Background
T.N. Crosby Pharmacy, based in the Scottish Borders town of Hawick, is the area’s only locally owned, family-run independent pharmacy. Established in 1951, it has built a strong reputation for personalised care and patient loyalty.
While the team had a solid base of regular patients, they were spending much of their time on the phone and handling repetitive admin, especially around prescriptions. They wanted to make better use of their time to keep delivering high-quality care, while also expanding services, improving local access to treatment and creating new ways to grow revenue.
The Challenge
T.N. Crosby already offered a wide range of NHS and private services, but there was room to increase visibility and make it easier for patients to book. At the time, all bookings were handled by phone and there was no digital option for prescription ordering.
To maintain high standards of service, the team needed a solution that could ease their daily workload, make services more accessible and deliver a better experience for patients.
Our Approach
Healthera provided T.N. Crosby with a fully branded Smart Website and the Healthera App, giving patients easy access to the pharmacy’s services online. These tools allowed T.N. Crosby to:
- Let patients order NHS repeat prescriptions digitally
- Enable online bookings for NHS and private services
- Provide real-time updates and messaging
- Offer one central platform for managing all patient interactions
All activity was handled through Healthera Connect, allowing the team to manage bookings, orders and messages in one place, at times that suited their workflow.
“Healthera has made day-to-day tasks in the pharmacy much more efficient. The phone rings less and orders can be processed at a time that suits rather than during a rush of phone calls on a Monday morning. The app removes the guesswork, which means happier customers who are not waiting or needing to come back later.”
Jacob Hetherington
Pharmacist, T.N. Crosby
