Boots unveiled plans in May to transform its pharmacy offering, including the installation of “express” pick-up lanes, with a publicised “promise that customers can pick up their prescriptions in two minutes or less”.
Speaking to C+D at the preview of Boots’ “store of the future” in Covent Garden, London, last month, Stephen Watkins, director of pharmacy items and digital healthcare business lead, said feedback from patients so far had been “mixed”.
Customer care scores across the 600 pharmacies with express lanes was “5% up” on the previous year, he claimed, and “the majority of the comments we've had back so far are positive”.
However, just “putting a sign up” to advertise the service “doesn't necessarily change everything”, Mr Watkins added. “It’s about the conversation that the [Boots staff member] has with the customer. So we get comments, and they are mixed.”
The multiple has attempted to make the new pick-up process “as clear as it can be” for patients, he added.
Once a patient signs up to the service, they receive a text message directing them to go to the express pick-up counter, Mr Watkins explained.
“But it is really about how we work with our colleagues to make sure we provide the best service,” he added.