Meet the Team: Gemma Faulds

July 6, 2021
6 minute read
Lucy Drennan

In the next instalment of our Meet the Team Series, we speak to Gemma Faulds, part of our pharmacy customer service team at Phlo. Gemma tells us more about her role, walks us through a typical day, and explains why excellent patient care and service is at the heart of everything we do at Phlo.

Tell us a bit about your background and what attracted you to working with Phlo?

I’ve been working in customer services for over 14 years now. My first job was a cashier in Morrisons and since then I’ve always worked within the customer service industry, working in roles within both retail and insurance.

What attracted me to Phlo was the fact that it was an exciting start-up company and that they were providing a brand new kind of pharmacy service for patients. I personally find it really interesting working in an environment that’s both fun and allows me to speak to our patients and help them daily. What I also love is that we are constantly adapting and changing to provide the best patient experience possible. I love seeing how Phlo is growing and developing and it’s exciting to think about the future opportunities that it will bring.

What does your role entail at Phlo and what does a typical day look like for you?

My role at Phlo is to make sure our patients have the best possible experience with us and to make sure any queries or questions get resolved in a timely and efficient manner.

My day typically starts off with a team meeting with the other members of the pharmacy customer service team to break down the workload for the day. This helps us to ensure that everyone in the team can plan their day out effectively and we know exactly what each other is doing. We also look to see if any cover is required that day or if anyone needs any additional help with any patient queries.

During the day it’s likely I will be working on a few different things. One of the first tasks I do is help to enrol all our new patients on the Phlo systems. I will also monitor any new pending prescription requests that come through the app and make sure they are all sent out to the GP surgeries as quickly as possible. I’ll also work to ensure that as soon as patients prescription requests are sent out, that they come back to us as quickly as possible so that the patient can order their medication and we can get it delivered to them as quickly as possible.

I’ll also spend time during the day answering any patient questions or queries that come through on the phone, email or on our live-chat system to make sure they are resolved as quickly as possible and that our patients feel cared for.

How do you support patients and ensure they receive a great service?

Firstly, we strive to make sure that we are constantly keeping in contact with our patients to let them know what is happening. For example, this could be if a patients order is available and ready to order, we’ll call them and let them know they can now schedule their order for delivery. We do this to provide extra piece of mind.

I’ll also spend some time with some of our new patients helping them to understand the process, how we operate and what they need to do. Luckily we have designed the app so that it is easy to use but we also know that some of our patients appreciate that extra support and assistance, especially if it’s the first time they are using a service like Phlo.

It also makes my day to hear many of our patients appreciate that we take the time to do this and that the human touch element and communication is so important to them. In fact, it’s a big reason why they love Phlo and continue as a patient of ours for a long time.

As a team, we know how important our patients healthcare and medication needs are so anything that we can do to help them, we will always try our best to accommodate and help them.

What (in your opinion) is the most important aspect of your job?

The most important aspect is to make sure patients receive all of our patients receive the best possible patient care and service and that they receive their medication on time. As a team, we really want to make sure that our patients get what they need when they request it, and when they order it and there’s no delays.

One thing I’m proud of is that we typically respond to any patient questions or queries very quickly , whether that’s on the phone, through email or live-chat on the app or website. We understand that our patients medication needs are so important and that even a slight delay could be problematic and detrimental to a patients overall health. Our main aim is to minimise any delays and respond to any queries as quickly as possible to help alleviate any anxiety or concerns they may have.

Our patient care and customer service levels are often praised in Phlo’s five-star Trustpilot reviews and this helps us to know that we are doing our best to provide a great patient experience.

What do you most enjoy about your role?

What I love about my role is that not every day is the same. Every day there’s something new to learn, whether that be from our patients, our wider Phlo team or my other customer service team members. Sometimes something might come up that I’ve never come across before and we discuss it with the team and come up with solutions together.

I also take pride in the fact that I know that the work I do has a direct impact on our patients healthcare. Being able to help our patients when it comes to their healthcare is really rewarding for me personally.

What motivates you and what are your core values?

I think for me it’s taking ownership. I really like how I’ve been able to do that at Phlo and work with the team to shape my own role. If you work in customer service, especially within healthcare, it’s so important to be a people person, a good listener, have empathy and deal with things in a quick and efficient way.

I’m continuously learning at Phlo and that’s important for me as well in my career. There will be days where I’m not sure about something but that’s why we have an incredible team who are always willing to support and help find the best possible resolutions to things.

What do you like to do in your spare time?

I am very much a social butterfly so COVID-19 was especially difficult for me as I normally enjoy spending time with my friends and family on a regular basis. I would also say that I am quite a creative person as well. I absolutely love music and regularly attend different music gigs. Another passion of mine is film and cinema so I try to watch as many new things as possible. I am very much into the creative arts and enjoy spending my free time exploring that.

If you'd like to join the Phlo team and help us shape the future of Pharmacy, check out our vacancies on our careers page.

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