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before and after the pharmacy digital revolution
Few things altered the course of Community Pharmacy’s destiny more than the digital revolution. With the rise of technology and the ever-increasing use of the Internet, pharmacies offer more services to more people than ever before.

In this article, we’ll explore the pharmacy industry landscape before and after the pharmacy digital revolution, with a focus on the impact of digital marketing on patient behaviour and experience.

The Digital Revolution in numbers:

  • 721 million UK Prescriptions Dispensed in 2005 (Pharmaceutical Journal).
  • 1.14 billion UK Prescriptions Dispensed in 2022 (NHSBSA).
  • 56 UK Online Pharmacies in 2008/9 (Statista).
  • 375 and counting…UK Online Pharmacies (DSP’s) in 2022 (Statista).
  • 34.7million views of our Google Adverts for pharmacies since 2021.

Pharmacy in the good ol’ days…

Before the digital revolution, brick-and-mortar pharmacies provided medication and other healthcare basics to patients, with many supplementing this with convenience retail products.

Patients typically visited in person – purchasing their medication, asking pharmacist’s advice, and getting their prescriptions filled.

It was a simpler time, but it had its limitations.

  • People generally wouldn’t consider the pharmacy their first port of call for healthcare. The default for patients feeling unwell, was the doctors or the hospital.
  • Patients had absolutely no clue what was wrong with them. (Now they come in telling you the 10 different things they think it could be after they Googled it.)
  • Even if they visited the pharmacy, physically visiting can be inconvenient, and the pharmacy’s choice of products and services was limited. Pharmacies weren’t the one-stop health hubs they are today.

The Evolution of Margins on Prescription Items

Because there was only one accessible channel for prescriptions (visiting a pharmacy), the government had no option for decreasing margins on prescriptions, without risking pharmacies simply not renewing contracts and/or running them out of business.

Pharmacy was comfortable, profitable and safe.

Just because there are new digital ways of doing things, if your way of life is working for you, why change?

Three words.

Automation, Digitisation, & Competition

Any one of these on its own is enough of a driver for impacting Rx margins – and the digital revolution brought all three at once.

  • Automation, (think Prescription Collection Machines, Dispensing Robots and Packaging Machines) significantly decreases the admin, and therefore long-term expenditure on Rx work.
  • Digitisation similarly reduces the admin on many previously non-digitised tasks.
  • Competition from companies who adopt these methods earlier, especially bigger companies who can afford big investments and then lower their prices accordingly, means margins on smaller, community pharmacy independents are squeezed.

There is no solution but following suit. You cannot beat them. You have to join them. Advancing technology is inevitable.

Digitise. Automate. Compete.

And, concurrently, stop relying on prescriptions!

With margins so tight, most people are looking at private clinics now, for good reason.

But, because everyone is doing it, competition is there again.

So Digitising, automating and competing is necessary here too.

Change is the only constant

With the advent of the digital revolution, or rather, ten years after every other industry digitised, pharmacies expanded their reach and began offering a wider range of services to patients.

Many pharmacies now offer online consultations and prescription services, making it even more convenient for patients to receive the care they need.

Increasingly, selling medication and taking clinic bookings online is growing evermore easier from an administrative point of view, making it even easier for patients to access the healthcare they need.

Pharmacy is now becoming contemporary. Many of the things the public take for granted (e.g., discovering services online through Google, booking appointments and paying for them online) are becoming standard across pharmacies.

Until your pharmacy does this, don’t be surprised if your clinics aren’t filling up.

Planning on becoming an Independent Prescriber soon? Talk to us about building an Online IP Clinic, which you can manage entirely through your website.

Changing with the times

One of the most significant changes brought about by the digital revolution was the impact of digital marketing on patient behaviour and experience.

With the rise of the Internet and social media, pharmacies reach a much larger audience than ever before. Some of the data we see from the pharmacies we help is staggering. Travel Clinics, PCR testing, Ear Wax treatments…they’re driving six figures, and in some cases, seven figures in annual revenue for the pharmacies who’ve embraced the new model and invested in proper digitisation.

