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

When Insurance Fails: A Real-World GMC Case and the Risks of Working Outside Your CompetenceIn this episode of Confidence to Thrive, Owlicity directors Christopher Cloke Browne and Roger Houston discuss a real case showing how quickly things unravel when medical insurance and scope of practice are misaligned. This case involved an individuals who was asked to administer a treatment remotely supervised via video by another doctor, despite stating she was not competent.Something went wrong and the patient complained to the clinic, resulting in the clinic reporting the incidence to the CQC, who then referred the doctor to the GMC via a third-party complaint. The insurers repudiated cover for both negligence and GMC disciplinary costs because the procedure was outside her declared sphere, leaving the individual to face potentially being struck off and personally covering legal costs and a potential negligence claim. In the episode, Christopher and Roger discuss how this could have been avoided and what medical practitioners need to do to ensure they are covered. Episode timestamps:00:45 Overview of the case01:54 The treatment03:12 The patient complaint05:55 Insurance repudiation08:36 Lack of phone support 10:51 Clinic liability questions12:48 CQC reporting explained15:10 How this could have been avoided17:08 Other insurance piitfalls23:45 Being proactive around insuranceWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

AI in Private Healthcare: Opportunities, Liability, Insurance and Data Protection RisksIn this episode of Confidence to Thrive, Owlicity director Christopher Cloke-Browne discusses how AI is reshaping private healthcare and the risks practitioners may overlook. Christopher outlines growth opportunities including AI-driven note-taking, diagnostic support, and treatment planning (including patient-specific cancer applications), framing AI primarily as a productivity tool. He explains that in clinical professional services, liability cannot be delegated: the treating professional remains responsible for judgments and records, and AI cannot currently be treated like a defendant under negligence tests such as Bolam. Christopher also highlights major data protection concerns under GDPR, including where consultation data is processed, stored, and which jurisdiction applies, illustrated by a case involving voice-stress software and server location.Episode time stamps00:45 AI opportunities in private healthcare practices04:23 Using AI for note taking and diagnostics05:34 Liability and insurability of AI09:13 AI as a support tool11:07 Data protection issues around AI15:46 Real world AI risk stories19:06 The reality of the insurance market's view on AI21:08 AI in aesthetics businesses - good or bad?24:05 Practical steps for healthcare practitioners and businessesWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

Mental Health Practice Regulation: ADHD Prescribing, Repeat Prescriptions and Reducing Claims RiskIn this episode of Confidence to Thrive, Owlicity director Christopher Cloke-Browne talks about navigating regulation and risk when building and growing a private mental health practice. Christopher explains that the private sector, including functional medicine, has led mental health provision while the NHS has been under capacity, creating fewer consistent standards to draw on in a deeply individualistic and higher-risk area. He also notes the rapid rise in ADHD diagnoses and medication, the shift toward online diagnosis, and the tightrope of selecting and monitoring medication given side effects and repeat-prescription risks. Christopher warns of ethical and regulatory exposure where financial incentives drive prescribing, highlights the likelihood of future claims or class actions around misdiagnosis/overmedication, and stresses rigorous documentation, clear criteria, regular review, and swift complaints handling, alongside considering non-medication options such as lifestyle and social prescribing.Episode time stamps00:41 The growth of mental health services in the private sector02:23 The gaps in regulation standards03:55 The ADHD prescribing debate05:39 Ethics and financial incentives07:32 The question of  repeat prescription reviews09:29 The risk of class action - and defence15:38 Neurodiversity and Spotify 19:36 The importance of keeping up with policy 22:01 Key takeawaysWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

Off-label prescribing in functional medicine: indemnity, informed consent and defensibilityIn this episode of Confidence to Thrive, Owlicity directors Christopher Cloke-Browne and Roger Houston discuss off-label prescribing and how functional medicine practitioners can protect themselves. They define off-label use as prescribing outside British National Formulary licensed indications or doses, and explain how standard indemnity policies often exclude such use, leaving practitioners uninsured and unprotected.They discuss the significance of Owlicity’s functional medicine indemnity with explicit off-label cover, the growing underwriting focus on detailed disclosure and “statement of facts,” and the need for contract certainty. Their discussion also covers the need to build defensible practice through evidence, enhanced monitoring, and transparent informed consent - particularly important with emerging, unregulated treatments like peptides - as well as the added regulatory risk from GMC scrutiny and third-party complaints from other clinicians.Episode time stamps00:45 What is off-label prescribing?02:25 The pitfalls of generic insurance 06:19 Evidence and innovation08:50 The reality of underwriting 10:15 Why peptides offer a unique challenge12:55 The importance of informed consent and disclosure15:24 GMC complaint risks17:04 Thyroid case study24:04 A practical checklist for practitionersWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

