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Send us your enquiry or question directly! Episode 92: “Who’s Going to Cover That?” Managing Practitioner Availability Changes What actually happens when a practitioner decides at the last minute they’re not coming in? It might seem like a simple roster change, but behind the scenes it can mean cancelled patients, staff roster changes, altered opening hours, after-hours messaging, security arrangements and a significant amount of work for the practice manager. In Episode 92, Ami Assigal and Zac Pandur unpack the operational reality of last-minute practitioner availability changes, and ask a simple question that can completely change the conversation: “Who are you going to ask to cover that?” They discuss the difference between genuine emergencies and avoidable last-minute changes, why contractor status does not eliminate the importance of continuity of care, and how practices can stop automatically making every coverage problem the practice manager’s responsibility. Ami and Zac also explore the impact on patients when cancellations become a pattern, the danger of continually relying on the same accommodating team members, and why good coverage ultimately comes down to culture, mutual respect and clear expectations. Most importantly, they discuss how to have these conversations before there is a problem. Rather than sending another policy or email, bring the team together, agree on reasonable expectations, get genuine buy-in and document what was agreed. Plus, before getting anywhere near the actual topic, there’s house-moving chaos, school camp logistics and Zac somehow turning a stolen-car dream into a horse chase. In this episode: • The operational impact of last-minute GP roster changes • Emergency leave versus avoidable last-minute changes • Contractor arrangements and continuity of care • Asking practitioners to organise cover or patient handover • Why the same helpful person shouldn’t always carry the load • The effect frequent cancellations can have on patient relationships • Partial coverage as an alternative to cancelling an entire session • Setting expectations around sick leave and early notice • Using clinical meetings to establish coverage expectations • Getting practitioner buy-in instead of imposing another policy • Documenting agreed expectations and creating accountability • Building a culture where the team genuinely supports each other Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! What happens when a business owner truly switches off, and the person left holding the reins has nowhere to hide? In Episode 91, Ami Assigal and Zac Pandur unpack what happened during Ami’s 2.5-week trip away, turning what started as a simple handover into a broader conversation about delegation, autonomy, confidence, burnout and growth. Ami shares what it was like to properly disconnect from the business, then return to find that things had kept moving without her. Zac reflects on suddenly taking greater responsibility for payroll, doctors’ payments, staffing pressures and key decisions without Ami’s usual safety net, and how that pressure forced him to back his own judgement and operate with a new level of confidence. They explore: Why a good handover is about more than a list of outstanding tasksHow journaling and reflection can help separate frustration from the actual problemWhat happens when responsibility is genuinely shared across a teamWhy feeling stagnant at work can show up as frustration, burnout, negativity or dreadHow stepping outside your comfort zone can rebuild confidence and motivationThe difference between delegation and actually letting goHow leaders can build a culture of accountability, problem-solving and autonomyAmi and Zac also discuss the culture within industry Facebook groups, where useful conversations can quickly become buried under negativity, resentment and passive aggression. They make the case for something different: a genuine community where practice managers and owners can speak openly, share their wins, work through challenges and learn from people who actually understand the job. For practice owners, practice managers and leaders who feel like they’re carrying too much, Episode 91 is a conversation about what can happen when you loosen your grip, trust your people and give yourself permission to grow through discomfort. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! The landscape of ADHD management in New South Wales has changed significantly, with expanded prescribing pathways giving General Practitioners a much greater role in the diagnosis, treatment and ongoing management of ADHD. But with increased scope comes increased responsibility, new workflows, and plenty of questions from both clinicians and practice teams. Let alone the patient base! In this episode, Ami and Zac unpack the latest NSW ADHD prescribing reforms, explore the new GP pathways now available, and discuss the concerns being raised by GPs across the state about training, clinical responsibility and the practical realities of implementing these changes.  