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Culture Beats EBITDA: The Oblique Path to Scale
Burnt out dentists. Revolving door hygienists. Procurement headaches. The DSO world's toughest challenges all have one thing in common, argues DCA's Laurence Benz: a failure to put purpose over profits.
On this episode of Healthcare100, the Dental Care Alliance CEO shares how he's translating his "Call to Care" philosophy from the PT world to the dental industry. from physical therapy into dentistry
Laurence believes analytics and automation can only take a DSO so far - to unlock the next level of growth, leaders need to focus on three human pillars: clinical excellence, compassionate customer service, and meaningful provider purpose.
The Problem: Many DSOs overemphasize unit-level metrics and productivity, leading to provider burnout and patient depersonalization. With 50%+ turnover and hygienist shortages post-COVID, the industry faces a supply-demand mismatch.
The DCA Playbook:
Laurence is taking a fundamentally different approach to growth, one that prioritizes people before systems:
- Upskilling clinicians through the DCA Academy to build confidence and capability, turning clinical competency into true mastery
- Redefining customer service with DCA’s “Amazing” principles to create a culture of compassion
- Scaling provider purpose by honoring DCA’s 35-year legacy while celebrating real, present wins
- Balancing decentralized ownership with centralized excellence to drive same-store organic growth
Optimizing scheduling, compensation models, and technology integrations to engage hygienists and attract new patients
With his deeply human-centric approach, Laurence is positioning DCA to create a lifetime of smiles for providers and patients alike. Tune in for an inspiring conversation on scaling with soul in the DSO space.
⚡ Amol Nirgudkar (Patient Prism CEO, 8 years healthcare AI expertise) and A.J. Peak (multi-site healthcare operations expert and founder of Health Wealth Capital) dig into the tactical frameworks that separate scaling winners from everyone else on Healthcare100. We break down the growth engines behind America's fastest-scaling healthcare organizations with the operators who built them.
Full conversation on Healthcare100.
🎧 Spotify: https://t2m.io/yq0eaWz
🍎 Apple: https://t2m.io/1bQPiib
📺 YouTube: https://t2m.io/U3Q6xPB
🌐 All episodes: https://t2m.io/kSc7KYQ
Follow us for more insights: https://t2m.io/HGeS9xG
View all episodes
By Healthcare 100Burnt out dentists. Revolving door hygienists. Procurement headaches. The DSO world's toughest challenges all have one thing in common, argues DCA's Laurence Benz: a failure to put purpose over profits.
On this episode of Healthcare100, the Dental Care Alliance CEO shares how he's translating his "Call to Care" philosophy from the PT world to the dental industry. from physical therapy into dentistry
Laurence believes analytics and automation can only take a DSO so far - to unlock the next level of growth, leaders need to focus on three human pillars: clinical excellence, compassionate customer service, and meaningful provider purpose.
The Problem: Many DSOs overemphasize unit-level metrics and productivity, leading to provider burnout and patient depersonalization. With 50%+ turnover and hygienist shortages post-COVID, the industry faces a supply-demand mismatch.
The DCA Playbook:
Laurence is taking a fundamentally different approach to growth, one that prioritizes people before systems:
- Upskilling clinicians through the DCA Academy to build confidence and capability, turning clinical competency into true mastery
- Redefining customer service with DCA’s “Amazing” principles to create a culture of compassion
- Scaling provider purpose by honoring DCA’s 35-year legacy while celebrating real, present wins
- Balancing decentralized ownership with centralized excellence to drive same-store organic growth
Optimizing scheduling, compensation models, and technology integrations to engage hygienists and attract new patients
With his deeply human-centric approach, Laurence is positioning DCA to create a lifetime of smiles for providers and patients alike. Tune in for an inspiring conversation on scaling with soul in the DSO space.
⚡ Amol Nirgudkar (Patient Prism CEO, 8 years healthcare AI expertise) and A.J. Peak (multi-site healthcare operations expert and founder of Health Wealth Capital) dig into the tactical frameworks that separate scaling winners from everyone else on Healthcare100. We break down the growth engines behind America's fastest-scaling healthcare organizations with the operators who built them.
Full conversation on Healthcare100.
🎧 Spotify: https://t2m.io/yq0eaWz
🍎 Apple: https://t2m.io/1bQPiib
📺 YouTube: https://t2m.io/U3Q6xPB
🌐 All episodes: https://t2m.io/kSc7KYQ
Follow us for more insights: https://t2m.io/HGeS9xG