Part honest conversation, part industry insight, this episode explores one of the most misunderstood topics in healthcare: sales.

Most clinics think they have a marketing problem. In reality, many have a follow-up problem. Enquiries come in through forms, phone calls, WhatsApp, social media, and email, but too often nobody really knows what happens next. Patients drift away, systems miss them, and clinics lose revenue without ever spotting where the leakage is happening.

In this episode, Michael sits down with Jared Aron, founder of Coherent, to talk about why sales should not be a dirty word in healthcare. They unpack patient drop-off, recall, reactivation, lead conversion, poor PMS data, and the hidden cost of clunky clinic systems. They also touch on how better visibility tools like the HMDG Capacity Engine (https://capacity.hmdg.co.uk/) and Retention Engine (https://retention.hmdg.co.uk/) can help clinics actually understand what’s going on beneath the surface.

Show Notes

•   Why sales is misunderstood in healthcare
•  Jared’s background in clinics and healthcare technology
•  The idea of patient leakage and where clinics lose people
•  Why PMS data is often inaccurate or misleading
•  The gap between medical records and customer records
•  Why many clinics stop following up too early
•  How better follow-up improves lead conversion and recall
•  What healthy inquiry-to-booking conversion can look like
•  Why poor booking systems create friction and lost revenue
•  How irrelevant automation trains patients to ignore clinics
•  Why timing, channel, and relevance matter in patient communication
•  The real ROI of better follow-up

What You’ll Learn

• Why sales in healthcare is really about better follow-up
•  How clinics lose patients without realising it
•  Why PMS retention figures can be misleading
•  What stronger lead handling actually looks like
•  Why consistency matters as much as speed
•  How reactivation varies across different services
•  Why poor systems reduce bookings
•  How better communication can improve conversion
•  Why tools like the Capacity Engine (https://capacity.hmdg.co.uk/) and Retention Engine (https://retention.hmdg.co.uk) help you understand performance properly
•  Why ROI includes both revenue gained and time saved

Who This Episode Is For

• Private practice owners who feel they are losing patients
•  MSK clinic owners looking to improve conversion and recall
•  Healthcare businesses frustrated by poor systems and messy data
•  Practice owners who want growth without being overly salesy
•  Marketing and growth teams working with clinics

Guest Details

Jared Aron - Founder, Coherent

With a background in clinic leadership, medical devices, and healthcare technology. After seeing how difficult it was for clinics to manage patient drop-off, retention, and recall with existing systems, he founded Coherent to help practices improve revenue by fixing leakage across the patient journey.

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

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

Part industry analysis, part honest conversation, and a clear reality check for clinic owners who want to know where they actually stand.

Most clinics don’t know what the average physio appointment costs in their region. They don’t know what a good rebooking rate looks like. They don’t know whether their marketing spend, utilisation, or team structure is healthy compared to the rest of the industry.

In this episode, Michael sits down with Alex Kyriacou, co-owner of Flex Physiotherapy, to walk through the results of the Private Practice Barometer, one of the largest benchmarking surveys ever conducted in the MSK industry.

Using data from hundreds of clinics, they compare Flex Physio’s numbers against national benchmarks. From pricing and retention to staffing models, technology, marketing costs, and owner wellbeing, the conversation explores what “normal” actually looks like in private practice.

Show Notes

• Why the Private Practice Barometer was created
•  How Flex Physio grew from satellite clinics to a 13-person practice
•  Typical physio pricing across the UK and how Flex compares
•  Why raising prices doesn’t necessarily reduce patient demand
•  Admin support, staffing models, and clinician productivity
•  PAYE vs contractor clinicians and the impact on culture
•  Utilisation rates: what a healthy diary actually looks like
•  DNA rates and systems that reduce missed appointments
•  Rebooking rates and the role of patient trust
•  Technology in modern clinics: ultrasound, shockwave, and force plates
•  Understanding patient acquisition cost and marketing spend
•  Why many clinics lack financial visibility
•  Scaling vs staying small, and the reality of clinic growth

What You’ll Learn

• Why most clinic owners don’t know their true performance benchmarks
•  How pricing compares across different UK regions
•  Why raising prices often improves retention
•  The systems that reduce DNAs and improve rebooking
•  What a healthy utilisation rate actually looks like
•  How admin support affects clinician productivity
•  Why contractor models can limit long-term growth
•  The relationship between clinic size and owner happiness
•  How technology can increase pricing power and retention
•  Why understanding patient acquisition cost matters

Who This Episode Is For

• Private practice owners who want to benchmark their clinic properly
•  MSK clinicians thinking about starting or scaling a practice
•  Clinic owners unsure whether their numbers are “good” or “bad”
•  Healthcare businesses trying to improve profitability
•  Practice owners who want clearer strategic decisions

Guest Details

Alex Kyriacou - Co-Owner, Flex Physiotherapy

Alex is a physiotherapist and co-owner of Flex Physiotherapy in Burgess Hill, Sussex. After joining as an associate in 2019, he became part of the leadership team alongside founders Matt Prout and Kieran Barnard.

Flex has grown from small satellite clinics into a multidisciplinary practice with a rehabilitation gym, diagnostics, and a team of more than a dozen staff.

Alongside running the clinic, Alex continues to work full-time in the NHS, giving him a unique perspective on both public and private healthcare systems.

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

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

Most clinics obsess over clinical quality.

Very few audit the experience around it.

In this episode, Michael sits down with Heather, a former agency owner, now AI advisor, and long-term MSK patient, to get an outsider’s perspective on private practice. From first phone calls to follow-up WhatsApp, pricing strategy to practitioner branding, this is an honest look at what patients actually notice.

They explore why “great clinicians” aren’t enough, how small operational details drive referrals, what women in leadership experience differently, and where AI genuinely adds value, without damaging trust.

This is a conversation about business fundamentals, patient psychology, and the uncomfortable truths clinic owners need to hear.

Show Notes

• Why patient experience starts before the first appointment
• Missed calls, slow callbacks, and operational blind spots
• Clean rooms, clear communication, and the details patients actually notice
• Why referrals are worth more than retention
• The brand vs the practitioner: who do patients stay loyal to?
• Boutique clinics vs bigger models, and why women often choose differently
• Pricing in a tighter economy: value vs sensitivity
• Why most people don’t understand what physios actually do
• The opportunity for clinics to replace the lost “family GP” role
• Accountants, metrics, and why messy numbers kill leverage
• Business coaches, snake oil, and the danger of generic advice
• AI in clinics: where it saves time, where it creates risk
• Why AI fluency must start with the owner

What You’ll Learn

• Why clinical excellence alone doesn’t guarantee growth
• How operational friction quietly kills referrals
• Why patients care more about experience than expertise
• The difference between price resistance and value resistance
• How to think about clinic pricing in uncertain economic times
• Why most clinic owners treat the business like a bank account
• What good financial visibility actually looks like
• How to evaluate advisors, consultants, and coaches properly
• Where AI genuinely improves efficiency, and where it erodes trust
• Why authenticity still wins in an automated world

Who This Episode Is For

• Clinic owners who want honest external feedback
• MSK practitioners serious about improving patient experience
• Leaders thinking about pricing and positioning
• Clinics exploring AI tools but unsure where to start
• Female clinic owners navigating leadership and growth
• Business-minded clinicians who know “being good” isn’t enough

Not For

• Owners who believe clinical skill alone drives growth
• Clinics unwilling to review their operations honestly
• People expecting AI to solve structural business problems
• Leaders who don’t want their assumptions challenged

Guest Details

Heather. Founder, The AI Edit

Heather built and sold a UK marketing and PR agency before leading a group of agencies and, more recently, launching The AI Edit, a consultancy focused on helping leaders think clearly about AI and implement it responsibly.

With 25 years in business leadership and a long history as a private MSK patient, she brings a rare dual perspective: commercial operator and healthcare consumer. Her work now focuses on AI fluency, risk awareness, and practical implementation, without hype.

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

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

Most clinic owners don’t burn out because they’re “bad at business.”
They burn out because they’re carrying too much, in an industry that rarely admits how hard it is.

