The Life of a Practice Manager

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The Life of a Practice Manager

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15/11/2025

Just a little Christmas gremlin warming up his paws before battle….. If December had a spirit animal for practice managers… this is it.

Calm on the outside.
Watching everything.
Hoping for peace.
But fully prepared to strike the second something (or someone 👀) touches the Christmas tree.

Honestly, this is the PM life:
• Waiting for the “quick question” that is never quick.
• Bracing for that patient who arrives 25 minutes early and stands at the desk staring.
• Hoping no one knocks over your perfectly set-up Christmas display.
• Pretending everything is fine while secretly planning 14 contingencies.

Healthcare doesn’t slow down in December it gets spicier. And like this cat, ( my baby) we’re all just doing our best to stay festive while managing the chaos.

Practice managers: may your trees stay standing, your staff stay sane, and your day be drama-free (or at least drama-light)…… 🎄

14/11/2025

This week broke me a little and built me again.

Owning and managing a medical practice isn’t a job. It’s a whole life.
And this week reminded me why it can be both deeply rewarding and unbelievably heartbreaking.

We welcomed new front-desk staff and watched them learn, grow, and step into a role that can completely shape a patient’s experience. I was proud. Really proud.

Clinically, we were at full capacity.
Vasectomies back-to-back, fully booked days, reps coming through, and flooring being ripped up and replaced for pathology. A hundred things happening at once and somehow, we kept everything moving.

And the patients…
The ones who showed kindness, gratitude, and respect they carried us through the week more than they’ll ever know.

But then came the part no one ever talks about.

A single review dishonest, unfair, and written by a patient who is also a healthcare professional hit us like a punch to the gut.
Not only was it based on lies, but it also defamed a GP and a staff member who did absolutely nothing wrong except enforce basic practice processes.

And because they didn’t get their own way, they walked out and wrote something that had the power to hurt a whole team.

It shook the confidence of someone who gives her heart to this job every single day.
And it kept me in the clinic long after closing, worrying about how she was coping and how something so untrue could have such a real impact.

People don’t realise how fragile a team’s morale can be.
How one false review can unravel a week of hard work, compassion, and care.
How easy it is for someone to damage a business and walk away without any accountability.

This is the side of practice ownership no one posts about.
Because it hurts.
Because it’s unfair.
Because sometimes you can do everything right… and still get blindsided.

But here’s the truth:
We get up again.
We protect our team.
We rebuild their confidence.
We keep caring, improving, teaching, and supporting.

Because our purpose is bigger than the noise.

Next week, we show up stronger not because we didn’t feel it, but because we did.

And we chose to keep going anyway.

And one more thing that needs to be said.
AHPRA and Google need stronger, fairer review laws to protect general practices from serial 1-star offenders who misuse these platforms out of frustration, not fact. This isn’t about silencing patients it’s about stopping the damage caused by false, harmful, unregulated comments that can crush a team’s morale and impact their mental health.

General practice deserves better.
Our staff deserve better.
Mental health matters.
Do better.

12/11/2025

Where do we draw the line?

As practice managers, we’ve all been there.
You pour your heart into your practice the staff, the patients, the endless hours and then one online review can undo so much of that hard work.

And here’s the part that stings: we can’t even reply.
Not properly. Not honestly. Not under AHPRA’s current rules.

Even when what’s written is false, harmful, or personally directed at a doctor or staff member our hands are tied. We’re told to “stay silent,” “report it,” and “move on.” But meanwhile, the review stays up for the world to see.

Where do we draw the line?
When does protecting patient confidentiality stop meaning that healthcare professionals have no right to protect themselves?

This isn’t about being defensive it’s about fairness, accountability, and mental health.
Because behind every “business” review are real people who care deeply, who go home exhausted, and who just want to do the right thing.

Maybe it’s time the system changed. Maybe it’s time reviewed its stance and allowed a safe, compliant way for practices to respond with the facts without fear of penalty.

What do you think, fellow practice managers?
Where do you draw the line?

29/10/2025

When the local Facebook group comes for your clinic… 👀

You’re just scrolling through your feed minding your business, checking who’s selling second-hand office chairs or which café’s burnt the toast today
and BAM! 💥

“Anonymous post: Has anyone else had a bad experience at that clinic in …….…?”

