Leading the Digital Healthcare Revolution: Pharmacies Complementing Role

Time to Read: 3 Min

Part 04: Leading the Digital Healthcare Revolution

How Pharmacies Support the Healthcare Digital Transformation

Pharmacies in both KSA and the UAE play a pivotal role in driving digital transformation in healthcare respectively.

Both Nahdi Pharmacy in Saudi Arabia and Aster Pharmacy in the UAE are harnessing technology to provide seamless access to healthcare services, efficient medication management, and superior patient care. 

These endeavors signify a profound shift towards a more integrated and technology-driven transformative healthcare model for better patient outcomes and healthcare delivery in the GCC region. 

1. Nahdi Pharmacy:

   Nahdi Pharmacy in KSA serves as a prime example by having implemented an omnichannel approach that seamlessly integrates in-store, online, and mobile services. This comprehensive strategy includes e-prescription dispensing, e-pharmacist video calls, and e-doctor consultations, all of which significantly enhance the consumer's healthcare experience.

    

   Nahdi has wholeheartedly embraced technology to revolutionize the healthcare experience. Operating a vast network of 1151 stores across 144 cities, Nahdi has successfully implemented omnihealth solutions such as e-prescription dispensing and e-pharmacist video calls. The company's commitment to automation and smart fulfillment has substantially improved supply chain efficiency, ensuring a consistently high availability of products and facilitating seamless experiences, from in-store visits to online consultations and deliveries.

    

   Nahdi's digital capabilities also encompass an omnichannel platform that harmoniously integrates physical stores, online outlets, and mobile apps. This platform empowers customers to manage their prescriptions and access account information across all channels. Nahdi's unwavering dedication to digital transformation is unmistakable, underscored by its diverse product offerings and convenient services, including e-doctor consultations and customized health packages tailored to meet individual customer needs.

    

   Nahdi Pharmacy's investment in digital transformation involved extensive Change Management processes, both internally among its staff and externally in the way it interacts with customers.

    

   Internally:

   • Adoption of New Technologies: Introducing e-prescriptions, e-pharmacist video calls, and omnichannel platforms required Staff adoption of new systems, training to new software and protocols to ensure usage.
     Workflow 

   • Reengineering: Automating the supply chain and fulfillment processes required a redesign of existing workflows, necessitating a Change Management strategy to minimize disruption.

   • Culture Shift: Moving towards a technology-driven service model necessitated a cultural shift within the organization, promoting a digital-first mindset.

    

   Externally:

   • Customer Education and Support: Educating customers on how to utilize new services like e-prescriptions and video calls is crucial. Effective communication strategies continuously help in easing the transition for customers.

   • Building Trust: Ensuring data privacy and reliability of online consultations is key in building trust with consumers. Change Management provided the strategies to communicate these values to the public.

   • Feedback Mechanisms: Implementing systems to gather customer feedback on the new digital services helped Nahdi to continuously improve and tailor its services to meet customer needs effectively.

     
     

2. Aster Pharmacy:

   In the UAE, Aster Pharmacy has embarked on a transformative journey of digital innovation by partnering with global healthcare firms such as Novartis. This strategic collaboration leverages data science and advanced therapy platforms to enhance treatment outcomes and aligns with Aster's long-term vision of integrating clinical research and digital innovation into its core operations.

    

   This collaboration aims to fill gaps in patient care and introduce comprehensive medical programs utilizing data platforms and designs. The focus on data analytics and clinical research is integral to their strategy, with workshops and educational activities planned to bolster clinical research capabilities. This partnership is expected to enhance the digital healthcare strategy of Aster, positioning it as a leader in healthcare innovation and patient outcome delivery in the UAE and beyond​​.

    

   As we have no information on wether Aster Pharmacy have adopted any Change Management Strategy or used any Change Management specialized focus or resource, we highlight how they should have benefited if done so:

    

   • Employee Buy-In: As Change Management encourages active involvement and buy-in from employees,  Aster Pharmacy employees would have been more willing to embrace digital tools and technologies if they understood the reasons behind the changes and had a role in shaping the transformation.

   • Smooth Transition:. By facilitating the gradual adoption of new technologies and processes, minimizing disruption and resistance among employees, Change Management would have helped Aster Pharmacy smoothly transition from traditional healthcare operations to a digitally-driven model.

   • Cultural Shift: Implementing digital transformation often requires a cultural shift within an organization. Change Management strategies would help instill a digital-first mindset among employees, fostering a culture of innovation, adaptability, and continuous improvement.

   • Effective Communication: Aster Pharmacy could use communication  strategies to clearly convey the benefits of digital transformation to employees, addressing any concerns and uncertainties. Transparent communication would help build trust and reduce resistance.

   • Training and Skill Development: Change Management includes comprehensive training programs to equip employees with the necessary skills to work effectively in the new digital environment. This would be particularly crucial for Aster Pharmacy workforce who need to use digital systems for tasks such as e-prescription dispensing and online consultations.

   • Feedback Mechanisms: Change Management involves implementing feedback mechanisms to gather input from employees. This feedback could be invaluable in fine-tuning digital processes, identifying challenges, and making necessary adjustments to ensure the digital tools align with the pharmacy's goals and meet the needs of both staff and customers.

   • Risk Mitigation: Effective Change Management helps identify and mitigate potential risks and obstacles in the digital transformation process. It allows for proactive problem-solving and contingency planning, reducing the likelihood of costly setbacks.

   • Customer Experience Enhancement: Beyond internal benefits, Change Management can also focus on improving the Customer Experience (CX). Aster Pharmacy could ensure that the transition to digital services is seamless for customers, with clear instructions and support available for those who may initially find the changes challenging.

   • Measuring Success: Change Management includes setting measurable goals and key performance indicators (KPIs) to assess the success of the transformation. Aster Pharmacy could track improvements in patient outcomes, operational efficiency, and customer satisfaction as indicators of the positive impact of digital transformation.

Change Management plays a vital role in helping Pharmacies successfully navigate the complex process of digital transformation in a more structured and cost friendly way. It would ensure that the transition is well aligned to strategy, well-planned, well-communicated, and well-executed, ultimately leading to improved healthcare services and business outcomes.