In this episode of No Appointment Necessary, Michael sits down with Jo Turner, a physiotherapist of 30 years, clinic owner, and founder of Mehab. To talk about the side of private practice that rarely gets airtime: identity, pressure, perfectionism, and the quiet emotional weight of running a clinic.

They unpack why better metrics don’t automatically create happier owners, why clinic owners often operate like isolated islands, and how well-being support can improve performance as a byproduct, not the goal. It’s an honest conversation about the “messy middle” of clinic growth, the myths around money and success, and what it really takes to stay in the profession without losing yourself.

Show Notes

• Jo’s shift from clinic owner to clinician coach (and why it happened during COVID)
• Why better metrics don’t automatically mean happier clinic owners
• The “messy middle” of clinic growth: stress, money pressure, and isolation
• Perfectionism, people-pleasing, and the fear of being seen struggling
• Toxic comparison in the profession, and how it impacts confidence
• Practical takeaways: identity, boundaries, doing less, and decision filters that calm the noise

What You’ll Learn

• Why improving wellbeing often improves performance without chasing performance
• How perfectionism and comparison create chronic stress in clinic owners
• Why “more money” doesn’t fix emotional exhaustion
• What the “messy middle” looks like, and why so many clinics get stuck there
• How to spot when growth is costing you more than it’s giving back
• Why clinic ownership can change how people see you overnight
• How to rebuild identity outside the clinician role
• Why doing less can create better outcomes for both patient and clinician
• Simple filters for decision-making: does it make you happy? does it move the needle?

Who This Episode Is For

• Clinic owners who feel stressed, isolated, or quietly overwhelmed
• Physios questioning whether they can stay in the profession long-term
• Clinicians who feel like they “should be coping better”
• Practice managers supporting burnt-out owners or teams
• Anyone tired of hustle-content and keen on a more sustainable view of success

Not For

• People looking for “10 hacks to scale your clinic fast”
• Anyone who thinks wellbeing is fluffy or irrelevant to performance
• Listeners expecting quick fixes instead of real reflection
• Clinicians who only want tactics, not mindset, identity, and behaviour change

Guest Details

Jo Turner - Physiotherapist, Clinic Owner & Founder, Mehab

Jo Turner is a UK physiotherapist of 30 years and owner of two clinics in Gloucestershire and Wiltshire. Just before COVID, she trained as a life coach, a shift that became the foundation for Mehab, her coaching organisation focused on supporting clinician wellbeing.

Jo provides one-to-one coaching, group coaching, and courses designed specifically for clinicians and clinic owners, helping people feel safe, regain perspective, and rebuild a sustainable relationship with work, identity, and performance.

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

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

Every physio has thought about building a better rehab tool.

Very few follow it all the way through.

In this episode, we speak with Matt Anstey, clinic owner and co-inventor of AFLEX Pro, about what really happens when a clinician turns a rehab problem into a global product. From DIY prototypes and government grants to elite sport adoption and B2C growth, this is an honest look at innovation without the hype.

We explore the difference between running a clinic and running a product business, why “boring but effective” rehab tools are harder to sell than flashy gadgets, and what it actually takes to scale ethically in MSK healthcare.

Show Notes

• How AFLEX Pro started as a personal rehab problem
• From garden prototypes to elite sport and clinic use
• The real cost of patents, IP, and product development
• Clinic cashflow vs product ROI
• Why physios are hard to sell to, even with evidence
• Boring effectiveness vs flashy rehab tech
• Selling to single clinics vs large chains
• The B2B to B2C shift in rehab products
• Why education matters more than awareness
• When a product outgrows the clinic that funded it

What You’ll Learn

• Why most clinicians underestimate the cost and complexity of product businesses
• How to think about product development as a multi-year commitment, not a side project
• Why clinical evidence alone doesn’t guarantee adoption
• How credibility with peers differs from impact with patients
• Why physios struggle with pricing, even when ROI is obvious
• The difference between “cool” products and clinically essential ones
• How staying in clinic can strengthen, not weaken, product credibility
• What it actually takes to go direct-to-consumer in healthcare
• Why education beats awareness when patients don’t know the problem exists
• How to recognise when a product is ready to scale, and when it isn’t

Who This Episode Is For

• Physios thinking about creating a product or device
• Clinic owners curious about diversifying beyond hands-on care
• MSK clinicians frustrated with gimmicks and buzzwords
• Healthcare founders balancing credibility and growth
• Anyone interested in ethical innovation in rehab
• Clinicians considering B2C, digital rehab, or online programmes

Not For

• People looking for overnight success stories
• Anyone expecting products to be easier than running a clinic
• Clinicians chasing hype over outcomes
• Founders who want to avoid risk, complexity, or long timelines
• Anyone hoping evidence alone sells products

Guest Details

Matt Anstey. Clinic Owner & Co-Inventor, AFLEX Pro

Matt is a UK-based physiotherapist and founder of Azzurro Physiotherapy & Training, alongside being the co-inventor of AFLEX Pro, a medical-grade ankle mobility device now used in elite sport, private clinics, and rehab settings worldwide.

Developed with his brother, an engineer, AFLEX Pro was built to solve a real clinical problem: restoring stubborn ankle range of motion when traditional techniques fail. What started as a DIY prototype has grown into a patented, internationally used rehab tool, while Matt continues to run a busy clinic and treat patients.

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

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

In this episode of No Appointment Necessary, Michael sits down with Simon and David, the founders of Rehab Guru, to unpack what it’s really like to build, grow, and scale a healthcare software company from the ground up.

From military roots and clinical practice to bootstrapping a tech platform used by thousands of clinicians, the conversation explores the realities of running a founder-led business in healthcare, including growth pains, customer support at scale, product development, pricing, and why simplicity often beats shiny features.

It’s an honest, behind-the-scenes look at the intersection of healthcare, technology, and business, without the hype.

Show Notes

• How Rehab Guru evolved from a simple exercise prescription into a full clinic platform
• Why bootstrapping shaped their product, culture, and customer relationships
• The trade-offs between “all-in-one” systems and modular software
• What most clinicians misunderstand about software development
• The hidden cost of poor onboarding and underused features
• Founder-led businesses vs private-equity-backed tech companies
• Scaling customer support without losing the human touch
• How tech can improve patient experience beyond the treatment room

What You’ll Learn

• How to think more clearly about choosing clinic software
• Why most clinics only use a fraction of the tools they pay for
• What great patient experience actually looks like when tech is used properly
• How founders balance growth, product focus, and customer care
• The questions you should be asking any software provider before committing
• Why feature lists matter less than outcomes and usability

Who This Episode Is For

• Clinic owners considering new software or a platform switch
• Physios, osteos, chiros, and MSK clinicians interested in digital transformation
• Founders running (or thinking of running) a healthcare business with a partner
• Anyone curious about how healthcare tech really gets built and scaled

Guest Information

Simon & David - Founders, Rehab Guru

Simon and David are the co-founders of Rehab Guru, a UK-built healthcare software platform designed by clinicians, for clinicians. With backgrounds spanning the military, physiotherapy, sports rehab, and software engineering, they’ve spent over a decade building tools that support better patient care while reducing admin burden for clinics.

Unlike many healthcare tech companies, Rehab Guru remains founder-led and bootstrapped, with a strong focus on usability, customer support, and long-term relationships rather than rapid PE-driven scale.

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

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

Most clinics don’t have an insurance problem.

They have a systems problem.

From the moment a patient walks out the door, clinics are relying on manual steps, outdated workflows, and disconnected software to get paid. What feels like “just admin” quickly turns into delayed payments, hidden under-billing, and avoidable cashflow pressure.

In this episode, Michael is joined by Ben Morfoot, co-founder of Effra, to break down why insurance billing is still so broken in healthcare, what actually causes bad debt, and how speed, automation, and better systems can radically change how clinics get paid.

The conversation covers PMI workflows, patient excesses, insurer behaviour, open APIs, manual errors, and why many clinics think their billing process works, until they look closely.

