Watsons launches Singapore’s first pharmacy eConsultation

It targets busy professionals and people who want privacy.

Watsons has launched Singapore’s first eConsultation service run by retail pharmacists, marking a shift by the health and beauty chain toward digital healthcare and signaling broader ambitions beyond its brick-and-mortar footprint.

The service allows customers to speak directly with pharmacists at Watsons, which is operated  by the AS Watson Group, through virtual consultations for minor ailments and product guidance.

The initiative reflects changing consumer preferences for faster, more convenient healthcare access, Mariam Alkhatib, operations and pharmacy practice controller at Watsons, told Retail Asia.

“Customers today want immediacy, clarity, and trusted guidance,” she said in an emailed reply to questions. “Many deal with minor ailments that can be managed with over-the-counter solutions but still require reassurance from a qualified professional.”

The feature targets a wide range of users such as busy professionals who struggle to visit clinics, caregivers seeking urgent advice for children or elderly family members, and people who prefer private discussions about symptoms they find uncomfortable to raise in person.

Alkhatib said rising acceptance of remote services in daily life shows consumers are ready for digital formats that reduce travel time and simplify decisions.

The launch comes as Singapore’s pharmaceutical market expands. The sector was valued at $7.4b last year and is projected to reach$12.19b by 2033, according to IMARC Group. The research firm attributes the growth to a skilled workforce, rising healthcare demand, technology adoption, and deeper industry partnerships.

Through Watsons’ platform, customers can seek advice on cold symptoms, skin reactions, supplements, and minor digestive issues. After the consultation, users may buy recommended products online for home delivery or pick them up at stores. The system also directs customers to in-store services such as flu vaccinations when needed.

The eConsultation platform is fully integrated with Watsons’ retail and logistics network. Alkhatib said the digital service is intended to complement, not replace, in-store pharmacists, who remain available for face-to-face guidance.

Early use shows strong engagement, particularly on medication-related queries, she said, though it is too soon to provide projections. To prepare for launch, Watsons conducted iterative testing and customer trials to address privacy, compliance, and workflow concerns for pharmacists.

The initiative forms part of a broader multi-year plan to build a connected health and wellness ecosystem combining professional advice, curated products, and personalised support across online and offline channels. Watsons aims to expand the service to cover chronic condition management, smoking cessation programs, and prescription-related support.

The eConsultation model is already used in Malaysia, Indonesia, and the Philippines.

"As with any health service, further expansion will always be guided by the regulatory landscape, customer needs and expectations around pharmacists’ roles in each market,” Alkhatib said.