From desk to pharmacy: McKesson UK employees help customers discover Echo app

On the 23rd October, more than 200 employees from McKesson UK spent the day in a LloydsPharmacy store helping to sign up patients to the new Echo by LloydsPharmacy prescription app.

Led by CEO Toby Anderson, colleagues who are usually in support roles, were invited to become part of a pharmacy team for the day and talk to customers about the benefits of digital pharmacy. This activity was one element of the company’s new marketing campaign, designed to introduce patients to the Echo by LloydsPharmacy app.

Toby Anderson commented: “We know that our customers are always looking for ways to make their lives easier and by simplifying the pharmacy experience we can certainly do that for them. There is still some work to do to improve consumer trust and awareness of digital healthcare services, which is why we’re trying to have conversations with as many customers as possible, to help them understand the benefits.”

McKesson UK, parent company of LloydsPharmacy, acquired Echo in 2019 and has recently began integrating the service with the existing LloydsPharmacy online operations.

“With the power of our LloydsPharmacy brand, alongside the skill and expertise at both Echo and the wider McKesson organisation, we can create something truly customer-focussed. The future of pharmacy needs to be seamless. People should be able to switch easily between our digital and physical services to find what works best for them.

“We also know that the role of our pharmacists has to change to become more clinical. We have almost 3,000 highly skilled healthcare professionals in our pharmacies, ready to deliver more services. The only way we can free them up to do that is by taking some of the repeat prescription workload away and encouraging customers to go online to manage their medicines.”

Volunteers were given training on how to sign customers up to the service and asked to select the store they wanted to visit. They then became part of that team for the day, working on the shop floor, speaking to patients and helping them to discover the simplicity and convenience of the app.

As well as being able to get their prescriptions delivered for free, customers can also use the Echo by LloydsPharmacy app to set up reminders for reordering and taking their medicine which supports adherence and better patient outcomes.

Toby continues: “This kind of activity is great for colleague engagement. It helps people in support roles to better understand and appreciate the challenges of working in a pharmacy, and it shows our pharmacy teams that we’re all united by the same vision which is to make things easier for patients. Our colleagues are our biggest advocates, so it’s really exciting that we can involve so many of them in this campaign.”