Founded in 1982 by Lai De Kang, Health Traditional Medicine (HTM) has grown from its roots in Hong Kong Traditional Chinese Medicine into a third-generation healthcare brand. Today, HTM continues to honor its heritage while embracing modern healthcare advancements and personalized approaches to patient care. With a hybrid team of specialists, the clinic combines traditional wisdom with contemporary medical practices to support both physical and mental well-being. As part of the next generation of HTM, Aaron Lai brings his own expertise and perspective to the clinic’s continued growth and evolution. In this interview, Aaron shares insights into HTM’s journey, its approach to holistic healthcare, and its vision for the future.

What is the background story of your business, and how did you first come across Loyverse?

Our business is called Health Traditional Medicine, and we are based in Singapore. We provide services based on Chinese medicine, also known as traditional or Oriental medicine. We specialize in pain management and internal medicine, using treatments such as acupuncture, spinal adjustments, and various other services.

Our business has been operating for several years. We decided to migrate to Loyverse after looking at many different platforms. What we were looking for was something that would be easy to onboard and get started with, while also allowing us to consolidate our accounts and sales data into a single cloud-based service.

Our previous system was computer-based and relied on a hard drive, so my goal was to migrate to something more cloud-based. That was when we came across Loyverse, about five months ago, and here we are today.

What differences did you notice in your business after implementing Loyverse compared with your previous system?

The main difference was that our summary data became much cleaner and easier to manage, and the system was faster. Report generation is also much more prompt.

The process of onboarding all our previous POS items through the import function was seamless, which helped us with the transition as well.

The free trial period before committing to a subscription also gave us a chance to explore the software and helped us decide whether we should continue with Loyverse.

Have you subscribed to any of the add-on services that Loyverse offers?

Yes. We subsequently subscribed to the Unlimited Sales History add-on because we need it for accounting purposes.

Once we had tested the POS features, including the import and export functions, as well as the stability of the system, we decided to give the add-on a try.

Do you use Loyverse POS only to record sales of your services, or do you also sell items to customers?

We also sell some over-the-counter medications and traditional herbs that are provided as prescriptions. We have onboarded all of these items into the Loyverse POS system.

Do you use the CRM to register your customers and provide a more personalized service?

Yes, that is something we recently started using as well. We already had patient tracking in our old system, but we weren't using it very actively at the time.

Since Loyverse has a fully integrated customer database connected to each ticket, we are trying to improve our tracking of patients and returning customers. We will be able to see the data and trends over time.

It is definitely easier to include the patient's name within the sales ticket, because we need this information to track each patient's visit for insurance claims whenever applicable.

Do you make use of the Loyalty program that Loyverse offers?

For us, especially within Singapore's healthcare system, we are not encouraged to use this type of program.

Instead, we are trying to track the numbers so that we can understand who has helped us through our referral programs. The way we can primarily grow here in Singapore is through word of mouth.

With this approach, we can see who is helping us grow and who is sharing information about our services with others.

Do you track the inventory of the medications that you sell over the counter?

Actually, we have a separate inventory tracking system. We haven't integrated it with Loyverse yet because, initially, we were focused on solving our POS needs.

Is there any feature that you would like to see added or improved in Loyverse?

I think the system is good overall. Ideally, it would be great if the Loyverse POS app could also be accessed directly through a web browser.

Other than that, the overall interface is quite user-friendly.

Do you have any tips for other clinics or medical businesses that might be considering a POS system?

I think if they are looking for something genuinely cloud-based and are comfortable with exporting and importing their inventory and migrating their data, Loyverse is a good option for moving more of their operations to the cloud.

Having less infrastructure and hardware to manage can also reduce the strain on a clinic. We should be able to have peace of mind while doing our consulting work and helping others.

If you can get these things completely organized and out of the way, you can focus a little more on your patients and on solving their problems.

So, my advice would be to set it up once, set it up properly, and it can go a long way.