Culture Beats EBITDA: The Oblique Path to Scale
In this episode of the Healthcare100 Podcast, Dental Care Alliance CEO Laurence Benz shares his unconventional approach to scaling a DSO with soul. Discover how Laurence is driving growth by prioritizing clinical excellence, compassionate care, and provider fulfillment over unit-level metrics.
Key Takeaways:
Success comes from focusing on the right inputs, not just outputs. Prioritize clinical mastery, customer service, and meaningful provider work. (07:25)
Data shows DSO offices with local ownership have better margins, growth, and EBITDA. Build for long-term value creation, not just the next PE transaction. (32:23)
Think small and stay local. All healthcare strategy is market-specific. (31:31)
Empower hygienists as their own P&L center, not just a funnel for dentists. (29:42)
With his "Call to Care" philosophy honed in the Physical Therapy industry, Laurence believes analytics and automation can only take a DSO so far. To unlock the next level, he's investing in upskilling clinicians, implementing "Amazing" customer service principles, honoring DCA's 35-year legacy while celebrating wins, balancing decentralized ownership with centralized excellence, and optimizing operations to engage providers and attract patients.
With his "Call to Care" philosophy from physical therapy, Laurence rejects the idea that analytics and automation alone drive growth. Instead, he's investing in clinical mastery through DCA Academy, service differentiation via "Amazing" principles, honoring DCA's 35-year legacy while celebrating wins, decentralized ownership with centralized excellence, and optimizing operations to engage providers and attract patients.
While many DSOs chase growth at all costs, DCA is proving that purpose and profits can coexist. Tune in to discover how Laurence is positioning DCA to create a lifetime of smiles for providers and patients alike.