Well, not quite...
Raw. Unfiltered. Real Talk About Running a Modern Clinic.
Subscribe to Episode Releases''The Patient Is Always Right" strips away the corporate gloss and cookie-cutter advice to deliver the raw, unfiltered truth about running a modern clinic. Each episode brings together diverse voices from across clinical professions – from dentistry to aesthetics, medicine and beyond – to share the kind of insights you'd only hear behind closed doors.
This isn't another polite discussion about "best practices" or theoretical business advice. We're creating a space for real conversations about the challenges, failures, and unconventional successes that define the journey of clinic ownership. No curated conversations. No sugar coating. Just honest dialogue about what it really takes to build and grow a successful clinic in today's market.
And join a community of straight-talking clinical professionals who are done with the usual industry waffle.
Episode 1:
Guest: Dr. Barry Oulton, The Confident Dentist
"I believed rich people are bastards and only become rich by sh*tting on other people." Dr. Barry Oulton's raw honesty about his limiting beliefs brings a refreshing perspective to the dental industry.
From overcoming his own financial mindset challenges to handling a cocaine-using patient in his chair, Barry shares the unfiltered reality of dental practice ownership. His provocative take on why patients don't actually care about your clinical skills (as long as they're "good enough") challenges conventional wisdom, while his practical approach to saying no to difficult patients provides a masterclass in communication. With hilarious confessions about the "crotch-watching" patient and serious insights on why practice ownership might not be the path to freedom everyone thinks, this episode delivers the brutal truths about dentistry you won't hear anywhere else.
MINISODE 6:
Jake, Ignite
In this reflective minisode, Jake and Laurie look back on the highs and lows of creating The Patient Is Always Right from scratch. From shooting four episodes in just two days to Laurie stepping up when Derek had to take a step back, this behind-the-scenes conversation reveals the reality of launching a podcast with zero experience.
They reveal which guest had "the best patient story so far", their favourite episodes, and they tease potential changes to set design, new guest categories, and their hopes for continued evolution. This honest reflection captures the genuine excitement and exhaustion of a team that truly threw themselves "literally into the deep end" and emerged with a show they're genuinely proud of.
EPISODE: 6
GUEST: Kara Huggins
In this unfiltered episode, award-winning clinic owner Kara Huggins shares her journey from being strangled by a teenage NHS patient to building Sanctum Medical during the pandemic while battling postnatal depression. Hitting "rock bottom" during lockdown, Kara candidly discusses signing a clinic lease while unexpectedly pregnant and managing mental health struggles.
She calls out "too many individuals with egos that are greedy" in aesthetics, explaining her controversial decision to lower prices for accessibility. Whether discussing her transparent social media approach, the importance of firing fast and hiring slow, or balancing five children with business ownership, Kara delivers practical wisdom with refreshing honesty. From declining filler trends to authentic brand building, this episode offers straight-talking advice on trusting your gut and maintaining integrity in a competitive industry.
MINISODE 5:
In this special behind-the-scenes minisode, Jake (Ignite's Content Production Manager) swaps his usual position behind the camera for the hot seat as we explore the challenges of creating The Patient Is Always Right podcast from scratch. With refreshing candour, Jake shares the technical hurdles of building a set, editing hours of footage, and balancing podcast production with a full-time job: "I've walked in here and wanted to pull what's left of my hair out."
From initial trepidation about finding enough engaging content to the unexpected power of long-form video in today's short-attention-span world, this conversation reveals how a team with no podcast experience managed to create a successful show through pure passion and initiative. As Laurie and Jake reflect on their biggest lessons learned, they offer valuable insights for businesses considering their own content ventures. This episode provides a rare glimpse into the making of the podcast and hints at exciting changes for the release of the new episodes!
EPISODE 5:
GUEST: Richard Crawford-Small
In this unfiltered episode, business strategist Richard Crawford-Small takes us from his Royal Navy days (where Princess Anne once caught him in his underpants) to his most painful business mistake: a venture that led him to a Swiss café where the Russian mafia, dripping in gold, awaited him with suitcase full of cash.
With over 20 years of experience shaping the aesthetic industry, Richard shares why most clinic owners struggle with charging what they're worth, how to push through the "barrier of apathy" in marketing, and why the aesthetic market is evolving beyond just injectables toward wellness and longevity. His outsider perspective reveals why UK clinics need to tell better stories about transformation instead of just transactions, and how proper implementation of AI could revolutionise the consultation process. With straightforward insights on everything from surviving business failures to understanding that "the patient is always right...except when they're not," this episode delivers valuable wisdom for clinic owners ready to elevate their businesses.
MINISODE 4:
Jasmine, Ignite
In this bite-sized minisode, Jasmine analyses two unforgettable dental reviews - from a poetic five-word complaint to a lengthy saga about a dentist who prioritised protocols over patient pain. With brutal honesty, she explains why the disconnect between dentists and patients often comes down to that dreaded "being told off" feeling we all remember from childhood check-ups.
The real insight? "Dentists just care about one big chunk of money... that's why the treatment coordinator is so vital." Jasmine breaks down why clinicians should focus on clinical excellence whilst leaving customer service to properly trained team members who can triage emergencies with empathy. When a dentist responds to criticism with an even longer, unapologetic explanation about their "400 patients", it demonstrates exactly why some practices consistently fail to convert new patients and retain existing ones. This episode delivers practical advice for clinic owners on how to handle walk-ins, emergency cases, and negative reviews without sacrificing patient care or alienating long-term clients.
