We believe in. Reinventing Health. Celesio UK Customer Proposition

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1 We believe in Reinventing Health Celesio UK Customer Proposition

2 Reinventing Health Celesio UK supports exceptional health outcomes by driving change in primary and secondary care Forward thinking Our world is changing. Not just in health but in the way we live from day to day. Busy lifestyles, convenience, personalisation and new digital environments all of these, and more, are setting huge changes in motion. Today, if you desire success you have to think differently, whatever your industry. Health is no exception. Right now, our industry needs to approach things differently. So, at Celesio UK, we re challenging established ways of doing things in pharmacy and healthcare from product right through to patient. Patients have very different needs, so we believe in meeting them in a more individual and focused way. By doing just that, we can also improve medicines adherence and provide a platform for pharmaceutical companies to effectively engage with patients. Most importantly, we can inspire people to live more positive lives. Reinventing Health Not just a statement but a passion for change Healthcare Services CareFirst from LloydsPharmacy 2 3

3 The end to end healthcare provider Our shared values All our 24,000 colleagues are defined by our icare values, and take inspiration from them. They are what makes us who we are, and what drives us forward to successfully achieve our goals everyday. Integrity Customer First Accountability Respect Excellence Community pharmacy Everyday Celesio UK serves the medicines and health needs of patients and customers in over 1800 LloydsPharmacy community stores. We also support independent, regional and national chain pharmacies to deliver the best patient care in their communities. Our AAH business distributes 11 million medicines each week to every dispensing point in the UK, and our Careway proposition enables community pharmacy to spend more time with patients through its added value services. Speciality healthcare services Delivering pharmacy and clinical services to healthcare providers in the NHS and private sector. Our customers include acute, mental health, community hospitals and prisons. With our extended homecare proposition, specialist oncology and immunology services can now be offered at home, in pharmacy or in our nurse-led clinics. Pharmaceutical companies Helping pharmaceutical companies achieve their business goals and get closer to customers and patients. We provide supply-chain and logistics solutions, data and insight services, patient support programmes and marketing expertise. Through Celesio UK we can take product all the way from the factory to the patient s point of care. We do what s right. Integrity is the impartial and honest standard by which we make decisions and take actions, large and small, every day. In our business, integrity is mandatory, not optional. We succeed when our customers succeed. We put our customers first, no matter what job we hold, no matter whether we work alone or as part of a team. A customer is anyone, even a co-worker, to whom we have a responsibility to help succeed. We take personal responsibility for our actions and our work. We accomplish on time, on budget, as promised. Part of accountability is pulling your weight as part of a team and actively sharing information and effort. We treat each other with dignity and consideration. We are diverse as people and professionals, yet our success depends on our mutual trust and teamwork. Diversity builds strength in our team. We are strongest when we are respected by our colleagues and encouraged to contribute to our highest capabilities. We insist on quality. Even as we challenge each other to the highest level of achievement and quality, we also understand that growth is born from risk. 4 5

4 The Celesio UK proposition Our vision and mission Four years ago we set out on a journey to change the way we serve our patients, customers and partners. We recognised key challenges facing the UK health sector: funding and budget challenges, demographic change, medicines wastage and poor adherence. We also identified changes in customer expectations and behaviour. Customers are using their mobile devices more and more and with this comes increasing expectations of choice, convenience and personalisation. All these changes led us to evolve patient and customer service models and increase access to healthcare. We did this through investing in digital platforms, increasing access to pharmacy through our supermarket pharmacies and adding new clinical homecare services to our portfolio. As the leading hospital pharmacy outsourced partner it was important to embrace the Lord Carter Review of Operational Productivity and its recommendations. By working with our customers we developed new services that not only improved the patient experience but also delivered efficiency savings. An example of this is where we are now able to get patients home from hospital sooner by dispensing their discharge medicines in the community. Ultimately giving the patient back time and improving patient flow in hospitals. Through our strategic acquisitions, in supermarket pharmacy, clinical homecare and distribution combined with the talent of our people, we have extended our offer. We have increased our reach to patients and enhanced our ability to deliver flexible distribution options to our solus partners. Ultimately moving even closer to our vision of a healthier world where people can live life to the full now and in the future. Pushing the boundaries and providing solutions is in our nature. We are proud of what we have achieved and we won t stop innovating or improving it s what makes us who we are. Our Vision Is a healthier world where more people can live life to the fullest. Our Mission Is to effectively, efficiently and passionately deliver innovative healthcare services that equip and inspire more positive lives. 6 7

