TechHive Q&A: Dr. Pasupathi Nadarajan

Q: What inspired you to create CxSYS, and what challenges did you aim to solve in the healthcare sector?

A: Managing private clinics isn’t just about quality medical care -- it’s also about business efficiency. Through my experience expanding from a single clinic to 20 by 2020, I saw four key challenges:

1. Doctors lack business training – Most are skilled in medicine but not in financial or operational management.

2. Operational inefficiencies – Clinics struggle with scheduling, inventory, and compliance, leading to revenue loss.

3. Administrative burden – Frontline staff are overworked, juggling patient care and paperwork.

4. Limited real-time visibility – Many systems lack operational insights, making informed decision-making difficult.

CxSYS was built to address these pain points by integrating clinical workflows and business operations into one intuitive platform -- automating financials, streamlining operations, reducing admin overload, and providing real-time insights.

Q: How does CxSYS help clinics manage expenses effectively?

Beyond affordability, CxSYS helps clinics cut unnecessary costs and improve cash flow:

• Automated payables & receivables tracking – Preventing financial leakage.

• Optimized inventory management – Reducing wastage and over-purchasing.

• Fraud prevention – Audit trails deter unauthorised transactions.

• Lean staffing – Streamlining operations so clinics can operate efficiently with fewer staff.

By embedding best practices directly into the system, clinics naturally adopt more profitable, sustainable workflows.

Q: What has been the most rewarding part of growing CxSYS?

A: Seeing clinics transform after adopting CxSYS has been incredibly fulfilling. Many who struggled with inefficiencies now operate seamlessly, with reduced admin workload and improved patient care.

A key validation came during corporate acquisitions—after rigorous audits, CxSYS was recognised as a valuable asset for clinic management. Interestingly, some groups that switched to alternative systems later returned to CxSYS after experiencing workflow disruptions and inefficiencies.

Q: What were the biggest challenges and opportunities in expanding CxSYS across Malaysia?

A: CxSYS now supports 300 clinics, including high-volume 24-hour operations. Our growth has been organic—built on word of mouth and reputation rather than aggressive marketing.

Challenges:

• Changing mindsets – Many clinics were hesitant to transition from outdated systems.

• Regulatory compliance – Constantly evolving standards require proactive adaptation, especially in e-invoicing and data security.

Opportunities:

• Educating clinic owners on the benefits of integrating patient management, accounting, and HR.

• Hybrid cloud & offline capabilities, ensuring clinics stay operational even during internet downtime.

• Scaling for high-volume clinics that need robust, uninterrupted performance.

Q: How does CxSYS ensure cybersecurity and data integrity?

A: With medical data being highly sensitive, we implement a multi-layered security approach:

• Role-based access control (RBAC) – Ensuring users only access necessary data.

• Audit trails & encryption – Protecting patient records and preventing unauthorized modifications.

• Two-factor authentication (2FA) – Adding an extra layer of login security.

• Automated backups – Ensuring data is always recoverable.

Q: Why does CxSYS offer both on-premise and cloud-based options?

A: We let clinics choose based on their needs:

• On-premise servers (preferred by high-volume clinics): Ensures zero downtime, faster medical equipment integration, and better data control.

• Cloud-based deployment (ideal for smaller clinics): Allows for remote access and lower upfront setup costs.

Many clinics assume cloud is always cheaper, but recurring subscription fees, data transfer costs, and USD-based pricing fluctuations often make on-premise a more cost-effective long-term choice.

Q: What role does AI play in CxSYS, and how do you see it evolving?

A: AI is a supporting tool, not a replacement for human expertise. We’re integrating AI for:

• Patient record summarization – Highlighting key medical history points for faster doctor review.

• Intelligent treatment suggestions – Offering evidence-based recommendations to assist decision-making.

• Predictive analytics – Helping clinics forecast patient flow, staffing needs, and resource allocation.

AI also improves software development, reducing bugs and enhancing user experience.

Q: How does CxSYS contribute to bridging Malaysia’s public-private healthcare gap?

A: Public hospitals are overburdened, while private clinics often lack efficiency. CxSYS optimises private clinic operations, helping them handle higher patient loads without sacrificing care quality.

A great example is our work with the Tzu Chi Buddhist Foundation’s free clinics, which serve thousands of underprivileged patients. Despite high patient volume, CxSYS ensures seamless operations, reducing administrative bottlenecks and allowing medical teams to focus on care.

Q: What new features can clients expect from CxSYS?

A: We prioritise real-world-tested innovations over fleeting tech trends. Key upcoming features include:

1. Deeper integration with laboratories – Real-time lab result transfers for faster diagnoses.

2. Wearable health tech integration – Connecting patient-owned devices for continuous health monitoring.

3. AI-driven enhancements – Automating patient record summarisation, treatment plan suggestions, and operational analytics.

Q: What does the innovator behind CxSYS enjoy doing in his free time? Additionally, could you share details about your educational background?

A: My journey in healthcare and technology has been shaped by first-hand clinical experience, business acumen, and a deep understanding of digital transformation in healthcare.

I graduated in 2005 from the University of Malaya (MBBS) and began my medical career in the public healthcare system, working in Klang General Hospital, Kuala Lumpur General Hospital, and Ampang Hospital, primarily in emergency medicine. These years in the government sector exposed me to high-pressure medical environments and reinforced my belief that healthcare systems should enable—not hinder—doctors and frontline staff in their daily work.

During my time at Ampang Hospital, I witnessed the transition from paper-based records to a fully digital EMR system. This experience gave me deep insights into the complexities of EMR implementation, particularly the importance of getting frontline healthcare workers on board. This lesson became a core principle in the development of CxSYS—technology must align with the realities of clinical practice to be truly effective.

In 2011, I co-founded Poliklinik Cahaya, a private clinic group that later became part of Careclinics in 2016. By 2020, Careclinics was acquired by a multinational company, marking a key milestone in my journey of building and scaling healthcare enterprises. To further strengthen my business and management expertise, I completed an MBA in 2012. I am also credentialed as an Occupational Health Doctor by the Department of Occupational Safety and Health (DOSH).

Beyond healthcare and technology, music production has been a lifelong passion of mine. I have composed and produced dozens of songs for prominent Indian singers, working across various genres and styles. Music allows me to blend creativity with technical precision, a skill that surprisingly parallels my work in healthcare IT. Just as a well-produced song requires perfect harmony between melody, rhythm, and instrumentation, an effective clinic management system must seamlessly integrate medical workflows, administrative processes, and user experience.

My journey in music has given me a deep appreciation for structure, problem-solving, and innovation—all of which are essential in both songwriting and system development. Whether it’s crafting a melodic arrangement or designing a clinically intuitive healthcare platform, the goal is always the same: creating something that feels effortless for the end user while handling immense complexity in the background.

Apart from music, I also enjoy boating and fishing, particularly in the Klang and Pangkor seas. These activities provide a rare but valuable escape from the fast-paced world of healthcare and technology, allowing me to disconnect, recharge, and find inspiration in nature.

Q: What does the future hold for CxSYS?

A: We remain committed to practical innovations that genuinely improve clinic efficiency. Future developments will focus on:

• AI-assisted decision-making for better clinical insights.

• Stronger integration with national healthcare systems for public-private coordination.

• Further automation in compliance and reporting, reducing manual workload.

Rather than adopting technology for the sake of it, CxSYS ensures every advancement adds real value -- enhancing, not disrupting, clinical workflows.