Feedback from a partner pharmacy in Le Mans

What is the location and history of your pharmacy?

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I bought this pharmacy in September 2016, so I'm now in my^4th year. At the outset, it was a very small dispensary that received around 50 customers a day. When I bought it, my plan was to open 24/7, as I was originally a pharmacist in a pharmacy that operated 24 hours a day. So my project motivated me to set up as the owner of a 24-hour pharmacy.

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How did you hear about teleconsultation in pharmacies?

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I'd already heard about it, but at first I was reluctant because I was afraid of offending my fellow doctors, but after a while it turned out that we had a real shortage of doctors. So one day my little brother, who is a pharmacy student, received the document from Tessan He phoned me and advised me to get in touch, as he knows your delegate.

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I got in touch and she called me back very quickly! Then I made my decision very quickly. We spoke on the phone and the same day it was decided; the next day I signed and a week later I had my teleconsultation terminal.

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How do local doctors react?

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With the doctors in my area, it wasn't complicated at all, because I actually called them up and explained my decision to go into telemedicine.

I didn't want them to hear about it from my patients, so I explained that I wasn't going to encroach on their territory, and that this terminal was there in case any patients arrived at the last minute. Especially as we're open 24/7! So we were going to be busy pretty quickly.

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They appreciated my approach and accepted it. Incidentally, I invited them to see the terminal and some of them were even interested in preparing for their retirement later on. So there was no embarrassment! The terminal was very well accepted.

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What do your patients think of this new service?

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As far as I'm concerned, the patients are very happy, it's a very good experience for them. Some people come in and tell us they've had a sore throat for 3 or 4 days, and they've tried everything... When we tell them that we offer telemedicine, they don't know about it, so they're happy to be able to consult a doctor directly, without waiting.

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Last Saturday, a lady came to the pharmacy with a urinary infection and was afraid she'd have to wait until Monday to see a doctor.

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We told her about our telemedicine terminal, she went upstairs and within 5 minutes she was able to consult a doctor online and then get a prescription with a urine test to do. So she was very happy!

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Each time, they're surprised, but the experience is pleasant. And even from a personal point of view, we're amazed: we sit down, wait 5 minutes and then a prescription arrives. It's amazing!

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Why choose the connected mobile terminal?

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For me the teleconsultation booth is more imposing! So I think the booth is more interesting for pharmacies that don't have the space. For me, the teleconsultation terminal is simpler because I have a vaccination room and I have a room dedicated to telemedicine, so it's nicer to have a terminal.

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Finally, how would you describe your experience at Tessan in a few words?

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Tessan was a very good experience for me, because I was able to work quickly right from the start. What's more, my patients are more or less autonomous, so when younger patients arrive, we explain how things work and then leave them in complete privacy with the doctor. They don't need us, and it goes really well.

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For seniors, it's a completely different story: all you have to do is explain and create an e-mail address, so it takes 5 minutesthen you just have to accompany them. It's a real pleasure for the patient, because the elderly don't know about this tool, they're worried because it's not their usual way of consulting.

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Finally, online doctors are very attentive and try to reassure patients, so it's very interesting. So yes, for me it's a a success !

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