This episode is about fixing what happens after the appointment, protecting cash flow, and building processes that scale without more admin.

Show Notes

• Why PMI billing creates bad debt by default
• What “aged debt” really costs clinics over time
• Why most insurance billing fails after the patient leaves
• The hidden risks of manual invoicing and outsourced billing
• How slow billing damages cashflow and patient relationships
• Why insurers respond better to speed and clean data
• The role of automation in reducing admin and errors
• How poor tech integrations create unnecessary work
• Why billing problems don’t disappear as clinics scale

What You’ll Learn

• Why insurance billing feels harder than it should
• How speed dramatically improves payment rates
• Where clinics are losing money without realising
• Why manual processes increase errors and bad debt
• How patient experience is affected by poor billing workflows
• What “end-to-end” billing actually looks like in practice
• How to reduce admin without hiring more staff
• Who This Episode Is For
• Clinic owners working with PMI or private health insurers
• Practices struggling with aged debt or slow payments
• Growing clinics adding sites or clinicians
• Owners relying on manual or outsourced billing processes
• Anyone frustrated by insurance admin and cashflow issues

Who This Episode Is For

• Clinic owners working with PMI or private health insurers
• Practices struggling with aged debt or slow payments
• Growing clinics adding sites or clinicians
• Owners relying on manual or outsourced billing processes
• Anyone frustrated by insurance admin and cashflow issues

Not for:

• Clinics expecting insurers to “just pay eventually”
• Owners unwilling to review or change broken processes
• Practices comfortable with high levels of bad debt
• Businesses avoiding automation in favour of manual work

Guest Details

Ben Morfoot

Co-Founder, Effra

Ben is a former GoCardless product builder and co-founder of Effra, a platform designed to automate end-to-end insurance billing for healthcare clinics. His work focuses on removing manual admin, reducing aged debt, and helping clinics get paid faster through better systems, cleaner data, and smarter workflows.

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

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

Choosing a coach should make running your clinic clearer.
For many owners, it does the opposite.

The industry is full of confident promises, packaged systems, and “proven frameworks” that look good on the surface but rarely fit the reality of running a clinic. When the advice doesn’t land, owners don’t just lose money; they lose confidence in their decisions.

In this episode, Michael and Celia explore what good coaching actually looks like, why so many clinic owners end up in the wrong programs, and how to spot the warning signs early.

The conversation also moves into planning, understanding your numbers, pricing decisions, and why many clinics are unknowingly running on guesswork rather than clarity.

This episode is about asking better questions and choosing support that genuinely helps your clinic move forward.

Show Notes

• Why coaching has become confusing in the clinic space
• How marketing disguises weak advice
• Early warning signs you’ve chosen the wrong coach
• Why most clinic owners don’t know their true profit
• The risks of running a clinic based on bank balance
• Planning beyond “we’ll see how this year goes”
• Pricing decisions that quietly cap growth
• Why more patients doesn’t always mean more money

What You’ll Learn

• How to tell if a coach actually understands clinics
• What to look for before committing time and money
• Why sector experience matters more than credentials
• How financial clarity changes decision-making
• Where small pricing shifts make a big difference

Who This Episode Is For

• Clinic owners considering a coach or consultant
• Owners questioning the advice they’re currently paying for
• Practices that feel busy but unclear
• Clinicians moving into business ownership

Not for:

• Anyone expecting a coach to “fix” their business for them
• Practices unwilling to look at their numbers honestly
• Owners chasing shiny systems without foundations
• Clinics resistant to pricing or strategic change

Guest Details

Celia Champion
Founder, Painless Practice

Celia has worked in the healthcare sector for over 20 years, supporting physiotherapy and MSK clinics with coaching, consulting, and strategic planning. Her work focuses on helping clinic owners build sustainable, profitable businesses through better decision-making, financial clarity, and realistic growth strategies.

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

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

Most clinics don’t fail; they stall.

They reach a comfortable size, decent revenue, and a full diary, and then everything gets harder. Margins tighten. Staff costs rise. Insurance work drags profitability down. Growth feels risky, but standing still feels worse.

In this episode, Michael sits down with Steve Hines, founder of Wandsworth Physio, to unpack what actually changes once a clinic moves beyond survival and into scale. From pricing strategy and tiered services to customer experience, technology investment, AI, and the shift toward polyclinic models, this is a candid look at how advanced clinics think defensively as well as offensively.

This isn’t about chasing growth at all costs. It’s about protecting margin, upgrading the offer, and building a clinic that can evolve as the market changes.

Show Notes

• Why most clinics plateau in the middle of the market
• The shift from growth obsession to margin protection
• Pricing strategy beyond annual price rises
• Tiered services and what they reveal about demand
• Moving beyond physio + massage into advanced services
• How technology and AI are actually being used in clinics
• Why customer experience drives retention more than CPD
• When insurance work stops making commercial sense
• Polyclinics, lifetime patient value, and service expansion
• Staff development, autonomy, and scaling leadership

What You’ll Learn

• Why “being busy” is not the same as being profitable
• How successful clinics think about pricing beyond yearly increases
• What actually differentiates high-end clinics from the middle
• How to upgrade your offer without racing to the bottom
• Why customer experience beats clinical excellence alone
• How advanced clinics use technology defensively, not just for growth
• Where AI genuinely saves time, and where it doesn’t
• How to retain staff without aggressive KPIs
• Why polyclinic models are becoming inevitable
• How to think about long-term patient lifetime value

Who This Episode Is For

• Clinic owners stuck at a revenue or growth ceiling
• Founders running “busy but squeezed” practices
• Clinic owners considering tiered pricing or advanced services
• Operators thinking about AI, automation, or admin efficiency
• Anyone exploring expansion, acquisition, or polyclinic models
• Physios transitioning from clinician to business owner

Not for:

• People looking for shortcuts or hacks
• Clinics unwilling to raise standards or prices
• Anyone expecting technology to fix a weak offer
• Owners who want growth without operational change

Guest Details

Steve Hines
Founder, Wandsworth Physio

Steve is a physiotherapist with over 20 years’ experience, including a decade in professional football with Fulham FC. He founded Wandsworth Physio and has grown it into an advanced, multi-service MSK clinic through organic growth, technology investment, and a strong focus on patient experience.

His work spans clinical practice and clinic operations, with an increasing focus on expansion and acquisition.

Clinic: Wandsworth Physio
Location: London, UK

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

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

Show Notes

• Why missed calls kill conversions and fuel no‑shows
• How clinics are really deploying AI today (out-of-hours, overflow, full replacement)
• Where AI reception fits: after hours, overflow, first‑contact triage
• Real AI costs, security layers, monitoring and escalation
• Why white labelling and wrappers risk data and trust
• Chatbot risks, prompt injection and safer voice workflows
• Disclosures, recordings and compliance trade‑offs
• Implementing change management for teams and patients
• How AI is already changing productivity in professional services
• The real reason most practice management systems cannot keep up
• What an open API actually is, explained simply
• Why standardising on one “all-in-one” tool is a long-term mistake
• Why AI phone answering is such a crowded market
• Where AI phone answering clearly works
• Where it fails and why forcing it backfires
• Why many clinics say “we tried AI and it didn’t help”
• The single biggest implementation mistake clinic owners make
• How AI changes front-desk roles in practice
• Security risks with AI chatbots and why voice is different
• Why funding matters in healthcare AI
• When clinics should not use AI phone answering at all

What You’ll Learn

• How to think about AI phone answering as infrastructure, not magic
• Why missed calls quietly cost clinics more than most owners realise
• How open APIs protect clinics from vendor lock-in
• Why “sounds human” is a terrible way to assess AI
• How bad AI implementations lose bookings without anyone noticing
• What actually happens to reception teams after AI is introduced
• How to evaluate AI vendors without being technical
• Why cheap AI phone answering should raise immediate red flags

Who This Episode Is For

• Clinic owners considering AI phone answering
• Clinic owners who tried AI and were disappointed
• Practice managers responsible for admin and reception
• Healthcare founders evaluating tech stacks
• Anyone sceptical about AI hype but open to evidence

Not for:

• People looking for quick wins or gimmicks
• Clinics unwilling to change processes
• Anyone expecting AI to fix broken operations on its own

Guest Details

Tanmay

Co-Founder, Lyngo

Lyngo is an AI phone answering platform built specifically for healthcare clinics. It handles inbound calls, bookings, patient queries, and escalation while integrating directly with practice management systems via open APIs.

