The Digital Patient Ep. 76: Sanjay Malaviya: Building the #1 Patient Safety Software Company and Why Being a People-First Company Leads to Customer Happiness

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On this episode of "The Digital Patient" podcast, hosts Alan Sardana & Dr. Joshua Liu speak with Sanjay Malaviya, Founder & Former CEO RL Solutions (now RLDatix) and Board Member at SeamlessMD, about "Building the #1 Patient Safety Software Company and Why Being a People-First Company Leads to Customer Happiness". Click the play button to listen or read the show notes below.
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Audio:

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Video:

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Guest(s):

• Sanjay Malaviya, Founder & Former CEO RL Solutions (now RLDatix) and Board Member at SeamlessMD
• Dr. Joshua Liu (@joshuapliu), Co-founder & CEO at SeamlessMD

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‍Episode 76 - Show Notes:

[0:00] Introducing Sanjay Malaviya, Founder & Former CEO RL Solutions (now RLDatix) and Board Member at SeamlessMD;

[2:10] How Dr. Joshua Liu met Mr. Malaviya in 2011 through a friend who had interned at RL Solutions, and why Mr. Malaviya was generous with his time despite being a busy CEO because he recognized Dr. Liu had positive intentions and wanted to treat him how he (Mr. Malaviya) would have liked to have been treated back when he was starting out;

[08:20] How Mr. Malaviya fell into healthcare while interning at St. Michael’s Hospital in Toronto where he built the first version of RL Solutions to help a colleague, and how a combination of the work they were doing and the relationships he held (his employees and clients) kept him going through the tough times–as his intentions were less about building a world-class business and more about surrounding himself with the best-intentioned people;

[09:55] Why Mr. Malaviya would hire kind-hearted people who were generous over individuals with raw talent and genius as individuals with raw talent were often not team players;

[12:25] How Mr. Malaviya would screen for “good” people by looking for honesty, integrity, and people who were comfortable in their own skin/comfortable with unknowns over individuals with a quick wit and smart alecs for every answer during the hiring process;

[16:35] Why Mr. Malaviya chose not to raise external funds because he believed venture capital principles were diametrically opposed to his principles around building a world-class team (rather than focusing purely on profits);

[20:32] Why Mr. Malaviya likely would have continued in his career as an employee within healthcare had he not been given the opportunity to spin out RL Solutions because he enjoyed the camaraderie and work at Toronto’s “Urban Angel” (St. Michael’s Hospital);

[24:30] How Mr. Malaviya viewed being customer-centric as putting the customer first, treating them like they were a part of the team, and asking “How many customers could we make our friends? How can I make this person happy?”;

[28:00] Why Mr. Malaviya believed his team had to earn trust from their customers and how acting with integrity would be positive regardless of the outcome as his team could go home each day with the knowledge that they did the right thing;

[30:00] Why Mr. Malaviya ran his company like a family–open, honest, and with integrity–as opposed to being cutthroat as that would be “toxic”;

[35:00] How Mr. Malaviya built a fully-functioning pub within the RL Solutions HQ because the team had grown so large that local bars/pubs could not always accommodate them, how building the pub led to a number of challenges such as obtaining liability insurance, and why the pub was important because it provided space for his team to relax and speak candidly;

[42:55] Why Mr. Malaviya preferred no rules for his employees and believed if you manage to your lowest denominator you’ll have a company of low performers, but if you manage to the people who you desire to have in your company, you’ll have a company like that;

[44:44] Why Mr. Malaviya donated $1.2M to Canadian Olympians and Paralympians and will continue to support Canadian athletes because of the role sports played in building his character, his admiration for athletes’ resilience, hard work, and mindset, and because no one else had supported Canadian Olympians & Paralympians in this way before;

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Fast 5 / Lightning Round:

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1. What is your favorite book or book you’ve gifted the most?
   “I don’t read a lot… honestly? Green Eggs and Ham by Dr. Seuss".
   
   

2. Who is a person, dead or alive, you’d love to meet?
   "Barack Obama and Dave Chappelle".
   
   

2. Would you rather have Super strength, super speed, or the ability to read people’s minds?
   “I don't want any superpowers... But mind-reading if I had to choose.”
   
   

4. What is something in healthcare you believe that others might find insane?
   "All that healthcare really needs is trust, kindness and support… People who have the ability to cure cancer and other ailments… All they need is our support."
   
   

5. COVID-19 lockdown related – what is 1 hobby or activity you’ve gotten into since the pandemic?
   “Watching stand up like Dave Chappelle... I’ve been thinking of getting into it myself… And golf. Not only playing, but I had the privilege to acquire a golf course to learn on… So I’m learning the golf business and giving back to the community.”