Clicks and bricks – making the most of both worlds

Cormac Tobin, Managing Director at Celesio UK, including LloydsPharmacy.

Our Click and Collect service has now been rolled out to more than 1,500 of our LloydsPharmacy stores. I’m thrilled to see this service go live: as our customers’ shopping habits change, we need to be able to meet their needs and Click and Collect is key to this.

We have been developing our online offering for several years and as well as our online pharmacy – where your prescription can be sent electronically or via the mail and then delivered to your home – we were the first national operator to offer an online doctor service accredited by the Care Quality Commission.

Health and wellbeing products are available from and a wide range of independent living products via the Betterlife from LloydsPharmacy website. With the introduction of Click and Collect, we are bringing our store and online offerings together and a step further in fulfilling my ambition of LloydsPharmacy becoming an omnichannel retailer.

So why focus on omnichannel retailing for pharmacy? I can’t think of many other sectors where being flexible to meet customer needs is so crucial.

Let’s face it: when we’re busy, our health often falls to the bottom of the priority list. We often battle on with our day-to-day lives feeling way below 100 per cent as we can’t find the time to get to a GP. This is where pharmacy can help.

We are doing more to help our patients feel better every day. There are now three different channels for LloydsPharmacy patients to get advice and treatment: tailored advice available in store from a pharmacist, treatment and advice via our Online Doctor service or the option to click to order online and collect in store.

Many of our pharmacies are open longer than an average GP surgery, so for patients looking for advice on minor ailments such as the flu or minor burns, we can be an easily accessible first port of call.

In the space of a few days we’ve seen Click and Collect orders jump by 15 per cent, to make up 40 per cent of all online orders. It’s an early sign of success, but nevertheless, indicates that we’re already meeting more customers’ needs with this new service.

But we won’t stop there: there’s so much more we can do to make our customers’ lives easier and we will continue to push for innovation in pharmacy to achieve this.