News /
Blogs / 16.05.2024
Pioneering frictionless retail in UK healthcare
24/7 foodservice for patients and staff is now an essential requirement for all NHS acute hospitals – but how Trusts deliver this is open to interpretation, and offers huge scope for innovative thinking.
When our NHS partners asked us for a solution, our immediate thought was: How can technology deliver round-the-clock choice and availability cost-effectively? The answer is our new frictionless store proposition, Market Express, a concept that largely looks after itself, so Trusts can focus on treatment priorities.
In this frictionless store that incorporates Amazon’s ‘Just Walk Out’ technology, shoppers swipe their credit or debit card, or mobile wallet as they go in. The technology embedded in the store registers what they choose, and then their accounts are charged automatically as they leave.
There are no checkouts or queues – which is ideal for time-pressed staff - and the store technology takes care of all stock monitoring and inventory management. This near-real-time data tracks consumers’ preferences closely, so each site can precisely tailor its offering to its customer base. Potentially, the site can build on this knowledge to offer personalised recommendations and promotions to customers in the future.
Automation and technology-driven processes boost overall operational efficiency by reducing the need for manual tasks. This can lead to cost savings and more streamlined operations.
From a wide range of healthy hot and cold food-to-go, essential groceries to take home and even toiletries – the store supports staff, visitors and mobile patients with everything they need to make their day (or night) easier. Easy access to what they want creates happy customers who want to come back, a low-stress shopping experience increases the chances of browsing and impulse purchasing and standout within the local area can deliver competitive advantage – all powerful routes to building sales and profitability.
The Shrewsbury and Telford Hospital NHS Trust is the first UK healthcare site to launch Market Express, and the results have been phenomenal.