Confidence To Thrive - a podcast for ambitious healthcare practitioners and entrepreneurs

The Biggest Mistakes Healthcare Practitioners Make When Handling a Complaint or Claim

On this episode of the Confidence To Thrive podcast, Christopher Cloke Browne and Roger Houston reveal the most common mistakes that practitioners and private healthcare business owners make when handling complaints and claims.

In most cases, many of these issues are easily avoided with the right processes and approach - and Roger and Christopher explain in detail what separates those practices who avoid damaging legal action and those that don't.

The most important aspect to take from this episode is that the incidence of claims is rising and that being subject to a claim or complaint is not the end of the world for a practice. You just need to know how to deal with it.

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

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Episode 7 - Improving outcomes from difficult intravenous access through innovation - interview with Airglove Medical Ltd CEO Jason Ram

What if there was a technology to simplify difficult IV access and improve patient outcomes? 

In this episode of Confidence to Thrive, Christopher Cloke Browne of Owlicity speaks with guest Jason Ram, CEO of Airglove Medical, about Airglove, a patented device designed to support difficult intravenous access and venipuncture. 

Jason shares his vascular access background and explains how the technology originated from an NHS innovation request at Maidstone and Tunbridge Wells in 2009, leading to a Version 1 launch in 2018 and the development of Version 2 based on clinical feedback. 

They discuss why oncology, haematology and related services are an initial focus due to repeated access needs, while highlighting broader applications across healthcare to reduce multiple attempts, complications, delayed treatments and traumatic patient experiences. 

Jason outlines plans to deepen NHS partnerships, collect more data, strengthen regulatory and compliance work, expand into the US, Australia and Europe, and pursue a mission to assist 1 billion cannulations globally through a simple, accessible system.

Episode timestamps

• 00:59 Introduction to Airglove Medical CEO Jason Ram
• 01:23 Jason reveals his vascular access journey
• 03:00 Jason discusses the origins of Airglove 
• 03:39 Why Airglove is now on a version two upgrade and what that means for patient outcomes
• 05:28 Why there is an oncology-first focus
• 07:48 Assessing the impact on patient safety 
• 10:03 How Airglove is working within NHS and private healthcare to deliver results
• 10:16 Jason outlines Airglove’s ambitious growth plans 
• 13:43 Why Jason believes simplicity is the path to equity in healthcare

Discover more about Airglove Medical Ltd and connect with Jason on the links below:

Airglove Medical Ltd

LinkedIn - Jason Ram

LinkedIn - Airglove Medical Ltd

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

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YouTube

Aesthetics, Regulation and Insurance: Managing Complaints, Consent and Cover

In this episode of Confidence to Thrive, Owlicity director Christopher Cloke Browne talks about what practitioners and entrepreneurs need to know about regulation and insurance when building or growing an aesthetics practice. 

Christopher outlines how aesthetics has evolved from anti-wrinkle and filler treatments into broader, more medically complex work focused on the ageing process, alongside changing demographics driven by social media, more men seeking treatment, and overlap with areas like menopause and functional medicine. 

He discusses key risks in a complaints-heavy sector, including managing expectations, screening for body dysmorphia, and the importance of detailed informed consent and consistent complaint-handling to prevent escalation to lawyers. 

Christopher explains how insurers assess fast-moving treatments through risk-banding and practitioner judgement, and stresses the need for a “fair presentation of risk” by disclosing new or higher-risk services to ensure appropriate cover.

Episode time stamps

• 00:44 The evolution of the aesthetics sector in healthcare
• 02:20 From anti-ageing to functional medicine
• 06:09 The impact of social media and new demographics
• 06:42 Regulation risks, complaints and claims
• 08:43 Informed consent and client screening
• 10:02 Getting the right insurance cover
• 11:29 New treatments and emerging risks
• 13:56 Fair presentation of risk
• 15:43 How to learn more

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

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YouTube

Functional Medicine’s Regulatory Grey Areas: Managing Risk, Claims, and Insurance Cover

In this episode of Confidence to Thrive, Christopher Cloke Browne discussing building and growing a functional medicine practice while staying protected in a regulatory grey area. 

Christopher defines functional medicine as a personalised, preventative “Medicine 3.0” approach focused on long-term lifestyle and biochemical root causes rather than pharmaceuticals, and explains how this creates uncertainty around CQC, diagnosis rules, and mixed teams where non-doctors may be perceived as diagnosing. 

He also reveals some of the key commercial risks in private care - especially complaints that treatment was driven by financial gain - and the need to set clear expectations on cost, timeframe, and uncertainty, given limited traditional clinical trial evidence. 

Christopher outlines how insurance hinges on a fair presentation of risk, highlighting peptides like BPC157 as “food supplements” with potentially serious unknown effects, and stresses open, detailed discussions with insurers and awareness of regulator exposure beyond the GMC.

Podcast timestamps

• 00:00 Podcast Introduction
• 00:47 Functional Medicine Explained
• 03:52 Regulatory Grey Areas
• 05:48 Practice Models and Pitfalls
• 07:46 CQC and Scope Boundaries
• 10:20 Managing Patient Expectations
• 14:05 Insurance and Disclosure
• 16:04 Peptides and Hidden Risks
• 20:23 Non Doctor Legal Exposure
• 23:03 Protect Yourself Now

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

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YouTube

In this episode of Confidence to Thrive, Christopher Cloke Browne of Owlicity explains what a GMC (or GDC) complaint is, how it starts, and how to navigate the process without derailing your practice. 

Christopher explains that complaints can be made directly, anonymously, and by third parties, and that regulators focus on patient safety and can restrict, suspend, or ultimately remove a licence. He outlines the stages from initial triage by case managers to an interim orders tribunal (which can happen quickly) and a full tribunal, and notes the tribunal panel includes a lawyer, a doctor (not necessarily from your specialty), and a lay person. 

