What Is a Patient CRM? A Short Guide for Australian Clinics

What does CRM mean when the relationship is with patients? A plain-language guide for Australian clinics: where the term comes from, what it covers and where it stops.

Missed Appointments in General Practice: What the Research Shows

Missed appointment rates range from 7.6% in one Australian clinic to a 15.2% mean across 19 studies in primary care. Here is what the research shows, and why your own clinic’s number tells you more than any average.

Why How Fast You Follow Up Matters More Than Whether You Do

MIT and Harvard Business Review research found that contacting someone within minutes, not hours, can make you up to 100 times more likely to actually reach them. Here’s what that means for how clinics follow up.

Almost Every Australian Has a Regular GP. Most Can’t Always See Them

98% of Australians have a usual GP, many for over five years. But only around two-thirds could always see that GP when they needed to last year. Here’s what the data shows.

Your Team Might Be Losing a Full Day a Week Just Looking for Information

McKinsey research found knowledge workers lose nearly 20% of their week just searching for information. Here’s what that costs a clinic running on scattered, disconnected systems.

The Most Valuable Patients in Your Clinic Are Already in Your System

In 1990, a Bain & Company study found that a 5% improvement in customer retention could lift profits by up to 95%. Here’s what that means for how clinics think about the patients already in their system.

Does Your Practice Management Software Actually Handle Follow-Up, or Just Store the Data?

Australia is on track for a shortfall of nearly 9,000 full-time GPs by 2048. Here’s what that means for how clinics need to think about the consultations they already have.

Australia’s GP Shortage Means Every Consultation Has to Work Harder

Australia is on track for a shortfall of nearly 9,000 full-time GPs by 2048. Here’s what that means for how clinics need to think about the consultations they already have.

100% vs. 22%: What an Australian Study Found When Clinics Reached Out First

Most conversations about patient reminders are built on intuition. An Australian trial actually measured the difference and the gap was far larger than intuition alone would suggest.

What the New MyMedicare Chronic Condition Management Framework Means for Your Recall Process

If your clinic hasn’t fully adjusted its recall process since last year, this is worth a closer look. From 1 July 2025, MyMedicare introduced a new GP Chronic Condition Management Plan framework.