Four minutes at ten o’clock at night, video, 2 minutes 23 seconds
Mid-recording, Dr Pouria Moradi opened his practice WhatsApp and read out the latest enquiry.
Founding practice · Plastic surgery, Sydney
Insights
Inside Private Practice
Conversations and essays on patient enquiries, practice teams and the commercial discipline behind a better-run private practice.
The Front Door. A surgeon, an engineer and a strategist on what really happens to an enquiry.
Essay 9 min read
The Patient Does Not Experience Your Systems. She Experiences Your Silence.
In high-trust elective healthcare, an enquiry is not an administrative event. It is the visible tip of weeks of private deliberation — and the most expensive gap in modern private practice sits…
Patient experience
The impossible job at the front desk, video, 55 seconds
We ask one person to reassure the patient in front of her while answering everyone who isn’t.
Practice team
Essay 11 min read
Your Receptionist Is Not the Problem. The Job Is.
Private practice has taken one human role and stretched it across phones, inboxes, WhatsApp, Instagram, diaries, recalls, quotes, complaints, finance questions and after-hours follow-up. When the work slips, attention usually turns to…
Practice team
Staying in its lane, video, 2 minutes 25 seconds
The first question every surgeon asks about AI near patients is the right one: what happens when it doesn’t know?
Clinical control
Essay 11 min read
Healthcare AI Has Been Given the Wrong Job
Over five essays, this series has made one argument from five directions: even where the dentistry or surgery is excellent, private practices can lose value through the structural gap between the clinical…
Clinical control
How it learns to sound like your practice, video, 58 seconds
Patients can tell when they’re talking to a script. They should hear your practice.
Practice team
Not yet doesn’t mean no, video, 2 minutes 51 seconds
“Not yet” is one of the most misheard phrases in private practice.
Follow-up
A full diary isn’t the point, video, 3 minutes 15 seconds
A full consulting diary looks like success. It isn’t, if half the people in it were never going to book.
Commercial performance
The 11pm message, video, 2 minutes 32 seconds
The most important enquiry your practice receives this week will probably arrive after your team has gone home.
Patient experience
Before the consulting room, video, 1 minute 9 seconds
Your patients have made up their minds long before they meet you.
Patient experience
Five dead leads, video, 1 minute 15 seconds
Five enquiries arrive overnight. By the end of a busy consulting day, nobody has called them back.
Practice team
From two front doors to seventeen, video, 2 minutes 35 seconds
In the 1990s a practice had two front doors: the street entrance and the telephone. Today a dental practice might have seventeen.
Patient experience
The leads we never see, video, 3 minutes 45 seconds
Ask how many enquiries never reached the diary and you’ll usually hear silence.
Commercial performance
“We need more enquiries”, video, 2 minutes 43 seconds
When a practice says it needs more enquiries, the usual answer is more advertising.
Commercial performance
Why patients choose one surgeon, video, 2 minutes 33 seconds
Impressive credentials. A beautiful website. A promise of personal care. Your competitors have all three.
Patient experience
Many agents, not one, video, 1 minute 39 seconds
One AI trying to do everything is hard to govern.
Clinical control
Cutting edge, not bleeding edge, video, 2 minutes 24 seconds
AI receptionists are all over your social feed. Dr Pouria Moradi asks the obvious question: what is actually different here?
Clinical control
The Exit Discipline, video, 1 minute 29 seconds
Every principal is, eventually, a seller. Most build income. Few build value.
Practice value
Essay 11 min read
The Practice That Needs You Most Is Worth the Least
The compliment every principal eventually hears — “this place would fall apart without you” — is the same fact a buyer writes down as a defect. An argument about why clinical indispensability…
Practice value
Essay 11 min read
The £2 Million Practice Myth Deserves a Proper Burial
Private dentistry has spent a decade applauding a number that tells us almost nothing. Turnover is the figure most easily compared at conferences and least connected to what a practice is worth…
Commercial performance
Essay 11 min read
Your Name Is on the Door. A Buyer Calls That Risk.
For a private surgeon or a prominent principal, reputation is the engine of demand — and, unconverted, the ceiling on value. The difference between a name a buyer will pay for and…
Patient experience
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When you are ready
Bring your actual enquiry flow to the conversation.
A 30-minute video conversation with a founder about how enquiries reach your practice, where conversations stall and what your team needs next. We will show how CareConcierge could fit your workflow. If it is not a fit, we will say so.
Prefer to call?
- Australia +61 2 9127 9005
- United Kingdom +44 20 7011 8509