Neurology, Patient Safety, AI, Booking Hell & Future of Care | The Business of a Clinic #32

In this episode of The Business of a Clinic, Jared speaks with Dr Krista, a consultant neurologist and member of Coherent’s Medical Advisory Board, about what patient experience really means when you look beyond the consultation room.

They discuss the day-to-day work of a neurologist, the hidden administrative machinery behind clinical care, why communication is often the biggest source of patient frustration, and why something as simple as booking an appointment can still involve days of back-and-forth emails.

The conversation explores the tension between healthcare and technology: why patients want one-click access, why doctors are cautious about new tools, why patient safety slows adoption for good reason, and how AI, automation, triage, and ambient voice technology may reshape the future of care.

They also discuss private practice, the non-clinical burden of running a healthcare business, why that burden may disproportionately affect female clinicians, and how hospitality, customer service, and relationship-building fit into modern healthcare.

Chapters

0:00 Pre-roll and setup
1:20 Dr Krista’s background
2:00 What a neurologist actually does
5:31 The operational machinery behind clinical care
7:20 Why admin is part of the standard of care
8:07 Patient access, referrals, and knowing who to see
10:00 Clinical care vs operational support
12:35 How patient experience has changed
14:50 Communication as the biggest source of complaints
16:25 The one patient experience problem worth fixing
17:11 One-click booking: click, booked, done
18:51 The “to-and-fro” problem in healthcare booking
20:45 Why healthcare still cannot book like e-commerce
21:50 Referral triage, automation, and seeing the right doctor
23:15 Cultural change in medicine
25:41 Patient safety, skepticism, and why doctors move slowly
27:16 Clinical habits, routines, and medical training
28:25 Ambient voice technology and clinician identity
30:10 The business side of private practice
31:35 Why private practice can be harder for female clinicians
34:38 The non-care parts of healthcare
36:30 Hospitality and healthcare
38:20 Feeling welcomed, looked after, and known
39:12 Customer service, airlines, and healthcare logistics
41:10 Safety as the baseline of care
43:22 Restaurants, healthcare, and the experience around the core service
44:55 When admin failures damage clinical care
46:28 Who owns follow-up after the consultation?
48:00 Patient responsibility, clinician responsibility, and systems
49:55 Closing thoughts

The Business of a Clinic explores how private healthcare clinics can grow by improving patient relationships, patient engagement, clinic operations, retention, follow-up, commercial systems, and the overall patient experience.

Видео Neurology, Patient Safety, AI, Booking Hell & Future of Care | The Business of a Clinic #32 канала Jared Aron