In this episode, Sachin and Todd pull back the curtain on one of the most defining factors in whether a clinic thrives or constantly feels like it’s stuck in Groundhog Day: the relationship between the Practice Owner and the Practice Manager.

If you’ve ever felt frustrated by open loops, disappearing tasks, cancelled meetings, “doorstop” decision-making between consults, or that nagging sense of “Am I going mad? Didn’t we already talk about this?” — this conversation will feel like someone finally turned the lights on.

Together, Sachin and Todd unpack the root causes of misalignment, reveal the systems high-performing clinics use to stay on track, and share the exact practices Scale My Clinic teaches inside Project X to elevate communication, build trust, and create unstoppable momentum between Owner and Manager.

If you’re an ambitious Practice Owner who’s tired of firefighting, overwhelmed by leadership noise, and ready to scale with confidence, this episode is exactly what you need.

In this episode of the Scale My Clinic Podcast, you’ll learn:

1. 00:57 - Symptoms of misalignment in an Owner-Manager relationship
2. 05:11 - The hidden cost of cancelled meetings, doorstop decisions, and ad-hoc leadership conversations
3. 09:57 - The fix: creating a non-negotiable meeting rhythm (and implementing “NFE”)
4. 21:20 - The Lencioni framework and how to build real trust and healthy conflict
5. 33:44 - The one powerful sentence that elevates the owner–manager relationship to its highest potential

Resources

The Holiday Reset Kit

Missed the previous Episode?

Listen to Episode 84 here: The Three December Mistakes That Cost GP Owners the Most

🎯 Book your free Practice Growth Call here: https://smc.expert/Personalised-Practice-Audit-PC

As the calendar flips toward the end of the year, many clinics unknowingly make decisions that create unnecessary chaos, cash stress, and missed opportunities in the months that follow.

In this episode, Dr Todd Cameron and Dr Sachin Patel break down the three most common mistakes clinics make at the end of the year. Mistakes that feel harmless in December but hit hard in February.

From failing to preload the year ahead, to switching off recruitment too early, to missing simple ways to make your people feel genuinely valued, this conversation pulls back the curtain on what high-performing clinics do differently and why preparation, not hustle, is the real advantage.

This episode is practical, grounded, and deeply relevant if you want to start the new year calm, in control, and strategically ahead of the curve.

In this episode of the Scale My Clinic Podcast, you’ll learn:

• 00:00 - Why this time of year sets the tone for everything
• 01:20 - How high-performing clinics plan the year ahead
• 08:45 - Why momentum matters more than rest right now
• 12:45 - What really causes the February cash squeeze
• 17:00 - Where clinics quietly lose patients and revenue
• 30:20 - The leadership habit that protects your clinic long-term

Resources

The Holiday Reset Kit

Missed the previous Episode?

Listen to Episode 83 here: Practice Manager to Powerhouse: The Real Story Behind Scaling Two Clinics (and Surviving A Culture Crash)

🎯 Book your free Practice Growth Call here: https://smc.expert/Personalised-Practice-Audit-PC

What happens when someone walks into Practice Management with zero healthcare experience, no systems, no training, and a team already set in their ways - yet goes on to build one of the most admired clinics in the Scale My Clinic community?

In this episode, Bec Whitehurst shares her journey from “I didn’t even know what Medicare was” to overseeing two thriving practices, managing 26+ doctors, and creating a culture that attracts and keeps phenomenal people.

This conversation is a masterclass for Clinic Owners who feel overwhelmed, burnt out, or uncertain about how to empower their team. Bec lifts the curtain on trust, leadership, hiring, growth, opening a second site, navigating conflict, and what she learned from a complete cultural breakdown that forced her to rebuild from scratch.

If you’re a Clinic Owner or Practice Manager who wants to scale without losing your sanity (or your team) this conversation will change the way you lead.

In this episode of the Scale My Clinic Podcast, you’ll learn:

• 00:58 - Why transferable skills matter
• 05:54 - How to survive the first months as a PM with no systems, no handover, & no roadmap
• 10:34 - Winning trust fast and the relationship strategies that make or break a practice
• 16:22 - Growing & expanding a clinic, and how culture and systems drive sustainable scale
• 26:56 - How misalignment, unclear roles, and lack of communication quietly destroy a practice long before problems become visible
• 41:59 - Practical frameworks that reduce overwhelm, prevent bottlenecks, and give owners more time back
• 51:21 - How to create empowered managers, what leadership really requires, and how to stop bottlenecking growth

ABOUT BEC WHITEHURST

Rebecca Whitehurst is a Business Manager at Grove Medical, overseeing two clinics in Perth. She love turning chaos into structure, helping people thrive, and learning from every mistake, all while living her best millennial life as a coffee-fuelled, dog-obsessed people person.

