first visit integrity, benchmarking, appointment-book hardening, and why clinics need transformation partners rather than another point solution.

Chapters

0:00 Teaching, authority, and human behaviour
1:40 How Jared got into healthcare
2:45 From classroom to private clinic
3:19 Love, autonomy, and boundaries
4:23 Why teenagers are different
6:38 What changed in healthcare this week
6:45 Proactive patient engagement
8:14 Why practitioners do not own follow-up
9:14 One-to-one support for every patient
10:07 The orphaned patient
10:56 Patient engagement as infrastructure
11:26 Why the patient journey breaks at scale
12:37 Appointment uplift and workforce transformation
13:53 The old healthcare operating model is breaking
14:27 Technology across the healthcare assembly line
15:03 Frankenstein teams and software bloat
16:02 Why clinics need deeper operational change
16:16 Healthcare transformation risk
17:35 Clinical care vs patient experience
18:07 Software, headcount, and redesign
19:46 AI, services, and the P&L mandate 20:34 The AI receptionist question 21:14 The verification tax 21:51 Less software, fewer people, better outcomes 22:26 Patient operations as a medical device 23:06 What healthcare can learn from fintech 24:25 Why healthcare has not had its Revolut moment 25:28 PMS, EMR, EHR, and patient support 26:36 Buying AI without getting burned 27:47 What AI receptionists actually do 28:32 Reactive front office vs proactive patient operations 30:02 Who is off track right now? 31:21 When AI cannot fix broken plumbing 32:47 Why complexity explodes in larger groups 33:23 Start with an audit 33:39 First visit integrity 34:49 Data quality foundations 35:30 Patient journey visibility 36:04 Benchmarking the patient book 36:53 Transformation partner vs point solution 37:23 AI FOMO in clinic operations 37:59 Revenue uplift, cost reduction, workforce redesign 38:38 Book hardening 39:20 Patient experience under automation 39:49 Workforce transformation 40:05 Band-aids vs transformation 41:01 Why incremental change is not enough 41:20 Discovery before problem-solving

E#30 | Dr. Shaima Villait, What Doctors Learn After Becoming Clinic Owners | Business of a Clinic

Saison 1 · Épisode 30

mardi 28 avril 2026 • Durée 30:48

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 the doctor. Patients now arrive with more questions, more expectations and often more anxiety. For clinicians, the job is no longer just to diagnose and treat. It is also to guide, clarify and help patients make sense of the information they already have.

The conversation also covers the reality of running a private clinic: the business education doctors rarely receive, the operational shock of COVID, the sudden shift to virtual practice, the growing expectation of communication between appointments, and why recruitment is one of the most difficult parts of clinic ownership.

This episode is a thoughtful look at the future of private GP medicine and why clinic leaders need to keep adapting as patient expectations, technology and healthcare delivery continue to change.

In this episode, we cover:

Why more patients are turning to private GP care
How NHS access challenges are changing patient behaviour
The impact of Google, ChatGPT and online health information
Why the doctor’s role is becoming more like a guide
What clinicians are not taught about running a business
The business lessons Shaima wishes she had learned earlier
How COVID forced private clinics to adapt overnight
Why communication between appointments now matters more
What makes recruitment so difficult in private practice
Why the future of private GP requires technology adoption

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