Medication adherence doubles with revamped app

600%

growth in users

600%

better medicine intake

4.5x

more online orders

600%

growth in users

600%

better medicine intake

4.5x

more online orders

Selfservice portal

Healthcare

Service Apotheek is a franchise organization with 500 independent pharmacies. Service Apotheek pharmacists provide the best pharmaceutical care and make the use of medication easier. For 9 consecutive years, they have achieved the highest customer satisfaction among pharmacies in the Netherlands. That's why Service Apotheek collaborates with excellent partners like Freshheads: making a difference together in the support and digital channels of the pharmacists, so that medication users receive reliable guidance that suits them.

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“

Freshheads challenged us on usefulness, reach and value, to get the maximum potential out of the app.

Yannis Violidis - Product owner at Service Apotheek

Solution

Additional care in the Service Apotheek-app

Freshheads played an important role in the further development of the Service Apotheek-app. This updated app ensures that patients order their medication on time and take it correctly. The app gives a notification when your stock is running low and sends reminders for intake. You have direct access to all your medication information, and patients with asthma, COPD, and diabetes, among others, receive helpful tips and personal advice based on a dynamic questionnaire. This helps prevent annoying complications and therefore extra care. Safe communication between patient and pharmacist is possible thanks to the DigiD login. You can easily and securely read personal messages and ask questions in the app.

Process

Stakeholders close to the ball

After we optimized the user-friendliness of the existing app, we started working on adding new functionalities. Freshheads, together with Service Apotheek, affiliated partners and their patients, started researching this: How can the app support care and pharmacists? What do patients need? And how can we guarantee their privacy as best as possible? “We worked out ideas and made them concrete,” says Yannis Violidis, product owner at Service Apotheek. “When Freshheads subsequently developed a new feature, I could always rely on quality.”

Result

Growth rates run into the hundreds

“There are no frills in the app,” Roel says. “Only what is needed to arrange everything around your medication use. We focus entirely on increasing the use of the channel.” Together with an active field service that provides tailored guidance to pharmacies, national campaigns, and social media content, we succeeded in activating the use of the app. The number of active users rose by more than 600%. The number of online medication orders per month has also more than quadrupled. More online orders means fewer phone calls to the pharmacy, giving pharmacists more time for personal attention. Because it is precisely that personal care that makes the difference. The medication reviews, instructions when using the medication, and extensive medication assessments ensure that people are truly being helped. Digital care is then the finger on the pulse. Roel: “We are most proud of the increase in help with medication adherence, because that promotes patient health and reduces the risk of annoying side effects. Many intake schedules are being created and medications are checked off.” The app received an average rating of 4.6 stars from over 60,000 users.