Website: https://www.lyngo.ai/

Email: tanmay@lyngo.ai

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

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

Pilates is either a nice add-on you never quite monetise, or it becomes the engine room of your clinic.

In this episode, Michael speaks with Lowry O’Mahony (Max Physio & Pilates, and Maxona) about how she integrated Pilates so tightly into a multi-site MSK business that it now generates roughly half of revenue, stabilises cashflow, and creates a workforce pipeline when physio hiring gets tight. They get into where Pilates fits in the patient pathway, how to make it recurring without it feeling “salesy”, and why the best lessons often come from entrepreneurs outside MSK, not the usual industry gurus.

Lowry also explains why she built Maxona: training, studio fit-outs, equipment, and smart reformers designed to measure progress and keep people engaged.

Show Notes

• Why so many clinics “offer Pilates” but fail to integrate it properly
• Australia vs UK/Ireland: why Pilates is more embedded in private practice there
• Pilates as recurring revenue: why it smooths out the peaks and troughs
• The patient pathway: where Pilates fits (day one, mid-rehab, end-stage, or standalone)
• “Physios hate selling”: how free intro classes remove friction and awkwardness
• The real Pilates customer base: why 50+ and 60+ is the market, not influencers
• Staffing reality: using Pilates to broaden your workforce beyond the physio bottleneck
• Culture and systems: KPIs for behaviour, values, and how to protect standards as you scale
• Expansion: opening multiple sites off the back of stable demand and better predictability
• Maxona: teacher training, Pilates Academy, maintenance/support, equipment finance
• Smart reformers and measurement: using objective feedback to drive adherence and outcomes
• Community strategy: macro events and micro cohorts to improve retention and seasonality

What You’ll Learn

• How to position Pilates as a core service line, not a side hustle
• How to move people from reactive physio to proactive memberships without hard selling
• What to prioritise first: space, training consistency, booking tech, and retention mechanics
• How to use blocks, memberships, and community to reduce seasonality
• How to think about staffing when physios are scarce: building a parallel workforce
• Why measurement and progress tracking matter for adherence (and revenue stability)

Who This Episode is For

• Clinic owners doing £300k to £2m who want a second engine of growth
• Owners stuck on physio capacity, utilisation, or staffing constraints
• Clinics offering Pilates but not making meaningful money from it
• Anyone considering reformer Pilates and worried about space, cost, or team buy-in
• Owners who want more predictable revenue before scaling, hiring, or exiting

Guest Details

Lowry O’Mahony

Founder of Max Physio & Pilates (Ireland) and Maxona.

• Trained as a physiotherapist (RCSI, Dublin) and Pilates instructor early in her career
• Worked in the UK and Australia, where Pilates is deeply integrated into private practice
• Built a multi-site physio and Pilates model with Pilates contributing ~50% of revenue
• Created Maxona to help clinics implement Pilates end-to-end: training, equipment, support, and studio success

Find Lowry and Maxona

• Instagram: @lowryphysiopilates
• LinkedIn:

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

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

In this episode of No Appointment Necessary, Michael speaks with Jonathan Shearer, podiatrist and founder of Footsteps Clinic, about what networking actually looks like when it works. Not letters to GPs. Not one-off events. Not vague “being visible”.

They unpack why networking fails for most clinics, how trust is built through consistency and inconvenience, and why transactional thinking kills long-term results. Jonathan traces his approach back to selling fruit and veg as a teenager, where presentation, urgency and human connection decided whether stock sold or rotted. The same principles now underpin his referral networks across sports clubs, businesses and communities.

If you think networking “doesn’t work”, this episode explains exactly why.

Show Notes

Jonathan’s background

• Nearly 30 years in podiatry
• NHS training, then building a five-chair multidisciplinary clinic
• How early retail work shaped his focus on presentation and experience

Defining networking properly

• Networking as a sphere of influence, not an activity
• Why sending letters isn’t networking
• Visibility vs trust

Jonathan’s networking system

• Why it starts with team culture, not referrals
• Staff as the front-facing network
• Why owner-only networking becomes a bottleneck

How networking generates revenue

• Real examples from football, hockey and sports clubs
• Why inconvenience builds trust faster than pitches
• How free help led to hires, referrals and new services

The “free work” myth

• When free help works
• When it backfires
• Why forcing early ROI leads to bad decisions

Education as a lever

• Small talks that produced the biggest clients
• Why audience size doesn’t matter
• Effort and follow-up over format

Maintaining relationships

• Networking as “watering a plant”
• Why neglect kills results
• How Jonathan cuts parasitic relationships

Team-led networking

• Staff attending events and visiting businesses
• Why this needs PAYE or hybrid models
• Why associate-only models struggle

Tracking what works

• Offers and vouchers for offline attribution
• Why “vibes” aren’t metrics
• Measurement still matters

Cities vs towns

• Why networking works anywhere if executed properly
• Cities as opportunity-rich environments
• Affinity beats geography

Mindset

• Networking isn’t about being extroverted
• Fear of rejection is the real blocker
• Start small, repeat, build confidence

The 90-day reset

• What Jonathan would do in the first 90 days
• Visibility, relationships, talks and clubs
• Why something has to give

They finish on collaboration, why isolation fuels bad advice, and why real networking is about being known, trusted and useful over time.

What You’ll Learn

• Why most clinic owners misunderstand networking
• Transactional vs transformational relationships
• How trust is built through inconvenience
• When free help works and when it doesn’t
• How to turn teams into networking assets
• How to measure offline networking properly
• Why networking works in cities and towns
• Wha

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

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Most clinic owners fantasise about scaling. Rhys Carter actually did it.

In this episode of No Appointment Necessary, Michael speaks with Rhys Carter, co-founder of Carter & George, about how a bored physio in Dubai, a conversation with Jamie George and an overbuilt first clinic turned into one of the fastest-growing MSK groups in the UK. They cover the early mistakes, the “celebrity effect”, the point Rhys had to stop treating, and why data, people and unit economics became the backbone of everything.

Then they get into the part everyone wants: acquisitions, valuation reality, funding without investors, deal killers, multiples, and why most clinic owners have no idea what their business is actually worth. If you’re thinking about adding a site or selling a clinic, this is the clearest look you’ll get at what it really takes.

Show Notes

They start with the Dubai origins: Rhys losing interest in the Middle East, Jamie George visiting while injured, and the drunken brainstorm that led to a high-spec first clinic with a 3,500 sq ft lease, a cryo chamber and little understanding of the model.

They unpack the Jamie George effect: why Rhys expected instant traction, why it didn’t happen, and why the real benefit was trust, not bookings. He explains why they intentionally avoided building the brand around Jamie to avoid risk and make the model scale.

Michael pushes on the transition from physio to business owner. Rhys explains how COVID forced his first non-clinical day, why stepping out too early destroys most clinics, and why data changed how he thought. They discuss session averages, condition patterns and occupancy, and why acting on data separates real operators from dashboard collectors.

They move to people and culture. Rhys outlines how Carter & George kept internal attrition around 5 percent, why most physios aren’t driven by money, and how letting staff design their own benefits changed engagement. They talk progression, mentoring and why loyalty is built through development, not perks.

Part two covers scaling: the accidental first acquisition the day before COVID, the painful three-clinic phase, and why hiring a finance director made growth make sense. Rhys explains their three clinic categories—high performers, growers, need-sorting—and how they stop strong sites from subsidising weak ones.

They break down valuations: what EBITDA really means, what gets added back, how directors’ clinical time must be costed, and why inflated multiples are rarely sustainable. They discuss deal traps like corporation tax, undeclared contracts, bad brokers and emotional attachment.

They close with the psychology of selling: letting go, identity, and why you must be absolutely certain you want to sell before you do it.

