The Business of a Clinic (BOAC)

Jared Aron
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  • Entrepreneurship

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.

  1. 13h ago

    E#36 with Joshua Catlett: Why Most Clinic Owners Are Not Exit Ready | 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 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 22Building BodySet into a 36-site clinic groupSelling into private equityWhat Verilo does for clinic ownersWhy selling a clinic is not just about finding a buyerThe emotional side of healthcare M&AConcentration risk and owner dependencyLease security and premises riskMaintainable EBITDA and clinic valuationWhy buyers care about data qualityThe importance of understanding the patient bodyWhy many clinic owners do not know their numbersAI, workforce transformation and operational efficiencyWhy clinics need to make booking easier for patientsWhat it means to build an exit-ready clinicThis episode is especially relevant for clinic owners, founders, healthcare operators, MSK clinic leaders, aesthetics clinic owners, dental practice owners, buyers, sellers and anyone thinking about the future value of their healthcare business. The Business of a Clinic is hosted by Jared Aron, founder of Coherent. The podcast explores how private healthcare clinics can grow by improving the business and operational side of care, including patient engagement, follow-up, retention, technology, clinic operations and the overall patient experience.

    1h 3m

  2. 4d ago

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

    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 clinic 13:15 The “who” behind a valuable clinic 14:05 Patient body, recurring revenue, and data quality 15:00 Insurance, NHS contracts, and payer mix 16:20 Stroke-of-the-pen risk in healthcare revenue 17:15 Insurance provider rates and profitability 18:00 MSK economics vs aesthetics and dermatology 19:10 Margin improvement through revenue growth 20:15 Private equity stereotypes and cost-cutting 21:15 Revenue growth in MSK clinics 22:10 Returning patient mix and clinic performance 23:05 When low retention is fixable 24:00 Practitioners, treatment plans, and “sales” discomfort 25:00 Helping patients commit to the right care journey 26:05 The practitioner as guide, not salesperson 27:15 Who owns follow-up after the patient leaves? 28:25 Practitioner responsibility vs front desk responsibility 29:10 Booking the next appointment before exit 30:10 Patient leakage and why patients drift 31:10 First-visit integrity and cancellation management 32:15 Building a pipeline to backfill cancellations 33:10 Same-day cancellations vs seven-day cancellations 34:05 Cancellation fees, friction, and reputation 34:50 Reading culture inside a live clinic 36:10 Why Oli moved from dental to MSK 37:15 Dental consolidation and market maturity 38:20 Emotional investment in clinic partnerships 39:30 Why mature M&A markets feel different 40:20 Building an organic acquisition pipeline 41:15 Why corporates get a bad reputation 42:10 Why MSK is an exciting consolidation market 43:10 Building a group from a less mature market 44:00 Entrepreneur by accident: the clinic owner journey 45:00 Helping practitioners get back to patients 46:00 What dentistry and MSK can learn from each other 47:00 How dental owners prepare for sale 48:00 Getting accounts and operations exit-ready 49:00 Why sellers should speak to other partners 50:05 What dentists can learn from MSK owners 51:00 Reducing reliance on the principal practitioner 52:05 The next phase of Kinetico Health 53:00 Greenfield sites, acquisitions, and group growth 54:05 Integration as the foundation for growth 55:00 Building systems so clinicians can focus on care 55:40 Closing thoughts The 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.

    55 min

  3. May 29

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

    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 adsWhy consult leakage is one of the most expensive problems in a clinicWhy cost-per-lead does not tell the full storyWhy patient volume scales but patient operations teams do notThe limits of AI receptionists in healthcareWhy WhatsApp becomes a technology problem at scaleHow clinics confuse marketing communication with patient engagementWhy patient recall needs ownership, data, and dedicated horsepowerWhy existing patients often re-enter the funnel as “new leads”Why CRM, PMS, and marketing data need to connect across the patient journeyKey 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. Hosted by Jared Aron, founder of Coherent.

