Boots: ‘Breaking down the wall’ – how a radical new approach to pharmacy is democratising access to healthcare in Boots

Boots trialled a new model which removed the counter from its stores to redesign and refresh how healthcare is delivered through its UK pharmacies, making medicines more accessible and advice more active, and to grow sales across a range of healthcare products.

Summary

In 2022, Boots quietly set about making radical changes to something we're all very familiar with: the way a pharmacy works. We're all used to queuing at 'the counter' to access Pharmacy Medicines or talk to a member of staff - it's been that way for years. But is there a better way?

Healthcare needs are changing fast. As the biggest UK pharmacy chain, Boots needs to lead the way in evolving the service. So in 2022 Boots trialled a new model which removed the counter, and, whilst still ensuring the correct checks and advice from the pharmacist, opened...

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