Key points:
- Rozita Talib-Shaw, CEO of Dentalpro Dental Specialist Centre in Kuala Lumpur, Malaysia, believes that the growth of private dental care is crucial to the healthcare sector’s evolution.
- Her career spanned the international air cargo industry, hospitality, and property management before transitioning to the dental care industry in 2001.
- Rozita identified the dormant state of Malaysia’s private dental sector despite the presence of highly qualified practitioners. She saw an opportunity to elevate the industry, leveraging Malaysia’s skilled dental professionals and the growing interest in health travel.
Rozita Talib-Shaw, the CEO of Dentalpro Dental Specialist Centre in Kuala Lumpur, Malaysia, is driven by one core belief: The growth of private dental care is pivotal to the evolution of the healthcare sector.
Rozita’s journey began with her early education in Malaysia, which led her to obtain a government scholarship to pursue a Bachelor’s Degree in Business Administration in the United States in 1988. After spending two years in Australia, she embarked on a career in the international air cargo industry in Malaysia. Her career path then transitioned into hospitality and property management, where her company’s business interests took her through several Asia-Pacific countries and Africa.
However, her interest in the dental care industry was sparked around 2001 by personal experiences and observations. At the time, the private sector of dentistry in Malaysia was somewhat dormant and unrecognized for its position in the healthcare sector despite the presence of highly qualified and skilled dental practitioners. Private dental clinics were relatively few, operating as independent practices mainly in developed areas, generally with basic setups.
This situation was due to several factors, including a shortage of private practitioners, strict rules regulating private practices, a low industry image, a lack of public knowledge and awareness of dentistry, and an absence of involvement by non-practitioners/business investors in the dental industry.
Recognizing that Malaysia’s dental professionals are as highly qualified as those in Western countries and with a growing interest in Health Travel around the region, Rozita saw these challenges as an opportunity.
Now, as the CEO of Dentalpro Dental Specialist Centre, Rozita is at the forefront of transforming the private dental care industry in Malaysia.
Business APAC recently spoke with Rozita, who acknowledges that with Asia-Pacific set to become the fastest-growing region in healthcare spending by 2030, competition for the health travel market from countries such as Vietnam, Philippines, Turkey, or India is inevitable. She said, “The key challenge is to maintain competitive costs whilst continuously elevating the standards of our service.”
Business APAC: Could you please share the origin story and evolution of ‘Dentalpro Dental Specialist Centre,’ highlighting key milestones and values that set it apart?
Rozita: When I looked at the local dental industry, I saw an opportunity to raise the bar. Thailand was already a hub for healthcare travel and with our government’s high standards for practicing dentists, meeting international quality standards wasn’t an issue. We wanted to create a dental center that Malaysia could be proud of – one that would put us on the world stage.
Our simple slogan, “A Perfect Smile for Everyone…,” guided us as we set up Dentalpro in July 2003. From day one, we offered comprehensive dental services to both local and international patients. By focusing on a homely, comfortable clinic environment, pre-visit online consultations, and end-to-end patient services, we quickly attracted international patients. This caught the attention of Tourism Malaysia, which was exploring new tourism products for Malaysia.
We’re proud to have collaborated with Tourism Malaysia in identifying, defining, and branding Health Travel as Malaysia’s latest tourism product. We shared our experiences with international patients treated at Dentalpro during industry campaigns and promotions.
Our efforts culminated in the launch of the Malaysia Health Travel Council in 2009, where Dentalpro was one of the founding members.
Over 20 years, Dentalpro has evolved into a sophisticated dental establishment catering to patients from Malaysia and around the world. We’ve developed a range of services to meet various levels of care and needs desired by different market segments – all while maintaining our high-quality service standards.
Business APAC: Dentalpro positions itself as a “One Stop Dental Centre.” Could you please elaborate on the range of dental services and specialties offered at your center?
Rozita: At Dentalpro, we offer a comprehensive range of services across six main fields of dentistry: Oral & Maxillofacial Surgery, Orthodontics, Prosthodontics, Endodontics, Periodontic, and Paediatric Dentistry.
The care we provide can be as simple as one tooth filling or as complex as a full-mouth restoration. We’re equipped to handle complex dental cases and high volumes of patients in our spacious facility.
Our team performs general and preventive dental treatments like teeth cleaning and filling, as well as life-changing procedures such as bone augmentation, implants, root canal therapy, crowns and bridges, veneers, and orthodontic braces. These procedures not only restore teeth functions but also enhance smile aesthetics.
Moreover, our state-of-the-art facility is fully equipped with in-house dental X-ray and digital imaging capabilities, scanning, and photography for total convenience. This enables us to provide seamless care to our patients.
Business APAC: Being at the helm of the company, what are your prominent roles and responsibilities? Also, please share any notable awards and achievements.
Rozita: Over the past 23 years, my role has remained consistent, but the way I execute my responsibilities has adapted to changing circumstances.
From day one, it’s been crucial to provide clear direction for the company. My key responsibilities have always been to create a strong brand and groom a team that can effectively carry out our mission and vision.
As market conditions evolve, our strategies must adapt to maintain our brand image and mission. This requires continuous innovation and refinement.
I’m proud to say that our efforts have been recognized through several prestigious awards. Some of our notable achievements include the AKAS Design Award for Best Office Category in 2005, the Special Jury Award from Tourism Malaysia in 2012/2013, and multiple Patient Service Awards from whatclinic.com (UK) from 2010 to 2018.
We’ve also received global recognition, such as the Global Patient’s Choice Award from dentaldepartures.com in 2017.
