Set up to meet public concern over the rising cost of healthcare, NTUC Healthcare Co-operative Limited has kept pace with Singaporeans' needs. It is the only healthcare group to provide primary care services in three branches - Pharmacy, Medicine and Dentistry.

Some say, "Health is Wealth". Not only do you need to be healthy to enjoy the fruits of your labour, a healthy body and a healthy mind also make you more productive at work.

The National Trades Union Congress set up NTUC Healthcare Co-operative Limited in 1992 as part of its efforts to help Singaporeans better manage their healthcare costs.

Since inception, the cooperative has established 33 Unity pharmacy outlets islandwide. These provide consumers with a wide range of healthcare products like medicines, vitamins, health supplements and rehabilitative care products like wheelchairs at affordable prices. As part of its emphasis in providing quality customer service, some of its pharmacists are given specialised training in diabetes to provide better care for customers. This dedication to customer service was given a resounding endorsement from customers when 75% of Unity pharmacy outlets received a Retail Courtesy Gold Award last year.

To better fulfill its social mission in primary healthcare, NTUC Healthcare provides quality primary care through a network of GP clinics via MHC Healthcare, a joint venture with a group of General Practitioners. Its managed care programme, which is aimed at helping both employers and employees better manage their healthcare costs, has also received increasing support in recent months.

As part of its efforts to provide an even more comprehensive suite of primary healthcare services, it recently merged with NTUC Denticare. This merger would allow the consumers to benefit from greater economies of scale and scope as the cooperative exploits synergies from the merger.

NTUC Healthcare is the only healthcare group providing primary care services in three branches - Pharmacy, Medicine and Dentistry.

Social Mission

In 1992 when NTUC Healthcare was first set up, there was public concern over the rising costs of healthcare. Given such a context, NTUC Healthcare has always placed extreme importance on the interests of its customers. To better guide it in fulfilling its social mission, it currently maintains a basket of 60 common healthcare items at the lowest prices. This helps to ensure that these common items continue to be affordable to consumers. In addition, it also provides consumers with generic products which are more affordable. These are items that contain the active ingredients present in branded items but are cheaper than branded items.

The cooperative is committed to helping Singaporeans, especially during hard times like economic downturns. In 2001, for example, the cooperative helped consumers save $1 million with a series of relief packages which included vouchers for the needy and 5% discounts on products sold in all its Unity outlets.

This year, to help Singaporeans weather the economic uncertainties, it has absorbed the rise in GST on all its medical products.

If required, the cooperative is prepared to do whatever it can to help Singaporeans better manage their healthcare costs even during economic hardship.

Coping with SARS

Since the Severe Acute Respiratory Syndrome (SARS) became a part of our vocabulary, Singaporeans have had to make adjustments to our lives. NTUC Healthcare has done everything possible to help Singaporeans better cope with SARS.

Its doctors in MHC Healthcare have been giving many talks on SARS to companies. The doctors were also asked by some employers to screen their employees for SARS upon their return from abroad.

With the rise in demand for face masks and other preventive accessories, the cooperative had worked tirelessly to secure supplies so as to meet consumer demand. As demand rose, prices started to creep up. It absorbed part of these price increases so as to continue making these items affordable.

At its pharmacies, staff help to educate customers on personal hygiene. They assist customers in understanding the differences between the various types of masks. Some even had to demonstrate how to put on a mask properly.

Said Miss Maureen Cheok: "I developed a sore throat from having to explain these to my customers. But, at the end of the day, when the customer is satisfied with our advice and with the purchase, it helps make our day."

Hygiene is of utmost importance. At its Denticare clinics, its dental surgeons and staff take extra precautions to ensure that all dental equipment and consumables are thoroughly sterilised.

NTUC Denticare continues to provide affordable dental care to our workers. Of the 120,000 patient visits last year, some 75% were from, or associated with the labour movement. Over the years, Denticare has built-up its competencies and are now able to provide the full suite of specialist dental procedures to our workers.

Looking Ahead

As a healthcare service provider, customer care is its highest priority. This philosophy drove it on a search for core values that will help rally all its employees towards this cause. Unity pharmacy division recently identified "DELITE" as its core values. The acronym stands for Dynamism, Empathy, Lifelong Learning, Integrity, Teamwork and Excellent Customer Service.

"This is part of our philosophy of engendering a service culture and an attitude for excellence. As our level of professionalism improves, we hope that our customers will be delighted with our service and care," said Mrs Cecilia Tan, Chief Executive Officer of NTUC Healthcare.

With an aging population, the healthcare industry is set to become more prominent. NTUC Healthcare - a friend in all ways.