Pearls of Wisdom - Interview series with Industry Experts (Issue 2)

Behind the Scenes of DP Dental

Interview with Teo Huan Song, Head of People & Innovation at DP Dental 

Welcome to Issue 2 of our "Pearls of Wisdom" series, where we continue our exploration into the minds of industry leaders. 

In this instalment, we delve into the world of DP Dental with Teo Huan Song, the Head of People and Innovation. Known for its specialisation in non-extraction treatments and its leadership in adopting advanced technology, DP Dental thrives under the guidance of passionate and dedicated individuals like Huan Song. According to him, the people at DP Dental are the clinic’s greatest asset and the driving force behind its success.

We were eager to learn more and asked him a series of questions to shed more light on dental operations in Singapore and the role Medtrik plays.

What are some challenges that you face regarding daily operations?

Huan Song: Data management can be a particularly daunting task, as extracting and compiling relevant information from various sources is both time-consuming and labour-intensive. The process often involves sifting through large volumes of data, requiring meticulous attention to detail and substantial manual effort. Once this data is gathered, transforming it into actionable insights presents its own set of complexities. This task demands not only analytical skills but also a deep understanding of the nuances within the data to derive meaningful and practical conclusions.

Balancing the business aspects of running a dental clinic while nurturing my team adds another layer of difficulty. Managing financial operations, strategising for growth, and ensuring patient satisfaction must be carefully balanced with fostering a positive work environment. 

How do you think Medtrik has brought value to DP dental?

Huan Song: Medtrik offers a range of features that we regularly use to make informed decisions and gain a deeper understanding of our business. It also provides an unparalleled level of convenience. Collecting operational data such as revenue and patient segments is a tedious chore, and analysing the data is time-consuming. With Medtrik, we can skip the manual data collection and analysis. This is especially useful for myself and the upper management, who are busy running other aspects of the business. Medtrik allows us to quickly access reports, garner information and spend our precious time on using the insights provided to discuss next steps and actionables that would directly benefit our business instead of hassling over the data and deriving reports.

Additionally, the level of customisation Medtrik offers is extremely impressive. Medtrik has a very comprehensive set of features which meets the needs of DP Dental. If there are new requirements, the Medtrik team is very responsive in developing and rolling out new features. This helps us get more granular details to analyse efficiency, a level of customisation that other data analytics platforms lack.

What is your favourite feature on Medtrik?

Huan Song: One standout feature is the patient segmentation and heat map. This tool provides a visual representation of our most valuable clients and shows how our patients are distributed across Singapore. It was particularly useful when we were considering moving from our old office in Kovan to our current locations in Katong and Orchard. The heat map allowed us to see the proportion of our patients in various areas, helping us estimate the impact on revenue and overall business. We were also able to identify patients who might be geographically impacted by the move, allowing us to reach out to them, inform them of the shift, and get their continued support at DP Dental.

What advice would you provide for those looking to grow their dental clinics?

Huan Song: Success in one clinic does not guarantee success in another. To navigate the challenges of growth and achieve long-term success in a highly competitive market, it is important to be mindful of these principles: establishing a niche focus, managing manpower and cost constraints, and doubling down on the clinic’s strengths.

It is important to establish a specific niche to stand out in a highly competitive market. Whether targeting different customer segments or specialising in certain treatment types, having a distinct focus can significantly differentiate a clinic from its competitors. Clinics can tailor their services and marketing efforts to meet the unique needs of their chosen demographic, thereby creating a strong market presence and fostering customer loyalty.

Another crucial aspect is the significant manpower and financial investments required to open and maintain a clinic. Clinic owners should be mindful of these investments, as underestimating the costs and the necessary human resources can lead to operational challenges. Additionally, the importance of investing in skilled personnel who are not only proficient in their technical roles but also aligned with the clinic’s values and goals are important to running a successful chain, or business in general. 

Focus on and double down on the clinic’s strengths. Instead of trying to expand too broadly and quickly, maintain a small, focused, and highly profitable operation. By concentrating on what the clinic does best, whether it’s exceptional patient care, advanced dental procedures, or outstanding customer service, clinics can optimise their operations and deliver high-quality services consistently. 

Conclusion

Overall, Teo Huan Song’s insights underscore the importance of innovative practices, effective data utilisation, and a passionate team in the success of a dental clinic. Medtrik has played a pivotal role in supporting DP Dental’s operations, providing valuable data-driven insights and enhancing overall efficiency. As the dental industry evolves, embracing technology and maintaining a patient-centric approach will be crucial for sustained success.

Stay tuned for Issue 3 of our "Pearls of Wisdom" series, where we will continue to explore industry challenges and areas for improvement with more expert insights.