These siblings constructed a “pawlyclinic” for pets in Singapore


Dr. Rachel Tong’s love for medication and animals stemmed from her childhood, therefore changing into a veterinarian was the plain profession alternative for her. Together together with her brother, Junyong, they grew up with a ‘mini zoo’ at house with no fewer than 10 pets. 

When the primary canine they adopted handed away because of nostril most cancers — which was detected too late — it additional spurred on Rachel’s urge to develop into a vet.

This later bloomed right into a latest enterprise thought, because the siblings launched Pawlyclinic in September 2021, an on-demand pet healthcare platform. It goals to repeatedly enhance the standard of life for all pets by serving to pet dad and mom proactively handle their pets’ well being. 

Screenshot of Pawlyclinic’s important web page

Route to digitising vet care

Rachel’s first-hand encounter with the struggles within the pet trade arose from operating Pawlyclinic’s affiliate vet apply, Spring Veterinary Care. This was one in every of the important thing aspects pushing her to establish her enterprise.

Her brother additionally left his Vice President place with Citibank’s Investment Banking Division to launch Pawlyclinic alongside her.

pawlyclinic Dogs on the ready space in Spring Veterinary Care, Punggol / Image Credit: Spring Vet Care

The important thought for Pawlyclinic crystallised after seeing the assorted ache factors for each pet dad and mom and vet care suppliers in the standard vet setting.

These obstacles included difficulties in getting an appointment, restricted 24-hour and emergency vet companies, stress skilled throughout journey to and from clinics, in addition to lengthy ready instances. There was additionally no environment friendly means of storing well being information for pets.

On the opposite hand, vets would discover themselves overwhelmed with in-clinic consultations. They additionally had a necessity for expertise to ship extra complete and steady care to pets, effectively extending past the partitions of their clinics. 

COVID-19 additional exacerbated these obstacles. Combined with the numerous development in pet possession charges, vets have been noticing that pet dad and mom would take a extra reactive method towards their pet’s healthcare. This meant they might solely go to the vet when signs surfaced. 

Unfortunately, this is commonly too late. An outdated saying goes ‘an oz of prevention is value a pound of remedy’. Whatever healthcare regime we undertake for ourselves, we’re more likely to do our greatest and the identical for our furkids. However, it is commonly impractical and even difficult to make a visit to see the vet each time you have got a matter about your pet’s well being.

– Rachel Tong, Co-Founder and Chief Veterinary Officer of Pawlyclinic

As such, Pawlyclinic’s purpose is to remove the ache factors skilled when seeing a vet historically. It’s about making vet care omnipresent, easy, and environment friendly for all pet dad and mom by first enabling vets and vet practices to go digital.

A one-stop pet healthcare platform

Pawlyclinic is analogous to ‘Airbnb for vets and vet clinics’, whereas a standard vet clinic could be like a resort. A conventional vet or vet clinic is concentrated on the precise supply of healthcare to pets — simply as inns present lodging to friends — whereas we’re centered on repeatedly utilizing expertise and innovation to enhance entry to high quality pet healthcare and the general vet care expertise.

– Tong Junyong, Chief Executive Officer (CEO) of Pawlyclinic

To simplify the consumer expertise, Pawlyclinic runs on an built-in platform cut up into two important portals: Owner and Vet.

pawlyclinicPet dad and mom can entry their pet’s particulars by means of the proprietor portal

Within the ‘Owner Portal’, pawrents have entry to pet telemedicine, in-clinic vet care, prescriptions, and digital well being information for his or her pets. They may seek the advice of a vet on-line at their comfort, and have their pet’s medicine delivered to their doorstep. 

If additional in-clinic care is required, homeowners are seamlessly referred into Pawlyclinic’s community of affiliate and associate clinics.

Vets can practise vet telemedicine by way of the ‘Vet Portal’, obtain and organise bodily appointment requests, subject digital prescriptions, in addition to present and retailer medical information of their sufferers. 