What You’ll Learn• How Carter & George scaled from one site to seventeen

• Why celebrity branding rarely drives patient volume

• When to stop treating and when not to

• How to use data to change behaviour, not just track numbers

• Why most MSK churn is preventable

• How real clinic valuations are calculated

• What multiples are realistic in 2025

• Hidden costs sellers forget

• How to fund growth without investors

• What makes a buyer walk away

Who This Episode Is For

Clinic owners considering scaling, selling or acquiring. Clinicians thinking about stepping out of treatment. Anyone who wants commercial reality over industry myth.

Guest Details

Rhys Carter — Physiotherapist, co-founder and mana

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

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Most people in MSK talk about “community” like it’s a slogan. Jack Chew actually built one.

In this episode of No Appointment Necessary, Michael sits down with Jack, founder of Physio Matters, co-creator of Therapy Live and clinic owner at Choose Health, for a blunt conversation about the realities MSK keeps avoiding. They start with the Timperley Trundle, a walking group that accidentally became a public health intervention, then dig into AI, business ethics, evidence, over-servicing, CPD, and why the industry still refuses to call out nonsense.

If you want an honest look at where MSK is heading, this episode hits every nerve.

Show Notes

Michael and Jack begin with the Timperley Trundle: how a simple walking group grew into a 30–40 person weekly fixture with frailty testing, social cohesion and genuine clinical impact. Jack explains why real community work looks uncommercial but becomes the highest-trust marketing a clinic can do, and why most clinics copy it badly because they refuse to invest time or leadership.

They move into AI and business practice: how AI is already acting as the new regulator by telling patients to avoid over-treatment, why free consultations and funnels force clinicians into unethical incentives, and how both chiropractors and physios fall into the same trap of causal storytelling dressed up as “specific” care. They discuss why many minor MSK issues would improve with time alone, and what happens when AI starts telling patients exactly that.

The conversation shifts to evidence and education: the backlash to evidence-based practice, the gap between evidence-informed reasoning and NICE-worship, and how outdated university teaching still shapes clinical habits. They explore why CPD is broken inside most clinics, why owners rarely invest in learning for their teams, and how ideological silos replace critical thinking.

They also confront the topics MSK avoids:
• Why it remains too easy to be clinically poor and fully booked
• How politeness culture protects weak ideas
• The ethics of placebo, nudging and “ends justify the means” care
• Why health tech and gamification can be powerful or pure theatre
They close with Whoop, VO2 testing and full-body scanning outfits like Neko Health, and what these trends mean for future MSK clinics trying to stay credible without drifting into hype.

What You’ll Learn

• How community work becomes the strongest marketing a clinic can do
• Why funnels and packages push clinicians toward over-servicing
• How AI exposes weak reasoning and inflated clinical claims
• Why evidence-based practice is under attack
• How outdated education harms new grads
• Why CPD is weak in most clinics
• How tech and gamification help or mislead
• What future-proof MSK clinics will need to survive

Who This Episode Is For

Clinic owners, physios, osteopaths, chiros, sports therapists, new grads, and anyone who prefers honest industry analysis over polite noise. Essential listening for anyone preparing for a future where AI shapes patient expectations and exposes poor practice.

Guest Details

Jack Chew — Physiotherapist, founder of Physio Matters, co-creator of Therapy Live and co-owner of Choose Health. Known for calling out nonsense, modernising MSK reasoning and building genuine community initiatives. One of the few voices in MSK willing to say what others won’t.

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

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From Clinic Owner to Marketing Consultant: Mark Reid on What Really Sinks MSK Clinics

Mark Reid used to run a physio clinic. Now he works inside one of the UK’s biggest MSK marketing agencies. In this episode, Michael Schumacher and Mark tear into the uncomfortable truths of the industry: bad advice, guru nonsense, sunk-cost fallacy, flawed pricing, chasing “perfect patients”, social media guilt, and why most clinics don’t measure a single thing properly.

Show Notes:

Most people in marketing have never treated a patient. And most physios have never looked at a balance sheet.

Mark Reid has done both.

In this episode of No Appointment Necessary, Michael sits down with Mark, a former clinic owner, Physio Matters veteran, and now one of HMDG’s resident strategists, to talk bluntly about the mistakes clinics make every single day.

They get into the parallels between bad physiotherapy and bad marketing: guru culture, overcomplication, magical devices, false promises, and people selling answers they don’t have.

Mark explains what shocked him after switching sides:
• How little commercial awareness most clinic owners have
• How much money is wasted on things no one tracks
• Why people still think social media “must” be done daily
• Why blogs are usually unread PubMed essays disguised as marketing
• How avatars and “perfect patients” became a distraction
• Why stepping back from clinical work often destroys revenue

The conversation also digs into the uncomfortable but important truth:
most clinic owners didn’t start a business to make money. They did it because they care about people.
Which means they often avoid the commercial decisions that would allow them to help more people.

They talk through pricing models, initial vs follow-up nonsense, the obsession with cheap appointments, tiered pricing, what actually counts as marketing, and how to stop burning money on unmeasurable tactics.

This is one of the most practical episodes yet. If you run a clinic, you will recognise yourself in at least three parts of this conversation.

What You'll Learn:

• Why physio and marketing suffer from the same guru-driven nonsense.
• How overcomplication helps people sell products but never helps clinics grow.
• Why most clinic owners can’t state their net profit or acquisition cost.
• How to avoid sunk-cost fallacy with consultants, courses and “masterminds”.
• Why initial vs follow-up pricing makes no commercial sense.
• Why the “perfect patient avatar” is the wrong focus for 95% of clinics.
• How to stop wasting money on leaflets, buses, print ads and untracked spend.
• Why social media guilt is pointless and how to handle it strategically.
• When stepping back from clinical hours becomes financially catastrophic.
• How diversified referral channels protect a clinic from collapse.
• How to think like a business owner without losing your clinical soul.

Who This Episode is For:

Clinic owners, physios thinking of stepping back from clinical work, people considering hiring an agency, anyone burned by marketing gurus, and MSK leaders who want to think more commercially without turning into caricatures

Guest Details:

Guest: Mark Reid

Background: Physiotherapist, clinic owner, Physio Matters, co-founder of CHOOSE Health, now strategist at HMDG

Specialisms: Clinical communication, commercial strategy, clinic operations, marketing clarit

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

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This one is chaos, honesty and a masterclass in how a small clinic becomes a serious force. Emily from LR Podiatry joins Michael for a conversation that swings from musical theatre to burnout to rebuilding a clinic from the ground up. If you’ve ever felt like you’re winging it, drowning, or one bad month away from packing it in, this episode will hit home.

Emily talks openly about walking away from London, moving home, joining her mum’s tiny single-chair practice, and the moment everything fell apart after a website disaster that killed their new-patient flow. Then she explains exactly how they rebuilt LR Podiatry into one of the strongest, most loved clinics in the region.

It’s real. It’s funny. It’s vulnerable. And it’s full of practical lessons clinic owners need to hear.

