Healthcare ProIn January 2022 independent living aids manufacturer NRS Healthcare announced that it had rebranded itself as Healthcare Pro.

As before, the firm will continue to offer over 4,500 independent living aids on its website, from personal care, to bathroom, bedroom, kitchen and mobility, which have been selected in conjunction with its products development team and in-house occupational therapy team.

According to NRS Healthcare, the website offers a new and improved online experience, offering a go-to source for up-to-date information and guidance on daily living aids, offering peer-to-peer engagement, education and support as well as guiding customers to a ‘right first time’ purchase.

THIIS chats to Claire Clough, Head of Digital Product Services at Healthcare Pro to find out more…

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What does the newly branded Healthcare Pro mean for NRS Healthcare commercially?

Claire Clough
Claire Clough, Head of Digital Product Services at Healthcare Pro

“The new name, Healthcare Pro, scored highly amongst our consumer base and we know they are looking for the added reassurance of shopping where the professionals shop. With NRS Healthcare established in 1947, Healthcare Pro focuses on our high levels of expertise in this sector, credibility and professionalism, improves the customer journey and shopping experience, as well as providing easy access to product advice, support and associated services.

“Healthcare Pro also gives the business the opportunity to branch off into new opportunities in the digital space.”

How important was timing in the deciding when to set up the new website?

“We chose to launch Healthcare Pro in January this year because the new platform, technical requirements and refreshed product range all needed to be ready at the same time to ensure we offered our customers the best possible experience.

“No, the pandemic and relaxing of restrictions was not a factor in the timing of the launch. We have been operating normally throughout the pandemic and adapted to the situation with the whole of the digital team now based remotely. We’ve seen some challenges like everyone else with logistics, supply chains etc but nothing that stopped us trading 24/7.”

How does the specialist wheelchair service work and why did Healthcare Pro decide to launch this?

“The customer journey begins at the product description page. Interested clients complete the enquiry form and then within one working day will receive an initial telephone consultation. During the consultation our team will ask questions around the customer’s medical condition and current capabilities, and then listen to the key features the customer is looking for from a new wheelchair. We’ll then discuss the environment they wish to use it in and how they are planning to fund the chair. Once we’re happy that we have narrowed down the product selection, we’ll look to setup an assessment with one of our wheelchair specialists.

“The assessments take place at the best location for the client but predominantly we prefer to do this at their home so we can understand the most likely issues that may be faced during day-to-day use. By the end of the assessment, we’ll provide a full quotation for the specification of the wheelchair. If the client is happy to proceed the wheelchair, in most cases, will be made to order and, then once built, our wheelchair specialist will arrange a full handover to the customer, including another demonstration and full instructions on how to use their chair.

“But it doesn’t end there! Each product also comes with a manufacturer’s warranty covering the wheelchair should any manufacturing fault become apparent within the warranty period. We’re also able to offer comprehensive insurance, maintenance and servicing packages and extended warranties packages for complete piece of mind.

“Launching this new service was a natural next step for Healthcare Pro because it adds value, choice and support for our customers during what can be a daunting experience for some.”

How do you monitor the response you get for Healthcare Pro?

“We have been delighted by the responses to our on-site survey and know that our customers are finding it easier than ever to find what they’re looking for. We have had some excellent feedback from the trade and our stakeholders across the National Care side of the business too. In a market that is fraught with uncertainty, Healthcare Pro clearly stands out by offering an easy to use website along with free expert advice and guidance from occupational therapists to help customers looking for products and services to make the right choice first time.”

How is Healthcare Pro differentiating itself from its competitors?

“We offer something other big retailers don’t; our network of healthcare professionals to support our product range choices. We offer all customers free, professional advice on the products they need and we can help them with advice and guidance through our comprehensive content too.”

What is coming next for Healthcare Pro going forward?

“We have ambitious plans for 2022 and will be testing a lot of new services, bringing some unique new products to the market and continually looking for the right partnerships like the one we recently agreed with Mangar (Wincare) and Stiltz Home lifts to offer customers a greater choice from a professional’s point of view. Although digital communication and shopping has been accelerated by the pandemic we know it’s the professional, human touch that gives us our uniqueness.”

www.healthcarepro.co.uk

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