Promoting safe medicine usage
We support consumers in safe medicine usage in pharmacies, as well as through our dose-dispensing, patient support and medical information services.
Our professional personnel in pharmacies in Sweden and Finland help and advise people every day in safe medicine usage. Some 1,400 pharmacists serve customers in our Kronans Apotek pharmacies across Sweden and our staffing services provide staff to around 270 Finnish pharmacies every year. In 2021, we defined a new intermediate target to ensure safe medicine usage in our pharmacies. The target is that when customers collect their prescribed medicines, in 70% cases we check by using a national electronic support system that medicine is compatible with, for example, customers’ other medication.
In Sweden, pharmacy transactions happen increasingly online, and this development has been accelerated during the COVID-19 pandemic. Online sales account for around 18% of the market, and our online business increased by 85% in 2020. Kronans Apotek also offers a mobile app that customers can use to manage their prescriptions, get advice on prescription medicines and check the availability of medicines. The app has 250,000 users.
Our aim is to offer a seamless customer experience, both online and in brick-and-mortar pharmacies. In 2020, the customer satisfaction index at Kronans Apotek was 90, and our customer loyalty programme had nearly 2.7 million members.
Individual support enhances commitment to treatment
Our medical information and patient support services help patients with the use of medicines. In 2020, we handled 26,000 medical information cases in the Nordic countries and 9,500 patient support cases in total in Sweden and in Finland. Individual support and advice promote patients’ commitment to their treatment. Incomplete courses of prescribed medications can expose patients to prolonged or recurring illnesses, leading to increased healthcare costs and absences from work.
Ready-to-use dose pouches help patients in correct medicine use
In automated dose dispensing, all medicine tablets and capsules are packed in single-dose pouches. Each pouch contains clear information of the date and time for taking the medicine, which helps patients to take the right dosage of their medicines at the right time.
In Sweden and Finland, Oriola delivers daily medications to a total of 120,000 dose-dispensing patients. Our dose-dispensing production units are located in Uppsala, Sweden, and in Helsinki, Finland. Once an automated dose-dispensing machine has packed the medicines, they are delivered for example to pharmacies or home care.
The service promotes medicine safety as automated dose dispensing is more reliable than manual dispensing. Additionally, we conduct a medication review for each new patient to ensure that all of their medicines are compatible and necessary. The service also reduces pharmaceutical waste, because there is no need to keep several packages at home. Yet another benefit is that automated dose dispensing gives the staff in nursing homes and home care more time for patients.