Having previously served as Joint Managing Director at AAH, I have been closely involved in shaping our strategy and working alongside our exceptional team.
As Managing Director my focus moving forward will continue to be on delivering the high levels of service and value our pharmacy partners expect.
The appointment ensures continuity across the business, with no changes to the company’s strategy, operations or commitment to customers.
I’m excited to continue to enhance our customers’ experience. We remain proud to be a truly independent wholesaler. Our strategy is unchanged; we will continue to drive service innovation, operate with transparency, and stay ahead in an increasingly challenging pharmaceutical landscape.
Our sole focus is on the success of our customers, because we know that we only succeed when our customers succeed.
Funded model
It is important for us to consider the reality facing community pharmacists in the current market.
Pharmacies are providing real positive patient outcomes in their communities, and delivering real clinical care day in and day out, which has a vital impact. But unfortunately, pharmacy does not have a funding model that rewards the clinical work that pharmacists are trained to do.
Instead, pharmacists have to think and behave like retailers, spending the majority of their time searching across multiple wholesalers to ensure they don’t lose money on each pack.
“The challenge is that this purchasing behaviour, in addition to rising operational costs and the fact that many commonly dispensed medicines have never been cheaper, means the historic ‘one size fits all’ wholesale service model is no longer sustainable.
This is where AAH’s partnership scheme is important.
Working in partnership
This is why we introduced AAH Partnership Levels, which are designed to reward loyalty. With our new partnership approach, the services available to pharmacies is shaped by our relationship – rewarding greater loyalty with more favourable commercial benefits and premium propositions the more pharmacies trade with AAH.
While some aspects of the services we provide may differ depending on a pharmacy’s partnership level, all customers will continue to receive dependable daily deliveries and dedicated support.
The challenge is that this purchasing behaviour, in addition to rising operational costs and the fact that many commonly dispensed medicines have never been cheaper, means the historic ‘one size fits all’ wholesale service model is no longer sustainable
Ultimately, we were looking to redefine our relationships with customers, and add greater value to pharmacies and manufacturers in this challenging time. We’re moving beyond transactional interactions to build stronger, more meaningful partnerships.
The Partnership Levels approach is about aligning our service model with the overall trading relationship, and creating a more sustainable operating model for the future.”
I’m pleased to report that throughout the implementation process, AAH Partnership Levels has driven improvements in core operational KPIs, providing confidence for our key strategic partners. We’ve also received positive and constructive feedback from customers on improved service, and we will continue to invest in these areas as we move forward.
AAH is striving to always put their customers first.
I know that independent pharmacy is facing considerable pressure right now. It is crucial to maintain strong service levels, and continue to invest in the long-term sustainability of supply into the sector, and AAH remains fully committed to supporting independent pharmacy.
Support for pharmacy
At the end of the day, we want to be a great wholesaler that’s easy to do business with, and that goal runs through everything we’re doing in operations and supply chain.
Ultimately, we want to make it easy for our customers, and that means deliveries are right first time. It’s important that the customer experience with us is at the highest level possible.
What can customers expect from AAH in the future?
Customers can expect a receptive ear from their local teams and the customer service function, and the willingness to partner with our customers.
We’re working hard to provide an unrivalled level of service.
As an independent wholesaler, AAH remains fully committed to supporting independent pharmacy, maintaining strong service levels, and continuing to invest in the long-term sustainability of supply into the sector.
