Louisa Draper, DrEd at "Journeys of Health-Tech Innovation" Nov 30th 2015
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Louisa Draper, DrEd, "Key Moments in Our Journey" - slides from Journeys of Health-Tech Innovation: Products to Market
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Louisa Draper, DrEd at "Journeys of Health-Tech Innovation" Nov 30th 2015
- 1. DrEd Key Moments in Our Journey Louisa Draper Medical Director
- 5. 46 Team members Doctors per day Patients Countries Average score (/10) 9.353 500,000 4 years 2 staff
- 7. ● Trust ● Hassle-free ● Get on with living their lives Patients
- 8. ● Respect ● Influence ● Ability to grow Doctors
- 9. ● Unique opportunity to innovate ● ‘Learning animals’ ● Flexible Our People
Editor's Notes
- Good evening, my name is Louisa Draper and I’m the medical director of DrEd - an online doctor service We provide patients with rapid access to medications, test kits for medical conditions, and medical advice, through online consultations with a doctor, removing the need for the patient to make a GP appointments, wait in the waiting room, or make a journey away from work or other commitments in order to get access to medical care I’ll explain our product and background briefly and will then tell you about a couple of key moments in our journey
- This is our website Anyone can use it You can see across the top there are a range of treatments and services available The patient will create a patient record, sign in, and then choose the treatment that they want,
- for instance if you are going travelling, you might need malaria tablets Once you have selected the treatment that you want, this will take you through to a questionnaire
- where we ask all the questions you would be asked by a GP, or in a travel clinic The patient does this in their own time. It should take a few minutes, but they can take as long as they need Once it’s complete, this is sent to us, and one of our doctors will review their answers and if the treatment is suitable, a prescription is issued and the medication will be posted to the patient, by next day delivery if they need it quickly. We are also partnered with Superdrug and provide all of their medical services, so if you order through Superdrug, you can choose to collect your medication in store, and you could collect within a few hours of ordering.
- Brief summary of our business Started 4 years ago with just two people (and absolutely no patients). Since then, we have built our team to 46 members. Won contracts with e.g. Superdrug to provide all their medical services, so we also work with the team at Superdrug We have ten doctors in total, but most are part time. We have around 3 doctors working each day, each of whom is dealing with approximately 600 patients, so at least 10 times as many as you could if you were in a traditional GP surgery. Since we launched 4 years ago we have treated half a million patients Treat in Germany, Ireland, Switzerland, Austria, France - We’re profitable and growing fast Tech team of 8 to support and develop our online platform as well as Product & UX to work on customer-focused experiences
- last Christmas, we reached 200,000 orders, and celebrated with some DrEd cupcakes and champagne in the office, and less than a year later, we celebrated reaching the 400,000 milestone. Really exciting for us as we’ve actually treated more patients in the last year, than we had in the previous 3 years since we launched So we’re definitely on the slope of enlightenment in the curve of hype! This summer we realised that in order to keep climbing up the curve (and avoid a plateau), we needed to stop and reflect, and this for me has been the most important step in our journey. Until now we’ve been trying to get over all the usual challenges a start-up faces, but now we suddenly have patients, we’re making some money, we have a large and brilliant team, so we need to figure out what’s next? The two most important steps on this journey have been: Firstly, for the company, figuring out exactly what the patient wants For me, figuring out what our doctors need in order to thrive
- What do our patients want? We spent a brilliant week over the summer with our patients, spending time in their houses, chatting to them, and learning all about them, and I would encourage everyone here to do the same, to spend time with your customers This has really helped to build our long term strategy for the business and for each team Our patients need to be able to trust us. We are of course registered with CQC, we follow all standard UK guidelines, we have a large clinical governance team, and a large part of our work is ensuring that we are safe and that we keep all information confidential. But we need to make sure that this is communicated to the patient Our patients don’t want us to replace the NHS, they still want to see a doctor face to face for serious conditions, but they want to remove the hassle out of routine things. You don’t want to go into your bank and queue, just to tranfser some money, which is why we all do our banking online these days, and equally, our patients don’t want to wait or queue for what they believe should be quick and easy services, e.g. repeat prescription for contraceptive pill Today, being able to get instant access to what you need is not only useful, but is becoming expected: uber, deliverance, and amazon--> everything is available really quickly, with a few clicks on your phone
- What do our doctors and our other staff need? We recognise that our doctors are highly trained, highly motivated, and that it’s unusual for them to step away from NHS and from training programmes. They are taking a leap of faith! We also recognise that as a medical business, our doctors form the backbone of our business and influence everything we do Over the summer I have spent a long time with them, figuring out what they want and what they need from a job 1. Doctors want to be respected in their job: that means within the company, we ensure that the doctors are included in all team discussions. We are lucky that we have our CS team, pharmacy and dev team within our London Office. Doctors are heavily involved in all business decisions, e.g. the creation of new services or prototypes of new products. They really help us to figure out the direction of the business, and every one of our doctors feels like they have a role in the growth of the company and in addition they want to be respected by people outside the company too. We are working hard to make sure that we are reputable, and that doctors and patients see us as the market leaders in safe online medicine, for instance by presenting at academic conferences, and setting gold standards for online care All doctors are trained to be really focussed on growth development. We are all curious, we are all life-long learners. It’s essential that all our doctors feel like they have the ability to grow. We support all our doctors to flourish and thrive in their chosen careers, offering career support, weekly teaching sessions, study leave and a study budget. Our doctors are encouraged to be innovative, creative and explore whatever interests them.
- You will be part of the organisation, working closely with the Development team, part of Service Development and taking part in Customer Research projects and creating new prototypes! We hire ‘learning animals’ – we now run lunch and learn sessions (like the one above as well as on counterfeit medicine, learning new skills like excel/powerpoint and even Yoga! As we grow we want our people to continue to grow so all employees have a training budget they can spend on whatever they wish and we also like to share books around the office – all of this helps us to work together to build a better environment to create an even better service! We have hired smart, creative people from 19 countries and counting! It’s really important for us to include everyone’s views As we have grown into an established business we now also offer all of our permanent employees stock options, a bonus nad private healthcare as well as other smaller perks! We work flexibly – some to pursue other passions / due to family commitments , some work part-time or remotely and we are always looking to offer medical students the opportunity to intern with us