We talked to Dr. Oskar Wendowski, founder of e-Surgery, about online prescription services, and this is what he said about it.
First of all, how are you and your family doing in these COVID-19 times?
Dr. Oskar Wendowski: Like many others all around the world, Covid has been a real challenge both in my personal and professional life. My father passed away very suddenly due to complications of Covid, which has been hard. Travel restrictions abroad also meant I was unable to attend his funeral. It is a sobering reminder to take the pandemic seriously and consider what others might have gone through and the loved ones they might have lost. I am thankful that I am healthy and well as well as the remainder of my family.
Tell us about you, your career, and how you founded e-Surgery.
Dr. Oskar Wendowski: I’m a Pharmacist and a Medical Researcher by background. I co-founded e-Surgery an online prescribing service and Pharmacy with my partner, Thuria. Our goal is to make online healthcare environmentally sustainable. We have seen firsthand the level of waste that is inherent in community Pharmacies and Surgeries and knew there had to be a better way that not only reduced waste but also efficiency.
How does e-Surgery innovate?
Dr. Oskar Wendowski: e-Surgery has introduced a completely paperless prescribing and dispensing system in our Pharmacy. Coupled with our fully biodegradable packaging, we hope to make a real difference in reducing waste in the healthcare sector. We also offer a completely free online Ask-a-Pharmacist service, enabling patients to access to advice from a trained healthcare professional quickly and easily.
How does the coronavirus pandemic affect your business finances?
Dr. Oskar Wendowski: It is true that Covid has increased the demand for online healthcare. However, it has also meant increases in drug costs, many of which we have not passed on to our patients.
Did you have any issues regarding human resources and what are the lessons learned?
Dr. Oskar Wendowski: Staffing was a real struggle during the height of the Covid pandemic. We saw a massive increase in demand, and it was at times difficult to make sure that all our patients would receive the high standard of service we pride ourselves on.
How did your customer relationship management evolve? Do you use any specific tools to be efficient?
Dr. Oskar Wendowski: We increased the automation in all of the systems to help deal with the increase in patients. This allowed us to free up our customer service staff from routine admin to helping patients with issues and delivering exceptional customer service.
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