Overview

Part honest conversation, part industry insight, this episode explores one of the most misunderstood topics in healthcare: sales.

Most clinics think they have a marketing problem. In reality, many have a follow-up problem. Enquiries come in through forms, phone calls, WhatsApp, social media, and email, but too often nobody really knows what happens next. Patients drift away, systems miss them, and clinics lose revenue without ever spotting where the leakage is happening.

In this episode, Michael sits down with Jared Aron, founder of Coherent, to talk about why sales should not be a dirty word in healthcare. They unpack patient drop-off, recall, reactivation, lead conversion, poor PMS data, and the hidden cost of clunky clinic systems. They also touch on how better visibility tools like the HMDG Capacity Engine (https://capacity.hmdg.co.uk/) and Retention Engine (https://retention.hmdg.co.uk/) can help clinics actually understand what’s going on beneath the surface.

Show Notes

• Why sales is misunderstood in healthcare
• Jared’s background in clinics and healthcare technology
• The idea of patient leakage and where clinics lose people
• Why PMS data is often inaccurate or misleading
• The gap between medical records and customer records
• Why many clinics stop following up too early
• How better follow-up improves lead conversion and recall
• What healthy inquiry-to-booking conversion can look like
• Why poor booking systems create friction and lost revenue
• How irrelevant automation trains patients to ignore clinics
• Why timing, channel, and relevance matter in patient communication
• The real ROI of better follow-up

What You’ll Learn

• Why sales in healthcare is really about better follow-up
• How clinics lose patients without realising it
• Why PMS retention figures can be misleading
• What stronger lead handling actually looks like
• Why consistency matters as much as speed
• How reactivation varies across different services
• Why poor systems reduce bookings
• How better communication can improve conversion
• Why tools like the Capacity Engine (https://capacity.hmdg.co.uk/) and Retention Engine (https://retention.hmdg.co.uk) help you understand performance properly
• Why ROI includes both revenue gained and time saved

Who This Episode Is For

• Private practice owners who feel they are losing patients
• MSK clinic owners looking to improve conversion and recall
• Healthcare businesses frustrated by poor systems and messy data
• Practice owners who want growth without being overly salesy
• Marketing and growth teams working with clinics

Guest Details

Jared Aron - Founder, Coherent

With a background in clinic leadership, medical devices, and healthcare technology. After seeing how difficult it was for clinics to manage patient drop-off, retention, and recall with existing systems, he founded Coherent to help practices improve revenue by fixing leakage across the patient journey.

Visit https://hmdg.co.uk for further information.

Follow Michael on LinkedIn. https://www.linkedin.com/in/mjschumacher100