TRADE TALK
Trade Talk Q&A with Claire Clough, Head of Digital Product Services at Healthcare Pro … WHAT DOES THE NEWLY BRANDED HEALTHCARE PRO MEAN FOR NRS HEALTHCARE COMMERCIALLY? “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.” WHY DID YOU DECIDE TO SET UP THE NEW WEBSITE WHEN YOU DID? DID THE COVID-19 PANDEMIC DETERMINE THE TIMING OF IT? “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 were 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.” CAN YOU DESCRIBE HOW HEALTHCARE PRO’S SPECIALIST WHEELCHAIR SERVICE WORKS? “The customer journey begins at the product description page. Interested clients complete the enquiry form and then within one working day they 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.
Let the Powerpack do the pushing Incredibly easy to fit and simple to remove Designed and made in the UK Range of up to 10 miles
16 / www.thiis.co.uk
In January 2022 independent living aids manufacturer NRS Healthcare rebranded itself as Healthcare Pro. Offering a “new and improved” online experience, Healthcare Pro offers over 4,500 independent living aids on its website, all selected in conjunction with its products development team and inhouse occupational therapy team. Its site aims to be 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.
“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 set up 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
