FTCA Podcast #111 - Chris Chippendale - Patient Experience Masterclass

Darcy Sullivan is the owner of Propel Marketing & Design and host of The Clinic Marketing Podcast. She and her team help healthcare clinics improve their visibility in Google Search, Google Maps, and AI-powered search, while also providing professional website design and strategic website content that converts visitors into patients. For more than a decade, Propel has helped chiropractors, physical therapists, acupuncturists, and other clinic owners grow through local SEO, Google Business Profile optimization, and websites built to attract more qualified patients. She joins Bobby Maybee DC of Forward Thinking Chiropractic and Chiropractic Success Academy for an SEO showdown!

In this episode, Dr. Bobby Maybee sits down with marketing consultant, StoryBrand Certified Guide, and fractional CMO Sean Garner to discuss how chiropractors and other healthcare business owners can simplify their marketing and attract the right patients. Sean outlines a practical three-step framework — Build, Fill, Optimize — that helps business owners focus on the right priorities in the right order. Rather than chasing the latest marketing tactic, Sean argues that most clinics should first establish clear messaging, a conversion-focused website, strong local visibility, and systems for lead nurturing and tracking before investing heavily in advertising. Whether you're struggling with marketing overwhelm or simply looking for a clearer path forward, Sean offers a refreshingly practical approach to building a sustainable patient acquisition system. About Sean Garner Sean Garner is the Founder and CEO of Sean Garner Consulting, a StoryBrand Certified Guide, and a fractional Chief Marketing Officer who works with healthcare entrepreneurs and service-based businesses. His focus is helping organizations clarify their message, simplify their marketing, and create systems that generate measurable growth.

Dr. Kevin Christie is a chiropractor, speaker, entrepreneur, and educator known for helping evidence-informed chiropractors build stronger businesses without sacrificing clinical integrity. He is the founder of Modern Chiropractic Mastery, a coaching and business development company focused on marketing, systems, leadership, and sustainable practice growth for chiropractors. Through years of owning and scaling practices, leading mastermind groups, and educating chiropractors around the world, Kevin has become a respected voice in ethical business development, patient-centered growth, and operational excellence. His work consistently emphasizes that great clinical outcomes and strong business systems are not opposing ideas—they should work together. In this episode, Dr. Kevin Christie joins host Dr. Bobby Maybee for a practical conversation on how chiropractic clinics can prepare for what may be a tighter and more competitive business landscape heading into 2026.Kevin and Bobby discuss why simply being “good” is no longer enough—and why clinics need to become truly remarkable by pairing clinical excellence with a stronger patient experience. FTCA Podcast #113 - Dr. Kevin Christie - Patient Experience Mastery Bobby Maybee DC Download BE SURE TO JOIN US AT THRIVE 2027!Let’s take a moment to thank the partners that help make the Forward Thinking Chiropractic podcast possible.First up is Jane — one of the most user-friendly practice management platforms in healthcare. From scheduling and charting to payments and patient communication, Jane helps clinics run smoothly so you can spend more time focused on patient care and less time fighting your software.We’re also proud to partner with Altra Running — makers of footwear built around natural foot positioning, with their signature FootShape toe box and zero-drop options that many active patients and movement-focused providers have come to appreciate.A big thank you to ChiroUp — an evidence-based clinical platform that helps chiropractors improve diagnosis, documentation, exercise prescription, and patient education. It’s built for doctors who want to be both more efficient and better clinicians.Thanks as well to NCMIC — a company that has supported chiropractors for decades through malpractice insurance, business protection, and resources designed specifically for our profession.Shoutout to KMC University — helping chiropractors improve communication, documentation, compliance, and patient education systems so practices can operate at a higher level.And thank you to Portland Health Supply — providing affordable, tested clinical products and supplies for chiropractors who want dependable equipment without unnecessary markup.And finally, a quick mention of our own company, Chiropractic Success Academy — an online business education platform built specifically for chiropractors who want more clarity, better systems, and sustainable growth without gimmicks, guru nonsense, or high-pressure coaching models.

Dr Andrew Bruns of Portland Health Supply outlines the company’s growth from a chiropractor’s garage startup to an FDA‑compliant device supplier and explains shockwave therapy—how radial and focused waves differ, strong evidence for tendinopathies, and the multimodal mechanisms behind pain relief and tissue remodelling. He offers practical guidance on dosing, hands‑on technique, safety, training, device selection and business integration as a cash service, plus tips on maintenance and minimizing clinic downtime. The interview also covers legal/trademark lessons, sponsorship of the FTCA and how to contact Portland Health Supply for advice and support.

Patient Experience Masterclass — one‑day event in London on 20 June 2026 hosted by Chiropractors Chris Chippendale and Kevin Christie — offers evidence‑informed, clinic‑ready strategies to align ethical, patient‑centred care with a healthy, profitable practice; register via FTCA website or Forward Thinking Chiropractic Alliance Facebook group. Learn to reframe “sales” as patient‑centred conversations and reject fear‑based tactics. In this episode we experiment with discussing apply five‑layer Patient Experience model (clinical competence, trust/emotional safety, clear communication, operational ease, measurable progress → empowerment) and adopt practical steps—retesting, co‑management, measurable outcomes and active self‑management—to improve outcomes, trust and referrals.

A discussion of DD Palmer, the founding of chiropractic, and spiritualism in the late 1800's.

Beth Lachance, CEO of Global Medical Virtual Assistance (GMVA), outlines how HIPAA‑certified medical virtual assistants (MVAs)—mostly nurses or staff with medical/insurance experience—handle front‑office, clinical/back‑office and revenue‑cycle tasks. Recruited mainly from the Philippines and rigorously trained with immediate HIPAA compliance, MVAs integrate in real‑time with practices, reducing clinician burnout and boosting patient satisfaction.

Dr. Bobby Maybee returns to the FTCA podcast to introduce the Chiropractic Success Academy (CSA), aimed at early-career chiropractors seeking clarity in practice management. He announces the upcoming "Thrive" event in January 2027 in Atlanta, focusing on seven key principles of chiropractic success. Sharing his personal health journey with a germ cell tumor, he emphasizes the importance of trust in healthcare, highlighting that patient confidence is built on visible competence and effective communication. Dr. Maybee encourages chiropractors to refine their communication skills to enhance patient satisfaction and care experiences.

Dr. Bobby welcomes Dr. Naota Hashimoto to discuss his journey from aspiring dentist to chiropractor, sparked by a personal car accident. The conversation explores the authenticity of chiropractors' narratives, the slow acceptance of chiropractic care in the medical field, and the critical importance of patient retention. Dr. Hashimoto introduces TrackStat software for efficient practice management and emphasizes the need for chiropractors to develop marketing, sales, and communication skills to build trust and enhance patient engagement. He shares insights on business fundamentals and the potential for significant financial success through effective sales strategies.

Dr. Patrick Battaglia, Chiropractic Physician and Assistant VP of Community-Based Clinical Education at University of Western States, brings extensive experience in integrating chiropractic care into diverse healthcare settings, including community-health centers. He is a board-certified chiropractic physician with special training in chiropractic radiology and is dedicated to providing immersive clinical experiences for chiropractic students.