They also focus on what practices can do behind the scenes to make these reforms successful, or not. From setting clear patient expectations and developing consistent reception workflows, to supporting doctors and managing increased demand, this episode is packed with practical operational strategies that every general practice should be considering. In this episode:  Understanding the new NSW ADHD prescribing pathways for General Practice  Why many GPs remain cautious about the expanded scope of practice  Managing patient expectations during a period of significant change  Creating clear workflows for reception, nursing and clinical teams  Practical operational tips to improve consistency and reduce patient dissatisfaction  Preparing your practice for the future of ADHD management in primary care Whether you're a GP, Practice Manager, Nurse or Practice Owner, this episode provides practical insights into one of the biggest changes to ADHD care in recent years, and what it means for your practice and your patients. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! Who really drives change in a general practice? In this episode, Ami and Zac tackle one of the biggest leadership challenges facing healthcare businesses: when does listening to your team become allowing your team to dictate the direction of the practice? (or the tail wag the dog)!! They explore the balance between supporting staff and doctors through change and recognising when ongoing resistance begins to hold the business back. How much time should leaders invest in bringing everyone along before making the decision to move forward regardless? The conversation then takes an unexpected turn into one of general practice's most debated topics: who should discuss fees with patients? Should GPs confidently explain their billing decisions as part of the consultation, or is it more efficient to leave those conversations to an experienced administration team? Ami argues that doctors should focus on medicine, while trained support staff handle the financial discussions to create a smoother patient experience. Zac believes doctors need to become more comfortable having transparent billing conversations and that avoiding them ultimately undermines private billing success.  It's a passionate debate with strong arguments on both sides. Key Topics  Who really drives change within a medical practice?  How long should leaders tolerate resistance before making difficult decisions?  Should doctors discuss fees directly with patients?  The impact of billing confidence on private practice success  The role of reception and administration teams in financial conversations  Creating a consistent patient experience around billing We'd love to hear your thoughts. Should doctors confidently discuss their fees with patients, or should those conversations be handled by the practice support team? Join the conversation by connecting with Practice Partners on LinkedIn or Facebook, or send us your thoughts. Your feedback might even feature in a future episode. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! The new financial year brings more than just award remuneration increases. It is also the ideal time to review employment contracts, HR documentation, policies, and accreditation readiness.  In this episode, Ami and Zac walk through a practical approach to implementing annual pay increases, communicating changes with staff, and ensuring your practice remains compliant. They also discuss why July is the perfect opportunity to audit employee records before accreditation and future workforce requirements catch you by surprise.  Whether you're a Practice Manager, Practice Owner or HR Lead, this episode provides practical advice you can implement immediately.  In this episode we cover:   Understanding the 2026 Fair Work Award wage increases  Who should, and should not, receive a pay increase  Managing above-award employees fairly and consistently  Calculating wage increases using a simple payroll spreadsheet  Communicating pay increases professionally with your team  Common mistakes practices make during annual pay reviews  Reviewing employment contracts and HR documentation  Preparing staff files for accreditation and compliance  Tracking mandatory training, immunisations and certifications  Upcoming accreditation changes and what practices should be planning for now Who should listen? Practice Owners Practice ManagersHR ManagersMedical Practice AdministratorsAnyone responsible for payroll, compliance or accreditation within general practice  Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! In this episode of the Practice Partners Podcast, Ami and Zac are joined by two-time guest, James Gillespie - Founder of Cleanbill, to unpack the findings from Cleanbill's latest electorate breakdown report and what it reveals about bulk billing, out-of-pocket costs, and healthcare accessibility across Australia. Together, they explore why Cleanbill developed electorate-level reporting, how transparent healthcare data is helping patients make more informed decisions, and why practices can benefit from understanding how they compare within their local market. James also shares how Cleanbill has evolved beyond a bulk billing directory into a comprehensive healthcare platform featuring practitioner profiles, accessibility information, opening hours, clinic biographies, and more. The