Digital marketing techniques such as search engine optimisation (SEO) and pay-per-click (PPC) advertising help promote products and services. This enables reaching patients who otherwise wouldn’t know a pharmacy provides these services.

The altogether necessary digital revolution

With the ever-increasing population, the old model simply wouldn’t be viable. That’s partly why Prescription Collection Points are so popular with communities – they don’t have time for queueing behind countless other people collecting their prescription at the same time.

Whilst some mourn the loss of personal patient care, however, technology actually supports more face-to-face interactions.

Think about it, how much time would you get to talk to patients if all of your patients still visited your pharmacy?

Video consultations enable personal service for people who can’t access the pharmacy for whatever reason.

Digital marketing has also changed the way patients interact with pharmacies.

Patients search for and compare services online, and are more informed and empowered when it comes to making healthcare decisions. They research different pharmacies, compare prices, read reviews and testimonials, and even talk with pharmacists online.

You aren’t just competing with other pharmacies, you’re competing with modern expectations of a service business. Booking haircuts online is possible, so why isn’t your pharmacy taking bookings online?

For pharmacies who appear online, this new patient behaviour makes winning new patients easier than ever.

In addition to reaching a larger audience, digital marketing also allows better targeting of marketing efforts for pharmacies. For example, using data analytics and customer profiling to identify specific needs of their target audience, allowing for more effective marketing campaigns and tailoring of products and services, meeting the specific needs of patients.

(Hint: If you can’t be doing with the hassle of all that analysis, why not outsource to a specialist Pharmacy digital marketing agency?

Another plus of digital marketing for your pharmacy is building stronger relationships with your patients.

Pharmacies communicating with patients via email, social media, and other digital channels keep patients informed about new products and services, as well as any changes to their medication or treatment plan.

Educating patients about various health conditions, treatments, and medications, helps improve patient outcomes and build confidence and trust in your pharmacy. All with the added benefit of letting people know that your pharmacy offers the solution!

What Next?

Whilst the pharmacy industry in the United Kingdom has undergone a significant transformation in recent years, the revolution isn’t over. If anything, it’s only just getting started.

If you’re interested in how new technology may further impact pharmacy, check out these articles:

Does your Pharmacy need to get online? Book in a consultation call with our Diagnose and Prescribe team, and start your digital journey today.

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The Evolution of Digital Health

CLICK THE IMAGE BELOW TO ACCESS THE LECTURE SLIDES

Have you ever seen the film Elysium? I love it. Not just because I’m a sci-fi nerd, but also because of the future concepts of digital health displayed throughout it, such as the medical machine in this scene. Yes, I know. It seems a bit far-fetched to suggest that a machine would be able to clear up cancer.

Or is it?

The film is set in 2154, 136 years from now. Can you imagine what we could achieve in that time considering what we’ve achieved in the last 10 years alone?

I am completely fascinated by how the digital world is being integrated into pharmacy and healthcare, an idea known as Digital Health. The fact is, the digital revolution is shaping how we look after our health and therefore, we as healthcare professionals, need to be up-to-date with the new innovations causing this shift.

I was kindly invited to speak at an event held by International Investors and Founders in Barcelona to talk about “The Evolution of Digital Health”. It was a great occasion with some brilliant speakers and I’m really happy I could provide some value for the day.

Below is the transcript of the slides above so you can understand what on digital earth I was going on about.

If you like me to speak at your event, then please don’t hesitate to contact me. Because I’d love to!

 

Slide 2

 

There was a point in time when I was 16 yrs old. One day, I came back home after school to find my brother very excited.

 

“What is wrong with you?” I said.

 

“Just have a look at this….” he proudly replied, raising his shiny new phone in front of me, exactly the same one you see on the screen in front of you.

 

I was confused yet completely blown away by what I was looking at.

 

“Mate. How am I seeing through your phone…?”

 

He looked at me slightly disappointed and said: “It’s got a camera on it, you idiot”

 

A camera on a phone. I couldn’t believe my eyes. And it was that precise, mesmerising moment of my life that gave me the sudden realisation that the world was changing big time.

