Challenge
The Dermatology Partnership operate multiple in person clinics across England that previously only performed face-to-face consultations with their patients. The advent of COVID-19 meant that The Dermatologist Partnership had to pivot quickly to offer digital consultations to their patients. After setting up the appropriate systems to carry out remote consultations, the patient journey / experience was severely hindered with delays in providing the patient with their private prescription.
Providing virtual consultations was only one piece of the puzzle. Enabling patients to access their treatment quickly was a vital component of the overall patient experience.
Before partnering with Phlo Connect, each individual clinic of The Dermatology Partnership posted the paper prescription to the patient. This was a time-consuming process and severely delayed patient access to treatment. Once the prescription had been issued, there was a complete lack of visibility over the patient’s post-consultation experience. This increased pressure on customer service teams, liaising with multiple pharmacies across multiple clinics, increasing the administrative burden on clinicians and operational support teams.
The operational challenges associated with running multiple clinics with different processes and patient bases accelerated the need for more streamlined solutions across all their clinics. If a patient had to travel to a physical pharmacy to collect their skin care treatment, there would be no guarantee the items would be in stock or the price being charged to the patient.The Dermatology Partnership began searching for a pharmacy partner who could provide a seamless digital experience, the best possible patient care and a personalised approach to planning and treatment.