5 Our business structure UK family Celesio UK offers a wide range of integrated healthcare services and solutions to the NHS, pharmaceutical companies, community pharmacy and the general public. Each one of our services is characterised by deep healthcare expertise, proven experience and operational experience with a focus on exceptional patient care. Our anchor brands, LloydsPharmacy and AAH, have served patients and customers for over half a century, building trust and loyalty along the way. When asked, our customers said that AAH and LloydsPharmacy are known for quality, reliability and expertise. An expression of trust we are proud to share. Community Pharmacy Speciality & Healthcare Services Healthcare Services Pharmaceutical Companies CareFirst from LloydsPharmacy Celesio UK is a key partner to the NHS. We interact with patients and customers everyday. Our breadth of support sits across community pharmacy, healthcare providers and pharmaceutical companies. 8 9

6 Our brands Healthcare Services CareFirst from LloydsPharmacy Voted No.1 for patient advice, LloydsPharmacy is the UK s leading community pharmacy and healthcare provider with over 1,800 pharmacies across the UK. LloydsPharmacy prides itself on providing accessible healthcare to the communities it serves. Particularly supporting the management of long term conditions such as diabetes and pain management. LloydsPharmacy is a lifelong healthcare partner who is trusted by over 9 million patients every year. Betterlife from LloydsPharmacy is a specialist mobility and independent living range. It is the UK s largest independent living online retailer helping over 7 million customers in the UK. With Betterlife stores across the UK and ranges available in community pharmacy, we offer a unique shopping experience across multiple channels whether that is online, in-store or on the phone. One of the oldest and most celebrated pharmacies in England. The pharmacy, which has existed for more than 200 years, recently reinvented itself as a one-stop health and wellbeing emporium following an award-winning multimillion pound refit and refurbishment in September John Bell & Croyden holds the royal warrant as pharmacists to Her Majesty the Queen for over 50 years. Enterprise is the leading wholesaler of health and beauty products to independent pharmacies in the UK - offering an extensive and competitively priced over the counter (OTC) range. Working closely with all leading manufacturers, and offering strong promotions that help drive our customers retail growth. Our portfolio includes a full selection of pharmacy and general sales lines plus a wider health and beauty range. LloydsPharmacy Healthcare Services is the largest supplier of outsourced pharmacy to the NHS. We are renowned for our clinical credentials and deep understanding of patient care standards in the NHS. Our partners include, acute hospitals, mental health trusts, prisons, care homes and community healthcare providers. We also work with healthcare commissioners in the NHS and local authorities to deliver public health and acute services in community pharmacy such as NHS health checks and smoking cessation. CareFirst is a complete pharmacy service for care homes. Offering a wide range of solutions that help achieve safer, more accurate medication administration rounds and greater adherence to regulatory requirements. Our business support tools including emar and e-learning which complements our medicine management service, giving time back to care home teams so they can provide the highest quality care to residents. Delivering trusted and confidential online access to prescription medication from NHS accredited UK doctors. LloydsPharmacy Online Doctor helps treat over 250,000 patients every year, offering same or next day medicines home delivery, or convenient same-day click-and-collect services at thousands of local community pharmacies. Careway brings together the expertise of AAH with the experience of Celesio UK to support thousands of independent pharmacies across the UK. Providing unrivalled business and marketing support, complemented by a host of colleague training options to help pharmacy owners serve the local healthcare needs of communities and build their businesses. Everyday millions of people across the country rely on AAH to deliver medicines and healthcare products. Our network reaches every distribution point in the UK, twice a day, providing a comprehensive range of products and services from best priced generics, to core OTC range and industry-leading added value services to help businesses flourish and grow. AAH Trident is the dedicated short-line supplier of choice giving customers confidence through everyday low prices on essential lines and the widest selection of products. Supported by a dedicated telesales team, our market insights, purchasing expertise and industry knowledge helps customers make better buying decisions. One of the most experienced providers of clinical homecare in the UK, LloydsPharmacy Clinical Homecare has been supporting patients in this way since It provides care to more than 60,000 patients in their own homes ranging from straightforward delivery of medication to specialist nursing for complex conditions. AAH Hospital Services is our hospital wholesale and distribution proposition. Delivering medicines and products to every hospital in the UK twice daily. Underpinned by our AAH brand and operation, AAH Hospital Services offers unique features that reflect the needs of our hospital customers such as specific delivery slots and a pharmacy procurement tool in Medecator. New Store of the Year 10 11

