a new era of community pharmacy: connecting strategy with community for lasting impact
the challenge
Our client was navigating troubled waters. The pharmacy sector in the UK was becoming increasingly crowded and complex, with new market entrants, changes to funding models and rapidly shifting customer expectations. They needed a new strategy with a clear customer value proposition that would enable improved patient outcomes and growth in pharmacy-led healthcare across the country.
Ultimately, they needed to turn market share decline into to profitable growth, all with the end-customer in mind.
the results
A strategy and recommendations which evolved the store operating model, positioning the pharmacy as a trusted community healthcare provider
Actionable options to embed in store and digitally enabled patient-back propositions and solutions
Efficiency opportunities which would free up capacity, enabling staff to pilot innovative wellness services directly benefiting patient and community health.
the process
Building a rich picture of the World of 2030 initiated the new strategy. We projected a story of changes in funding models, customer behaviour, the future of work, and more, using proprietary and external data to highlight key shifts ahead. These insights were mapped onto the organisation's operating model and explored visually through workshops with key stakeholders, encouraging a shift from projecting today’s world onto the future. We helped our client to break through the presentism bias. By examining future possibilities, we brought clarity to their strategy and addressed critical decisions. Together, we developed and tested new propositions. A live, visual document displayed on a project room wall encouraged open sessions with leadership, fostering engagement and refining our evolving understanding of the business’s future impact.
The key was connection: With complexity obscuring clarity, we supported our client to think future-back and patient-back whilst facing into the realities of the current commercial model, NHS priorities and community needs—connecting strategy with passionate front-line teams prepared to drive meaningful, care-led change.