Show Notes

Emily breaks down:

• Leaving a music career and starting again at 25

• Joining her mum’s tiny podiatry practice and turning it into a thriving city-centre clinic

• How a bad website rebuild wrecked their traffic and almost broke the business

• Why she was in tears on her first call with HMDG

• What changed in the first 3 months that reversed everything

Michael digs into mindset, decision-making, and what actually moves the needle in small clinics:

• The danger of “speculate to accumulate” hiring

• How losing your Google rankings destroys a clinic overnight

• Why personality and brand values matter more than any marketing tactic

• Why family-run clinics often outperform bigger ones

• Where guilt shows up in clinical practice and how to manage it

They go deep on culture and values:

• “Reassuringly informal”: how LR Podiatry build safety and warmth

• Treating patients as family without burning out

• Why no job in the clinic is too small

• Working with parents without losing your sanity

The conversation also covers:

• Community marketing: building real relationships with climbing gyms, Pilates studios, run shops

• How one talk from Jonathan Shearer changed their growth trajectory

• Why TikTok beats Instagram for clinic discovery

• How LR Podiatry built a social presence that actually works

• Why only 5 percent of their patients come from social media and why that’s still a win

Plus:

• The future of AI for small clinics

• Why face-to-face care will never be replaced

• What Emily wishes she’d done earlier

• The real reason clinicians struggle to say no

What You’ll Learn

• How to rebuild a clinic when everything collapses at once

• Why your website can make or break your income

• How to use community partnerships to drive consistent referrals

• What authenticity actually looks like in a healthcare business

• How to manage guilt, boundaries and emotional labour

• Why TikTok is the most underused resource in MSK

• How to grow without losing your humanity

Who This Episode Is For

• Clinic owners in crisis

• Pods, physios and chiros who feel isolated

• Small clinics who want to grow without becoming corporate

• Anyone scared to niche or show personality online

• Practitioners trying to build confidence and brand identity

Guest Details

Guest: Emily

Clinic: LR Podiatry

Team: Family-run: Emily, mum Louise, dad Paul

Location: Sheffield City Centre

Specialities: Skin, nail, MSK, gait analysis, gait & motion

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

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Most clinic owners try to grow by “doing more physio.” Patrick didn’t. He built a full ecosystem. He took over a strip club, turned it into a medical clinic, built a second site, hired 18 staff, and created a brand so strong that patients now enter his business at multiple points of the ladder. Physio. Pilates. PT. Massage. All under one roof. All feeding each other.

In this episode, Michael (fighting a heroic case of man flu) talks with Patrick from Move Physio about scaling, culture, retention, KPIs, hiring, why most clinics grow painfully slowly, and why yours doesn’t have to.

Show Notes

This episode is a blueprint for clinics that actually want to scale.

Patrick covers:

• Taking over a strip club and turning it into a high-performance MSK clinic

• Growing from a one-man band to an 18-person, multi-service operation

• Why Move Physio beats competitors who have been in the area for decades

• How brand trust lets patients enter the business through physio, Pilates, PT or massage

• Why the “ecosystem” is the real product, not the treatment session

Michael pushes Patrick on the key areas where most clinics stall:

• Obsessing over new patients while ignoring what happens after they arrive

• Retention confusion: everyone talks about it, almost nobody measures it properly

• Why you should stop copying “clinic blueprints” and start building your own

• The cost of hiring the wrong clinicians and how to spot it early

• How culture falls apart when people behave like room-renters instead of a team

• Why Patrick fires quickly when someone doesn’t fit the ethos

The conversation dives deep into KPIs and the numbers that actually move revenue:

• The metric nobody tracks: average time between appointments

• Why an 80%+ rebooking ratio is non-negotiable

• Saturation levels and why “fully booked” means you’re losing money

• Revenue per hour vs revenue per appointment

• How Data Player, Cliniko and a few basic systems transformed decision-making

They also tackle the tech stack clinics should care about, from AI receptionists to CRMs to the humble robot vacuum cleaner (Ufi), which Patrick swears by.

What You’ll Learn

• How to build a multi-service ecosystem that keeps patients for years

• The KPIs that predict growth with terrifying accuracy

• Why most physios don’t know how to communicate value

• How to train clinicians to sell without ever “selling”

• The culture patterns of clinics that grow vs clinics that collapse

• Why new patient numbers matter far less than you think

• How to build a business you can step away from without it falling apart

Who This Episode Is For

• Clinic owners stuck at £300k–£700k turnover

• One-man bands who want to scale

• Owners trying to fix poor retention and empty diaries

• Clinics adding Pilates, PT or massage and not seeing the return

• Anyone tired of generic “coaching” with no measurable outcomes

Guest Details

Guest: Patrick

Clinic: Move Physio

Team: 18 staff across two sites

Services: Physio, Sports Rehab, Pilates, Reformer, PT, Massage

Location: South West England

Email: patrick@movephysio.co.uk

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

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Most clinic owners talk about taking risks. Andy actually did it. He bought a declining osteopathy clinic, rebuilt it from the inside out, then opened a second business across the road with no plan, no sleep, a newborn child and a stomach ulcer. Now he runs one of the most interesting blended MSK + strength clinics in the South West.

In this episode, Michael Schumacher sits down with Andy to unpack the real story: the messy acquisition, the resistance from inherited staff, the Notion systems that eventually saved him, the accidental launch of a gym he didn’t intend to run, and the burnout that forced him to rethink his entire approach to work.

Show Notes

This episode covers the side of clinic ownership most people never admit publicly.

• Buying a clinic from a retiring osteopath who stayed on and blocked every change

• Trying to modernise a business run entirely from someone’s memory

• Implementing Notion as the backbone of operations and finally getting staff buy-in

• Spotting a high-street unit, pitching it on the spot, and accidentally winning it over Costa

• Running validation tests to see if a gym + rehab concept would work

• Getting 150 signups in days and having the local press push the project into reality

• Launching mobility, resilience and osteoporosis classes and hitting full capacity

• Using VALD, strength testing and data tracking to keep patients engaged

• Why older adults love measurable progress more than any marketing campaign

The conversation goes deeper into where MSK is heading: diagnostics, DEXA, wearables, gamification, VO2 tracking, normative data, and why the future of private practice will rely heavily on measurement and behavioural change.

Michael also pushes Andy on the hard bit: burnout. Andy opens up about the ulcer, the fear, the workload, the second business, the newborn, the failed partnership, and the realisation that his ambition was outpacing his health.

What You’ll Learn

• Why taking over an existing clinic is harder than starting from scratch

• How to test demand before investing a penny

• How recurring revenue stabilises an MSK business

• Why strength training and S&C are becoming essential, not optional

• How to use tracking, data and wearables to improve retention

• Why most owners ignore burnout until something breaks

• What the next five years of MSK will look like

Who This Episode Is For

• Clinic owners considering expansion

• Practitioners thinking about buying their clinic

• Anyone curious about adding S&C, classes or diagnostics

• Owners who feel close to burnout

• Clinicians who want a realistic picture of what growth actually costs

Guest Details

Guest: Andy

Profession: Osteopath and Clinic Owner

Businesses: Motion Clinic (MSK + Strength)

Location: South West England

Website: https://motion-clinic.co.uk

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

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There has been more noise about MSK acquisitions in the last two years than in the previous twenty. Most clinicians still misunderstand what M&A actually is, what private equity is, and why so many clinics are suddenly being bought. In this episode, Michael Schumacher speaks with Claire and Yoni, co-CEOs of Kinetico Health, one of the most active buyers in the sector. They talk openly about acquisitions, valuations, culture, patient care, competition, and the long-term future of MSK.

Show Notes:

Kinetico Health didn’t come from healthcare. Claire and Yoni both worked in high-level finance before leaving to build something with more purpose. Two years later, they have four clinics in their group and are targeting 40 across the UK. Their model is simple: buy strong clinics, preserve their culture, take over the operational load, and grow them.

In this episode, they walk Michael through the parts of M&A that most clinic owners never hear about:

• Why private equity is misunderstood and why Kinetico is not private equity

• How they differ from “fund-led rollups” that act at a distance and swap CEOs when things go wrong

• Why they stay involved operationally and know every practitioner by name

• Why they refuse to strip clinics of their identity, branding or local culture

• What sellers actually get when they sell: capital, support, stability and less stress

They also address the big fears in the sector:

• Does M&A harm care quality?

• Will corporates push quick wins and short-term profit?

• Will small clinics be outspent or squeezed out?

Their view is blunt: good care is the only sustainable model, large clinics run more efficiently than tiny ones, and competition forces everyone to raise standards. They make the case that investment brings better facilities, more staff, stronger systems, and better outcomes — not worse.

Michael pushes them on the controversial topics:

• Whether consolidation can damage innovation

• How groups should collaborate rather than isolate

• Why some valuations in the market are delusional

• Whether today’s high multiples are sustainable

• Why many clinic owners overestimate what their business is worth

Claire breaks down valuations in practical terms: adjusted EBITDA, how multiples work, what increases or decreases value, and why practitioner concentration and stability matter more than most owners realise.

