Scaling a Mental Health Practice with Odyssey & Leo

Challenge

A fast-growing mental health practice was facing operational bottlenecks as they expanded their telehealth services. Their existing model of onboarding and managing practitioners was fragmented. They were also hitting a wall with their strategy: both patients and practitioners noticed that rapport-building over phone or Zoom was slower and lacked the warmth of initial face-to-face sessions. Feedback confirmed this was limiting long-term engagement and reducing the effectiveness of care delivery.

Solution

Odyssey & Leo conducted deep market research and worked with the client to restructure their service delivery model. During our analysis, we identified a local brick-and-mortar practice with strong community roots. Through in-depth and intensive negotiation with the existing owners, we facilitated a merger that allowed our client to take ownership of both businesses.

Phase two was to create a six-month integration strategy that would organically unify the two practices. This included:

• Gradually infusing the cultures and operational systems of both businesses.

• Retiring the old practice name over time and transitioning to the client’s brand.

• Designing a phased communication plan to educate patients, maintain trust, and safeguard loyalty during the transition.

In parallel, we improved practitioner onboarding and designed new patient engagement processes that made digital consultations more personable and effective.

Results

The strategy reduced drop-off rates, improved rapport in early sessions, and created smoother practitioner onboarding. Patients reported greater satisfaction and continuity of care, while practitioners found the new approach easier to sustain. The merger added a new physical footprint, strengthening brand visibility and credibility in the community.

Ripple Effect

This successful model helped secure another client aiming for global outreach while maintaining a local feel. By tailoring their services to be price-sensitive in each region and employing psychologists and psychiatrists fluent in local languages and cultural contexts, the practice expanded internationally. Today, they operate across the UK, Europe, the Middle East, South Asia, East Asia, China, and Australia.

About Odyssey & Leo

At Odyssey & Leo, our strength lies in listening closely to client concerns and identifying even the smallest pain points. Our core value is turning those details into strategies that drive meaningful, measurable change. By combining sharp negotiation, thoughtful integration, and empathetic communication, we build solutions that not only resolve immediate challenges but also unlock long-term growth and impact.