7 Connecting our customers A seamless connected experience A seamless customer experience across every channel and interaction. Omnichannel is an industry term used to illustrate our ability to offer customers a seamless experience whether online, in-pharmacy, on a desktop computer or mobile device. Our strategy around this is delightfully simple delivering consistent, high quality experiences whenever and wherever customers and patients choose to engage with us. We recognised key challenges facing the UK health sector: demographic change, medicines wastage, poor adherence, and the potential impacts of NHS and pharmacy deficits. We also identified a change in behaviour as mobile devices and smartphones become part of everyday life. By embracing this new mobile channel we have been able to offer more choice and convenience in how customers and patients access healthcare services. Not only that, by securely tracking and analysing each and every engagement we can gain invaluable insight through our data bringing us even closer to our customer and their healthcare journey. The result is that customers can begin an engagement with our LloydsPharmacy Online Doctor, and collect their prescription at their local pharmacy - or have it sent to their home. Should they need additional support or have any questions, they can visit a local LloydsPharmacy or one of our supermarket pharmacies whilst they are doing their grocery shop Home Prescription and product home delivery. 2Online Online ordering of healthcare and products. 3Social Social channels providing relevant advice and information. 4The pharmacy In store help and advice, click & collect and online ordering. We keep pace with the ever-evolving technical landscape to remove friction and empower our customers with compelling and relevant interactions. 3 2 Delivering consistent, high quality experiences whenever and wherever customers and patients choose to engage with us

8 Community pharmacy Community pharmacy Our world is changing. Not just in health but in the way we live from day to day. Busy lifestyles, convenience, personalisation and new digital environments all of these, and more, are setting huge changes in motion. Today, if you desire success you have to think differently, whatever your industry. Health is no exception. 14 Buying behaviour has evolved. Not just in health but in every industry sector. Self-service, speed and convenience all matter more than ever before. Empowered and knowledgeable consumers want to be delighted, and demand to be treated as individuals. Our patients and customers want to shop online, on the way to work, and in store. They don t just want to buy, they want new experiences, new services, something they can t get elsewhere. A great customer experience creates loyalty and trust. Today, success in pharmacy means adapting to change, understanding the needs and wants of multiple audience types whilst providing a more intimate and personalised service. Through our LloydsPharmacy, John Bell & Croyden stores and our Careway proposition that supports thousands of independent pharmacies across the UK, we are delivering the products, services and experiences to delight customers and patients at the intersection point of the digital and physical world. 15

9 In pharmacy We re changing how people access pharmacy and healthcare services, online and in pharmacy. LloydsPharmacy is renowned for healthcare advice because everything we do is focused on understanding our patients healthcare needs, both now and in the future. From our screening services through to our expert advice on long-term condition management, our ability to support patients ongoing healthcare management is crucial. To ensure we maintain the highest standards of care we continually invest in colleague training and development, particularly in areas such as diabetes, respiratory, health and wellbeing and heart-related health. This is to ensure all colleagues have the skills to offer practical, expert advice in all areas of healthy living and condition management. Services Diabetes Skin Pain Underpinned by SaferCare Through customer feedback we are tailoring and evolving our own-brand ranges and how customers access them through Betterlife and LloydsPharmacy. Our own brand ranges are also available to independent pharmacies through our Careway proposition, helping patients to access consistent and best value pharmacy products and services. Mental Health Patient safety is at the heart of everything we do and through our Safer Care programme we are embedding a safety culture across our network where colleagues take individual ownership of their contribution to patient care driving clinical outcomes through patient centred professionalism. Respiratory End to end support for independents Celesio UK supports more independent community pharmacies than anyone else delivering to every single pharmacy in the UK every day. Often twice a day. But with AAH we go way beyond this offering business planning, technology support, colleague training and customer engagement tools. Not to mention a complete range of branded ethical, generic and over the counter (OTC) products. It s all designed to help our community pharmacy partners thrive by giving them tools to deliver the very best healthcare to patients throughout their communities. Ordering Support Supply Ordering and management AAH point allows orders to be tracked using live status feeds and provides access to account and management reports. 2 Best value in supply From branded products to complete generics packages AAH offers the best price and availability on the leading fastest moving lines. 3Dispensing efficiency Careway Link allows multitasking so that you can deal with your prescriptions whilst using other functions. 4Business support Advice and support tools to optimise your back office and pharmacy business, to give you more time with your customers. 5 Over the counter products A comprehensive range available next day plus great promotional lines and offers. 6Retail marketing support Practical support and materials your business needs to deliver excellent service to your customers. 7Healthcare training Including live practical training for injection techniques to support flu services and e-learning modules through the online academy. Community pharmacy 16 17

