A sustainable practice built on continuity

Modern general practice is in a pressure period. Amid greater patient demands, rising costs, and industry burnout, a practice that works to protect what’s most important – patient care and staff wellbeing – will always succeed.

Nestled in Melbourne’s Pascoe Vale South, Bell Street Family Medical Centre (BSFMC) doesn’t just stand out for its memorable yellow exterior, but for its commitment to continuity of care, clinical quality, and sustainable practice management.

Dr Sidra Akhtar, head doctor at BSFMC, credits her loyal, multi-generational patient base with her continued focus on preventative care and early intervention over just treating acute issues.

“We prioritise building long-term relationships, so we understand not just a patient’s medical history, but their personal context, which helps guide more tailored and effective management,” she says.

Care that covers all stages of life

Dr Akhtar’s decision to pursue general practice was shaped early in her career, following time spent working in hospitals. It was here she discovered building long-term, trusting relationships with her patients could lead to stronger continuity of care.

“What drew me specifically to general practice is the variety and the ability to see patients across all stages of life, as well as the role GPs play as the first point of contact in the healthcare system,” she says.

“I enjoy the challenge of managing a wide range of conditions, from acute presentations to chronic disease, while also supporting patients’ mental and social wellbeing.”

That philosophy now underpins everything from how care is delivered at BSFMC to how the practice is structured.

Preventive care and early intervention are central pillars, with the practice investing time in proactive screening, chronic disease management and lifestyle support – an approach that takes planning, resources, and operational discipline.

Expanding care through clinical expertise

Dr Akhtar’s influence doesn’t stop at patient care. She also wants to build a practice where ongoing professional development is a must-have for staff. An asset she says benefits both doctor and patient.

“I also invest in training and upskilling staff, so they feel valued and can work at the top of their scope,” she says.

The ongoing development of her team means the practice can expand their services while maintaining the high-quality care they’re known for in the community.

“Each GP has different clinical interests, which allows us to offer a broader range of care within the practice,” she explains.

The practice is always looking for ways to improve access and efficiencies for patients through new technologies – while still maintaining their personal, approachable style of care.

“The goal is to adapt to change while preserving the core values of general practice – continuity, accessibility, and providing holistic care,” Dr Akhtar says.

A whole-team approach to patient care

Delivering this level of care at scale requires structure. BSFMC operates with a deliberate, team-based approach designed to balance access, quality, and sustainability.

Dr Akhtar knows the expertise doesn’t start and end at having GPs with different clinical interests. She knows the team’s success also comes down to the practice nurses focused on chronic disease management and preventive health, allied health professionals, and her experienced administrative staff.

“Reception staff play a crucial role in managing patient flow – they handle appointment scheduling, triage queries, follow-ups, and act as the first point of contact – ensuring patients feel welcomed and supported,” Dr Akhtar says.

To protect care quality while improving access, BSFMC uses structured appointment types, triage systems, and a balance of face-to-face and telehealth consultations.

When it comes to building those long-term patient relationships, Dr Akhtar says continuity isn’t just a clinical preference, but an operational choice.

“Encouraging continuity with the same GP and setting clear consultation boundaries has also helped improve workflow, reduce strain on the team, and maintain quality of care,” she says.

A financial relationship aligned to practice philosophy

Supporting this balanced, relationship-first approach requires a financial partner that understands the pressures facing the modern world of general practice.

“Our banker, Ursula, and the BOQ Specialist team play an important role by [...] understanding the unique challenges of general practice, which makes a big difference,” says Dr Akhtar.

BOQ Specialist’s experience in the healthcare sector enables Dr Akhtar to make confident, forward-looking decisions. The support she received allowed her to “focus more on patient care and less on administrative or financial stress.”

That partnership supports both stability today and flexibility for the future, whether that’s expanding services, investing in technology, or developing the next generation of GPs.

“Overall, having a trusted financial partner gives me stability and flexibility as I work toward both my clinical and business goals,” says Dr Akhtar.

Success measured in sustainable care

For Dr Akhtar, practice success isn’t measured purely on a growing client list.

“I measure success at both a practice and patient level,” she says.

For the practice, she says success lies in access and continuity. “Being able to offer timely appointments while maintaining strong, ongoing relationships between patients and their GP.”

As for the patient, Dr Akhtar says it starts with the clinical – effective management of chronic conditions, preventative care uptake, and reduced need of urgent care – and ends with more holistic measures, which she says are just as important. “I consider whether patients feel heard, supported, and confident in managing their health.”

It would come as no surprise that what motivates Dr Akhtar is closely aligned with her definitions of success for her own work and BSFMC – it all comes down to relationships.

“Seeing the difference that consistent, holistic care makes over time is incredibly rewarding.”

Through enduring patient relationships and the support of trusted partners such as BOQ Specialist, BSFMC is well positioned for a sustainable future in general practice.

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