They finish with a discussion on timing. Should owners sell now or wait? With tax changes coming, macro uncertainty rising and multiples inflated, the honest answer is simple: certainty now is often worth more than maybe later.

What You’ll Learn

• How M&A actually works in MSK

• Why private equity is misunderstood

• What buyers look for in a clinic

• What really determines valuation (beyond turnover)

• Why consolidation isn’t automatically bad for the profession

• Where smaller clinics can still win

• Why legacy, culture and patient experience matter more than spreadsheets

Who This Episode Is For

• Clinic owners considering selling in the next 3–5 years

• Anyone trying to understand valuations and multiples

• Clinicians worried about corporate consolidation

• Owners debating whether to scale or stay independent

• MSK leaders who want clarity rather than rumour

Guest Details

Guests: Claire & Yoni

Roles: Co-CEOs of Kinetico Health

Background: Investment ba

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

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

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

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

Everyone talks about buying clinics like it’s a cheat code to success. The reality is debt, staff friction, culture clashes and years of delayed payoff. In this episode, Michael Schumacher sits down with Leeds-based clinic owner Ove Indergaard to break down the truth behind MSK acquisitions and what really happens after completion.

Show Notes:

On social media, clinic M&A looks glamorous. In practice, it’s risk, spreadsheets, hard conversations and short-term pain disguised as growth.

Ove has built a four-clinic group through acquisitions and new sites. On paper, it sounds smooth. In reality, it has been unstable cash flow, exhausted teams, and Ove stepping back into clinical hours just to keep things alive.

In this episode, Michael and Ove strip out the fantasy and talk about:

• How deals are actually structured: deposits, deferred payments, loans

• Why acquisitions often produce zero personal income for years

• The cultural collision when an old team meets a new owner

• Why staff pushback is the hardest part of buying a clinic

• How integration breaks even the most organised owner

• The hidden cost of multiple PMS, systems and processes

• Why standardising workflows is harder than scaling revenue

• When you should not buy a second clinic

• The emotional cost nobody talks about: stress, doubt, and the “what have I done?” moment

They also cover operational traps:

• Hiring when cash is tight

• Why stepping back from clinical work too fast destroys revenue

• Why “bad care but good marketing” is not a stable business model

• The reality of PVA, retention and how long turnarounds actually take

• Why owners obsess about top-line revenue and forget about margin

Finally, they dive into whether consolidation is good for the industry, why many buyers overpay, and why spreadsheet logic collapses the minute you step inside a real clinic with real staff and real patients.

If you are romanticising multi-site ownership, this is the episode that forces you to think in years, not months.

What You’ll Learn

• The unglamorous reality of clinic acquisitions

• How to judge whether a clinic is fixable

• What integration actually involves

• The difference between scaling and overextending

• How to avoid crippling early mistakes when expanding

• Why most owners underestimate culture and overestimate numbers

Who This Episode Is For

• Clinic owners thinking about buying a second site

• Single-site owners debating whether to scale or optimise

• Anyone being sold the “clinic empire” dream

• MSK owners who want honesty, not hype

Guest Details
Guest: Ove Indergaard
Profession: Chartered Physiotherapist
Role: Owner of Indergaard Physiotherapy (multi-clinic group)
Specialisms: MSK rehab, shockwave, clinic operations, acquisitions
Location: Leeds, UK

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

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Podiatry is one of the most misunderstood professions in MSK. Nick Knight joins Michael Schumacher to talk honestly about why podiatry struggles with visibility, why the public still thinks pods cut toenails, and what needs to change. They cover tech, orthotics, FHPs, bad marketing, inter-professional politics and why podiatry is actually one of the most exciting parts of MSK when done properly.

Show Notes:

If you asked the average patient what podiatrists do, most would say “cut toenails”.

In reality, podiatry is one of the most advanced, tech-enabled, and clinically interesting parts of MSK healthcare. But the profession has a branding problem, a visibility problem, and a long history of under-marketing its own value.

In this episode of No Appointment Necessary, Michael Schumacher sits down with podiatrist and founder of NK Active, Nick Knight, to take a brutally honest look at where podiatry is right now.

They cover the profession’s internal politics, the cultural divide between routine care and MSK rehab, why podiatry never advertises what it’s actually good at, and how AI is already redirecting patients toward specialists like Nick.

The conversation also dives into the messy topics:
• Overuse and underuse of orthotics.
• Tech that helps vs tech that is pure theatre.
• The ethics of selling high-ticket gait analysis.
• Why foot health practitioners are not the enemy but the lack of regulation is.
• Why most MSK problems don’t need insoles and most kids with flat feet need nothing at all.

Nick also explains why podiatrists need to be far bolder in how they communicate with the public, why clinics should stop trying to guess what patients think, and how AI is about to become podiatry’s biggest growth engine.

If you work in MSK and still don’t know what a podiatrist actually does, this episode will fix that. If you are a podiatrist, this might be the wake-up call.

What You'll Learn

• Why podiatry has a branding issue and why clinics have caused it.
• Why most of the public have no idea podiatrists treat Achilles, plantar fasciitis, tendon issues or running injuries.
• How internal toxicity and inter-professional bickering damages the profession.
• The real ratio of routine care vs advanced MSK podiatry and why it matters.
• Why Gait & Motion and similar tech can be useful but also easily abused.
• The difference between clinically justified orthotics and retail upselling.
• Why MSK patients increasingly turn to AI before choosing a clinician.
• How AI is already sending patients directly to podiatrists instead of physios.
• Why FHPs are not the problem, but unregulated scope creep is.
• Why pods must stop being scared of marketing and start showing what they actually do.

Who This Episode is For:

Podiatrists who want to work at the top of their license.
MSK clinicians who still misunderstand what podiatrists actually treat.
Clinic owners looking to expand into foot and ankle services.
Anyone trying to understand where AI fits into modern MSK care.
Runners, coaches and rehab clinicians fed up with outdated foot and ankle advice.

Guest Details:

Guest: Nick Knight

Profession: Podiatrist and Founder of NK Active

Specialisms: Foot and ankle rehab, running injuries, MSK podiatry, strength testing, gait analysis

Team: Podiatrists + Sports Rehabilitators

Location: South of England

Website: https://nk

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

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Clinic builds normally take years to get momentum. Jack did it in 18 months. In this episode, Michael Schumacher talks with Jack Winyard, founder of Winchester Physio and Health, about how he went from zero patients to a fully booked clinic, a six-person team, and now a second location. No hacks. No luck narratives. Just doing the right things properly.

Show Notes:

Most new clinics limp along for years. Jack did the opposite. In only 18 months, Winchester Physio and Health went from an empty room to a high-street clinic operating at 90 to 95 percent capacity, with six staff, a packed caseload, and a second site already in progress.

In this episode of No Appointment Necessary, Michael sits down with Jack to dissect exactly how he pulled it off.

They talk through the fundamentals that actually matter: choosing the right name, brand, and SEO strategy; investing early instead of penny-pinching; creating a space patients and clinicians genuinely want to be in; hiring on personality over CV padding; and knowing when to take a calculated risk.

Jack explains how he funded the clinic, why he ignored the typical “grow slowly” advice, and how staying commercial (without being reckless) allowed him to scale faster than most clinic owners will ever manage.

The conversation also covers:
• Designing a clinic that patients feel proud to visit.
• How location and visibility still matter more than people admit.
• The real reason his team gels so well (and why most clinic cultures fail).
• Why women’s health and reformer Pilates exploded for them.
• When to reinvest, when to upgrade, and when to kill an idea early.
• The mental shift from running one clinic to running two.

If you want to find out  how to build a modern physio clinic without burning cash, losing your mind, or waiting five years for traction, this episode is it.

