10 July, 2020 | Mediazone
Since its establishment in 2005, UMH has successfully transformed from a medical aesthetic service provider to an integrated medical service provider since its listing. It continues to be the largest non-hospital medical service provider in Hong Kong focusing in preventive and precision medicine.
“The key differentiator from peers, we are customer-centric, says Gabriel Lee, Executive Director and Chief Operating Officer, adding that the Group is dedicated to its brand, services and technologies. “It is the priority of the Group to improve patient care and provide a high degree of patient satisfaction,” Lee says.
Online sales and booking platform allow the customers to manage their schedule at ease. Further to the Medical Council of Hong Kong issuing the Ethical Guidelines on the Practice of Telemedicine in December 2019, the Group began to offer telemedicine services to facilitate the basic medical and healthcare needs of the clients since February 2020, making healthcare more accessible and affordable to individuals, particularly when social distancing has become a new normal due to COVID-19.
Being preventive, precise and backed by smart technologies, UMH is well positioned to encounter challenges in the industry, Lee explains.
“Individuals become more health conscious while our IT infrastructure offers flexibility to UMH in adjusting to changes promptly, minimising the impact to our business comparing to the peers during the pandemic.
“We will also continue to seek new ways to enhance productivity standards through increased digitalisation, innovation and technology, adapting to the trend of consumer behaviour, the combination of online and offline customer experience.
He adds, “Unlike the old days where medical professionals were the absolute authority, consumers today prefer to be well-informed and have medical matter be discussed with experts. This is exactly the approach and excellent services our professionals are offering.”
“We offer a sincerely personalised customer care, serving our customers the way we would serve our own family,” – Gabriel Lee, Executive Director, Chief Operating Officer.
“Our relationship managers take care of our clients’ health, much like a private banker who looks after your wealth. Our infrastructure facilitates the integration of multi-disciplinary services delivery perfectly, says Lee adding that the Hong Kong market or customer base is a very quality-conscious one.
“Customers are spoilt for choice so apart from the technology, knowledge resources, expertise and care. We offer a sincerely personalised customer care, serving our customers the way we would serve our own family. This gradual but qualitative approach to well-being has made us a ‘go-to’ brand for our customers. We are keen to build on this consumer faith and trust and enjoy the increasing amount of referral business. The future is bright for the level of quality care we bring to Hong Kong so I am optimistic that good days are ahead.”
“By enhancing the ambiance of our facilities and client convenience through digitalization, retention of client shall be maintained within our enclosed eco-system where integrated medical services can be offered.
We will dig deeper into the newly established disciplines and widen the coverage of disciplines. We closely monitor the feedback from our clients to understand the services they demand and then aim to exceed these expectations,” Lee promises.
“We are actively exploring partnerships in Hong Kong to form strategic alliances to broaden the breadth and depth of our healthcare and wellness service offerings.
“We will expand our market share by identifying potential acquisition targets or via an organic expansion with a focus in the Greater Bay Area, currently plans to reach 30 to 50 outlets in the next three to five years. We are exploring acquisition targets as well as partnership opportunities with local medical players in the Mainland China cautiously, including but not limited to reputable medical service and healthcare service providers, suppliers and investors, to fuel our sustainable growth in this market with immense potential. UMH managed to achieve a 5.2% revenue growth to HK$1.95 billion for the year ended 31 March 2020 given three out of four quarters were impacted systematically. The management targets the top line of HK$6 billion by 2025. The future is bright!” he concludes.