“Now” is 3 minutes after you came up with the idea you needed to see a doctor.
A.S. Watson is bringing back doctor home visits with an emphatically 21st-century style in the UK, Hong Kong and Malaysia. Online doctoring is making healthcare more efficient, private and convenient. Superdrug in the UK and Watsons in Asia are leading the way.
The online experience mirrors what would happen during a visit to a clinic – minus the waiting time.
Among A.S. Watson brands, Superdrug has a long head start. Lengthy wait times at the
Two different elements needed to be considered. A “clinical approach” to offering online services means that the online experience mirrors what would happen during a visit to a clinic – minus the waiting time. Questionnaires to be completed follow the same patterns and protocols developed for in-person visits. When appropriate, doctors come online to connect with the patients, provide health guidance and, if needed, provide drug prescriptions.
The second element to consider is the customer journey. Superdrug integrates their deep knowledge of the in-store customer experience with operational data to create that journey. So from the first clicks on the website to diagnosis and medicine delivery, Superdrug considers the entire experience in a way that an independent doctor, e-commerce provider or pharmacist couldn’t possibly imagine.
During the COVID-19 pandemic, Watsons Malaysia and Hong Kong leapt into action. In early 2022, the convergence of demand and ability to supply
Hong Kong’s service – Watsons eDr Online Doctor Consultation – went from concept to partnering and launch in just a few months. The online doors opened to the public in May this year. The Malaysia service, Watsons Online Doctor, was launched on a similarly tight production schedule with a local partner.
Hong Kong’s service went from concept to partnering and launch in just a few months.
COVID-19 peaks especially helped to drive demand in Hong Kong and Malaysia as people were either in quarantine or very averse to going out. Patients still needed to consult with a doctor and have prescriptions issued. The service also provided much-needed sick-leave certificates for employers and letters of referral to access medical specialists (who need a letter from a GP). The short wait time made them realise how much time they were saving by cutting out travel and waiting to see a doctor, and then waiting again to have a prescription issued. Home delivery or delivery to a local Watsons store were also a vital part of the customer journey.
The specific services and the way in which they are presented is carefully tailored to different markets to match their different healthcare cultures. When Superdrug launched, they considered what services to offer by monitoring Google Search data for commonly researched ailments, identifying healthcare trends observed by NHS doctors under their employment, and by considering the customer demand for discretion. Online Doctor launched with only 12 services. Today, Superdrug has grown to offer over 61 specialised solutions. The list may surprise you.
A wide range of potentially embarrassing, but
Today, Superdrug offers over 61 specialised solutions. The list may surprise you.
The Hong Kong website has a very different look and feel for a more conservative medical culture. It is more clinical in presentation, with reassuring experts in lab coats who direct you to a GP. Part of this is because the Superdrug service is more directed at people who mostly (but not always) know what ails them and what type of treatment they might need. Freda Ng, Chief Digital Officer, Watsons International, explains, “There is no separation of dispensing from prescribing in Hong Kong; therefore, we still rely very much on doctors to issue the prescription.” Also, in Hong Kong, the route to a specialist is through a GP, so they need a “first pass” diagnosis to get a referral to a specialist.
The Malaysia service accommodating the local market uses WhatsApp chat as quality bandwidth can be more of an issue than, say, in Hong Kong. Like Superdrug, a clinical approach is used in asking questions, mostly through WhatsApp. Patients are then directed to an online or face-to-face doctor consultation if needed. Local regulations mean e-prescriptions need to be picked up at a Watsons store. Regular Watsons customers can even get free doctor consultations in some instances.
A rapid response to immediate pandemic healthcare demands, as well as long-term trends, will direct the future course of these services. Superdrug incorporates Trustpilot reviews on-site. Trustpilot is the UK’s most used “review everything” site and the Online Doctor service is rated “Excellent” (4.6/5) with almost 18,000 reviews.
Hong Kong and Malaysia are moving to expand their range of services. Hong Kong brought their in-store traditional Chinese medicine doctors online in September.
From the UK to Asia, A.S. Watson is delivering a service that is meeting people’s needs, relieving the burden of healthcare on patients and providers and driving better health outcomes. If you live in the right place, diagnosis to medicine to better health – it’s all just a few clicks away.
Superdrug’s nurses are taking on the toughest COVID-19 has to offer by volunteering to serve on their nation’s front lines, fighting the disease.
COVID-19 may be invisible to the eye, but not to scientists working with Northumbrian Water to trace its spread by sampling wastewater.