What You'll Learn

• Why naming, branding and SEO decisions made before opening determine your first year’s revenue.
• How fit-out, design and patient experience drive conversion more than any marketing tactic.
• Why being on a visible high-street still beats being hidden inside a gym or industrial estate.
• How to recruit high-quality clinicians without suffering the usual “nobody applies” problem.
• Why hiring for personality and culture fit outperforms hiring for a list of courses.
• How to use reinvestment (Shockwave, reformer, equipment upgrades) to accelerate growth rather than dilute margins.
• The commercial mindset behind “one pound in, five pounds out” decision making.
• What genuinely creates a team that actually likes each other and why culture determines retention.
• How to know when to stop an idea early and walk away instead of force it to work.
• The operational reality of opening a second clinic while the first is still packed.

Who This Episode is For:

Clinic owners in growth mode, new physios opening their first clinic, anyone planning additional locations, and practice owners who feel trapped at 40 percent capacity and want a roadmap for doing it properly.

Guest Details:

Guest: Jack Winyard, Founder of Winchester Physio and Health

Specialisms: MSK, reformer Pilates, women’s health, Shockwave, S&C-integrated physio

Locations: Winchester and (soon) Romsey

Website: https://winchesterphysioandhealth.co.uk/

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

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

Show Notes:

Neuro physiotherapy looks glamorous from the outside: higher fees, long-term patients, stable caseloads, and none of the MSK hamster wheel chaos. Reality is far more complex.

In this episode of No Appointment Necessary, Michael is joined by Adam Poulter, founder of Foundations Physio and one of the few clinic owners who still treats nearly full time. They break down why neuro is a different beast, how Adam built a highly successful service while staying hands-on clinically, and why genuine collaboration beats the usual “scale fast” nonsense pushed at MSK clinics.

They dig into innovation that actually works: VR, gamification, tech that improves outcomes instead of draining bank accounts, and how to use partnerships to make private neuro care accessible without destroying your margins.

The conversation also hits the uncomfortable topics no one touches:
• Why anyone can call themselves a neuro physio (and why that is a problem).
• The gap between clinical competence and what patients assume they’re getting.
• Whether neuro clinics exploit high lifetime value patients.
• The “haves and have-nots” divide in brain injury rehab.
• Why giving things away for free can still be the most profitable marketing strategy.

This one gets into the weeds of innovation, ethics, business, and what good care actually looks like when money is involved.

What You'll Learn:

• Why neuro physio is fundamentally different to MSK from a marketing, clinical and operational perspective.
• How one clinic owner stays clinical five days a week while still running a successful and growing business.
• The real role of caregivers, families and case managers in neuro marketing and why most agencies get it wrong.
• How to identify neuro tech that genuinely improves outcomes vs neuro tech that just helps someone hit revenue targets.
• Why partnerships with charities can outperform paid acquisition for neuro clinics.
• The financial reality of neuro vs MSK: lifetime value, volatility, and profitability.
• How to balance ethics and pricing when patients face huge long-term rehabilitation costs.
• Why offering “free help” strategically can generate more trust, more referrals and more long-term revenue than hard selling.
• How authenticity, culture and staying close to your “why” can outperform every business-hack trend circulating on LinkedIn.

Who This Episode Is For

Neuro physios, MSK clinic owners considering expanding into neuro, practice owners interested in innovation that actually works, and anyone trying to grow a clinic without losing the clinical soul of the business.

Guest Bio and Contact

Guest: Adam Poulter, Founder & Lead Neuro Physiotherapist at Foundations Physio

Specialisms: Stroke, brain injury, complex neuro, community rehab, innovation in neuro tech

Website: https://foundationsphysio.co.uk/

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

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

Clinics keep saying there is a “shortage” of MSK clinicians. There usually is not. In this episode, Michael Schumacher and Laura Gilham from Recruit Therapists pull apart why most clinics struggle to hire, what good recruiters actually do, and why culture and personality matter more than another certificate on a CV.

Show Notes:

In private MSK, recruitment gets treated like a cost and an afterthought. Clinics throw a lazy advert on PhysioBob or Indeed, complain that “there are no physios left”, then wonder why the only applicants want £70k and a 4–day week.

In this episode of No Appointment Necessary, Michael Schumacher is joined by Laura Gilham, founder of Recruit Therapists, to talk brutally and honestly about how clinic recruitment really works.

They cover why most job ads are useless, why clinics overestimate their own appeal, and why hiring purely on experience creates miserable teams and poor retention. They also dig into the uncomfortable bit: clinicians who massively overvalue themselves and have no idea how thin clinic margins actually are.

This is not a fluffy HR chat. It is a financial argument for treating recruitment like a revenue lever, not a grudge purchase.

What You Will Learn:

• Why “there is a shortage of physios” is usually a recruitment problem, not a supply problem.
• How to calculate the real cost of an unfilled position, including lost revenue and patients going to the clinic down the road.
• The difference between using a recruiter as a CV-forwarding service and using a headhunter who actually networks.
• Why culture, personality and basic likability beat another postgraduate course when it comes to rebookings and retention.
• How ego and salary expectations from some clinicians collide with the reality of private clinic margins.
• Why most clinic job ads read like a B&B listing and what to show instead: environment, team, responsibility, freedom and progression.
• How your social media and website make you more (or less) attractive as an employer, not just to patients.
• Practical steps to make your next hire easier without just throwing more money at the problem.

Who This is For:

Clinic owners, clinical directors and practice managers in MSK who are sick of reposting the same job advert every month, burning hours on rubbish CVs, or losing good clinicians to “nicer” clinics that are not even paying more.

Guest and Contact Details:

Guest: Laura Gilham, founder and co-director of Recruit Therapists, specialising in permanent and locum roles for private clinics across the UK.
Contact Laura: laura@recruittherapists.co.uk
Company: Recruit Therapists

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

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

Michael Schumacher sits down with Katie Knapton, Chair of Physio First, for a blunt conversation about private practice, resistance to innovation, bad incentives, and why clinics still struggle with business basics. They get into AI, video consults, practice standards, PMI negotiations, and the brutal reality of running clinics in 2025. No fluff. No polite industry theatre.

Show Notes:

Most interviews with professional bodies are polite, filtered, and pointless.
This one isn’t.

Michael speaks with Katie Knapton, Chair of Physio First, clinician, and founder of a national video physio service, about what is actually happening inside the private MSK world.

They get straight into the uncomfortable stuff:
why Physio First had a reputation problem, what Katie has changed, and why clinic owners still don’t understand most of what the organisation actually does for them.

They cover:
• The resistance to innovation across MSK
• Why so many physios still believe manual therapy is “the treatment”
• How video consultations fit into modern MSK practice
• Why patients are starting to trust AI triage more than clinicians
• Threats to first appointment numbers as ChatGPT gives accurate early advice
• Why some physios fear AI and others embrace it
• What Physio First is actually offering: business support, legal helplines, mentorship, student placements, and national advocacy
• The growing divide between high-quality clinics and everyone else
• What private equity is doing to the sector

Michael challenges Physio First directly on due diligence, partnerships, quality control, and whether they should be doing more to protect clinics from bad actors.

Katie gives candid answers, explains what’s changing behind the scenes, and outlines how the independent sector is evolving fast — with paediatrics, neuro, frailty, and community rehab exploding while MSK plateaus.

They finish by pulling apart the big question:
What happens when private equity owns half the sector, and who is left to protect patient outcomes?

If you run a clinic, this is essential listening.

What You'll Learn:

• Why Physio First is changing and what it actually offers now
• How video consultations fit into modern patient pathways
• Why AI triage will reduce unnecessary first appointments
• Why poorly informed physio is now a commercial risk
• How resistance to innovation weakens clinics
• How private equity is reshaping the MSK landscape
• Why PMIs negotiate the way they do
• The real hierarchy of what a professional body should protect
• Why many clinics still lack business fundamentals
• How student placements and graduate support could fix workforce issues

Who This Episode Is For:

MSK clinic owners, physios frustrated with the CSP, clinicians curious about Physio First, anyone worried about AI replacing parts of their workflow, and every clinic owner who wants the sector to grow rather than loop old mistakes forever.

Guest Details:

Guest: Katie Knapton

Roles: Chair of Physio First, physiotherapist, founder of a national video physio service

Specialisms: Clinical leadership, sector advocacy, business support, graduate development, national partnerships

LinkedIn: Katie Knapton

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

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