• Website: https://grove-medical.com.au/

Missed the previous Episode?

Listen to Episode 82 here: The Walker Street Way: How BM Jessica Led a Culture Shift, a Clinic Move, and a Doctor Uplift; All at Once

🎯 Book your free Practice Growth Call here: https://smc.expert/Personalised-Practice-Audit-PC

Your clinic can’t scale if it’s still running on people instead of systems.

In this episode, Sachin sits down with Jess Rankin, Business Manager at Walker Street Doctors, for a masterclass on what it really takes to transform a clinic from “held together by heroic individuals” into a calm, scalable, system-driven practice.

Jess shares her unexpected transition into practice management, the baptism-by-fire early days, and the pivotal mindset shifts that allowed her and owner Nerida to work as a true leadership team instead of two exhausted people putting out fires.

From rebuilding trust after a tough internal transition, to implementing a service fee increase without losing a single doctor, to moving an entire practice in just eight weeks, to building an intranet that finally ended the “Where is that document?” chaos, Jess lifts the curtain on how real clinics grow - not through hacks or heroics, but through curiosity, communication, and the courage to challenge the old way of doing things.

If you’re a Clinic Owner or Practice Manager who’s ambitious but overwhelmed, struggling with key-person dependency, or craving a smoother, saner way to scale, this conversation will feel like oxygen.

In this episode of the Scale My Clinic Podcast, you’ll learn:

• 05:11 - Why challenging the “we’ve always done it this way” mindset is crucial for breaking growth plateaus and reducing key-person dependency.
• 12:20 - Building the dream practice with your doctors, not for them
• 17:12 - Raising service fees the right way without losing a single GP
• 19:55 - Why centralising processes, policies, and “the way we do things here” is one of the highest-leverage moves
• 29:58 - The power of a true PM – Owner leadership rhythm

ABOUT JESSICA RANKIN

Jess Rankin is the Business Manager at Walker Street Doctors in North Sydney, where she blends strategic thinking with genuine care for people. With a background in HR and health administration, including experience with the AMA NSW, Jess is passionate about creating an efficient, joyful, and values-driven workplace that allow doctors and staff to deliver exceptional care. She’s also the Chairperson of the Unsworth Foundation, leading her family’s philanthropic work to support community and health initiatives across Australia. Known for her energy, organisation, and her favourite question “Why?” Jess believes that strong systems create the space for connection and better care. Away from work, she’s grounded by her husband, two adult children, her parents who live a bit too nearby, and two much-loved cats, Loki and George.

• Website: https://www.walkerstreetdoctors.com.au/

Missed the previous Episode?

Listen to Episode 81 here: The Pressure Index of Ownership: Lessons from AFL, Medicine, and Building a Future-Ready Clinic

🎯 Book your free Practice Growth Call here: https://smc.expert/Personalised-Practice-Audit-PC

If you want a clinic that runs smoother, grows faster, and feels easier to lead, the real breakthroughs aren’t in medicine. They’re in the metrics, mindsets, and leadership moves you make outside the consult room.

In this episode, GP and Practice Owner Dr Andrew Palfreman joins Todd to unpack the unexpected overlap between coaching under-14 AFL kids and running a high-functioning General Practice - and why the “fierce cauldron of self-development” is the best preparation you never knew you needed.

Andrew shares the story behind the now-legendary RPI and why simple, behaviour-driven metrics outperform complex dashboards. He opens up about taking over a long-standing practice earlier than expected, stabilising a team after turbulent ownership changes, and how he rebuilt trust, culture, and momentum from the inside out.

You’ll also hear how Andrew navigated ownership as a new fellow, led calmly through the uncertainty of COVID, built a proactive model of care, and now prepares his clinic for its next major growth phase, both operationally and structurally.

If you’re a GP or Practice Owner looking for grounded, real-world lessons from someone who’s lived every part of the journey - clinical, managerial, cultural, financial - this conversation is a goldmine.

You’ll walk away with insights you can apply immediately, whether you’re stabilising, growing, or scaling your clinic for the future.