Team Watsons Water got creative and worked round the clock to deliver life-saving PPE to Hongkongers.
The Li Ka Shing Foundation sprang into action early in the coronavirus pandemic to provide desperately needed personal protective equipment to medical staff.
High-performance management at HK Electric is supercharged through education delivered by a host of internal and external professors at the HK Electric Institute.
The high-pressure crucible of Hong Kong’s shopping environment seems like it would leave little room for learning among retail professionals. But A.S. Watson’s commitment to higher performance creates opportunities for promising staff to elevate their game at its very own Retail Academy.
Tactical donations make a difference to help tackle one, or even several, problems. But a series of strategic donations will bolster the entire biological, bioengineering and biomedical establishment in Hong Kong with world-class platforms and integrative thinking.
Vanishing bee populations are a major problem for global agriculture. 3 Austria’s 5G network is a key part of a tech solution that puts beekeepers ‘inside’ their hives to solve problems for Man’s invaluable helpers.
Port of Felixstowe’s 5G plans not only put the power of massive dockside cranes in the delicate digits of desk-driving derrick directors, but also connect a legion of sensors to help train AI that could save Hutchison Ports millions of pounds in maintenance efficiency.
5G is a platform to build dreams on and 3 Hong Kong is helping dreamers to climb on board. It works with small businesses and the community to help them overcome COVID-19 challenges and to unite their artistic vision, with an eye on the stars.
The Port of Felixstowe is leading the hydrogen revolution building in the UK. It aims to transform not only its own operations but the regional eco-economy too. First, the Port – then trains, trucks and homes will follow.
The UK aims to decarbonise the entire rail network. Eversholt Rail, a UK rail company, is leading the way in providing zero-emission hydrogen-powered trains for the UK. Trainspotting is about to get a whole lot greener.
Australian Gas Infrastructure Group is proving itself a public ally by greening the gas supply of Australian homes and taking the first steps to deliver 100% emission-free hydrogen to replace gas.
Watsons’ ninth-generation store design ethos is transforming stores into experiential spaces, making the most of their O+O strategy and aligning Watsons with customers’ green hearts. Delivering human connection and a commitment to environmental stewardship is incorporated into features in stores from Hong Kong to Türkiye.
Designing 21st-century ports requires that operators cater to the demands posed by increasingly enormous container ships. Use of autonomous vehicles and AI cranes and vehicles drives efficiency. The complex dance of goods and containers at a modern port only happens when designers set the stage for success.
Power plant design demands that everyone — from staff and neighbours to dolphins and birds — is kept safe. HK Electric and Canadian Power may be an ocean apart, but both have ingenious design elements and technology that enable them to take on explosive fuels and turn them into a safe stream of electricity, powering people’s lives and entire economies.
PharusDx, a CK Life Sciences and CK Hutchison investee, is developing a test that would provide fast, accurate diagnosis of not one but multiple types of cancer – all from a single blood sample. And it is using AI to do it.
HUTCHMED’s global Phase III registration trial of its colorectal cancer-fighting drug, fruquintinib, aims to gain the regulatory approvals needed to bring it to cancer patients around the world. A 14-country study is the next step in bringing new options to doctors and new hope to families struggling with cancer.
CK Hutchison’s Global Climate Action Conference is the first gathering of business CEOs to share how they are setting targets, taking action and proving their accountability on reducing their carbon footprint. Sphere’s three-part series on the Conference provides a sense of what was covered in depth for over
CKHH companies are enacting adaptive strategies to mitigate climate change, including leading the charge in the hydrogen revolution. Day 2 of the Global Climate Action Conference explored how CKHH companies deal with climate-change extreme events and how they are transitioning to climate-friendly energy generation.
CKHH companies aren’t just spending money on traditional renewable energy – they are investing in original R&D to bring innovative solutions to bear. Pilot projects advance to become invaluable solutions to mass adoption of green technologies that just might save us all.
Hutchison Ports is revolutionising port operations by welcoming a new family – Veronica and
A.S. Watson has long been at the forefront of AI adoption. From back-end operations to putting a virtual makeover smile on customers’ faces, it has its own dedicated AI teams coding, testing and delivering the future. A.S. Watson? Welcome to AI Watson!
A global conglomerate like the CK Hutchison Group generates an astounding amount of data across industries. Data are the lifeblood of the AI revolution; it was inevitable that someone would ask “How can we harness the power of these data to power the future?”
The answer is CKDelta.