EPISODE 4:
GUEST: Dana Smith
Dana Smith delivers unfiltered insights from both sides of the Atlantic, comparing UK caution with American optimism in aesthetics. With over a decade of experience transitioning from orthodontics to laser technology, Dana explains why UK clinics fail when they fear transparency about money, treatments, and downtime.
Her passionate breakdown of BBL as "the only scientifically proven anti-ageing treatment in the industry" challenges conventional wisdom, while her hilarious confessional about a naked patient flying off a treatment bed reveals the unvarnished reality of clinic life. From why you should master one device before buying five, to how your front desk staff can make or break patient conversions, this episode delivers practical wisdom every clinic owner needs to hear about consultation processes, setting boundaries with difficult patients, and why sometimes you just have to "let the patient be mad."
MINISODE 3:
Holly, Ignite
A residential building, a rude doorman, and Botox that didn't last – this mini-episode unpacks perhaps our most unhinged clinic review yet. Holly and Laurie dissect a scathing review from a patient demanding immediate Botox touch-ups before leaving the country, alongside the clinic's claims of harassment and threats.
Through their candid analysis, they reveal why consultations aren't just formalities but essential safeguards for both clinics and patients. With Holly turning the tables and asking Laurie the questions, they explore the crucial boundaries clinicians should set, when it's right to turn patients away, and why the poor doorman got dragged into this mess. This bite-sized episode delivers the perfect blend of industry insight and real-world drama that shows exactly why communication breakdowns can turn even simple treatments into review nightmares.
EPISODE 3:
Guest: Dr. Sugz Maha
"I really thought I was going to make it big; dentistry was a backup option." Dr. Sugz Maha bridges the gap between clinical work and marketing with brutal honesty about his unconventional career journey. As one of the few people who truly understands both worlds, he reveals why most dentists misunderstand marketing while most marketers fail to grasp clinical realities.
From his 13-year stint as a musician to his current dual identity as a dentist and a copywriter, Sugz shares how spinning multiple plates has become his superpower. He explains why AI will transform copywriting (but never fully replace it), why associates should build personal brands, and how marketing principles can revolutionise patient consultations. Plus, in our confessional segment, Sugz delivers hilariously uncomfortable patient stories that reveal the unfiltered reality of dental practice. This episode delivers practical wisdom for any clinic owner caught between clinical excellence and effective promotion.
MINISODE 2:
Holly, Ignite
"Your competitors down the road might have half the expertise, but they're stealing your potential clients with a content strategy." In this revealing minisode, Holly breaks down what happens when social media expectations crash into clinical reality.
She analyses a review from a patient who followed a clinic for months on Instagram, only to have her heart sink upon arrival at a cramped, noisy space, nothing like the luxurious setting portrayed online. With three years of communications expertise, Holly explains why authenticity matters more than glamour, how content strategy is now essential infrastructure for clinic success, and why, in 2025, people check Instagram before Google reviews. This bite-sized episode delivers a crucial wake-up call for clinic owners: your social content isn't just marketing, it's setting expectations that can make or break patient trust from the moment they walk through your door.
EPISODE 2:
Guest: Vanessa L Brown
''I started selling celebrity autographs on eBay when I was eight years old." From her early entrepreneurial days to transforming her family's wellness business into one of Cumbria's leading clinics, Vanessa L Brown delivers unfiltered truths about the aesthetic industry that few dare to share.
In this candid conversation, she reveals why she wouldn't open a clinic again if she had to start over, explains the north-south divide in UK aesthetics, and shares what truly separates thriving clinics from those that struggle. With insights from her international career and experience working with Erchonia across Europe, the Middle East, and Africa, Vanessa breaks down what patients really want (hint: it's not just treatments) and why your clinic's music, lighting, and scent matter more than you think. From handling no-shows to managing patient expectations, this episode offers a masterclass in aesthetic business reality that both practitioners and clinic owners need to hear.
MINISODE 1:
Jasmine, Ignite
When a potential patient contacts your practice three times and still can't get proper help, is their negative review justified? In this revealing minisode, Jasmine – Ignite's dental expert with years of experience as a dental nurse and TCO – dissects a review from someone who never even made it to the dentist's chair.
She explains why front desk interactions can make or break your practice and offers practical solutions for small practices without dedicated reception staff. Through this real-world example, you'll discover how seemingly small communication failures create devastating first impressions that send patients straight to your competitors. If you're wondering why potential patients ghost your practice before booking, this episode delivers the unfiltered truth about the patient experience that happens before treatment even begins.
Episode 1:
Guest: Dr. Barry Oulton, The Confident Dentist
"I believed rich people are bastards and only become rich by sh*tting on other people." Dr. Barry Oulton's raw honesty about his limiting beliefs brings a refreshing perspective to the dental industry.
From overcoming his own financial mindset challenges to handling a cocaine-using patient in his chair, Barry shares the unfiltered reality of dental practice ownership. His provocative take on why patients don't actually care about your clinical skills (as long as they're "good enough") challenges conventional wisdom, while his practical approach to saying no to difficult patients provides a masterclass in communication. With hilarious confessions about the "crotch-watching" patient and serious insights on why practice ownership might not be the path to freedom everyone thinks, this episode delivers the brutal truths about dentistry you won't hear anywhere else.