Overview

What actually makes a clinic memorable?

In this episode, Michael is joined by Jason from Body Logics to talk about how he has grown the business from a small sports massage setup into four clinics delivering around 1,500 appointments a month.

A big part of the conversation is about what happens beyond the treatment room.

Jason talks about why he openly shares the P&L with his team, how he links progression to performance and patient feedback, and why he wants every person in the clinic to understand how the business actually works.

They also get into patient experience, reviews, referrals and Jason’s idea of turning patients into fans rather than simply trying to retain them.

There’s also plenty on the numbers behind the business, including self-funded versus insurance patients, retention, patient value, service mix, capacity and how Clinic Signal helps him see what is really going on across the clinics.

Show Notes

• Growing Body Logics from a small clinic to four locations
• Why Jason shares the P&L with his entire team
• Building a team that understands the business
• Turning patients into fans
• Why reviews and referrals matter so much
• Linking pay progression to performance and feedback
• Creating a clear path for clinicians to progress
• Patient experience as a growth strategy
• Retention versus simply chasing new patients
• Self-funded versus insurance patients
• Patient value, service mix and profitability
• Using Clinic Signal to understand capacity and performance
• Why time between visits matters
• Building towards a more multidisciplinary clinic

What You’ll Learn

• Why transparency can create better buy-in from your team
• How sharing financial data can change the way staff think about the business
• Why Jason values patient feedback so highly
• The difference between a patient, supporter and fan
• How great patient experience can drive reviews and referrals
• Why retention should not be looked at in isolation
• How performance-based progression can motivate clinicians
• Why clear expectations make pay conversations easier
• How to build a team that wants to stay and grow with the business
• Why patient value matters when making business decisions
• How service mix affects growth and risk
• Why time between visits can reveal capacity problems
• How Clinic Signal can help connect the numbers across the business
• Why patient experience, team culture and commercial performance are all linked

Who This Episode Is For

• Private practice owners growing a team
• Clinic owners trying to improve patient experience
• Businesses looking to build stronger team culture
• Practice owners struggling with retention and referrals
• Clinic owners who want their staff to understand the commercial side of the business
• Anyone trying to make better decisions using clinic data
• MSK businesses thinking about multidisciplinary growth

Guest Details

Jason Dodd - Owner, Body Logics

Jason is the owner of Body Logics, a group of four clinics based in North London.

After leaving a career in teaching, Jason took over the original Body Logics business and has since grown it from a small sports massage setup into a multi-site clinic delivering around 1,500 appointments a month.

His approach centres around transparency, patient experience and building a team that understands both the clinical and commercial sides of the business.

Jason is also focused on expanding Body Logics into a broader multidisciplinary model, while continuing to use patient feedback, team performance and business data to guide how the clinics grow.

Visit https://hmdg.co.uk for further information.

Follow Michael on LinkedIn. https://www.linkedin.com/in/mjschumacher100

Overview

How many decisions are you making in your clinic based on what you think is happening?

In this episode, Michael is joined by Ewan Ross from ER Physiotherapy to look at what changes when you stop relying on gut feel and start using the numbers properly.

They get into the data Ewan actually uses to run the business, from revenue and utilisation to rebooking, cancellations, demand, team performance and marketing return, and how those numbers influence decisions around hiring, pricing and growth.

A big part of the conversation focuses on Clinic Signal and how having everything in one place has helped Ewan spot problems earlier, understand where the clinic has capacity, benchmark performance and make decisions with a lot more confidence.

They also cover recall, room occupancy, service mix, insurance work and why one bad week does not necessarily mean the business is heading in the wrong direction.

Show Notes

• Ewan’s journey from solo physio to a team of 10
• The clinic metrics that actually matter
• Revenue, utilisation and new patient demand
• Rebooking, cancellations and team performance
• Room occupancy and hidden clinic capacity
• Recall and lapsed patients
• Service mix, insurance and profitability
• Benchmarking against other clinics
• Connecting marketing spend with clinic capacity
• Using data to make better hiring and pricing decisions
• How Ewan uses Clinic Signal to run the business

What You’ll Learn

• Which clinic metrics are actually worth paying attention to
• Why looking at revenue alone does not tell you enough
• How to tell whether your clinic genuinely has room to grow
• Why clinician utilisation and room occupancy are not the same thing
• How demand data can influence hiring and holiday planning
• What cancellation and rebooking trends can tell you about the team
• How to identify clinicians who may need support
• Why lapsed patients are often revenue sitting on the table
• Why service mix should influence marketing and recruitment
• When insurance work may be reducing profitability
• How benchmarking can give clinic owners more confidence
• Why marketing spend should always be viewed alongside capacity
• How to calculate whether your marketing is actually making money
• Why better data makes hiring decisions less risky
• How pricing changes can have a significant impact on revenue
• Why good clinic data should ultimately lead to action

