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One of our core values is ‘Trusted’ – ‘it is amazing what we can accomplish if we do not care who gets the credit’. Collaboration is at the heart of this – we have an amazing, united team across three sites.
Colleague representatives form a Pharmacy2U Committee, and members of the leadership team form a ‘Pharmacy2U Round Table’, both of which support open communication and collaboration across the business.
We hold regular ‘All Hands’ meetings with our colleagues where we highlight our recent achievements and touch on what’s to come, providing clear information and sharing updates as to how we are tracking towards our goals and objectives. We welcome our colleagues’ opinions and ideas and open a Q & A at these meetings so that the CEO can address them directly.
Our colleagues are all working towards ensuring we achieve our vision ‘To be the world leading patient-centric digital healthcare provider’. Each colleague understands the part they play in ensuring we achieve this vision. This was evidenced in our recent colleague health check where 84% of colleagues confirmed they were happy in their role. At our ‘All Hands’ meetings, we regularly re-visit our strategic house which is underpinned by our core values and held up by our strategic pillars.
We’ve worked hard to put together a comprehensive business roadmap that enables us to visualise the group-wide plan over the coming year. It contains active and upcoming work, pinpointing major steps and milestones we need to reach, and acts as a gauge for how we are tracking towards achieving our goals. We held sessions with all our colleagues to share upcoming plans for the following 12 months and the rationale behind them. This gave us the opportunity to highlight the key roles each team will play in the various initiatives – ensuring they’re invested in what we do, with a clear understanding of why we’re doing it.
We hold regular ‘Project in Focus’ sessions with our teams, discussing the progress of these key milestones and retaining the energy and momentum throughout the lifespan of the projects.
We carry out bi-annual ‘Colleague Health Checks’ which is Pharmacy2U’s version of a colleague satisfaction survey. These enable us to review the experience we provide our colleagues, allowing them to share constructive feedback on both improvements implemented as well as others required. The results are presented to the board and wider business.
We were pleased to see a 10% increase in the number of colleagues responding last time this was conducted, along with a 28-point increase from our previous eNPS score. This represents an overall improvement of 65% year-on-year. 84% of colleagues confirmed they are happy in their role, with almost 90% of colleagues confirming that they feel supported by their line manager/team leader. The survey is always followed by our ‘You Said, We Did’ report – a summary of proposed improvements collated from the survey, and our resultant actions.
We have also introduced a successful series of monthly ‘Pharmacy2U Committee’ meetings, where colleagues can put questions directly to members of the senior leadership team and help further develop our ESG initiatives.
We have an excellent senior leadership team that leads by example, creating an inclusive, open, and accessible atmosphere. We won’t accept anything less.
We are the ultimate people business. We create genuine opportunities for colleagues who want to progress. As a growing business, we provide clear pathways for career development, with many colleagues gaining formal qualifications. These include clinical certifications for our dispensing assistants and accuracy checking technicians, AAT qualifications in our finance team, and CIPD in the HR team. We are fully invested in supporting the professional growth of our colleagues.
Having recently invested in leadership development training for more than 80 of our leaders, they will now continue our internal management development training programme. In addition to this, we have many colleagues undertaking formal qualifications through apprenticeships, and all colleagues have access to an online learning platform with a suite of thousands of online training courses.
These programmes share the common goal of supporting growth, progression and empowering our people to be the best they can be.
We have carefully built our culture over many years and have created an exciting, vibrant work environment. Our core values of passionate, ambitious, trusted, innovative, excellent, nurturing, and team-focused (an acronym for PATIENT), underpin everything we do at Pharmacy2U and offer a blueprint for day-to-day life at Pharmacy2U.
Colleagues are measured against our core values and behaviours throughout their colleague lifecycle (journey) with us. We celebrate successes at an individual, team, and business level – recognising hard work and commitment in many forms. One initiative includes inviting our colleagues to nominate their peers for displaying our core values in everything they do. The winners are then announced and celebrated business-wide.
Pharmacy2U provides a sense of purpose. Many of our colleagues comment that they feel they are working for a business that is striving for better, providing a life-changing and, in some cases, life-saving service to our patients each and every day.
Our colleagues are given the freedom to be creative and innovative. We empower them to make suggestions for change and to challenge us when they believe something could be done better.
We take the time to understand each colleague across the business, holding regular 121’s which are not only focused on performance but on the individual’s needs, desires, and interests too.
We are fully committed to our colleagues’ health and well-being and have a robust health and well-being strategy which focuses on the financial, physical, and psychological well-being of our teams. We have an in-house mental health first aider who is readily available to support our colleagues in every situation.
We hold regular activities across our sites which include summer BBQs, team lunches/picnics, Christmas parties, and quizzes to name a few. We are deeply committed to giving back to others whenever and wherever we can, we have over the last year, raised money for local and national charities, provided clothes and food for foodbanks across the UK and provided, time, money and resources to cleaning up our local communities.
“Our friends, our colleagues, our people are fundamental to Pharmacy2U’s success and ensuring we achieve our vision ‘To be the world leading patient-centric digital healthcare provider.’ We are committed to continuing to develop a positive, open, and honest working environment for all. “– Kevin Heath – CEO
Our CEO believes that communication is key and a major component of our people strategy. This is evident in our regular business-wide comms, all-hands meetings, round tables, and committees. Kevin ensures that people are informed and have opportunities to ask questions. He believes it is important to spend time together and to make time for conversations of all kinds.
People choose to work for Pharmacy2U because we have a lot to offer. Benefits include a valued total rewards package, amazing head office, state of the art dispensing facilities. Our objective is to provide our colleagues with a rewarding and supportive work environment where they can thrive, be creative, innovative, and gain and share expertise. This, in turn, delivers robust digital development, award-winning customer service and builds trust with our patients.
Flexible and agile working is at the core of how we operate. We understand that it is an important component of retaining talent, increasing colleague engagement, and enhancing personal welling. In addition to competitive salaries and bonus schemes, we offer a vast total rewards package that includes enhanced paid leave for maternity, paternity, and adoption, alongside occupational sick pay. Other benefits include our Employer Salary Advance Scheme (ESAS), discounts on health and beauty purchases, a colleague referral scheme, loyalty holiday entitlement, and a long-tenure bonus. These benefits, coupled with ‘Blue Light’ cardholder discounts, help towards everyday living costs. We also have a colleague recognition programme, fully funded social events, and charity days among others.
We are the UK’s largest online pharmacy, offering a new type of pharmacy care, one where clinical excellence meets unique, award-winning technology to help make the lives of our patients happier and healthier.
We are a fast-moving, innovation-focused company. Our Leeds and Leicester-based dispensing facilities are distributing medication to more than 750,000 patients across the UK at a rate of over £1.6m+ items per month. In addition to this, we offer:
– An Online Doctor service managed by our own GPs
– Digital NHS services including the New Medicine Service and pharmacy contraception
– Our own digital pharmacy shop, featuring thousands of over-the-counter and P-line products
Lumina, Park Approach, Thorpe Park, Leeds LS15 8GB
Pharmaceuticals/Biotechnology
Kevin Heath
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