In this episode of the Scale My Clinic Podcast, you’ll learn:

• Why coaching-style thinking makes you a stronger Practice Owner (00:22)
• How to create lead/lag indicators that drive real behaviour change, keep your team aligned, and remove ambiguity without overwhelming people with dashboards (01:26)
• The first high-impact decisions new owners must make to stabilise the team, protect the business, and set the clinic up for long-term growth (10:21)
• What strong crisis leadership really requires and how to guide your team with confidence in uncertain moments (23:04)
• How planned care, health assessments, and rebooking systems create sustainable scale (28:49)
• How strategic room planning, telehealth flow, and property decisions that enable growth (36:02)

ABOUT DR ANDREW PALFREMAN

Dr Palfreman graduated from the ANU Medical School in 2009 and completed GP specialty training to become a Fellow of the RACGP in 2014. He worked previously as a Registrar at Winnungah Nimmityjah Aboriginal Health Service and Interchange General Practice. While Clinical Director at IGP, he was fortunate to help at Watson in 2015 prior to the passing of Dr Phillip Toua (well known to longstanding Watson and Giralang patients). In 2017, Dr Palfreman returned permanently as Clinical Director and bought the practice in November 2018. In 2021, he also began work at a GP outreach clinic with Directions Health Service.

Originally from Melbourne, he is an alumnus of the University of Melbourne and RMIT and worked in 1997 at Monash University. He moved to Canberra in 2001 and spent two years in Solomon Islands prior to studying medicine. In October 2018 he returned briefly to the Pacific as a locum doctor in Port Vila, Vanuatu. He has three children, a Staffy called Steve, and lives locally.

While interested in general medicine, he has specific interests in chronic disease and pain management, men’s health and Indigenous health. In November 2024, he received a Medicare Champion award from the Australian Government:

Announcing Australia's Medicare champions | Health Portfolio Ministers | Australian Government Department of Health and Aged Care

• Website:

Thinking about buying or starting a practice? Here’s what it really takes to step into ownership, lead with confidence, and scale without burning out.

In this episode, Todd Cameron sits down with Dr Brodie Carlon, a newly minted GP who took the bold leap into Practice Ownership just 18 months after fellowship. From inheriting a decades-old family practice in Tasmania to leading it through modernisation and recruitment challenges, Brodie’s story is one of courage, clarity, and community.

You’ll hear how he navigated a generational handover with his father-in-law, what he learned about managing time and finances as a first-time owner, and how he’s creating a thriving workplace that balances patient care, team culture, and sustainability.

This conversation is a must-listen for any Clinic Owner who’s ever wondered, “Am I really ready for ownership?” or felt the weight of juggling multiple hats — doctor, leader, mentor, and parent. Brodie’s reflections are refreshingly real, reminding us that leadership in healthcare isn’t about having all the answers — it’s about learning, evolving, and staying true to your values while building a clinic that lasts.

Every great clinic starts with intention. With the right structure and support, you can build a business that thrives without burning you out.

In this episode of the Scale My Clinic Podcast, you’ll learn:

• Recognising when you’re ready to go from GP to business leader (00:53)
• How to transition a clinic without losing momentum (03:55)
• Mastering time, focus & delegation as a Clinic Owner (11:20)
• Balancing multiple hats without burning out (19:45)
• How to attract great doctors, modernise your practice, and protect the independence and community feel that make small clinics thrive (27:20)

Dr Brodie Carlon MBBS, FRACGP, is a Specialist General Practitioner and the owner of Bellerive Doctors in Tasmania, a locally owned clinic known for its high-quality, community-focused care.

Brodie is passionate about building a supportive environment where GPs and healthcare professionals can thrive, grow their careers, and deliver outstanding patient care. His approach combines strong clinical leadership with a deep commitment to serving the local community.

You can learn more or book an appointment at Bellerive Doctors.

• Website: https://brodiecarlon.com.au/
• Website: https://www.bellerivedoctors.com.au/
• Facebook: https://www.facebook.com/profile.php?id=61579230205728

🎯 Book your free Practice Growth Call here: https://smc.expert/Personalised-Practice-Audit-PC

Missed the previous Episode?

Listen to Episode 79 here: Amidst All the Chaos, Here’s What GP Owners Can Still Rely On

In a world obsessed with change, this episode gives you a new perspective. Dr Todd Cameron and Dr Sachin Patel explore what stays the same in General Practice — the timeless fundamentals that every Clinic Owner must protect if they want to build a thriving, future-proof business.