The Biggest Mistakes Healthcare Practitioners Make When Handling a Complaint or ClaimOn 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 8090Follow us on social mediaLinkedInInstagramYouTube

Episode 7 - Improving outcomes from difficult intravenous access through innovation - interview with Airglove Medical Ltd CEO Jason RamWhat 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 timestamps00:59 Introduction to Airglove Medical CEO Jason Ram01:23 Jason reveals his vascular access journey03:00 Jason discusses the origins of Airglove 03:39 Why Airglove is now on a version two upgrade and what that means for patient outcomes05:28 Why there is an oncology-first focus07:48 Assessing the impact on patient safety 10:03 How Airglove is working within NHS and private healthcare to deliver results10:16 Jason outlines Airglove’s ambitious growth plans 13:43 Why Jason believes simplicity is the path to equity in healthcareDiscover more about Airglove Medical Ltd and connect with Jason on the links below:Airglove Medical LtdLinkedIn - Jason RamLinkedIn - Airglove Medical LtdWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

Aesthetics, Regulation and Insurance: Managing Complaints, Consent and CoverIn 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 stamps00:44 The evolution of the aesthetics sector in healthcare02:20 From anti-ageing to functional medicine06:09 The impact of social media and new demographics06:42 Regulation risks, complaints and claims08:43 Informed consent and client screening10:02 Getting the right insurance cover11:29 New treatments and emerging risks13:56 Fair presentation of risk15:43 How to learn moreWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

Functional Medicine’s Regulatory Grey Areas: Managing Risk, Claims, and Insurance CoverIn 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 timestamps00:00 Podcast Introduction00:47 Functional Medicine Explained03:52 Regulatory Grey Areas05:48 Practice Models and Pitfalls07:46 CQC and Scope Boundaries10:20 Managing Patient Expectations14:05 Insurance and Disclosure16:04 Peptides and Hidden Risks20:23 Non Doctor Legal Exposure23:03 Protect Yourself NowWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

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 timestamps00:52 What Is a GMC Complaint02:12 How Complaints Begin04:16 First Response Strategy08:07 When Timelines Accelerate09:54 Interim and Full Tribunals11:32 Who Sits on Panels13:07 Preparing for Misunderstanding14:54 Strike Off Risk and Duration16:46 Evidence and Expert Support19:41 Indemnity and Regulatory Cover21:43 Key Takeaways and Next Steps23:01 Closing and Sponsor MessageWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

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 timestamps00:00 Podcast Introduction00:48 One Complaint Away01:00 Legal Fees Explosion02:56 Who Is At Risk04:19 Preventing Escalation06:55 Insurance Versus Reality07:25 Human First Resolution10:27 Front Load The Defence12:51 Why Claims Get Settled14:59 Innovation Creates Grey Areas17:59 Peptides And Supplements Risk19:32 Business Models Shift Liability21:16 Check Your Cover Now23:30 Off Licence Prescribing25:18 Expanding Services Safely27:52 Wrap Up And Next Steps28:15 Outro And SponsorWho 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 8090Follow us on social mediaLinkedInInstagramYouTube

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. Highlights00:00 Meet the Team00:30 How It Started01:10 Why Advisors Not Brokers02:01 Roger on Claims03:03 Aesthetics Risk Reality03:32 Why Chris Loves It04:29 Marketing Advice05:19 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 8090Follow us on social mediaLinkedInInstagramYouTube

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 Podcast00:50 Why Complaints Hold You Back02:17 Unprepared and Undertrained04:10 Dissatisfaction Not Negligence06:10 Business and Reputation Risks08:19 Your Best Defence Records10:06 When to Settle or Stand Firm11:58 Handling Social Media Pressure13:04 Expert Support in Action15:28 Systems and Staff Escalation16:55 How to Get Help18:40 Wrap Up and SubscribeEnjoyed 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 8090Follow us on social mediaLinkedInInstagramYouTube

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 8090Follow us on social mediaLinkedInInstagramYouTube