Culture Of One

13/02/2026

It all goes wrong early.

Most clinic owners obsess over metrics like they’re running a 12-site operation.

You’ve got two clinicians.

Tracking dashboards isn’t your problem.

Case mechanics are.

If your rebooking rate is weak, don’t start with spreadsheets.

Start with this:

What actually happened in the first appointment?
What actually happened in the second?

Session one creates hope.
Session two proves it’s worth the money.

If appointment two is fluffy, vague, or overloaded with variety, patients quietly disengage.

Early appointment fluff = early patient discharges.

This isn’t about marketing.
It’s about clarity, conviction and building belief fast.

I wrote a proper breakdown here:

If your physio rebooking rate is poor, the leak often isn’t at discharge — it’s early. Specifically, appointment two is where patients decide whether this is worth their money. This article breaks down why rebooking collapses after the second appointment, what therapists accidentally do to los...

09/02/2026

This week we saw some great discussions online about PVA.

However, one thing that always stands out to me is this - if you're looking at someone's PVA - chances are you already know it's a problem.

White space in the diary is the tell, before you even go and look at stats.

And if that's the case, then this video blog will help you with the next conversation you have to have.

Patient Visit Average (PVA) is often treated as a proxy for clinician competence and clinical quality. In reality, it mostly measures retention and is heavily distorted by tenure, case mix, and skewed episode distributions. This article explains why PVA is a poor metric for comparing clinicians, why...

03/02/2026

Early in care, patients don’t want to hear
“this will take a long time” without substance.

They come to the first session hoping:
This person can help me. This can move forward.

What builds engagement and retention is a clear plan to improve things quickly — even if that win is small.

Acute pain → less pain.
Confusion → clarity.
Uncertainty → direction.

Confidence comes before commitment.

Comment "retention" for full video.

02/02/2026

New grads: this matters more than you think.

Patient adherence isn’t built at the end of the consult.
It’s built the whole way through.

• Walk patients in and out
• Maintain eye contact
• Listen properly
• Reinforce key messages as you go

Don’t save everything for a 10-minute monologue at the end.
And don’t over-intellectualise the plan.

Your job is simple:
Make the person in front of you feel confident that you know what’s going on — and confident enough to follow your lead into the next session.

Full video available at https://www.cultureofone.com.au/insights/patient-retention-why-patients-dont-come-back

30/01/2026

I've worked alongside a lot of health professionals over the years — mentored many and now worked closely with a select few business owners.

And when it comes to patient retention - the patterns don't change.

Whether you're in the next room, or sitting on a zoom call.

The reasons patient's don't come back.

Are almost always non-clinical.

In this short video I break down the exact things that go wrong and what you and your team should do instead.

Take a look here:

Many clinicians struggle with patient retention despite working hard and delivering good care. Patients don’t leave because the treatment was bad — they leave because trust wasn’t established early enough. This article breaks down why patients don’t come back after the first appointment, how...

30/01/2026

You have to change their pain in your first session.

It doesn't matter how good your explanations are.

If the patient can't see or feel a difference OR they don't feel confident that you can alleviate their symptoms.

The chances of them coming back for a second session are very slim.

Watch the full video at cultureofone.com.au

22/01/2026

If a profession requires a 4–6 year degree but struggles to out-earn retail, the outcome isn’t mysterious.

People leave.👇👇👇👇👇👇👇

That’s exactly what we’re seeing with early-career physios — and pay is consistently the number one reason.

This isn’t about motivation or resilience.
It’s a labour-market signal.

Full analysis here:
👉 https://www.cultureofone.com.au/insights/new-grad-physiotherapy-wages

21/01/2026

The clinics most affected by wage changes are usually the ones paying award only.

Low fees.
High volume.
Tight labour margins.

That’s not a wage problem — it’s a business model problem.

Raising wages doesn’t break good clinics.
It exposes fragile ones.

Full breakdown here:
👉 https://www.cultureofone.com.au/insights/new-grad-physiotherapy-wages

20/01/2026

There’s a lot of panic about proposed changes to new grad physio wages.

But here’s the thing most people are missing:
the market already moved.

By late 2025, most clinics were advertising new grad roles at $70–80k, with some sectors paying $85k+.

This isn’t a sudden shock.
It’s the award catching up to reality.

I’ve broken the numbers down properly here:
👉 https://www.cultureofone.com.au/insights/new-grad-physiotherapy-wages

16/01/2026

There’s a lot of panic right now about proposed changes to new grad physiotherapy wages.

Most of the discussion sounds like this:
• clinics won’t survive
• costs will explode
• jobs will disappear

I think that framing misses the real issue.

Market rates for new grads have already moved.
Most clinics are advertising well above the award.

The proposed changes don’t create a new problem — they expose one that’s been sitting there for years.

If a profession that requires a 4–6 year degree struggles to out-earn retail, the outcome isn’t mysterious.
People leave.

That’s exactly what the data shows.

I’ve written a short piece breaking down:
– market pay vs award rates
– who this actually affects
– and why this is a business model problem, not a wage problem

Read it here:
👉 https://www.cultureofone.com.au/insights/new-grad-physiotherapy-wages

This isn’t about blaming individual clinics.
It’s about being honest about what keeps people in the profession — and what doesn’t.

New graduate physiotherapy wages are back in the spotlight, with concerns about affordability, viability, and industry disruption. This article breaks down the actual numbers, compares market rates vs award rates, and explains why lifting base wages isn’t the problem many claim it is. The real iss...

12/01/2026

Staying On Your Path In 2026

I spent this morning figuring through my own business goals after a nice 3 week break.

It's surprisingly easy to do, with clarity.

Clarity as to what impact I want to have.

And clarity around what life I'd like to lead.

This clarity often comes only after a fair bit of pain.

The pain of trying too hard, and also not hard enough.

Figuring out the optimal, the sustainable zone.

And then committing to it.

What's sustainable in 2026 is different to what was the year prior.

We all have challenges — kids, family, staff (...landlords!).

They are always hovering, quietly pulling at the wheel.

Trying to steer you off course.

The challenge for 2026 is simply staying on the path.

I'm not a big fan of rigid goals necessarily, but I do think at least once per year, find some time for clarity.

Set aside some time when you're back, before you get wrapped up in everything else.

11/11/2025

💰 Are you paying your practitioners too much… or too little?

Most clinic owners have no idea what their team actually costs — or what each practitioner truly earns for the business.

They just look at wages, revenue, and gut feel.
But that’s not how sustainable clinics are built.

In my next live webinar — The Truth About Practitioner Wages: What You Should Be Paying — I’ll break down exactly how to measure practitioner costs vs revenue generated.

👉 You’ll see how to:
✅ Calculate true practitioner profitability
✅ Model wages against billings using a live spreadsheet
✅ Spot when your team’s “busyness” is masking low margins
✅ Set up pay structures that actually work long-term

It’s part myth-busting, part spreadsheet therapy — and it could change how you see your business forever.

🗓 Tuesday, November 25th
⏰ 12:30PM AEDT
🎟 Free for clinic owners and team leaders

👉 Register now and get the live spreadsheet template on the day:
🔗

Why you're paying too much and what you can do about it.