In addition, we’ve been honored with The BrandLaureate Special Edition World Award for Best Brand in Healthcare – Dental Treatment & Aesthetic Dentistry in 2018, as well as The BrandLaureate Best Brand Awards for Brand Leadership in Healthcare – Dental Treatment & Aesthetic Dentistry from 2018 to 2019. Most recently, we were selected for The BrandLaureate SMEs BestBrands Award in Healthcare – Dental Care in 2023.
Business APAC: What challenges did you face in your career journey? How did you tackle them?
Rozita: Looking back, I faced two significant hurdles in my early days as a business leader.
Firstly, I had to overcome the traditional hierarchical mindset that was prevalent in many organizations, where women were often overlooked or underestimated. Secondly, I had to juggle my family responsibilities while building my career.
However, I didn’t let these challenges hold me back. Instead, I took them as opportunities to grow and make a difference. I realized that I had to take the initiative to change mindsets and prove myself.
Being realistic about my self-worth and knowing when to move on helped me navigate these obstacles.
For me, a fulfilling career is not just about monetary gains; it’s about finding satisfaction and a sense of achievement. Now, being at the top end of my organization, I strive to create a more understanding, nurturing, and family-oriented working organization for my staff.
I believe that leadership is not about being the loudest voice; it’s about being willing to make sacrifices and put your team first.
Business APAC: Dentalpro has a team of specialists across various dental disciplines. Could you please share your insights on building and nurturing a team of dental professionals?
Rozita: As the first dental establishment in Malaysia to collaborate between business entrepreneurs and dental professionals, we faced an initial challenge: changing our dentists’ mindset about their profession.
In the past, dentistry was perceived as a spin-off of the medical profession. However, by implementing effective management and marketing strategies from the start, the feedback and interest from the public alone were enough to open their minds to new possibilities.
A good professional service provider is usually very immersed in their trade. Dental professionals are no different. They strive to put their skills to good use and even seek out challenging opportunities. That’s why, Dentalpro provides opportunities for clinicians to excel and realize their full potential.
I have immense respect for these professionals, so I do not interfere with clinical decisions. Instead, I focus on setting a key rule: patient satisfaction is our top priority. This translates into clinical and operational policies that are patient-centric. Rules regarding non-clinical areas, such as appearance, punctuality, and mannerisms, are not considered trivial but are widely accepted when practiced in the best interest of patients.
To ensure our team’s success, we maintain a regular interface between frontliners – customer service and management – providing assurances and confidence that they can count on for support. This enables them to deliver exceptional results for our patients every time.
Furthermore, teamwork amongst dental professionals is crucial, as it fosters knowledge sharing and benefits both them and our patients. Our dentists and specialists are encouraged and are free to observe each other’s cases and consult each other. Apart from clinical input, their opinions are sought in any policy and business decisions that may affect their work; this builds respect and ensures transparency.
Business APAC: Dental anxiety is a common concern. How does Dentalpro address this concern, particularly for patients seeking complex procedures like oral surgery or orthodontics?
Rozita: At Dentalpro, we believe that great communication, genuine empathy, and creativity can go a long way in resolving dental anxiety. Our team of clinicians and staff take the time to assure patients with dental anxiety that they’re in good hands. We’re open about the details of procedures and the level of experience our clinicians bring to the table, which always puts patients at ease. Nevertheless, at the end of the day, patients’ comfort comes first.
For complex cases involving periodontal surgeries or combinations of oral surgery procedures like bone augmentation, sinus lift, multiple wisdom teeth removal, or multiple dental implants, we understand that patients may feel anxious. However, in most cases, local anesthetic alone can help manage any discomfort.
That being said, some patients may still require additional support due to a low pain threshold, bad past experiences, or lack of experience in the dental chair. For these patients, we offer oral sedation and gas sedation options to help them relax during complex procedures. These sedatives are safe and won’t make them unconscious, with little to no lingering aftereffects. Gas sedation is highly effective in managing young children undergoing dental procedures that require a high level of cooperation from them.
In rare cases where it’s deemed necessary for patient comfort and improved treatment outcomes, we also offer General Anesthesia as an option.
Business APAC: How do you manage to have a perfect work-life balance? What are your hobbies/interests beyond the cabin?
Rozita: To have a good work-life balance is hard. Achieving a perfect work-life balance is – at times – impossible. It requires compromises and sacrifices, especially in the early stages of my career. However, I’ve found that setting priorities and not losing sight of what’s truly important in life is crucial.
I’m not rigid about separating work from personal life; instead, I try to incorporate family activities into my work engagements whenever possible. This approach helps me relieve stress and fosters understanding and respect for my work from my loved ones.
Outside of work, I’m a homebody who enjoys spending time at home cooking, decorating, and gardening. While attending events was important for networking opportunities in the past, these days I enjoy catching up with friends over lunches, dinners, or afternoon walks. My latest interest is mahjong – a game of strategy that challenges the mind.
I also enjoy dancing and live music, so I occasionally go out for entertainment through live performances. And as a rugby fan, I try to catch a game whenever I can.
Business APAC: Is there anything else you would like to share with our readers, a message of encouragement, a specific call to action, or any other wisdom you’d like to impart?
Rozita: I am a true believer in hard work, honesty, and integrity in whatever you do. Going into any endeavor with the best intentions will always get you through difficult times, no matter how complex the situation.
Never create over-expectations; over-exaggeration kills opportunities. Never take your team for granted. Keep yourself aligned with their goals and they will do the same with you.
Quotes
“A Perfect Smile for Everyone…”
“Never create over-expectations; over-exaggeration kills opportunities.”
Also Read: Empowering Dental Leaders Across APAC, 2024