He stresses responding early with a targeted patient-safety-focused submission, preparing support from credible experts, and checking whether medical indemnity includes separate regulatory legal expenses cover.

Episode timestamps

• 00:52 What Is a GMC complaint?
• 02:12 How complaints begin
• 04:16 The first response strategy
• 08:07 What accelerates the timelines 
• 09:54 Interim hearing vs full tribunals
• 11:32 Who sits on the panels
• 13:07 Preparing for misunderstanding
• 14:54 Strike off risk and duration
• 16:46 Evidence and expert support
• 19:41 Indemnity and regulatory cover

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

Instagram

YouTube

In this episode of Confidence to Thrive, Christopher Cloke Browne, director of Owlicity, discusses why many healthcare practitioners and private practices are one complaint away from a crisis and how to prevent escalation. 

Christopher explains that unresolved “rumbling” complaints can quickly become legal disputes where UK litigation costs can dwarf compensation, driving stress, reputational risk, and higher future premiums even when insured. 

He argues many cases can be prevented or resolved faster by front-loading work: assessing negligence early, taking a human and commercial approach, and using expert opinions under the modified Bolam Test to deter weak “no win, no fee” claims. 

The discussion also covers emerging risks in wellness, longevity, off-licence prescribing, supplements and peptides, and recent legal shifts placing more liability on GP practice brands, stressing the need to explicitly confirm insurance cover as services evolve.

Episode timestamps

• 00:00 Podcast Introduction
• 00:48 One Complaint Away
• 01:00 Legal Fees Explosion
• 02:56 Who Is At Risk
• 04:19 Preventing Escalation
• 06:55 Insurance Versus Reality
• 07:25 Human First Resolution
• 10:27 Front Load The Defence
• 12:51 Why Claims Get Settled
• 14:59 Innovation Creates Grey Areas
• 17:59 Peptides And Supplements Risk
• 19:32 Business Models Shift Liability
• 21:16 Check Your Cover Now
• 23:30 Off Licence Prescribing
• 25:18 Expanding Services Safely
• 27:52 Wrap Up And Next Steps
• 28:15 Outro And Sponsor

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

Instagram

YouTube

In this episode of Confidence To Thrive, we discover how Owlicity was founded as a solution to the challenges in the private healthcare market.

Hannah Walker interviews Christopher Cloke Browne and Roger Houston of Owlicity insurance advisors who talk through the story of the business.

They explain the firm began from Chris and Roger’s view that healthcare businesses in areas such as functional medicine, integrative medicine, aesthetics and mental health are poorly served by traditional insurance.

The market was crying out for advisors who understood the unique challenges for these types of practices and businesses, so they could present risks clearly to underwriters and securing appropriate cover at the right price. 

Chris explains why it is useful to call on advisors rather than brokers, as these types of business usually require client support beyond policies, including guidance through complaints, claims, and unexpected issues. 

Roger outlines his claims-focused background and role helping clients get claims paid or properly defended, addressing anxieties such as social-media pressures in aesthetics. 

They advise practitioners to market with clear expectations and aim for the premium end using quality products. 

Highlights

00:00 Meet the Team

00:30 How It Started

01:10 Why Advisors Not Brokers

02:01 Roger on Claims

03:03 Aesthetics Risk Reality

03:32 Why Chris Loves It

04:29 Marketing Advice

05:19 Why Choose Owlicity?

Enjoyed this episode of Confidence To Thrive?

Please rate review and subscribe to Confidence to Thrive on your preferred podcast platform and help us spread our message to others who are making a difference in private healthcare.

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

Instagram

YouTube

In this episode of Confidence to Thrive, Christopher Cloke Browne, director of Owlicity, reveals why fear of claims and complaints can stall private healthcare practitioners - in leading edge sectors, such as aesthetics, wellness, functional medicine and mental health - and how to handle issues before they escalate. 

Christopher explains how most complaints begin as dissatisfaction driven by expectations, finances, or perception rather than negligence, but can spiral into legal action, social media attacks, refunds that erode profit, higher insurance premiums, reputational damage, and significant stress. 

He also walks through how private healthcare businesses and practitioners can prepare themselves against such action through preparation, including strong systems, particularly detailed record keeping, procedure notes, and patient-specific informed consent, plus clear escalation channels for frontline staff. 

Christopher also explains how Owlicity supports practitioners by quickly assessing risk, advising robust responses, and helping them hold their ground when not negligent to avoid costly, prolonged disputes.

Episode timestamps:

00:00 Welcome to the Podcast
00:50 Why Complaints Hold You Back
02:17 Unprepared and Undertrained
04:10 Dissatisfaction Not Negligence
06:10 Business and Reputation Risks
08:19 Your Best Defence Records
10:06 When to Settle or Stand Firm
11:58 Handling Social Media Pressure
13:04 Expert Support in Action
15:28 Systems and Staff Escalation
16:55 How to Get Help
18:40 Wrap Up and Subscribe

Enjoyed this episode of Confidence To Thrive?

Please rate review and subscribe to Confidence to Thrive on your preferred podcast platform and help us spread our message to others who are making a difference in private healthcare.

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

Instagram

YouTube

In this preview episode, Christopher Cloke Browne introduces Confidence To Thrive, a podcast for ambitious healthcare practitioners and entrepreneurs.

Christopher explains: 

• What the Confidence To Thrive podcast is?
• Who Confidence To Thrive is designed for?
• What to expect over the next few weeks?

Who are Owlicity?

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. 

Learn more about how Owlicity can support here: Owlicity.co.uk 

Call us on 0203 988 8090

Follow us on social media

LinkedIn

Instagram

YouTube