Alana was once gifted a “chaos coordinator” badge at her Clinic

She wore it. At the time, it felt like recognition. Looking back, she sees it differently.

Because in General Practice, there is a culture of badges and mugs and shared trauma. The shit show supervisor. The captain of chaos. An identity built around how many fires you put out each day.

That identity feels like belonging. But it can also become the trap that keeps Owners, Practice Managers, and teams stuck below the line.

For Owners, this episode is a reminder that a Practice cannot scale if its leadership identity is built around rescuing, reacting, and absorbing every problem.

In this episode, Todd sits down with Alana Flohr — 13 years in General Practice, former Practice Manager of a large Tweed Coast Clinic — to name the three behaviours that keep owners and PMs stuck in the drama, and the above-the-line alternatives that change everything.

What you’ll get from this episode:

• The three “below the line” roles — victim, hero, and villain — and how each shows up inside a real Practice
• Why the hero role is often the most seductive trap for Practice Managers and Owners
• Alana’s honest reflection on owning her own hero behaviour, including the chaos coordinator badge she once accepted
• How to coach your team through difficult conversations, even while you’re still learning to have them yourself
• The “shut the door” system Alana used to protect one hour each afternoon for above-the-line thinking and improvement work
  
• Todd’s recommended action for this week: share the episode with your PM, create a shared language, and agree to call it out when you see it