You stop.
You blink.
You know exactly who they mean.
And the best part?
You know it’s not even true! 😂

Then come the keyboard warriors.
The same five “local legends” who comment on every post like it’s their civic duty.
“Oh yes, I’ve heard they’re so rude!”
“My friend’s cousin’s neighbour said they overcharge!”
“One time the doctor was running late unacceptable!”

And you’re sitting there, sipping your cold coffee thinking:
“Well sorry, but the doctor was late because he was treating an actual emergency… not because he was scrolling TikTok.” 😏

You want to reply.
You really do.
But instead, you close your mouth, open your emails, and go back to running a clinic that’s busier than the comments section of that post.

Because while the Facebook experts are diagnosing “bad service” from their couches
you’re out here managing 100 fires, 10 staff, and one very dramatic waiting room.

Ah yes… the glamorous life of a Practice Manager. 🙃

13/09/2025

💭 Practice Managers, does this sound familiar?

➡️ You start the day with a to-do list… but before you can even tick one thing off, you’re juggling staff calls, patient complaints, Medicare billing queries, IT breakdowns, and a doctor who needs “just 5 minutes.”

➡️ You eat lunch at your desk (if at all).

➡️ By the time you finish, you’ve solved 100 problems — but still feel like you didn’t achieve enough.

The truth? Practice managers are the engine of every medical centre. We carry the weight of compliance, finances, patient care, and staff wellbeing — often without recognition.

If you’re tired and overworked, you’re not alone. This is the Life of a Practice Manager — and we see you. 💙

👉 Comment below: What’s the one thing today that completely derailed your to-do list?

Let’s share, laugh (or cry) together, and remind each other we’re not in this alone.

05/09/2025

You know those calls that make you question your sanity as a practice manager or GP?

Today was one of those.

Patient pays for their consult ✅
Bloods get uploaded to My Health Record ✅
A few days later — they call demanding the doctor “unlock” their results and confirm they’re fine ❌ …without a follow-up appointment, without a fee, and without waiting like every other patient.

Here’s the kicker:
• If results are simple, sure — most of us bulk bill a quick review.
• But if results are abnormal, need referrals or further investigation — that’s a consult, that’s a fee, and that’s how medicine works.

The audacity is real. Expecting a GP in the middle of a packed clinic to stop, open their file, check results, and reassure them for free… all while other patients are sitting in the waiting room.

We’ve all been there. And honestly? These situations aren’t about money — they’re about boundaries, respect for our profession, and keeping care safe and sustainable.

Practice managers + doctors: how many times have you had to explain this exact scenario?

03/09/2025

Filing your billing receipts doesn’t have to be boring!

I get asked ALL the time 👇
👉 “How do I file bulk billing and private billing receipts?”

Here are 4️⃣ simple options (pick your style ⬇️):

📂 Option 1 – Digital Diva
Everything lives in your secure drive → Finance → Billing → Year → Month → Day.
💻 Easy to search. No paper cuts.

📑 Option 2 – Paper Traditionalist
Print, hole-punch, and file into lever arch folders (Bulk Bill 📂 vs Private 📂).
✍️ Old school, but it works.

🔀 Option 3 – Hybrid Hero
Digital first, but keep paper copies of key stuff (month-end, Medicare rejections, debtors).
⚖️ Best of both worlds.

🤖 Option 4 – Outsourced/Automated
Connect your PMS with Xero or MYOB → let the system file for you.
✨ Zero stress, maximum efficiency.

✨ Pro Tip: Whatever you do → ALWAYS keep bulk billing and private billing separate!

So… which filing style are YOU? 👀

02/09/2025

🐪 Hump Day as a Practice Manager 🐪

By Wednesday:
📞 The phones are louder than Monday.
📋 The task list has tripled.
😅 Patients are multiplying faster than your coffee intake.

And yet… somehow, we keep the practice running.

💡 Reminder to all PMs out there: you don’t need to tick everything off the list today. Celebrate the small wins, take that deep breath, and remember — you’ve already made it halfway through the week 💪

👉 What’s your hump day survival hack as a Practice Manager?