conversation examines one of the report's most significant findings: while bulk billing rates have increased, patient out-of-pocket costs continue to rise. Zac, Ami and James discuss the realities facing general practice, including increasing operating costs, Medicare incentives, mixed billing models, and the ongoing challenge of delivering financially sustainable primary care. The episode concludes with an exciting look at what's next for Cleanbill, including quarterly reporting, enhanced practice analytics, and new service-based search capabilities designed to help patients find specific services such as iron infusions, chronic disease management, and other specialised care. Key takeaways Why healthcare transparency benefits both patients and practices.How electorate-level reporting provides more meaningful insights than national averages.Why bulk billing rates have increased while patient out-of-pocket costs continue to rise.How practices can use benchmarking data to improve accessibility, patient experience, and competitiveness.What's next for Cleanbill and how new analytics will provide practices with more actionable insights.Associated Links Cleanbill Data: https://cleanbill.com.au/cleanbill-dataUpdate your listing (free): https://cleanbill.com.au/update-listing-detailsClaim your listing (free): https://cleanbill.com.au/clinic-portalEpisode timestamps 02:24 Why Cleanbill created electorate breakdown reports 04:22 What Cleanbill is really trying to achieve 08:28 Transparency, competition, and attracting the right patients 14:08 Cleanbill's new analytics dashboard and electorate comparisons 17:17 How practices can claim and manage their Cleanbill listing 20:00 Why out-of-pocket costs are increasing despite higher bulk billing rates 24:04 Medicare incentives and the challenge of practice sustainability 27:24 Funding pressures, urgent care, and the strain on general practice 35:07 How government and policymakers are using Cleanbill data 47:12 What's next for Cleanbill: quarterly reporting, richer analytics, and service-based search Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! Leadership Fatigue: The Silent Threat Facing High-Performing Leaders Leadership can be incredibly rewarding, but it can also be exhausting. In this episode, Ami Assigal and Zac Pandur unpack the reality of leadership fatigue, exploring the warning signs, stages, and practical strategies leaders can use to avoid burnout while continuing to lead effectively. Drawing on their own experiences in healthcare and business leadership, Ami and  Zac discuss why many leaders become trapped in reactive cycles, how teams can unintentionally become dependent on their leaders, and the importance of creating accountability, resilience, and sustainable leadership habits. The conversation examines the progression from enthusiasm and drive through to frustration, disengagement, and burnout, while offering practical solutions to help leaders regain control, improve communication, and build stronger, more independent teams. Whether you're leading a medical practice, managing a business, supervising a team, or simply looking to become a better leader, this episode provides valuable insights into protecting your energy and maintaining long-term effectiveness. In this episode: • What leadership fatigue is and why it affects so many leaders • The five stages of leadership fatigue and how to recognise them • Common signs of burnout and emotional exhaustion • Why leaders often unintentionally create team dependency • The role of accountability and ownership in high-performing teams • Practical communication strategies for difficult conversations • How to navigate resistance to change and maintain momentum • Building leadership systems that reduce stress and improve outcomes Key Takeaway: Leadership fatigue rarely happens overnight. It develops gradually through repeated stress, poor boundaries, and excessive dependence from teams. The most effective leaders recognise the warning signs early, communicate clearly, empower others, and build systems that allow both themselves and their teams to thrive. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! Navigating the 2026 Backflip: Industry Changes and Practice Preparedness Just weeks before significant healthcare reforms were due to take effect, the Australian healthcare industry witnessed a dramatic policy reversal. In this extra episode, Zac and Ami unpack the government's latest Medicare backflip, the confusion surrounding Assignment of Benefit reforms, and what practices need to be doing right now to prepare for the changes ahead. From compliance concerns and patient communication to fee reviews, bulk billing pressures, and rising operational costs, this episode provides practical advice for practice owners, managers, and healthcare leaders navigating an increasingly complex environment. In this episode: What changed with the government's Medicare reform agenda and why it mattersThe Assignment of Benefit confusion and common industry misconceptionsWhy many practices may have misunderstood the practical impact of the reformsPreparing for July 1 fee increases across Medicare, wages, insurances, and subscriptionsBulk billing trends across Australia and the financial