Customer stories
Manchester pharmacy on track to increase appointment revenue by nearly 300% with the help of Patient Access for Professionals
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Zeshan Rehmani, a passionate pharmacist, embarked on his entrepreneurial journey in 2015 by opening an online pharmacy. Year on year, he experienced growth but he realized that online hindered the potential of growing his business into services.
Determined to expand the possibilities of further growth, Zeshan became an advanced practitioner in clinical pharmacy, allowing him to become a prescriber, and he bought a bricks and mortar pharmacy in central Manchester in August 2021. He was interested in increasing customer loyalty, gaining new customers, and expanding his services offering without relying on footfall alone.
“As the pharmacy is in a city centre location, it benefits from passing footfall, but I wanted to drive more customers beyond that, increase word of mouth, and become a well-rounded pharmacy which dispensed, but offered worthwhile options for additional services for my customers.”
Discovering PA Pro
That year, Zeshan attended The Pharmacy Show, it was there that he discovered the EMIS stand and Patient Access for Professionals (PA Pro), a digital platform which is designed to help pharmacies list and manage their services.
With a plethora of features, Patient Access connects to PA Pro, and enables patients to request repeats via their GP to their nominated pharmacy, with the peace of mind their information is secure, and it’s easy to log in using their NHS number or email address.
Not only that, but the app gives patients the ability to book services in their area – giving them access to appointments usually reserved for their GP surgery or by enquiring at their pharmacy over the phone or in person.
Intrigued, Zeshan signed up for the service, hoping it would give his business the boost it needed. “I felt PA Pro combined the benefits of both online and offline, customers can book at a time suitable for them in Patient Access, from the comfort of their own home. They can pay via the app, saving time at the pharmacy, and I can offer services in store and ensure I’m properly staffed during busy periods.”
“I felt PA Pro combined the benefits of both online and offline, customers can book at a time suitable for them in Patient Access, from the comfort of their own home."
Initially Zeshan encountered some difficulties, he wasn’t pulling in the volume of customers he hoped for: “I didn’t know what was going on. In theory, I should have seen a jump in visitors to the pharmacy.”
When Claire, Zeshan’s account manager at Patient, analysed the services available in Zeshan’s area, she noted the similarity of offerings in the vicinity and a gap for other requested services. The next step for Zeshan was to ensure his pharmacy's information was up to date, and to modify his services based on demand.
Seeing results
By identifying gaps in the market and introducing new services that aligned with customers' needs, Zeshan witnessed a steady increase in revenue. He said: "I saw the biggest jump when there was an increase in Strep A over winter 2022/ 23 and my sore throat consultations brought in the most appointments. They accounted for over 60 percent of my consultations in 2022 and is still the most popular service in 2023."
By halfway through 2023, Zeshan had nearly delivered double the appointment revenue he’d seen in the whole of 2022.
Zeshan's implementation of PA Pro into his business, combined with the invaluable support from the PA Pro team, has turned his pharmacy into a thriving and innovative healthcare hub. By halfway through 2023, Zeshan had nearly delivered double the appointment revenue he’d seen in the whole of 2022. By leveraging the platform's capabilities, Zeshan refined his services, increased customer engagement, streamlined workflow and significantly boosted his revenue. Today, Zeshan's pharmacy stands as a testament to the transformative power of technology and tailored customer experiences.