Founder of ClinicDash Mike Major shares his incredible journey, lessons learned and challenges overcome in the first of this four part exclusive.

In this compelling series, we delve into Mike's transformative journey from a military background to becoming a visionary leader in healthcare.

Mike shares his experiences of overcoming numerous challenges, from initial frustrations with commission-based payment models to the complexities of managing clinic operations.

He reflects on his time working at a clinic with a fragmented operational structure and discusses the critical learning moments that shaped his leadership philosophy.

We explore a pivotal projects where Mike was tasked with opening six new clinics simultaneously, focusing on service, experience, communication, and teamwork. However an an unexpected shift in provincial funding leading to massive layoffs, and a significant reevaluation of the business model.

Mike's ability to adapt and lead through this crisis underscores his resilience and strategic acumen.

Mike reveals the lessons learned from his military training and how they influence his approach to leadership, ultimately guiding him to create a more sustainable and ethical physiotherapy practice.

This series is an inspiring testament to the power of adaptability, leadership, and the relentless pursuit of aligning professional practice with personal values. a significant reevaluation of the business model.

Summary

Background and Early Career

• Mike's Early Experience: Mike began his career in physiotherapy at a clinic where he discovered that the service delivery model—seeing one client every half an hour—aligned with his values, ethics, and morals. However, he disagreed with the commission-based payment model common in the industry.
• Commission-Based Payment Issues: Mike believes commission-based pay does not align with the psychology and values of healthcare providers, creating internal conflict and dissatisfaction among them.

Initial Business Venture

• Joining a Clinic: Mike spent a year working at a clinic to understand its operations before considering opening a second clinic. He discovered the clinic barely broke even financially, and internal distrust among partners hampered growth prospects.
• Operational Challenges: The clinic faced operational issues such as lack of coordination among staff and unclear service values, leading to inefficiencies and dissatisfaction.

New Opportunity and Expansion Efforts

• New CEO and Expansion Plan: Mike's former employer brought in a new CEO focused on growth and organisational health. The plan was to open six clinics simultaneously, emphasising service, experience, communication, and teamwork.
• Testing and Preparations: They tested the new model in a pilot clinic, coordinating leases, equipment, contractors, and operations. However, just as they were ready to proceed, a change in provincial funding for long-term care and physiotherapy drastically affected the business.

Impact of Funding Changes

• Provincial Funding Cut: The sudden funding cut led to the layoff of 600 employees, severely impacting the company's cash flow and halting the expansion project.
• Proposal Process and Recovery: Mike led a proposal process to secure new provincial funding for 52 clinics, successfully obtaining funding for 19 of them, which was crucial for the company's survival.

Lessons Learned

• Understanding the Real Customer: Mike emphasized the importance of recognizing who pays for the services as the true customer. In their case, reliance on provincial funding highlighted the risk of depending on a single customer.
• Adaptability and Leadership: Mike's experience underscored the need for adaptability in the face of unexpected challenges and the value of strong leadership and coordination in managing crises.

Analysis

Commission-Based Pay in Healthcare

• Mismatch with Healthcare Provider Values: Healthcare providers typically prioritize patient care and stability over the sales-driven approach of commission-based pay. This mismatch can lead to dissatisfaction and high turnover.
• Alternative Payment Models: A fixed salary or performance-based bonuses that align with patient care quality and outcomes may be more suitable for healthcare providers.

Operational Efficiency and Coordination

• Importance of Clear Roles and Communication: The clinic's operational issues stemmed from a lack of clear roles, poor communication, and inadequate coordination. Effective management requires well-defined roles and robust communication channels.
• Value and Service Clarity: Establishing and communicating clear values and service standards is crucial for aligning the team and improving patient experience.

Strategic Planning and Risk Management

• Diversification of Revenue Streams: Relying heavily on a single funding source, such as provincial funding, poses significant risks. Diversifying revenue streams can provide more stability.
• Crisis Management: The funding cut crisis highlighted the need for contingency planning and the ability to quickly adapt to changing circumstances.

Leadership and Team Dynamics

• Empowering Leadership: Mike's leadership in the proposal process was pivotal in navigating the crisis. Empowering capable leaders within the organization can drive effective problem-solving and innovation.
• Team Collaboration: Coordinating a large team to achieve a common goal, as seen in the proposal process, demonstrates the importance of collaboration and shared objectives in achieving success.

Conclusion

Mike's journey illustrates the challenges and complexities of running a physiotherapy clinic, from aligning payment models with provider values to navigating funding changes and operational inefficiencies. His experience underscores the importance of strategic planning, effective leadership, and adaptability in the healthcare industry.