This helps improve in-clinic capability, reduces human site visitors, eases administrative burdens confronted by their nurses, and permits them to satisfy their purpose of delivering complete care to their sufferers at any time. 

pawlyclinicScreenshot of the vet portal interface

“We designed the platform with the purpose of incomes the standing of being pet dad and mom’ trusted healthcare associate as they undergo life with their furkids. This meant we would have liked the best-in-class group of vets, the flexibility to decide on the proper vet, on-demand entry to a vet, omnichannel platform to supply entry to end-to-end vet care, and digitised long-term prescriptions,” Junyong continues.

How to make use of Pawlyclinic?

First-time customers or pet homeowners solely have to undergo 5 easy steps to navigate Pawlyclinic. They can have to enroll by way of the pet mum or dad portal on the web site earlier than looking for the proper vet or vet clinic by speciality, availability or expertise. 

Following which, all they need to do is about a date and time as per pet homeowners’ comfort, and guide an appointment — both by means of video session or in-person on the clinic.

In order for the group to totally help, pawrents need to add related medical stories and pictures, in addition to describe their pets’ signs. Payment is to be made on-line to verify the appointment.

pawlyclinic Teleconsultation report and value breakdown / Image Credit: Pawlyclinic

Vets on the platform set their very own availability for consultations, so at any time limit, the provision of the several vets will differ.

However, Pawlyclinic ensures at anybody time, they are going to have vets from each Spring Veterinary Care clinics in addition to different of its most lively companions on the platform. Its vets are at present accessible until 2am each day, although it’s working in direction of having vets accessible round the clock.

The session charges differ relying on the vet and vet clinic, but it surely begins from S$37 per session for a pet.

If a furkid wants in-clinic care, Pawlyclinic facilitates the referral in-app, and offsets the teleconsultation charge in opposition to the full in-clinic invoice. This is so long as the go to takes place inside 48 hours of the video name, so pawrents keep away from being double-charged for the follow-up service. 

Prescriptions are charged individually, relying on the medicines prescribed. it’s worthy to notice that Pawlyclinic presents free supply of prescriptions to pet dad and mom with no minimal order. 

pawlyclinic Pawlyclinic’s teleconsultations may be finished anytime, anyplace / Image Credit: Pawlyclinic

For teleconsultations, homeowners will be a part of the video session by way of the pet mum or dad portal. Rachel advises future customers on issues to be aware of earlier than a scheduled session.

“We advise pet dad and mom to make sure they’re in a brightly lit space. Using a cell phone will present higher video decision as compared to a laptop computer. It’s additionally simpler to manoeuvre cell phones round so homeowners can present affected areas higher,” she says.

“Prior to the session, homeowners must also have uploaded all related stories reminiscent of blood assessments, X-rays, and images of their pets’ stools, urine, or pores and skin drawback space. They must also have any medicine that’s prescribed to their pet available to point out the vet as effectively.”

Pet dad and mom choosing a bodily go to will simply have to point out up with their furkid. Since they’ve booked a time previous to the go to, ready time is minimised.

A group with a shared imaginative and prescient and mission

Both co-founders drive the enterprise day-to-day of their respective roles. As the CEO, Junyong drives and executes strategic course and tech initiatives. He can be answerable for budgeting and forecasting, in addition to constructing and main the general group. 

With Pawlyclinic introducing a variety of digital companies for pets, its group must be conceptualised with care.

“When constructing the group, we talk to potential hires our mission and imaginative and prescient, and promote our story. We present them how we’re going to be altering the pet healthcare expertise for the higher by means of using expertise and innovation,” explains Junyoung.

“We need individuals who consider within the mission and imaginative and prescient as a lot as we do. When they arrive onboard as a result of they would really like to execute the mission with us, reasonably than for compensation and advantages, we all know they’re more likely to be teammates who will go the gap with us and construct the enterprise.”

pawlyclinic A screenshot of a number of the vets accessible, and their backgrounds

Meanwhile, Rachel leads all medical facets of the enterprise, together with creating and executing its veterinary companies technique in Singapore and throughout the area. She additionally oversees operations and branding of Pawlyclinic’s telemedicine companies and different choices.

