On a personal level, it is great to see Phlo rated as “Excellent” on Trustpilot and the positive impact our service has had on the health of our patients is fantastic. We have adopted tools such as Trustpilot to allow our patients to provide honest feedback about our service so we can improve our offering. ![]() The whole team at Phlo is responsible for delivering on this which has helped establish trust with our patients and potential patients. Our “north star” at Phlo is providing superior patient care and service. In general, the healthcare sector is very much based on the level of trust between the patient and the service provider. ![]() As a new business in the healthcare space with no track record in the Pharmacy sector, we had to and still have to work very hard every day to ensure Phlo is delivering the service we promised to our patients. A user-centred design approach in healthcare is vital for long-term adoption and the retention of users.Įstablishing credibility and trust. Great Design: your service/product has to be easy/intuitive to use removing any frictions from the process that may stop patients/customers from adopting or continuing to use the product or service.Great engineering is the platform for your innovation to grow and disrupt an existing market/sector. If your service/product is not built to be robust and scalable it doesn’t matter how great your innovation is, it will fail. Great Engineering: assuming your innovation is a digital one, great engineering is key to ensure your product does what you say it does.Your product or service should always be laser focused on delivering this outcome. For a healthcare innovation to stand the test of time your offering must genuinely improve the patient and/or clinician experience. Great Patient/Customer Service: your innovation must provide the best in class in terms of patient/customer experience.In my opinion, all three pillars must be present for a truly world class digital healthcare experience. However, at a very high level anyone trying to innovate in the healthcare space regardless of what service/product you are developing never forget the “three pillars of digital healthcare”. There is so much to learn when trying to disrupt an existing sector or bring new innovation to the market. What three bits of advice would you give budding innovators? Phlo launched its service in London in late 2019 and was the first online pharmacy to offer such a service. Nadeem decided that Phlo needed to have Pharmacy hubs in every city Phlo operated in providing an on-demand, same-day service with its own couriers delivering medication to our patients. However, it was clear that one of the major barriers to wider patient adoption was the uncertainty around receiving medication in the post. ![]() The online pharmacy market in the UK is still in its infancy. Nadeem had seen far more advance digital pharmacy services in the USA which focused on providing a superior patient experience. Nadeem Sarwar who founded Phlo Digital Pharmacy had a regular monthly prescription and was frustrated with the pharmacy experience which didn’t suit his lifestyle: rigid opening hours, stock shortages, queues, incomplete prescriptions and numerous trips to the GP. Phlo Digital Pharmacy allows consumers to manage their NHS and private prescriptions online, track the order in real-time and have it delivered within hours via Phlo’s same-day delivery service. Tell us about your innovation in a sentence Phlo combines technology with outstanding patient care to offer consumers the pharmacy experience they deserve.Pictured above: Adam Hunter, Chief Commercial Officer at Phlo Digital Pharmacy. ![]() Knowing that most consumers select a pharmacy due to convenience rather than the overall experience, this was our opportunity to highlight that Phlo can provide both. The USP of this service was that medication could be delivered same day within 4hours of ordering, so we made sure this key message was the driving force of the PR campaign. Therefore, we needed to shout from the rooftops that this brilliant new service was becoming available for the first time outside of London exclusively for Brummies’ enabling them to take advantage of an exciting new pharmacy experience. However, increasingly more patients are realising the benefits and convenience of managing their healthcare digitally, as highlighted by the recent pandemic. Secondary research highlighted that not many people would actually recommend their pharmacy but typically stay loyal to them due to ease and convenience of location.
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