 

Slide 3

 

That was almost 20 years ago. Now, I know what you’re probably thinking….how is this guy ageing so well? (Crowd goes wild with laughter) I’ll tell you my secrets after the presentation for those of you who are interested….

 

Slide 4

 

But the point I want to make here is that this was 20 yrs ago and the camera phone concept did change the world! It has revolutionised pretty much every major aspect of our lives since. The way we communicate, the way we work, the way we shop and is now rapidly advancing the way we look after our health.

 

This is the part I’m interested in.

 

Slide 5

 

Camera phones, which are now smartphones, are completely disrupting the healthcare system. Let say I’ve had a rash on my arm for 2 weeks and I now want to see a Doctor.

 

Slide 6

 

Less than 10 years ago, the only way of doing this was to:

 

  • Call the doctor’s surgery and book an appointment.

 

  • Visit the doctor 2 weeks later and get a paper prescription

 

  • And then go to the pharmacy with that prescription to collect the medicine

 

But now, because of the digital revolution, this system, although still very much in motion, seems archaic and very time-consuming.

 

Slide 7

 

Because what I can do now is simply:

 

  • Take a picture of the rash using my smartphone

 

  • Upload the image via the app where my doctor is there on a live feed

 

  • And in 2 hours, I’ll have the medicine delivered to the door of my house

 

The camera phone just made my life easier and saved the NHS time and money.

 

Slide 8

 

The combination of a digital device, such as the smartphone, and the healthcare system is a tiny part of the digital health revolution that is exploding in today’s society. As a pharmacist working in the tech industry myself, I’m extremely passionate and excited about the concept of digital health, and today, I’m going to give you a brief insight into what digital health means, how parts of it have evolved in the last decade and what the future might hold.

 

Presenting "The Evolution of Digital Health" in Barcelona, Spain.

Presenting “The Evolution of Digital Health” in Barcelona, Spain.

 

Slide 9

 

Paul Sonnier, the founder of Story of Digital Health and a person who has been working in the field for over 20 years, has defined the term “Digital Health” as:

 

“the convergence of the digital and genomic revolutions with health, healthcare, living, and society.”

 

A group on Facebook dedicated to Asthma is Digital Health. An app designed to help you improve yoga is Digital Health. A wristband that measures your heart rate is Digital Health.

 

Slide 10

 

It’s where both digital and healthcare worlds collide and overlap. And by digitising healthcare, it’s empowering us to better track and manage our own health, but also to make healthcare delivery more efficient, improve access, reduce costs, increase quality, and make medicine much more personalized and precise.

 

Now, this is a very top level description of what digital health is. Its roots extend into a complex array of factors which we will have to save for another session, but for a deeper understanding, I’d highly recommend you venture over to Paul Sonnier’s site and have a look a the information he gives there.

 

Slide 11

 

In the last decade, we’ve seen huge advancements in the digital health sphere. One of the biggest movements came right at the beginning of 2007 when the iPhone was launched and “Apps” began dominating the world. Ten years on and in 2017 alone, 3.7 billion downloads of health apps were recorded and they are now paramount in our healthcare. They help us meditate better, track our sleep, build relationships with fellow cancer sufferers and order medication super quick.

 

Slide 12

 

A couple of years later, wearable technology dented the health sector. You may have heard of Fitbit. Their first device, launched in 2009, clipped onto your trousers and tracked only your movement, sleep and calorie burn.

 

Fast forward to today and the wearable has evolved into your highly advanced health and fitness companion. Wrist-worn with high definition digital displays and a plethora of functionality including 24-hour heart rate monitoring, guided breathing sessions and dynamic on-screen workouts.

 

Slide 13

 

Right at the beginning of the presentation, I gave you the example where I was speaking to a Dr via an app. That is what we call Telehealth or Telemedicine and is now becoming much more commonplace. And rightly so. It’s saving the healthcare system tonnes of money but also improving mortality rate.

