Pearls of Wisdom - Interview series with Industry Experts (Issue 3)

Creating an Elite Dental Practice

Interview with Dr Gerald Tan, Founder & CEO of Elite Dental

Welcome to Issue 3 and the final issue of our "Pearls of Wisdom" series, where we delve into the experiences and insights of Dr. Gerald, a dentist with 21 years of experience and the owner of Elite Dental. 

Since starting Elite Dental a decade ago, Dr. Gerald has navigated the complexities of the dental industry, turning his clinic into a beacon of excellence. More than just a dentist, Dr Gerald is also well-versed in business strategy, having attended the prestigious Harvard Business School General Management Programme and making him the first dentist in Singapore to have done so. 

In this interview, he shares his journey, the keys to his success, and his thoughts on the future of dentistry.

What were some challenges you initially faced when starting Elite Dental?

Dr Gerald: Upon starting Elite Dental, I quickly found that my dental education had not prepared me for the business side of running a clinic. Data analytics, entrepreneurship, and leadership which are all core aspects of running a business were simply not taught during my time studying dentistry. I was really interested in learning more about these areas as I felt that it could bring value to Elite Dental, thus I decided to embark on the Harvard Business School General management programme.

Another key challenge was figuring out how to make Elite Dental stand out amongst the sea of dental clinics in Singapore. The dental landscape is extremely competitive. There is a lot of service overlap amongst the dental clinics and the way each clinic presents itself is almost ubiquitous. They all tout the experience of their doctors, the cleanliness of their clinic, and their advanced technology that it can be hard to differentiate one clinic from another. 

In such a competitive business landscape, how does Elite Dental differentiate itself?

Dr Gerald: Elite Dental prides itself on being the first to the table when it comes to embracing new technology or unique services. I think something that definitely sets us apart would be that we are the first to have our staff be specially trained to treat patients with severe dental anxiety. All the clinic’s systems and protocols are designed to address the specific needs of these patients. 

I place a heavy emphasis on the importance of soft skills in dentistry, and ensure my team is trained to handle the emotional and financial concerns of their patients, as well as any dental-related issues or childhood traumas. I believe a great dentist not only fixes teeth, but also understands human emotions and can sympathise with patients with these anxieties, and we develop these soft skills through targeted training.

As the first dentist in Singapore to take the Harvard Business School General management programme, could you share more about what you learnt and how it has helped you?

Dr Gerald: I was extremely privileged to have the opportunity to attend this programme which was the equivalent of an executive MBA offered by other prestigious institutions and it was truly an invaluable experience. It provided the much needed technical knowledge of how to run a business and taught me to think more strategically, looking at the business from many different viewpoints and lenses. This program also allowed me to tap into a powerful alumni network within Harvard composed of influential figures across all industries. 

How do you think Medtrik has impacted Elite Dental?

Dr Gerald: I think Medtrik has been invaluable in assisting with the the decision-making process. When I first onboarded Medtrik, I was looking for a way to make sense of the large amount of data we have and see what insights we can glean from it. While intuition and good business sense is valuable, supplementing it with data-driven insights minimises costly mistakes and Medtrik helps with that with the various data analytic tools available. Medtrik also amalgamates feedback from multiple clinics, and the core modules are instrumental in my daily operations.

The Role of AI in Dentistry

Dr Gerald: I believe we are in the midst of the the fourth industrial revolution, and AI will play a crucial role in data analytics and clinical practice in the years to come. AI's potential to save man-hours, maintain accuracy, and offer consultative advice is extremely valuable. I think AI will soon become integral to dental practices, and will play a huge role in data analytics and clinical processes. While I firmly believe in the importance of AI and am 100% for its implementation in the dental industry, I do not think it will ever fully replace the human elements of intuition and emotional understanding, making us still vital to dental operations.

Conclusion

Dr. Gerald's journey with Elite Dental highlights the importance of specialisation, strategic thinking, and embracing technological advancements. His insights on data-driven decision-making, the role of AI, and the significance of soft skills provide valuable lessons for anyone looking to succeed in the dental industry. As Elite Dental continues to grow, Dr. Gerald remains committed to providing exceptional care and leveraging innovative solutions to enhance patient experiences.