E#38 | Jonathan & Rachna: The Secret To A Five-Star Clinic | The Business of a Clinic

In this episode of The Business of a Clinic, Jared speaks with Rachna Murthy and Jonathan Roos, two consultant ophthalmologists and oculoplastic surgeons building a highly personal, international private practice across London, Jersey, and soon Bermuda and the Cayman Islands. Rachna and Jonathan discuss what it means to put the patient first while still building a sustainable business, why surgeons need confidence but must also keep ego in check, and how working as a two-surgeon team has allowed them to improve speed, safety, decision-making, and patient outcomes. The conversation explores five-star medicine, patient obsession, trust, WhatsApp access, holistic care, aesthetics, wellness, longevity, AI, and the future of private healthcare. They also discuss why medicine is a “feeling business,” why patients remember how they were treated as much as what was done, and why the future of AI in healthcare should enhance the human relationship rather than replace it. They also reflect on entrepreneurship: leaving the NHS, starting with very little capital, building a word-of-mouth practice, acquiring a clinic in Jersey, hiring around values, scaling internationally, and learning that a successful clinic requires not just medical excellence, but vision, team, process, self-care, and operational discipline. Chapters 0:00 Introduction 1:00 Rachna’s background in ophthalmology and oculoplastic surgery 2:00 Jonathan’s background, Cambridge, Harvard, Jersey, and Harley Street 3:00 Why business matters in medicine 4:00 Sharing profits, teamwork, and putting the patient first 5:00 Building a profitable practice without focusing on profit 6:00 Why two surgeons operate together 7:00 Ego, confidence, and surgical improvement 8:00 Small improvements compounded over five years 8:45 Patient obsession and five-star medicine 9:45 Treating patients like friends and family 10:40 Why “high net worth” is the wrong lens 11:30 The human side of medicine 12:00 Three-way WhatsApp groups and direct access 13:00 Leading with love in private practice 14:00 Trust, referrals, and calming nervous patients 15:00 Long-term patient relationships 16:00 Five-star service beyond the consultation 17:00 Building the right team around the patient 18:00 Body dysmorphia, expectations, and knowing when not to operate 19:00 Processes, questionnaires, patient information, and preparation 20:00 Human care, efficiency, and AI 21:00 Empathy, robots, and whether doctors can be replaced 22:00 Wellness, longevity, wearables, and medical credibility 23:00 AI hallucinations and why doctors must question everything 24:00 Critical thinking in the age of AI 25:00 Aesthetics, identity, and quality of life 26:00 Doing things differently in medicine 27:00 The “lunchtime tweak” and industry reaction 28:00 Bruising, recovery, and challenging assumptions 29:00 Learning from others instead of dismissing innovation 30:00 Why innovation is always controversial 31:00 Two-surgeon care and the male-female perspective 32:00 Holistic care, supplements, gut health, and skin health 33:00 The microbiome, inflammation, and preventative health 34:00 Combining innovation with respect for what came before 35:00 The future of the practice 36:00 Legacy, international growth, and working across countries 37:00 What will not change in medicine 38:00 Why medicine will always be a feeling business 39:00 Communication, Coherent, and human outreach 40:00 Keeping the human in the loop with AI 41:00 Becoming clinician entrepreneurs 42:00 Starting without a website or capital 43:00 Hiring, values, and learning to let people go 44:00 Mission, vision, values, and staying on path 45:00 Seizing opportunities and expanding internationally 46:00 Time, outsourcing, and working harder as an entrepreneur 47:00 Self-care, health, and sustaining the business 48:00 Jersey, the Channel Islands, and international practice 49:00 The history of Jersey and the British Isles 50:00 Bermuda, Cayman, diving, and future growth 52:00 Closing thoughts The Business of a Clinic explores how private healthcare clinics can grow by improving patient relationships, patient engagement, clinic operations, retention, follow-up, commercial systems, and the overall patient experience.