Blog
Notes on running
healthcare operations
Data, regulation and operations for healthcare providers — in plain language, with verifiable sources.
Earlier articles
94 articles
Practice operations9 minVeronica Tobon
Referral leakage: when specialty care is ordered but never booked
A referral that never becomes an appointment is silent care and revenue loss. How US specialty operators close the order-to-book gap.
Practice operations10 minDavid Lara
Online vs phone booking for NHS GP appointments
The NHS App can cut the 8am rush when practices enable booking and cancellation — but phone remains essential for triage-heavy demand. Verdict inside.
Technology18 minDavid Lara
Region study: build vs buy contact (US/AU/GB/CA)
Build vs buy the clinic contact layer across Anglo markets (US/AU/GB/CA as data points)—non-comparable signals, matrix, and a clear verdict.
Practice operations11 minVeronica Tobon
Closing AWV gaps without nagging patients
US Medicare Annual Wellness Visit gaps close with eligibility work and measured outreach—not more nagging. A practice playbook for consent-aware AWV follow-up.
Practice operations11 minEmilia Santander
Care-plan review cadence: keeping GP reviews on the books
How Australian GP practices keep GP Chronic Condition Management Plan reviews on cadence—MBS windows, recall design, and contact loops that protect continuity.
Technology14 minVeronica Tobon
Voice AI scheduling for Canadian clinics
Voice AI scheduling for Canadian clinics: bounded booking policy, PIPEDA/CASL framing, and why the phone still carries load when online booking lags.
Access11 minNorbelys Chirinos
Winter pressure: proactive contact without chaos
Winter will stress UK GP and urgent-care systems again. Build proactive contact—flu cohorts, high-risk reviews, DNA recovery—without turning outreach into Monday morning chaos.
Technology12 minEmilia Santander
Voice AI for scheduling: HIPAA-minded ops
Voice AI can book and confirm visits when HIPAA-minded ops set purpose, minimum necessary scripts, BAAs, and audit—without treating this as legal advice.
Practice operations9 minSamuel Giraldo
The reminder stack that works for Australian GP clinics
SMS alone does not fix DNAs in Australian general practice. A reminder stack — SMS, voice, and portal — recovers slots when each channel has a job and an owner.
Access11 minSamuel Giraldo
Winter surge slots without hiring panic
Winter surge fills Australian GP books before clinics can hire. Protect slots with confirmation, intake triage, and recovery paths—without panic recruitment.
Practice operations10 minDavid Lara
Appointment wait times and no-shows are the same problem
Patients in the US wait 31 days on average for an appointment and one in four Australians waits longer than they find acceptable, while booked slots go unused.
Access12 minSamuel Giraldo
Specialty booking handoff: where referrals die
Specialty referrals die in the booking handoff—not in the exam room. Make order-to-book visible, own the contact loop, and stop silent leakage.