Sphere
#37
2015
21
<<
“These meetings and training will give our
health professionals continued learning and
professional development that will benefit
their career development,” says Ms Lau.
Elevating the standards
Measured by sheer volume, TCM clinics
are plentiful in Hong Kong. However,
service standards is variable, at best.
Watsons is changing the industry
with a blend of professionalism and a
human touch that distinguishes the new
business. A former staffer in the Hong
Kong government’s public health service,
now a Watsons TCM practitioner, CMP
Daphne Chong explains that there is more
time to spend on each patient, a delight
for both the practitioners and, of course,
the patients. “We not only provide the
treatment but also give advice on diet and
take care of the psychological conditions of
the patients,” Ms Chong says. “To do this,
we need time to talk with the patients in
order to understand their needs.”
Given Watsons’ emphasis on service,
hiring standards are high. On top of work
experience and the licence to practise
Chinese medicine, Ms Lau explains that
they look for candidates who are outgoing,
sociable and can easily relate to patients.
Whereas old school practitioners would
poke and prod their patients in public view,
talking loudly so that all other patients
in the queue could hear, a more modern
approach is taken at Watsons.
In contrast to the traditional clinic,
Watsons conducts counselling inside
a private room to enhance privacy and
avoid embarrassment. Practitioners can
also conduct physical treatments such
as acupuncture and spinal manipulation
for chiropractic care inside the room. An
x-ray viewer is available for practitioners
to have a better understanding of patients’
problems. Watsons has also computerised
prescriptions and medical records to track
patients’ histories.
Traditional clinics require patients to prepare
herbal remedies at home with sometimes
multiple steps that can be complex and
lead to error. Watsons provides patients
with herbs that are already processed into
granules. This is more convenient for busy
working class Hongkongers and results in a
more consistent delivery of dosage.
Another dimension of modernisation is the
integration of other modern medical fields.
Watsons is currently the only healthcare
company in Hong Kong where patients
can seek counselling from pharmacists,
dietitians and CMPs at the same time. A
patient with knee pain due to obesity, for
instance, can seek help from dietitians for
weight loss, a pharmacist for painkillers
and a TCM practitioner for physical
therapy such as acupuncture.
Attractive alternative
More people are becoming aware of the
benefits and the potential of Chinese
medicine. At the same time, they
are growing wary of over-medicating
themselves with heavy-handed treatments
for minor issues and discovering the
efficacy of the more subtle approach
offered by TCM.
In one instance, a patient came to Watsons
for treatment of chest discomfort that had
gone undiagnosed elsewhere. Watsons’
new Chinese medicine team discovered
a slight displacement of the thoracic
intervertebral discs. By correcting the
displacement, the problem was solved and
the patient did not require the use of drugs.
The demographic trends in the patient
base show how TCM is evolving in modern
society. Though patients range from
toddlers to the elderly, a majority of Hong
Kong patients are white collar workers.
This is because many office workers face
long and inflexible working hours which
affect their health. In many jurisdictions,
patients are trending younger as well.
In recent years, public hospitals in Hong
Kong have begun offering Chinese
medicine services, and there has been a
double-digit growth in demand. Figures
from the public health service show that
over a million TCM consultations were
sought in Hong Kong’s public hospitals last
year. People are seeking out TCM options
through modern tools like Facebook and
other online channels.
“Traditionally TCM practitioners in Hong
Kong carry out their practice in Chinese
medicine herbal shops,” says Watsons’
General Manager Diane Cheung. “Most of
them are quite small and the surroundings
are quite unwelcoming. The situation is
changing today. Watsons is introducing
a comfortable environment with a
contemporary setting, allowing our patients
to receive treatment and advice in privacy.
We have responded to our patients’ needs
and I am confident this business will grow
as we expand our clinic network.”
The decision to launch the new programme
has proven sound. At a time when Hong
Kong is working to develop competitive
sectors to stand against aggressive
neighbouring cities, ASW is leading the
modernisation of TCM and providing
new career opportunities for young
professionals seeking to heal modern
patients with ancient wisdom.
When Chinese medicine meets
the modern pharmacy retail
environment, patients win.
