In the first module of this short series of three, we looked at why pharmacy’s future starts online because of how patients look for services. In the second, we talked about getting your pharmacy ready for digital marketing. Now we’re going to look at how you shape the perfect patient journey, using your digital presence as a foundation. 

Walking the walk

Let’s be positive. I’m going to stage the journey as though someone was booking a clinical appointment in their local community pharmacy, but it’s an almost identical journey with a prescription.

Think about what happens when you go to your GP for a pre-booked medical appointment. You have similar expectations to those you might have if you’d booked theatre tickets. You want to be able to show up at the right time and get on with it. 

The diagram (next page) shows what a perfect journey looks like – new patients are attracted to and remain embedded in your ecosystem, rather than coming and going. They stay because they want to, not because they feel obligated to.

Let’s look at each of those points and explain the significance.