PeakHealth Clinic Retention Retainer

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.

How the system flows

1. Care Plan Adherence Tracking→Clinically-appropriate Recall
2. Recall Personalization→GP Sign-off→Patient Channel
3. Chronic-Care Milestone→Overdue Surface→Respectful Outreach
4. Mental-Health Plan Review→Scheduled Cadence→Reminder Path
5. Referral Loop→Family Member Registration→Clinically Triggered
6. Preventive-Health Initiative→AU Primary-Care Norms→Scheduled
7. 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