10 Driving efficiencies and improving patient experience through outsourced services. Speciality healthcare services Speciality healthcare services Celesio UK is working in partnership with hospitals, mental health trusts, prisons, care homes and in the community to deliver sustainable transformation across the UK s health sector through innovative healthcare provision. Hospital pharmacy services Addressing the Carter Review recommendations with an end-to-end outsourced dispensing solution. Hospital pharmacy supply Through AAH Hospital Services we supply every hospital in the UK, twice a day with the medicines they need to treat patients. Prisons and mental health trusts A complete outsourced pharmacy solution offering inpatient, outpatient and clinical services in complex, high risk environments. Commissioned services Health and well-being pharmacy services that are commissioned by the NHS and local authorities such as substance and alcohol misuse services, sexual health and smoking cessation. Care homes Improving resident care and wellbeing through a complete pharmacy service including: medicines management; electronic medicines administration record solutions and e-learning packages. Clinical homecare Providing patient choice while reducing the pressure on hospital services through our growing range of at-home treatments for complex therapy areas. Speciality services in the community Enhancing community healthcare by providing specialist treatment for oncology and immunology in a community based infusion clinic or specialist pharmacy

11 Hospital pharmacy services Healthcare Services Working in partnership with the NHS The third recommendation of the Lord Carter Operational Productivity Review placed pharmacy at the heart of hospital transformation. Our end-to-end outsourced services deliver a complete pharmacy solution to improve patient experience, drive efficiencies, free up clinical resource and release working capital. Wholesale supply A lean supply approach with twice daily delivery to save time and space through reduced stock holding. Ward order supply An innovative outsourced service that consolidates and delivers orders to ward level, saving time, reducing medicines waste and improving efficiency. Inpatient dispensing services Dispensing medicines for inpatients, freeing up skilled pharmacy resource so they can spend more time with patients. Outpatient dispensing services A hospital based LloydsPharmacy that dispenses all outpatient prescriptions. As part of this service we also provide alternative options to homecare which can include delivery to the patient home or their local pharmacy. Transfer of care services When patients are discharged from hospital we can dispense their medicines in community pharmacy, meaning the patient can leave hospital sooner. In addition we follow up with the patient to discuss their medicines and provide ongoing support through the New Medicines Service (NMS) and Medicines Usage Review (MUR) services. As the economics and demographics of primary and secondary care evolve, Celesio UK is perfectly placed to extend support and cost savings throughout the NHS. Reinventing pharmacy supply chain to support change in the NHS Ward order assembly services An outsourced ward level delivery service that frees up time, improves invoicing processes and frees up working capital through a lean and consolidated stock management approach. DISPENSE DIRECT TO THE HOME ORDERING ecommerce Medecator interfaces with all main pharmacy systems and provides hospitals with a complete electronic order to payment process, with full management reports for stock and spend. Providing urgent care in an A&E setting. We have 27 enhanced pathways which can provide immediate care to patients. DISTRIBUTION Twice daily delivery A lean approach allowing for a reduced stock holding saving time, space and money. GOODS IN HOSPITAL Discreet home delivery Inpatient dispensing Freeing up hospital pharmacy resource for clinical rounds, including more time with patients and efficient medicines counselling. Community collection Improving bed flow in high demand wards, supporting urgent care pathways and relieving patients of that frustrating wait. Outpatient dispensing Added value services Where we provide outpatient dispensing, we also provide alternative homecare models and discharge dispensing services. Prescription wait times of less than 20 minutes and the ability to redeploy pharmacy staff to other clinical activity. Speciality healthcare services 20 21