    46 min

  4. May 29

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

    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 appointments 13:20 Small practices, corporates, and high-end clinics 13:45 Why small practices remember patients better 15:00 When the patient body outgrows the team 16:15 Hiring for patient communication and retention 17:00 Working backwards from the real staffing problem 17:40 Treatment coordination as soft selling 18:45 Why one person cannot own every patient process 20:05 Dentistry’s treatment coordinator advantage 21:05 Why other healthcare sectors lack a TCO role 22:00 Archived patients and hidden recall opportunity 23:20 Why practices lose focus after consultation 24:05 Process gaps, follow-up, and staff turnover 25:10 Why every practice works differently 26:10 When key staff leave, the process leaves with them 27:25 Patient management as a talent problem 28:05 Referral dentistry and specialist follow-up 29:00 Who owns the patient one year later? 30:00 Why existing patients are easier to reactivate 31:15 Patient feedback practices never hear 32:10 Janine’s own recall failure as a dental patient 33:20 Hygiene booked, dentist forgotten 34:10 Why SMS and email reminders were not enough 35:20 The friction of seeing a new dentist 36:10 How the practice lost Janine as a patient 37:10 Lost checkups, missed revenue, and missed care 38:15 Why patients need repeated human follow-up 39:05 Staff turnover and broken recall processes 40:00 The 10% monthly patient leak 41:00 109% increase in recalls 41:45 Why patients don’t know they’ve disappeared 42:30 Why dentists cannot remember every patient 43:25 Nine surgeries and traffic control 44:30 AI in dentistry: hype vs reality 45:20 Admin, treatment plans, payments, calls, and notes 46:20 Why AI adoption is still early 47:05 AI as a must-have for dental practices 48:10 Why practices are overwhelmed by AI tools 49:00 Talent as the unlock for clinic growth The 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.

    44 min

  5. May 27

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

    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 practice 31:35 Why private practice can be harder for female clinicians 34:38 The non-care parts of healthcare 36:30 Hospitality and healthcare 38:20 Feeling welcomed, looked after, and known 39:12 Customer service, airlines, and healthcare logistics 41:10 Safety as the baseline of care 43:22 Restaurants, healthcare, and the experience around the core service 44:55 When admin failures damage clinical care 46:28 Who owns follow-up after the consultation? 48:00 Patient responsibility, clinician responsibility, and systems 49:55 Closing thoughts The 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.

    42 min

  6. May 13

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

    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 About the show The Business of a Clinic explores how private healthcare clinics can grow by improving the business and operational side of care. Hosted by Jared Aron, founder of Coherent, the podcast covers patient relationships, patient engagement, clinic operations, retention, follow-up, commercial systems, and the overall patient experience.

    42 min

  7. Apr 28

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

    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

    31 min

  8. Apr 24

    E#29 | Joëlle Rotsaert on Building Injectual: Brand, Bookings, Hospitality and the Future of Injectables

    Joëlle Rotsaert, founder of Injectual, joins us to talk about what it really takes to build a modern aesthetics brand. We cover Joëlle’s journey from fashion into aesthetics, the personal experiences that shaped her view of the industry, and why she believed there was room for a more focused, more design-led, more culturally relevant injectables brand. We also discuss why many clinics weaken themselves by offering too much, how Injectual built around a clear specialty, and why Joëlle sees injectables as something that can be safe, premium, and still feel accessible. The conversation also goes deep on clinic growth: bookings, sales, front of house, aftercare, memberships, operational strain, HR, and what starts to break when a founder-led clinic becomes a multi-site business. Joëlle also shares her longer-term vision for international growth and for building a dedicated offering around gender-affirming care. In this episode:  Joëlle’s route from fashion into aesthetics  Lessons from Harley Academy and Cavendish Clinic  Why focus matters in clinic branding  Building Injectual around injectables  “Approachable luxury” and hospitality-led healthcare  Organic content, influencers, memes, and authenticity  Why front of house is not the same as sales  Specialist bookings and conversion systems  Scaling pains: memberships, systems, inventory, and HR  Growing internationally without losing the brand’s DNA  The long-term vision behind Transect

    44 min
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About

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.

Information

  • Creator
    Jared Aron
  • Years Active
    2025 - 2026
  • Episodes
    31
  • Rating
    Explicit
  • Copyright
    © 2026 The Business of a Clinic (BOAC)
  • Show Website
    The Business of a Clinic (BOAC)

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