Five Years of Custom Care Rehab: Lessons in Growth, Grit, and Grace
When I started Custom Care Rehab in the middle of the COVID-19 pandemic, I had no idea what kind of journey I was stepping into. At the time, my vestibular patients—those dealing with debilitating dizziness—were considered “non-essential” and were cut off from care. That didn’t sit right with me. Dizziness is invisible, but it’s incredibly disruptive, and the thought of people suffering without access to treatment pushed me to take a leap. I launched my concierge physical therapy company with one clear mission: bring high-quality care directly to the people who need it most.
What began as a one-woman operation soon became a movement. But building a business from the ground up hasn’t come without challenges. One of the biggest shifts I had to make early on was in redefining the traditional physical therapy model. Our healthcare system is largely built around reaction—wait until someone gets hurt or sick, and then treat them. I believed in a different model: proactive, preventive care designed to keep people moving, strong, and healthy before injury or illness sets in.
Convincing others of that vision was not always easy. Many clients were understandably conditioned to use their insurance for physical therapy services. The idea of investing out-of-pocket in wellness-based care required ongoing education about the benefits—convenience, personalization, and the power of prevention. At the same time, I was hiring and growing a team. I knew I needed therapists who didn’t just want a job, but who truly believed in this mission of forward-thinking, whole-person wellness. Over the past five years, I’ve been fortunate to find those people. Today, our team of six therapists brings a diverse set of specialties to the table, but we all share a common commitment: to treat clients as whole humans and prevent health issues before they arise.
As a business owner, I’ve also had to navigate challenges that have nothing to do with clinical care. Human Resources isn’t something they teach in PT school, but it became very real, very fast. One of the most emotional chapters of this journey came when one of my therapists lost his wife to cancer. Supporting him through her illness and the months following her passing taught me what it means to lead with compassion. We adjusted schedules, communicated with patients, and gave him the space he needed to care for her in her final days. It was heartbreaking and beautiful, and I’ll never forget how our team and clients came together in understanding and support. It reminded me that leadership is about people first, always.
At the same time, we’ve had to manage the not-so-human side of healthcare—dwindling Medicare reimbursements, shrinking insurance margins, and the financial pressure that comes with running a hands-on care business. To stay afloat and continue offering exceptional services, we had to get creative. That meant developing concierge packages, launching virtual coaching, expanding into digital programs, and publishing resources like The McMillin Method: How to Treat Chronic Dizziness. Every new offering was designed with our clients’ long-term health and convenience in mind.
Personally, the last five years have stretched me in ways I never expected. I’ve been the therapist, the marketer, the HR manager, the mother, the wife, the entrepreneur. There have been late nights, hard decisions, and moments of doubt. But there have also been moments of pure pride—watching my team thrive, hearing from patients who finally feel seen and supported, and realizing that what we’re building is bigger than just a business.
In 2025, we took a major step forward by launching the StrongHer Women’s Health Division—a line of programs specifically designed for busy women navigating preventable conditions like osteoporosis, deteriorating balance, musculoskeletal decline, and body confidence. The goal was simple: make healthcare easy, accessible, and empowering for women who are often the glue of their families and communities. Inspired by the loss of the matriarchs in my own family, I wanted to make sure other women had the support they needed to live long, vibrant lives and pass down traditions that matter.
Today, Custom Care Rehab stands on a foundation of empathy, education, and evidence-based care. We’re not just treating conditions—we’re helping people stay strong, steady, and confident at every stage of life. And while we’ve come a long way, I know this is just the beginning. My mission is still the same: to help people—especially women—thrive, not just survive.
