Old Pharmacy vs New Pharmacy – How are you Operating?

In the ever-evolving industry of healthcare, pharmacies stand at the forefront of a significant transformation. The traditional, manual methodologies of old pharmacies are giving way to a new era of streamlined, digital operations. This transition not only boosts operational efficiency but also expands the range of services and improves patient engagement. Here we delve into the profound differences between old and new pharmacies across various dimensions of operations.

Old vs. New Pharmacy: What Are The Differences

Operations Overhaul: The Digital Revolution

• Old Pharmacy: Manual data entry, reliance on paper folders, sticky notes cluttering desktops, and limited computer use for Patient Medication Records (PMR).
• New Pharmacy: Embracing digital advancements with electronic record-keeping, cloud-based storage, advanced integrative PMR systems, sophisticated websites and/or apps, digital communication with patients, adoption of multiple payment methods, and the implementation of Customer Relationship Management (CRM) systems.

Service Spectrum Expansion: Beyond Medication Dispensing

• Old Pharmacy: Primarily focused on dispensing NHS items, New Medicine Service (NMS), and NHS Flu Jabs.
• New Pharmacy: A dynamic shift towards hybrid services, combining NHS and private offerings. This includes services such as travel clinics, ear wax removal, blood testing, weight management programs, pain clinics, Prescription Only Medicines (POM) treatments, and a commitment to providing complete holistic healthcare.

Patient Engagement Revolution: From Counter Interactions to Multi-Channel Engagement

• Old Pharmacy: In-person interactions at the counter with minimal focus on customer loyalty programs.
• New Pharmacy: Embracing a multi-channel approach to patient engagement, fostering full team involvement. This includes real-time communication through WhatsApp and live chat, implementation of digital loyalty schemes, strategic email marketing, maintaining a robust social media presence, and offering mobile apps and online portals for enhanced accessibility.

Convenience Redefined: 24/7 Accessibility and Delivery Services

• Old Pharmacy: Restricted prescription collection hours, phone-based prescription ordering leading to a flood of calls, and a lack of delivery services.
• New Pharmacy: Redefining convenience with 24/7 prescription collection, an online platform for ordering and tracking prescriptions, multi-channel communication options, offering delivery/postal services (both paid and free), and introducing automated feedback systems to enhance the overall patient experience.

Patient Care Transformation: Pharmacists at the Frontlines of Healthcare

• Old Pharmacy: Pharmacists often situated in the background, with minimal team education, limited patient education efforts, and infrequent patient interactions.
• New Pharmacy: Placing pharmacists at the forefront, emphasising continuous learning and development, maximising patient interactions, embracing digital healthcare initiatives, fostering connected healthcare approaches, and implementing ongoing healthcare tracking systems.

Business Model Evolution: From Brick & Mortar to Omni-channel Presence

• Old Pharmacy: Traditional brick-and-mortar establishments confined within four walls, catering to a one-mile radius catchment area, and limited scalability.
• New Pharmacy: A paradigm shift towards embracing both in-person and online models, adopting an omni channel presence, expanding the catchment area to 15 miles, and focusing on unlimited scalability through digital avenues.

The New Pharmacy Mode, curated by our CEO, Saam Ali

Negative Implications of the Old Pharmacy System

The traditional pharmacy system, rooted in manual processes and limited technology, is laden with various drawbacks that hinder both operational efficiency and patient care. Manual data entry and reliance on paper records not only increase the likelihood of errors but also slow down the overall workflow. Storing patient information in paper folders and relying on sticky notes on desktops made information retrieval a time-consuming and sometimes chaotic process.

Basic desktop Patient Medication Records (PMR) lack the comprehensive capabilities offered by advanced systems. Additionally, the constant disruption caused by phone calls further impedes the smooth functioning of the pharmacy, leading to delays and potential errors in service delivery. These inefficiencies not only compromise the accuracy of patient records but also limit your profitability and ability to spend more time with patients.

Positive Implications of the New Pharmacy System

The adoption of modern pharmacy systems represents a paradigm shift that brings forth a multitude of positive implications for both pharmacies and patients.

The transition to digital record-keeping and cloud-based storage enhances data accuracy, streamlines operations, and enables seamless information retrieval. The implementation of advanced integrative Patient Medication Records (PMR) systems and sophisticated websites and applications empowers pharmacies to offer a broader spectrum of services, from travel clinics to weight management programs.

Moreover, digital patient communication channels, multiple payment methods, and Customer Relationship Management (CRM) systems enhance patient engagement and satisfaction. The introduction of online prescription ordering and tracking, coupled with 24/7 accessibility and delivery services, redefines convenience for patients. Pharmacies harnessing these advancements not only provide more comprehensive and efficient healthcare services but also contribute to the overall modernisation and improvement of the healthcare industry.

Are you operating Old or New?

The metamorphosis from old-school pharmacy practices to the adoption of new, technology-driven models is pivotal in ensuring that your pharmacy both survives and thrives in this economy. It is imperative for pharmacies to adapt and incorporate new and transformative practices.

If you’re keen to find out more about how you can revolutionise your pharmacy, be sure to get in touch with our team today.