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UK-based Babylon is one of the world’s leading digital health companies covering the lives of over 20 million people around the world. COVID-19 resulted in an explosion in the demand for telemedicine services to help patients access vital healthcare services.
Babylon wanted to increase the visibility it had on the patient journey with an integrated online pharmacy provider which offered Babylon visibility on the patient journey post-consultation.
This lack of visibility of the patient journey post-consultation added to the work load of Babylon’s customer service team who were having to manage the process with multiple Pharmacies on top of managing clinical queries from patients.
The Babylon team sought to improve the patient experience by removing the uncertainty for patients when travelling to a pharmacy where there was no guarantee of stock availability or the cost of the medication.
Babylon recognised the need to create an end-to-end solution that would give them more visibility and control over the patient experience. They also wanted to offer their patients a digital pharmacy experience that was convenient, safe and reliable.
Babylon required a trusted digitally enabled pharmacy partner that could handle prescriptions at volume and dispense and deliver medication quickly to their patients.
Phlo Connect worked closely with Babylon to understand their existing patient and prescriber pain points. The Phlo Connect team created user journeys that would seamlessly connect Phlo’s pharmacy platform with Babylon’s existing infrastructure.
These bespoke user journeys meant that a Babylon clinician could issue a private prescription which a patient could then immediately arrange delivery via a simple one-page checkout process. Once the patient had completed the order, they could track the progress of their delivery in real-time.
In London, Phlo’s same-day delivery service meant Babylon patients could book a same-day delivery slot with an average delivery time of less than four hours.
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Prescriber has a clinical consultation with patient
Prescriber sends prescription seamlessly to Phlo
Phlo processes the request and dispenses patients medication
Phlo organises fast and safe delivery to the patient
Prescriber has a clinical consultation with patient
Prescriber sends prescription seamlessly to Phlo
Phlo processes the request and dispenses patients medication
Phlo organises fast and safe delivery to the patient
By Partnering with Phlo, Babylon now offers an industry-leading end-to-end digital healthcare experience for their patients, from initial consultation to medication delivery. Babylon is one of the first digital health companies in the UK to offer this service.
Phlo’s integrated pharmacy service offers Babylon patients reliability, convenience and speed at the touch of a button.
Babylon’s partnership with Phlo Connect has significantly reduced the administrative burden on Babylon’s customer service and clinical personnel enabling their team to focus on other priorities.
The number of complaints that Babylon has received due to prescription issues has reduced and the new service has improved the overall patient experience.
“ Since Phlo has become our official pharmacy partner, we have significantly improved our end-to-end patient experience and have witnessed some great operational efficiencies. The Phlo team are great to work with and took the time to understand our patient/clinical journeys to deliver a convenient pharmacy solution for our patients.
The standard of service Phlo offers our patients is fantastic and its reassuring to have a reliable and clinically focused partner to dispense and deliver prescriptions for our patients.”
“Very convenient to use. I have used Phlo together with online medical services such as Babylon where I can get the prescription delivered to my house.
In addition, I have now linked Phlo to my GP so that I can request repeat prescriptions directly. The prescriptions are always very quick and often on the same day.”