 

The rise of portal technology is allowing both patients and physicians to access medical records and interact online. By giving patients more access to their records, it’s actually empowering them to become more involved and responsible with their healthcare, and look after themselves better.

 

This decade has also seen the shift in human replacement. Self-service kiosks have replaced the registration tasks in many hospitals and GP surgeries. Not only is this saving time and money by reducing staffing levels, most patients find this an easier and more confidential process.

 

Slide 14

 

Startups in the digital health scene became more popular by the launch of venture capital platforms, such as Rock HealthIn 2014, it was recorded that over 3 billion dollars had been poured into digital health startups. The Digital Health scene was officially booming.

 

Slide 15

 

And the big health regulatory bodies around the world are now evolving with the digital revolution. Personalised medicine continues to edge closer to the forefront of the healthcare industry, and is where treatment plans will be tailored to the individual instead of a “one size fits all approach”.

 

To get to this goal, technology is advancing something called pharmacogenomics, which is helping us understand how the genetic makeup of an individual affects their response to drugs.

 

Slide 16

 

And, of course, we can’t forget about Social Media either. Social media has also been a huge driver in the advancement of digital health. PatientsLikeMe, launched in 2004, is a social platform that helps connect people with medical conditions and now have a user-base of over 600,000 people worldwide with over 2,800 conditions. Not only do these people feel more connected, the data that this company has collected is being used to develop better healthcare services and devices, which is ultimately improving people’s lives.


And there’s the big word…DATA. It’s all about data. The more data we are collecting in the healthcare space, the more amazing things we can be doing with the technology we have and will build.

 

Slide 17

 

So, what does the future of digital health look like? Well, of course, I can’t and no one else in this room can be sure what it’s going to look like exactly. However, it’s the prospects of things like Artificial Intelligence, Big Data and Machine Learning that can certainly give us an indication of what the future might hold.

 

Slide 18

 

Dr Meskó Bertalan of The Medical Futurist sums up really well how Artificial Intelligence (AI) is being applied to the healthcare sector and what will come from it in the very near future.

 

  • One of the most obvious applications of AI is data management. Google, through Deep Mind, is already using AI to mine medical records in order to provide better and faster health services.

 

  • It’s also being used to develop treatment plans. IBM’s Watson has the ability to assess clinical records and actually choose a treatment plan for a cancer patient.

 

  • One of the big ways it will help the medical sector is by assisting in repetitive tasks. Medical Sieve, is an algorithm, again launched by IBM, that is currently helping cardiologists make clinical decisions quicker and easier. This technology will no doubt take over basic decision-making, leaving the clinicians with only the most complicated of cases to deal with.

 

  • AI is now being used to triage patients. Babylon is an app that allows patients to enter their symptoms, and based on the answers, your medical history and common medical knowledge, will actually tell you what you should do and where you need to go. This kind of technology will look to save the NHS millions of pounds each year through unnecessary GP and A&E referrals.

 

  • And AI is also being applied in the creation an manufacture of drugs. This is revolutionary because drug testing often takes years to complete. With the use of AI, lots of time will be saved in the process, and therefore millions of dollars too.

 

Digital is impacting healthcare on a huge scale and as we head into the future, it will become more and more integrated. It makes complete sense. It’s going to save us time, money and ultimately improve our health.

 

Slide 19

 

But where does it stop? How intelligent are they going to become? Is this the beginning of the rise of the machines?

 

I’ll let you and Arnie ponder over those questions.

 

Slide 20

 

Thank you. For more information on how I’m helping the pharmacy sector in England, please visit Pharmacy Mentor. Please feel free to connect with me on Facebook and LinkedIn too.

 

Best,

 

Saam

 

 


 

If you’d like to talk to me about getting digital, or anything related, please feel free to contact me and I’d be glad to assist you. Also, don’t forget to check out The Ultimate Guide to Driving Your Pharmacy Business in the Digital Age, a free 70-page manual, that is really helping pharmacists understand the importance of going digital and how to create a strategy going forward.

Thanks for visiting and see you in the next learning module!