Episode 32 - How to build a resilient private healthcare business
Confidence To Thrive - a podcast for ambitious healthcare practitioners and entrepreneurs
<p><b>How to build a resilient private healthcare business - complaints, claims, HR and defensible processes</b></p>
<p>In this episode of Confidence to Thrive, Owlicity director Christopher Cloke Browne discusses what resilience means for private healthcare businesses, focusing on complaints, refunds, and the disproportionate costs and disruption that can follow when dissatisfaction escalates into claims and legal fees. </p>
<p>He explores warning signs such as treating patients you feel uncomfortable about, the importance of saying no, and building tough, practice-wide policies around informed consent, appropriate patient selection, and consistent complaint-handling. </p>
<p>Christopher highlights best practice including multidisciplinary team reviews, detailed but succinct note-taking, and auditing to ensure procedures are followed across larger practices, helping deter claimant lawyers looking for “easy wins.” </p>
<p>The conversation also covers the challenges of moving from NHS to private care, and how Owlicity supports growth with advice spanning insurance, HR, GDPR, regulation, and risk mitigation.</p>
<p><b>Episode time stamps</b></p>
<ul>
<li>00:43 Defining business resilience</li>
<li>02:34 Spotting risky patients</li>
<li>03:12 The true cost of claims</li>
<li>07:27 Policies and saying no</li>
<li>09:23 NHS mindset vs private practice</li>
<li>10:29 Multidisciplinary team defence</li>
<li>12:54 Notes audits and easy targets</li>
<li>16:37 Scaling without losing control</li>
<li>18:29 Advisors and the next steps</li>
</ul>
<p><b>Who are Owlicity?</b></p>
<p>This podcast was brought to you by Owlicity Insurance Advisors who support your business ambitions. Owlicity advises practitioners, owners, and entrepreneurs of healthcare practises on mitigating risks so your business can thrive. </p>
<p>Learn more about how Owlicity can support here: <a href="https://www.owlicity.co.uk" rel="nofollow">Owlicity.co.uk </a></p>
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