Additionally, she performs a key function in educating fellow vets on how Pawlyclinic can complement in-clinic care and allow proactive healthcare.

However, not all are receptive to Pawlyclinic’s imaginative and prescient and mission. In truth, one in every of the most important misconceptions of vets and vet clinics is that teleconsultations add to their already-heavy-in-clinic workload.

“Pawlyclinic [actually] streamlines their workload and doubles their capability. They’ll have the ability to make use of telemedicine to deal with normal check-ups which don’t require bodily examinations or vaccinations, post-surgery evaluations and follow-ups, long-term house and palliative care, in addition to different minor situations,” debunks Rachel.

“This means they’ll additional dedicate their time to specializing in extra advanced circumstances, therapies, and surgical procedures inside their clinics as a substitute of getting each case — large or small — come by means of.”

Driving consciousness of proactive healthcare

Pawlyclinic has but to succeed in a 12 months available in the market, and as with every latest initiative, it encountered some challenges previous to its launch course of, which exists until in the present day.

It faces two important challenges: firstly, driving consciousness of the significance of proactive healthcare, and secondly, encouraging the adoption of telemedicine and different expertise instruments in proactive healthcare.

“With the previous, we search to persistently educate pet dad and mom on why proactive healthcare is significant. For instance, canine age at a quicker charge than people. Hence they need to see their physician extra typically than we see ours,” says Rachel.

“If they solely go to their vets every year, that’s akin to us getting a normal check-up each 4 to 5 years. The fast ageing makes preventive well being care much more vital.”

She additionally emphasises Pawlyclinic’s purpose to construct belief and credibility amongst pawrents and vets. She acknowledges that with any modern expertise, there may be an adoption curve as most are cautious of utilizing latest expertise, particularly relating to one thing as vital as healthcare. 

“One of the most important issues we attempt to do is enlist the assistance of key opinion leaders to light up the advantages of Pawlyclinic and the way we is usually a trusted healthcare associate.”

“We additionally obsess over offering pet dad and mom in addition to vets the most effective attainable expertise — each on-line and offline — each time they interact with us on the platform. There could be very little room for error, as even one dangerous expertise when utilizing latest expertise is sufficient to put folks off and discourage them from persevering with to make use of it.”

Despite its many ongoing challenges, Pawlyclinic’s response has been encouraging. Its compound month-to-month development charge from September 2021 to May 2022 has been 30 to 40 per cent throughout the variety of lively customers, consultations, crammed prescriptions, and the gross transaction values for each consultations and prescriptions crammed.

Utilising expertise in the worldwide market

Aside from aiming for across the clock vet care, each Rachel and Junyong are assured that the platform can be extremely wanted in different international locations regionally.

Pet dad and mom in different international locations face plenty of the identical ache factors as pawrents in Singapore. There are cases by which the variety of vets-to-pets ratio is considerably decrease, indicating lack of entry to pet healthcare.

“Many international locations in Southeast Asia have giant pet populations, but comparatively low pet care spending per capita. It signifies vital under-penetration and large potential for development. The area additionally boasts a number of fast-growing web economies with younger and digitally-savvy populations who will undoubtedly admire the comfort of telemedicine for his or her pets,” says Junyong.

Sharing future plans, the sibling group says they’re centered on increasing to neighbouring international locations, bringing pet healthcare experience from Singapore to the area. The abroad foray will start with Indonesia, the place they’re imminently launching. 

Any further options for Pawlyclinic may also observe its mission carefully: to repeatedly drive enchancment in the standard of lifetime of all pets by serving to pet dad and mom proactively handle their pets’ well being. 

Featured Image Credit: Pawlyclinic