Adopting Technology to Make Care More Human
The clinics that win will automate the admin and protect the human moments, from the welcome at the front desk to the room itself.
Tim Wright
Show notes
Tim Wright has seen healthcare from nearly every angle: physiotherapist, elite-sport clinician, clinic builder, and now founder of Zoes, a consultancy that helps health-tech companies find their way into the market. He and Jared map what is actually selling right now, from GLP-1 services to clinic operations tools.
Tim explains how his team screens innovations, why B2B healthcare sales cycles run so long, and what he calls clinic tech: the wave of tools aimed at the operational side of practices. He argues that many providers still run tech-second when they could now run tech-first.
If he rebuilt a clinic today, Tim would digitise the admin and let clinicians do what they love, backed by a proper management dashboard. But he would still keep a human receptionist, as a culture builder and a welcome, because the provider-patient relationship and the experience around the visit are what bring people back.
Key takeaways
- Clinic tech, Tim's term for tools aimed at clinic operations, is the fast-moving category he sees providers underusing.
- B2B healthcare sales cycles can run 12 to 24 months because credibility, clinical governance, and procurement all have to line up.
- Many clinics cannot answer basic questions about their own data, such as how many patients are in the database or how many appointments cancelled last month.
- Automating admin only works with a human in the loop, since getting an AI receptionist wrong 20% of the time can create far more work than it saves.
- Tim would keep a human receptionist as a culture builder and a welcome, not an admin processor.
- A great in-room experience can be undone by poor booking, billing, and follow-up, so the experience around the visit matters as much as the visit.
“Happy physios, happy clients equals success.”— Tim Wright
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