realities facing practicesCommunication strategies for discussing fee changes with patientsFinancial forecasting and maintaining practice viability during uncertaintyThe importance of leadership, financial literacy, and strategic planningTechnology, innovation, and operational efficiencies that can support profitabilityPractical actions practices can take immediately to stay aheadWhether you're a practice owner, manager, GP, or healthcare leader, this episode offers timely insights to help your business remain compliant, financially sustainable, and prepared for whatever comes next. Resources & Links RACGP Webinar: July 1 Changes & Verbal Consent RequirementsCyber Insurance Resources with Meena Wahi: [email protected] Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! Medicare’s Biggest Billing Change in Years? What Every Practice Needs to Know From 1 July, the way practices obtain and record Assignment of Benefit (AoB) consent is changing... ever so slightly, marking one of the "most significant Medicare administration updates in history". In this episode, Ami Assigal and Zac Pandur unpack what the new digital consent framework means for general practice, how software vendors are adapting, and what practice owners, managers, and clinicians need to do to remain compliant. The discussion explores the move away from traditional paper-based processes, the increasing role of practice management systems, patient consent requirements, record keeping obligations, and the potential impact on fraud prevention and accountability. Ami and Zac also dive into the often-overlooked SMS Sender ID reforms at ACMA and why practices should act now to avoid disruption to patient communications. Whether you're a GP, practice manager, nurse, receptionist, or healthcare business owner, this episode provides practical insights into the operational and compliance changes that will affect every Australian general practice. In this episode: • What Assignment of Benefit actually means and why it matters • The new digital consent requirements commencing 1 July • How Best Practice, HotDoc, Tyro and other systems are adapting • Record keeping and compliance obligations for practices • Potential risks, benefits and fraud considerations • SMS Sender ID changes and what ACMA practices must do before the deadline • Practical steps to prepare your practice for implementation Key Takeaway: The new AoB framework aims to modernise Medicare claiming and improve patient consent processes, but successful implementation will require practices to understand their obligations, update workflows, and ensure their technology partners are ready. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! In this episode, Zac Pandur and Ami Assigal unpack the evolving world of healthcare marketing and the ongoing debate between managing marketing internally or partnering with external agencies. From social media strategy and branding to compliance, analytics, and long-term practice growth, this episode provides a practical look into what actually works in modern healthcare marketing. The discussion explores the strengths and limitations of both internal teams and outsourced marketing providers, including the importance of understanding your current position before investing heavily into campaigns or branding. Zac and Ami also discuss the growing role of analytics tools, the risks of poor marketing advice, and why authenticity and compliance remain critical in healthcare. Whether you’re a practice owner, manager, or healthcare entrepreneur, this episode offers practical insight into building a sustainable and effective marketing strategy. Key Discussion Points: • Pros and cons of internal marketing teams • Benefits and risks of external marketing agencies • How to assess your current marketing performance • Building an effective healthcare brand • Compliance considerations in healthcare marketing Resources Mentioned: Google Analytics: https://analytics.google.com/ Meta Business Suite: https://business.facebook.com/ AHPRA: https://www.ahpra.gov.au/ TGA Guidelines for Alternative Medicine Marketing: https://www.tga.gov.au/ Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! This week, Zac Pandur and Ami Assigal discuss the hidden risks of walking intellectual property within general practice and business operations. The episode explores how knowledge, processes, policies, procedures, and operational know-how can easily “walk out the door” when staff leave, and why strong SOPs, documentation, and handover processes are critical for protecting business continuity. The team also touches on: Staff handovers and operational gapsWhether employees should work notice periodsBuilding systems that reduce reliance on individualsPlenty of laughs along the wayCelebrating Ami’s 40th birthday 🎉Key Takeaway If important knowledge only exists in one staff member’s head, it is a business risk. Strong systems and clear documentation protect both the team and the business. