Healthera aims to provide a system that improves efficiency and convenience for pharmacies and patients. Our patient technical support team has always been at the forefront of ensuring that they have all of their questions answered, concerns addressed, and feedback considered. However, as we have continued to expand across the UK, we realised that our patient technical support process needs to become more efficient.
The support and technical teams have been reviewing the process and have developed a new system that will streamline the customer support system, automate our ticketing system, and result in faster resolutions. These changes will be reflected in the Healthera App and Healthera Connect.
Patients will now be provided with a list of queries to choose from when they request customer support. The purpose of this is to ensure that they are taken straight through the process that will best help them as quickly as possible. Patients will either be directed to their pharmacy, our technical support team, or our FAQ pages. We will also provide basic information to help the team receiving the query, and to prevent the patient from having to provide too much information themselves.
Intercom will be removed from the app, and patients will be immediately directed to their pharmacy for queries regarding medication or their order status. You will be notified when you are sent a message, and will be informed who the patient is. This new system will help you manage and support your patients more effectively.
Our new support flow will be released mid-September 2020. We are confident that it will improve the user experience for both pharmacies and patients alike.
If you have any questions, please do not hesitate to get in touch.
Healthera operates a leading healthcare marketplace that provides patients with medicines, healthcare services and products through the largest digital platform of pharmacies and GPs in the UK, including national chains and independent providers. Download Healthera App to order NHS repeat prescription online!