Read any industry publication and it’s clear that the onus is on pharmacists to deliver excellence in customer service, yet can the same be held true for those who serve pharmacies? Just as the future of community pharmacy hinges on customer retention, so too does the success of the system supplier.  In a previous blog we referenced health consumers’ demands for “expertise, convenience and accessibility”; if pharmacists fail to meet these expectations then they risk losing customers to those who can deliver.  When it comes to pharmacy IT, this same standard of care hasn’t historically been demanded, despite the fact that the systems provided are the backbone of a successful pharmacy business. So, where should pharmacists start when it comes to ensuring the provision of, and then demanding, greater service from their IT suppliers?


Support checklist
In its guidelines for choosing a suitable pharmacy system supplier, the PSNC lists several levels of customer support as key factors to consider. For example, pharmacists are advised ask whether the supplier will be able to offer full system training for pharmacy staff. Furthermore, will system support be readily available for the duration of the contract?

Of particular importance is the level of help available during times of system failure: does the supplier have a dedicated helpdesk which may help resolve any issues before they begin to impact on your business? Can they guarantee response times for dealing with problems when they occur? Will the supplier work with you to activate contingency arrangements in order to ensure business continuity (for example, helping to restore encrypted copies of dispensing / prescription data replicated in real time to individual PMR stations)?


Here to help
At Positive Solutions, we are committed to delivering services your pharmacy can rely on. However, if an issue occurs we understand the impact this can have on your business and strive to deliver immediate resolutions. As part of our support service we guarantee:

Immediate responses – We offer a dedicated support line and aim to answer all calls within 30 seconds, providing you with instant assistance when required.

Effective back-up – Our team of experts work to resume service as soon as possible and are able to make use of centrally stored back-up data to minimise the inconvenience to your business

Ongoing system support – Our support line can also provide you with advice and guidance to enable you to get the best out of your pharmacy systems.

On site maintenance – In the event of a hardware failure our in-house team of dedicated field engineers carry a full stock of equipment to enable a first time fix on site, keeping your pharmacy trading at all times.


To find out more about Positive Solutions’ system and services, visit our homepage. Alternatively, existing customers can contact the Service Desk on 01257 235 940