12 Prisons and mental health trusts Giving healthcare professionals more time to care. Since 2002 LloydsPharmacy has delivered a complete range of pharmacy services to prisons and mental health providers through a community-based model or as a fully managed onsite pharmacy. LloydsPharmacy is the leading supplier of pharmacy services to mental health providers. We understand the structural challenges, budget pressures as well as the complexities of providing medicines and care to patients with a mental health condition. Both our prison and mental health services combine supply and stock management, onsite pharmacy facilities, clinical support with inpatient and outpatient dispensary services. As the pharmacy market leader in hospital and mental health outsourced services, we understand the true value of working in partnership to increase capacity, drive greater cost efficiencies and improving patient care. Working with GPs GP Surgery Entrance Clinical Governance Complete Dispensing Solutions Patient Consultation Area Mental Health Trust CONSULTATION Wards Exit Wholesaler stock supply Community Facility Hospital Clinical Services Clozapine Dispensing Healthcare Services Multi-Site Pharmacy Distribution Secure HM PRISON Commissioned services Pharmacies are at the heart of our communities, often the public s first point of healthcare contact, and are increasingly recognised as a valuable and trusted healthcare resource for the NHS and Public Health. Because of this we are seeing more NHS and local authorities commission pharmacy for an increasing variety of free-to-access services linked to the health needs of local populations including smoking cessation, sexual health, substance and alcohol misuse services, minor ailments and NHS health checks. As a trusted managed service provider of commissioned services LloydsPharmacy provides a safe, assured and proven portfolio capable of delivering the quality and contractual obligations in its own-brand outlets and across all pharmacy providers. Speciality healthcare services Local Medicines Delivery Community Clinics Pharmacy Depot Injection Service 22 23

13 Care home services Giving professionals more time to care CareFirst from LloydsPharmacy Every day, in care homes across the country, CareFirst from LloydsPharmacy is helping to improve resident care and wellbeing. It s a complete pharmacy service for care homes from medicines management to award-winning online training that enables more time to care for patients. At the heart of CareFirst is our integrated medicines management service which can be further supported by a cutting edge emar (electronic medicines administration records) system. emar dramatically simplifies medicines management, helps care home managers meet CQC standards and provides the best possible patient care. Giving you more time to care From admissions through to management and quality reporting, CareFirst is everything care home partners need to improve care, stay compliant and grow their businesses. Homecare and speciality services Working in partnership with the NHS, pharmaceutical companies, private medical insurers, hospital specialists and community pharmacists, our clinical homecare services are dramatically improving healthcare and long term condition management for over 60,000 patients across the UK. Our clinical homecare service is unique. At LloydsPharmacy Clinical Homecare we own the whole supply-chain. Everything including logistics, specialist handling of medicines, compounding of aseptic medicines, patient support and our specialist nursing and pharmacy team are all part of the Celesio UK family. Owning the whole supply-chain is what makes us different. It makes us easier to work with and guarantees greater control around patient safety and integrity of product. Moving forward, we will continue to enable patients to take greater control of their condition and increase patient choice while reducing the pressure on hospital services. For our NHS and pharmaceutical partners we will provide innovative community-based immunology and oncology clinics. Another illustration of our commitment to delivering a truly end-to-end healthcare service focused entirely around the individual. Speciality healthcare services discover more at

14 Pharmaceutical companies We re building alignment across the medicine s supply chain connecting product to patient. Our unrivalled distribution and patient reach makes Celesio UK unique in the market place. Pharmaceutical companies Pharmaceutical companies Celesio UK is working with strategic pharmaceutical, healthcare and product manufacturing partners to influence medicine optimisation, improve the patient experience and to support the NHS outcomes framework, by putting the patient at the centre of everything we do. Our proposition is made up of four key components: U Supply chain With an established supply network reaching over 99% of the UK population, Celesio UK has the scale to assure timely delivery of medicines to all primary and secondary care locations, and directly into patient homes. All our pre-wholesale and distribution options are underpinned by the highest quality and safety standards. Data insight Through our dispensing data from over 1800 LloydsPharmacy stores and our 13 million patients we provide anonymised market data insight, product dispensing insight and track how patient intervention can drive adherence. Patient support Celesio UK is an end-to-end healthcare provider with access to patients across all care settings. Our portfolio of speciality and homecare services provides a unique platform for innovative patient support programmes and medicines optimisation. Our physical and digital healthcare channels offer huge opportunities to accurately analyse and encourage persistence and adherence to therapy. Marketing support We provide a breadth of marketing options tailored to the requirements of the product or condition. Whether it s driving awareness through condition led campaigns or improving patient experience through professional education, we can support your marketing needs through online and in-pharmacy activity

15 John Bell & Croyden New Store of the Year Commercial Fleet Awards AAH Best Commercial Fleet of the Year AAH Fleet Customer Service of the Year AAH Pharmaceuticals Supply Chain PharmaVan II Technical Excellence Award LloydsPharmacy Online Doctor Digital Customer Experience of The Year Award Celesio UK Sapphire Court Walsgrave Triangle Coventry CV2 2TX United Kingdom Tel: +44 (0) Celesio UK is part of the Celesio Group. For a digital brochure /celesiouk celesio.co.uk