On the front-line helping patients every day, we managed to find time to chat with Will Wheatcroft, Patient Care Advisor at Phlo. In this interview Will talks about his pharmacy dispensary background and why that’s a great fit as part of the Phlo family, plus how he supports patients whilst making them feel as comfortable as possible when chatting to him.
I was attracted to working with Phlo because it seemed like a natural step to take after my previous work in community pharmacy, where I worked for several years as a Dispenser and Healthcare Advisor at two of their pharmacy led stores in the Greater Glasgow area. The excitement of joining a much younger company and being part of its evolution and growth was also a real bonus.
I come from a varied professional background. In addition to my community pharmacy work, I have worked in boutique resort management, retail management, the whisky industry and as a teacher of English in both China and Japan.
My role within Phlo centres around providing consistently excellent customer service for our patients. Along with the rest of the Patient Care Team, I provide a bridge between our patients and their GP surgery. A typical day will involve answering patient queries via several different channels including telephone calls, emails and instant chat messages. I also regularly liaise with our pharmacy teams, GP surgeries and our delivery partners to make sure that our patients have a seamless and stress- free experience with us.
I like to support patients by trying to be as ‘human’ as possible. We are all based in the UK and believe it or not - the staff profile pictures that patients might notice on our instant chat portal and in other places really are pictures of us! I pride myself in taking the time to really listen to each and every patient I deal with and make sure that they understand, and are comfortable with, the journey that their medication embarks on from the moment it is requested by them via our app or website, to when it arrives safely at their chosen address. Wherever possible, I always like to call patients and speak with them personally. I feel that this further ensures ‘great service’.
In my honest opinion, the most important aspect of my job is making sure that patients feel that they can trust us at every step of the way when it comes to something as important and personal as their healthcare. The healthcare system in the UK can seem intimidating, confusing and at times frustrating. I want our patients to feel as relaxed and as reassured as possible when dealing with us.
I truly believe that Phlo is the future of pharmacy as we know it in the UK. With Phlo, you no longer need to worry about forgetting vital medication. We are always working in the background to make sure that your medication is one less thing for you to get stressed about. We’re available on your mobile device or on your computer, and you can get free and impartial advice from a friendly pharmacist without having to join a long pharmacy queue. Your medication will arrive at your chosen address at the right time, every time.
I have a two-year old son, so most of my spare time is spent with him! I also love to cook and host friends for lunches and dinners regularly. I’m a keen traveller and get out of the country whenever possible. I also like to keep up with national and world events. Once every few months, I also get to spend half an hour or so on the Xbox!
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