From the unshakable “Four A’s” of patient expectations to the irreplaceable value of human connection in care, Dr Todd and Dr Sachin break down what truly endures, no matter how fast technology, politics, or funding shifts around us.

This conversation is equal parts grounding and empowering, a must-listen for Practice Owners who want to cut through the noise, refocus on what matters, and lead with confidence in the decade ahead.

This episode feels like a deep exhale, reminding Clinic Owners that while the industry evolves, the heart of General Practice doesn’t. It’s honest, practical, and quietly motivational, perfect for overwhelmed owners who crave clarity and stability.

In this episode of the Scale My Clinic Podcast, you’ll learn:

• Four factors that define patient loyalty (02:02)
• How to strengthen your diagnostic instincts and protect the patient–doctor bond when automation takes over the basics (14:31)
• How to build clinics that patients and teams never want to leave (28:06)
• Staying commercially smart amid the larger forces reshaping healthcare (48:47)
• What real alignment looks like and how to create a culture that’s ready for both disruption and growth (59:14)

🎯 Book your free Practice Growth Call here: https://smc.expert/Personalised-Practice-Audit-PC

Missed the previous Episode?

Listen to Episode 78 here: Six Hours of Reception Work Done in Thirty Minutes: The AI Fix for GP Admin Overload with Melvin Chen

This episode pulls back the curtain on what’s fast becoming one of the biggest shifts in General Practice: the rise of AI automation in the clinic back office.

Dr. Sachin Patel sits down with Melvin Chen, founder of Care GP and creator of Samantha — an AI-powered document allocation assistant that’s helping clinics reclaim hours lost to admin chaos.

From the lessons of failed startups to the discipline of solving real-world clinic problems, Melvin shares how his team built one of the first safe, practical AI tools for GPs. You’ll hear how he shadowed receptionists, mapped their workflows, and turned frustration into innovation, and why solving the right problem, not just building the right product, is what defines real success in healthcare tech.

This conversation goes far beyond software. It’s about the future of General Practice, freeing humans to do the work only humans can do, and building scalable systems that protect both revenue and wellbeing.

If you’re a Clinic Owner or Practice Manager wondering how to actually use AI to lighten your load without losing control, this episode will show you what’s possible (and what’s already happening).

In this episode of the Scale My Clinic Podcast, you’ll learn:

• How AI is already transforming the admin backbone of General Practice (00:00)
• Why you should first find the painful problem worth solving before building the product (06:30)
• How neglected paperwork can cost clinics far more than they realise (11:50)
• Inside ‘Samantha,’ the AI that’s changing General Practice forever (14:20)
• How AI and humans work together in healthcare (26:44)

ABOUT MELVIN CHEN

Melvin Chen is the CEO and Founder of Care GP, a Sydney-based company on a mission to enable the first generation of Superintelligent healthcare clinics. Care GP helps GP clinics grow their business without growing their admin team, using AI-driven solutions that boost efficiency and profitability. Since launching 6 months ago, Care GP has achieved 140% average monthly usage growth, serves over 150 GP clinics, and reached profitability with zero customer churn.

The company’s first AI agent, Samantha, automates medical document workflows - saving clinics 4.3 hours of admin time daily and reducing errors. Its second AI agent, Veronica, acts as a voice-based receptionist, managing bookings and patient inquiries.

Care GP reports an 85% pilot-to-customer conversion rate and aims to onboard 1,500 new customers by December 2026. Backed by Blackbird Ventures, one of Australia’s top VC firms, Care GP is scaling its Agentic AI technology nationwide. With over 15 years of global business-building experience - including a $1.5B NASDAQ IPO exit, he brings deep expertise in AI, healthcare, and high-impact leadership. Melvin has been listed on the prestigious Forbes 30 Under 30 list and is determined to revolutionise healthcare through technology, customer obsession, and intentional innovation.

• Website: https://www.caregp.com.au/
• LinkedIn: https://www.linkedin.com/in/melvinchen/

🎯 Book your free Practice Growth Call here: https://smc.expert/Personalised-Practice-Audit-PC

Missed the previous Episode?

Listen to Episode 77 here: 90% Bulk Billing, 0% Profit? The ‘Free GP’ Traps Every Owner Must Avoid