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In this episode, Zac Pandur and Ami Assigal explore the importance of task ownership, accountability, and measuring productivity in general practice. They discuss why being busy doesn't always mean being productive, how a lack of ownership creates inefficiencies, and why measuring performance is essential to improving practice operations.

This episode covers:

• Why every task needs clear ownership from start to finish
• The difference between being busy and being productive
• How a lack of accountability creates inefficiencies across the practice
• Setting realistic benchmarks and measurable performance standards
• Using data to identify opportunities for improvement
• Why practice managers and leaders need to challenge existing processes
• How changing responsibilities and workflows can improve efficiency
• Managing resistance to change and inconsistent work practices
• The value of fresh perspectives when reviewing established systems
• Why continuous measurement and review are essential to long-term success

Key takeaway: Being busy isn't a measure of success. Effective practice management requires clear ownership, measurable outcomes, and a willingness to continually review how things are done.

#PracticePartners #PracticeManagement #Leadership #Accountability #Productivity #HealthcareManagement

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We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

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!

An unexpected resignation can hit harder than we expect, particularly when you have invested time, trust and resources into a team member.

In Episode 93, Ami Assigal and Zac Pandur discuss what happens when a resignation lands unexpectedly, why the first emotional reaction is rarely the one you should act on, and how managers can shift quickly from frustration to protecting business continuity.

We discuss:

• Why resignations can feel personal
• Separating your emotional reaction from your responsibility as a manager
• Why you should never send the first response you draft when emotions are high
• Moving from “why are they doing this?” to “what needs to happen next?”
• The risks of changing pay, rosters or expectations just to convince someone to stay
• Managing sick leave and notice periods
• Protecting the wider team from disruption and unnecessary drama
• Why resentment from one resignation should never follow you into the next recruitment process
• Building consistent induction and orientation processes
• Using realistic, scenario-based interview questions to assess candidates
• Testing how candidates respond to pressure, conflict and difficult patients
• Communicating staff departures professionally
• Building resignations into your business continuity planning
• Learning to disconnect emotionally and focus on what the business needs next

A resignation might be unexpected, inconvenient and frustrating. But once it happens, the manager’s job is no longer to change what has happened. It is to control the response, protect the team and keep the business moving.

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

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!

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: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/