How to Elevate Your Culture

It all started with our mid-year party in 2019.

I was excited for our first group event—great venue, free dinner and drinks, and a chance to connect with our sister clinic.

But the gift I got that night?

None of my admin team showed up.

It was embarrassing, considering we only had 1 other clinician...

I laughed it off at the time, pretending it wasn’t a big deal.

But the next week, things came to a head.

“Do you think there’s a cultural issue here?”

As it turns out, there was...

A few unhappy staff members had spoiled the bunch, and I had missed every red flag along the way.

What followed over the next two weeks was carnage.

We had to resort to anonymous feedback.

The Wake-Up Call

The feedback came in and it hit me hard: I hadn’t been listening.

I was so focused on running the clinic the way I thought it needed to be that I missed what my team was trying to tell me.

None of our admin were really on board, and it was showing.

At one point, we had five admin staff rotating through shifts just to keep the place running—and still, there were gaps we couldn’t fill.

The feedback process was painful, but it was also the turning point.

It forced me to stop, listen, and rebuild trust with my team.

Anonymous Feedback Changed Everything

I realised something simple but powerful: You don't know, what you don't know.

Often, the truth lies in how your people feel—and sometimes, the only way to uncover that is through anonymous feedback.

It gives your staff the space to be honest without fear of consequence.

And once you really start listening, everything changes.

If you’ve ever felt like your staff are disengaged, frustrated, or just going through the motions, it might be time to ask for some honest feedback.

PS. If you'd like a copy of a framework for 360 degree feedback, simply comment 'feedback' on this post.

Create Diverse Physio Practices

Shane Guna

Physio Business Coach | Founder Gun Physio Academy