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! In Episode 82 of the Practice Partners Podcast, Zac Pandur takes on a solo discussion around one of the biggest challenges facing healthcare teams today: negativity in the industry and why positivity matters more than ever. With increasing operational pressure, staffing shortages, burnout, and rising patient expectations, many healthcare environments have fallen into a cycle of stress, frustration, and reactive culture. In this episode, Zac explores how negativity impacts team morale, leadership, patient experience, and long-term business performance, and why leaders must take responsibility for shaping a more constructive workplace culture. This is not about toxic positivity or ignoring real problems. It is about creating resilient teams, improving communication, and building workplaces where people feel supported, valued, and motivated despite the pressure. Zac discusses:  Why negativity spreads quickly in healthcare environments  The operational impact of poor workplace culture  The difference between realism and pessimism  How leadership behaviour shapes team morale  Practical ways to improve positivity within practices and healthcare businesses  Why culture is becoming a competitive advantage in healthcare A practical and honest conversation for practice owners, managers, healthcare leaders, and team members looking to improve culture and performance in an increasingly demanding industry. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! In this episode, Zac Pandur and Ami Assigal break down the realities of GP recruitment and why most clinics get it wrong. From ineffective reference checks to poor alignment and cultural misfits, this conversation focuses on the practical steps required to hire well and reduce long-term risk when bringing doctors into your practice. We cover: • Why traditional reference checks are losing value and where they still matter for GPs • How to identify early “yellow flags” and manage red flags within the first 6 to 12 months • Aligning clinical interests, billing style, and expectations before onboarding • How to run structured, effective reference conversations • Recruiter vs practice-led reference checks • Trial periods and ongoing review vs traditional probation • Cultural fit and personality in long-term success • Key legal considerations when engaging doctors We also speak honestly about: • The lack of transparency across healthcare recruitment • Why most references are overly positive and lack real insight • The risk of hiring for convenience rather than alignment • The long-term cost of cultural misfits If your practice is hiring or considering bringing on new doctors, this is a necessary reset. Structured recruitment, strong alignment, and disciplined processes are critical to building a stable and high-performing clinical team. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! In this episode, Zac Pandur and Ami Assigal break down the recent RBA surcharge changes announcement and what they actually mean for general practice. With shifts in payment processing rules and increasing cost pressures, practices need to reassess how they approach billing, surcharges, and patient communication. This episode focuses on the practical steps required to stay compliant while maintaining financial stability. We cover:  • What the RBA surcharge changes are and how they impact your practice  • The real cost of payment processing and how to manage it  • Fee adjustments and when they are necessary  • How to communicate pricing changes clearly to patients  • Supporting your team with consistent messaging and scripting  • Financial discipline and maintaining profitability in a changing environment We also speak honestly about:  • Why “consistent messaging is key when communicating fee changes”  • The importance of equipping your team, not leaving them exposed  • “Back yourself in pricing and know your practice's worth” If your practice hasn’t reviewed its billing structure recently, this is a necessary reset. Clear pricing, strong communication, and confident leadership are critical in the current environment. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly! Risk in healthcare is not theoretical. It is operational, daily, and often hiding in plain sight. In Episode 79, Zac Pandur and Ami Assigal take a structured look at risk management in general practice, focusing on compliance, staff accountability, and the increasing scrutiny around Medicare and Assignment of Benefit. As regulations tighten, practices that lack discipline in their processes will be the first exposed. We cover:  • The real sources of risk in medical practices today  • Assignment of Benefit changes and what they mean for your clinic  • Medicare compliance and audit preparedness  • Staff training, accountability, and behavioural risk  • The intersection of HR, compliance, and operational control  • Practical steps to assess and mitigate risk across your practice We also speak honestly about:  • Why staff behaviour is one of the biggest uncontrolled risks in clinics  • The gap between “knowing” compliance and actually executing it  • The ownership burden, and why risk ultimately sits with you If you are not actively managing risk in your practice, you are accepting it. This episode gives you the framework to take back control. Support the show We would love for you to share your thoughts, questions, and stories to: [email protected] Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/