Who This Episode Is For

• Private practice owners who want better visibility over their business
• MSK clinic owners trying to grow their team
• Practice owners unsure whether they should hire again
• Clinics struggling to understand utilisation and capacity
• Business owners who want to make more data-led decisions
• Clinic owners who want to understand whether their marketing is actually working
• Anyone currently running their clinic largely on gut feel

Guest Details

Ewan Ross - Founder, ER Physiotherapy

Ewan Ross is the founder of ER Physiotherapy in Aberdeen.

After starting out as a solo practitioner, Ewan has grown the business into a team of 10 with its own clinic space and a growing reputation in sports physiotherapy.

ER Physiotherapy has also worked with major sporting organisations and events including Rogue Fitness and the Rogue Invitational, supporting some of the world’s leading strength and CrossFit athletes.

Alongside the clinical side of the business, Ewan has developed a strong focus on the numbers behind the clinic, using data around demand, utilisation, team performance, marketing and patient behaviour to guide how ER Physiotherapy grows.

Visit https://hmdg.co.uk for further information.

Follow Michael on LinkedIn. https://www.linkedin.com/in/mjschumacher100

Overview

This episode takes a different angle. Instead of hearing from another clinic owner, Michael talks to someone who sees the business from the other side of the desk.

Michael sits down with Anne-Kathrin Heuer, a practice manager who has worked in private physiotherapy clinics since 2020. They discuss what really happens behind the scenes, what patients say when the clinicians aren't listening, and why so many clinic owners struggle to let their managers actually manage.

They start with pricing. Anne explains why her first clinic spent years debating a move away from charging more for initial assessments, and how her current clinic made the switch to a flat rate within months of her joining, with no pushback from patients. Michael sets out the numbers behind that decision and explains why pricing against your competitors keeps you stuck in the middle.

The bigger theme running through the episode is trust. Anne and Michael look at why clinic owners delegate responsibility without handing over the authority to go with it, why a good practice manager needs to be able to say no, and why keeping your manager away from the financials limits what they can do for the business. They also cover hiring for personality over clinical ability, the part the reception team plays in patient experience, and the phone call that most clinics get wrong.

Show Notes

• Anne's route into practice management
• Moving to flat-rate pricing
• Why pricing against competitors is a mistake
• The biggest mistake clinic owners make with their managers
• Delegating responsibility without delegating authority
• Why a practice manager needs to be able to say no
• The practice manager's role in recruitment
• Hiring for personality over clinical ability
• What patients say when the clinicians aren't listening
• Patient experience and what makes a good reception team
• The "how much is an appointment?" phone test
• When a clinic should hire a practice manager
• Practice managers, revenue and business development
• Giving practice managers access to financial data

What You'll Learn

• Why moving to flat-rate pricing rarely costs clinics the patients they fear losing
• How much revenue the gap between initial and follow-up prices can be costing you
• Why your practice manager can't do their job if you won't let go
• How to introduce a practice manager to your team so they actually become the first point of contact
• Why a manager who says no is more valuable than one who agrees with everything
• How a practice manager can add value to recruitment, even without clinical knowledge
• Why personality often matters more than the best CV
• The small details that shape how patients feel about your clinic
• What separates a good receptionist from a great one
• How to answer the pricing question on the phone without losing the booking
• The questions to ask before hiring a practice manager
• Why a practice manager should be commercial, not just operational
• Why sharing financial data with your manager builds trust and better decisions

Who This Episode Is For

• Clinic owners thinking about hiring a practice manager
• Clinic owners who already have a manager but struggle to delegate
• Practice managers looking to grow their role
• MSK clinic owners reviewing their pricing structure
• Clinics looking to improve patient experience and front-desk performance
• Anyone interested in how clinics really run day to day

Guest Details

Anne-Kathrin Heuer, Practice Manager

Anne-Kathrin Heuer has worked as a practice manager in private physiotherapy clinics since the start of 2020.

Before moving into the MSK sector, Anne trained as a teacher in Germany, studied applied linguistics in the UK, and worked in training coordination and operations management at a business school and in hospitality management.

She spent six years at a large, established clinic with around 17 to 18 therapists. There she managed a reception team of five, was closely involved in recruitment, and worked alongside the directors on the running of the business. She joined her current, smaller clinic in spring this year.

Visit https://hmdg.co.uk for further information.

Follow Michael on LinkedIn. https://www.linkedin.com/in/mjschumacher100