PeakHealth Clinic Retention Retainer
A Brisbane multi-clinic GP network added recurring-care plans and a referral loop on a nine-month retainer.
Impact
What changed.
Care-plan adherence
Chronic-care plan review attendance rose from 61% to 84% within six months. Mental-health plan follow-up attendance similarly improved.
Recurring revenue
Recurring-care revenue as a share of total practice revenue rose from 19% to 34%. The practice principals described the revenue mix as materially more durable.
Patient outcome signal
Clinical-outcome metrics tracked by the practice (HbA1c trends, BP control rates, mental-health PHQ-9 improvement) all moved in the right direction — the commercial outcome aligned with patient outcome, exactly as intended.
The challenge
Before
PeakHealth runs five GP clinics across Brisbane with a mix of private and bulk-billed patients. Patient volume was healthy but the practice principals wanted to build a more durable revenue base — particularly around chronic-care management, mental-health care plans, and preventive health. They had the clinical capability but lacked structured retention systems, and they wanted growth that supported the patients' long-term health rather than purely transactional throughput.
- Strong acute-visit volume but weak recurring-care plan uptake
- Chronic-care plan reviews drifting past clinically recommended cadence
- Mental-health care plan follow-ups inconsistently scheduled
- Patient health-record-based recall sent generically, not personalized
- No referral loop encouraging satisfied patients to bring family in
- Preventive-health milestones (screening, immunization) not surfaced systematically
- No way to identify patients at risk of disengaging from their care plan
- Marketing limited to passive Google Business profile
The solution
What we built
We ran a nine-month retainer focused specifically on retention and recurring-care revenue, with the explicit principle that clinical appropriateness leads commercial outcome — we would never push a patient toward care they did not need. We instrumented care-plan adherence and patient engagement signals. We rebuilt patient recall to be personalized to the patient's actual care context, with the GP's sign-off on every message template. We worked with the clinical team to identify chronic-care management milestones that were genuinely overdue and surface them respectfully. We built a structured referral mechanism rewarding family-member registration when clinically appropriate. We helped the principals shape preventive-health initiatives respecting Australian primary-care norms. Throughout, the clinical team retained final authority on every patient-facing message.
Core workflow connections
How the system flows.
- Care Plan Adherence TrackingClinically-appropriate Recall
- Recall PersonalizationGP Sign-offPatient Channel
- Chronic-Care MilestoneOverdue SurfaceRespectful Outreach
- Mental-Health Plan ReviewScheduled CadenceReminder Path
- Referral LoopFamily Member RegistrationClinically Triggered
- Preventive-Health InitiativeAU Primary-Care NormsScheduled
- At-Risk Disengagement SignalClinical OutreachRe-engagement
- Clinical appropriateness as principle leading commercial outcome
- GP sign-off on every patient-facing message template
- Care-plan adherence and engagement instrumentation
Process
How we built it.
Care Plan Adherence Tracking → Clinically-appropriate Recall
Recall Personalization → GP Sign-off → Patient Channel
Chronic-Care Milestone → Overdue Surface → Respectful Outreach
Mental-Health Plan Review → Scheduled Cadence → Reminder Path
Referral Loop → Family Member Registration → Clinically Triggered
Preventive-Health Initiative → AU Primary-Care Norms → Scheduled
At-Risk Disengagement Signal → Clinical Outreach → Re-engagement
Clinical appropriateness as principle leading commercial outcome
GP sign-off on every patient-facing message template
Care-plan adherence and engagement instrumentation
Start a project
Healthy patient volume but thin recurring revenue?
Our Product Growth retainers in healthcare lead with clinical appropriateness — commercial outcomes follow when patients get the care they need at the right cadence.
No retainer lock-in · Month-to-month · Full transparency
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