31/08/2025

The KPIs Every Practice Manager Must Know (and Why They Matter)

In General Practice, leadership isn’t just about keeping the doors open—it’s about building a sustainable, thriving practice that delivers excellent care for patients and a supportive environment for staff.

That’s where Key Performance Indicators (KPIs) come in.
KPIs aren’t just numbers on a spreadsheet—they’re the pulse of your practice. They give practice managers the visibility they need to make informed decisions, drive improvement, and advocate for change.

✅ Financial KPIs
• Billing trends (bulk billing vs private billing)
• Outstanding debt and gap fee collections
• Cost per consultation vs revenue per consultation

✅ Operational KPIs
• Average patient wait times
• DNA (Did Not Attend) and cancellation rates
• Appointment utilisation (are your books full—or leaking revenue?)

✅ Clinical & Compliance KPIs
• Chronic disease management plan uptake
• Immunisation and preventive care coverage
• RACGP standards compliance and audit outcomes

✅ Team & Patient Experience KPIs
• Staff retention and turnover
• Training completion rates
• Patient satisfaction scores and feedback themes

As a Practice Manager, you don’t need to track everything—but you do need to know what moves the needle.
The real leadership is in turning data into action: spotting trends early, coaching your team, and ensuring your doctors can focus on patient care while you run the engine room.

📊 Tip for Practice Managers: Choose 5–7 core KPIs to focus on. Review them monthly with your leadership team, and share wins with your staff. Data should inspire improvement, not overwhelm.

Because in the end—what gets measured, gets managed.

© The Life of a Practice Manager. Sharing is welcome with credit/tag. Copying without credit is not permitted.

30/08/2025

Are you a Weekend Practice Manager? 🌟

Running a practice during the week is one thing… but weekends? That’s a whole new game. 😅
Here are a few tips & tricks to help you survive (and thrive!) as a weekend PM:

✅ Plan Friday Like a Pro – Set up your weekend roster before close of business Friday. No last-minute scrambling!

✅ Keep It Simple – Limit non-essential admin tasks; weekends are about patient flow, not paperwork.

✅ Clear Communication – Have a group chat or shared system with your weekend staff so issues don’t get missed.

✅ Expect the Unexpected – Emergencies always seem to happen on weekends. Build in extra buffer time for delays.

✅ Look After Yourself – Coffee is essential ☕ but don’t forget hydration, short breaks, and keeping your sense of humour intact! 💙

💬 Weekend PMs — what’s your #1 survival tip? Drop it below ⬇️

📌 Disclaimer: © The Life of a Practice Manager. Sharing is welcome with credit/tag. Copying without credit is not permitted.

29/08/2025

When the Practice Manager and Business Manager don’t see eye to eye… who really suffers?

I’ve seen it too many times:
The Practice Manager is on the ground daily – juggling staff issues, patient complaints, rosters, Medicare compliance, chasing doctors, managing burnout.
The Business Manager is in the boardroom – focused on numbers, contracts, growth, and strategy.

Both roles are critical. Both want the practice to succeed.
But when there’s tension between the two? 💥 The entire practice feels it.

👉 Staff feel the divide and start choosing sides.
👉 Doctors lose trust in leadership.
👉 Patients sense instability.
👉 Morale drops.

Here’s the truth: you can’t build a strong practice if the leadership team isn’t united.
You don’t have to agree on everything (you won’t). But you do have to respect each other, listen, and stay aligned on one thing: the wellbeing of patients and staff.

At the end of the day, ego doesn’t pay the bills. Collaboration does.
And if the Practice Manager and Business Manager can’t work together – the practice won’t just struggle… it will crumble from the inside.

💡 To my fellow PMs: Have you ever been in this situation? How did you handle it?
💬 Let’s open up the conversation – because I know I’m not the only one who’s felt this!

© The Life of a Practice Manager. Sharing is welcome with credit/tag. Copying without credit is not permitted.

27/08/2025

Practice Manager math:

📞 20 phone calls
👩‍⚕️ 10 staff questions
📑 5 urgent forms
😅 …all before your first sip of coffee.

☕ Who else relates? 🙋‍♀️

© The Life of a Practice Manager. Sharing is welcome with credit/tag. Copying without credit is not permitted.

Address

Perth, WA
6000

Telephone

+61861175544

Website

http://www.thelifeofapracticemanager.com.au/

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