Practice Partners Podcast

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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/

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 tasks
How journaling and reflection can help separate frustration from the actual problem
What happens when responsibility is genuinely shared across a team
Why feeling stagnant at work can show up as frustration, burnout, negativity or dread
How stepping outside your comfort zone can rebuild confidence and motivation
The difference between delegation and actually letting go
How leaders can build a culture of accountability, problem-solving and autonomy
Ami 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: 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!
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: 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!
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: 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!
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 Managers
HR Managers
Medical Practice Administrators
Anyone 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: info@practicepartners.com.au

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