Why Clinics Fail at Recall: The Hidden Systems, Behaviours & Blind Spots Killing Growth | BOAC E11

Every clinic believes they “do recall.”But in reality? Most are running a blunt, ineffective, unmeasured process that leaks revenue, frustrates patients, and quietly erodes growth.In this episode, Jared breaks down why patient recall, reactivation, and ongoing engagement cannot be done well in-house — and why clinics consistently underestimate the complexity of doing it properly.We unpack:🔍 The myths clinics believe about recall“We call patients the moment they miss an appointment.”“We send three emails and three phone calls — so we’re on top of it.”“Our team is great with leads, so we’ll just reuse that process.”Spoiler: none of this works in reality.📉 Why traditional recall failsWrong channels (email + daytime phone calls = dead on arrival)Wrong timing (recall when you’re free, not when patients actually respond)Wrong people (recall is not an admin job — it’s a revenue-centric coordinator role)No measurement, no reporting, no optimisation🏥 The operational ceiling every clinic hitsClinics try to “just hire someone” — but one person cannot handle the complexity, data, timing, sequencing, or volume of a modern recall engine.And when that person goes on holiday? The entire revenue function collapses.(We call this the Holiday Blackout.)📈 What great recall actually looks likeA business function, not a side dutyMulti-channel, multi-touchpoint, personalised communicationTiming optimised around patient behaviour, not clinic convenienceFull funnel visibility: who is disengaged, why, and what to do next💡 The uncomfortable truthMost clinics say they don’t do “sales.”But if you have a website, run ads, post on social, or want patients to come back — you already are in sales.You just don’t have the structure, talent, or tooling to run it properly.🔧 The rise of PRMJared also explains the difference between:PMSCRMPRM (patient relationship management)…and why PRM is becoming the missing engine inside modern private healthcare.🎧 Listen if you want to learn:Why your recall program “feels” active but produces no resultsWhy thousands of patients in your database have no next appointmentWhy clinics overspend on marketing instead of fixing the real leakHow to shift from reactive patient management to proactiveWhat an end-to-end recall engine truly requires