Manchester

Well Pharmacy

Healthcare retail to lift the spirits

OBJECTIVE

Inspiring wellness by reducing friction

Reducing wait time and accelerating access to services was fundamental to this healthcare proposition. We created a system that services people faster and an environment that inspires health. This new concept is set to re-shape the pharmacy sector.

Seamless service, empathetic efficiency

UNPACKING HEALTH

Mapping Behaviours

Delivering on the promise to serve each patient in under three minutes was no easy task. We unpacked every element of the pharmacy service, from prescription preparation to dispensary processes and service behaviour.

The outcome

Re-setting the standard nationally

The 'Essential Pharmacy' concept is now the template for the rest of the Well estate of over 700 branches in the UK. Improving the customer experience, re-engineering the store's operation and seamlessly integrating digital has exponentially improved performance and customer experience. 

Well Pharmacy has been shortlisted in a number of national and international retail awards, due to be announced later this year.

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