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Scaling an ophthalmology clinic sounds like a simple win until you feel the friction: longer waits, stressed teams, inconsistent service between sites, and leaders stretched across too many decisions. Dr Andrew Greenland sits down with Ed Yee, General Manager at Fraser Valley Cataract and Laser in British Columbia, to get specific about what breaks as a multi-location, patient-facing healthcare organisation grows and what you can build to prevent it. 

We talk candidly about the business model behind sustainable eye care, including why publicly funded services often cannot cover the full cost of running a high-quality operation, and how private-pay options like premium cataract lenses and refractive vision correction can support both access and patient choice. Ed shares what it means to manage four sites with nearly 60 employees, where the biggest operational bottleneck lives, and why patient flow and wait times are not just a scheduling issue but a culture and staffing issue too. 

You will also hear practical approaches to protecting patient experience at scale: using Google reviews as feedback, investing in customer service training, bringing in external audits, and creating leadership routines that turn problems into process improvements. We dig into the metrics that matter, including conversion rates, cost per lead, booking rates, turnover, and forward-looking referral and capacity signals. Finally, we explore shifting patient expectations around online information and online booking, plus how AI already speeds up marketing and hiring documentation even before it touches clinical care. 

If you are building a healthcare organisation, running a multi-site clinic, or trying to grow without losing what made your service trusted, subscribe, share this with a colleague, and leave a review. What is the one operational bottleneck you would fix first?

Guest Biography

Ed Yee is General Manager of Fraser Valley Cataract and Laser, where he oversees business operations on behalf of the ownership group across a multi-site ophthalmology organisation in British Columbia.

After beginning his career in consumer packaged goods and cosmetics, Ed moved into senior executive roles in healthcare before joining Fraser Valley Cataract and Laser. His responsibilities span clinical operations, marketing, physician relations, HR, business development, and increasingly the strategic work required to support the organisation's next phase of growth.

With four sites and almost 60 employees discussed during the episode, Ed is focused on building the processes, leadership structures, culture and patient experience required to successfully transition from a smaller operator into a larger and more complex healthcare organisation.

Contact Details

• Website:https://fvcl.ca
• LinkedIn: https://www.linkedin.com/in/edyee1/

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About the podcast

Voices in Health and Wellness features conversations at the intersection of medicine, lifestyle, and human potential, with clinicians, scientists, and thinkers shaping the future of care.

About Dr Andrew Greenland

UK-based medical doctor and founder of Greenland Medical, specialising in Integrative and Functional Medicine. Trained in both conventional and root-cause approaches, Andrew helps people optimise health, performance, and longevity, with a focus on cognitive resilience and healthy ageing.