Shows
The Patient Is Always RightMinisode 6: Highs and Lows So Far with JakeIn 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...2025-05-2210 min
The Patient Is Always RightEpisode 6: I've Made Massive Mistakes That Have Cost Me Friendships with Kara HugginsIn 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...2025-05-2043 min
The Patient Is Always RightDesperation Makes You Do Stupid Things with Richard Crawford-SmallIn 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 l...2025-05-1249 min
The Patient Is Always RightMinisode 4: All You Care About Is MoneyWith Ignite expert Jasmine.
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...2025-05-0712 min
The Patient Is Always RightThe Patient Is Only Right If You Don't Follow Through on Expectations with Dana SmithDana 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...2025-05-0544 min
The Patient Is Always RightMinisode 3: Clinicians Don't Give Themselves Enough PowerGuest: Holly, Ignite's Communications Expert
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 aw...2025-05-0109 min
The Patient Is Always RightDentistry Was My Backup Option with 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...2025-04-2941 min
The Patient Is Always RightMinisode 2: Why Your Competitors Are Stealing Your ClientsGuest: Holly, Ignite's Communications expert
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...2025-04-2308 min
The Patient Is Always RightBeing a Business Owner Is Not a Job, It's Your Whole Life with Vanessa L BrownI 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...2025-04-2151 min
The Patient Is Always RightMinisode 1: Ghost Patients: When Your Receptionist Costs You BusinessGuest: Jasmine from 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 impr...2025-04-1708 min
The Patient Is Always RightNobody Cares About Your Dentistry with Dr Barry Oulton"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...2025-04-151h 01