Due to the impact of the Covid-19, Watsons launched the e-Doctor program to allow users to have one-on-one online consultations with doctors. This chronic disease management service enables patients with long-term conditions to have online follow-up consultations without the need to queue at stores, making it more convenient and efficient.

Patients with chronic conditions have traditionally needed to visit clinics to obtain their regular long-term medications. This process is different from seeing a general practitioner, as it requires referral letters and medical documentation. Additionally, considerations for payment and waiting times to see a doctor necessitate adjustments to the typical consultation process.