Why Great Care Isn't Enough
Clinical care is only half the job; the experience and admin around it decide whether patients stay, drawn from Jared's own clinic lessons.
Jared Aron
Show notes
In this early, foundational episode, Jared Aron argues that clinical quality and the experience around it are an 'and,' not an 'or.' Like a restaurant with a three-Michelin-star kitchen but broken service, a clinic can deliver excellent care inside the treatment room and still fail patients everywhere else.
Drawing on his own clinic, which opened during COVID, he explains how much of the in-clinic experience should actually happen before arrival, the way airlines guide passengers to self-serve. He describes the exit tracker for patients who leave without a next appointment, and why the roughly three-day window to rebook them is mission critical.
He then turns to why the whole clinic team rushes to every problem like children chasing a football, leaving non-urgent patients to drift, and to the quiet chaos of payments: seven or eight ways to pay, an estimated five pounds per manual touchpoint, and owners guarding payment systems at the cost of their own evenings.
Key takeaways
- Clinical quality and the surrounding experience are an 'and,' not an 'or'; like a restaurant's kitchen and its service, both have to work or the whole thing fails.
- Public and private healthcare are complementary, with best practice that can and should move between the two systems.
- Opening a clinic during COVID taught Jared to front-load patient expectations before arrival, the way airlines guide passengers to self-serve through an airport.
- An exit tracker gives someone clear ownership of every patient who leaves without a next appointment; miss the roughly three-day window and the chance of return drops sharply.
- When any weak point opens in a clinic the whole team rushes to it, like children chasing a football, so non-urgent patients need a dedicated owner outside the clinic.
- Payment friction compounds quietly: seven or eight ways to pay, an estimated five pounds per manual touchpoint, and owners guarding GoCardless or Stripe access at the cost of their own evenings.
“Inside the treatment room, magic. Outside the treatment room, not magic.”— Jared Aron
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