The Pharmaceutical Journal
Vol 269 No 7214 p311
7 September 2002

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Boots (www.wellbeing.com)

Boots adjusts its wellbeing services

Boots The Chemists is continuing to modify the range of "wellbeing" services it offers through its largest stores. The latest variation was revealed when Boots unveiled a £6m refurbishment of its flagship store in Nottingham last week.

One of the main changes is to bring the wellbeing services and the more traditional pharmacy and beauty products closer together. Previously, wellbeing services have often been located on a separate floor to standard products, as is the case at Reading (PJ, 17 November, 2001, p705). Instead, the Victoria Centre store in Nottingham has a wellbeing services booking desk on its main floor and some standard selling space on its upper floor alongside the services area. The aim is to increase customer flow past the services area.

The range of services offered is also being modified to reflect demand shown by the public. Nottingham offers laser eye surgery and other ophthalmic services, dentistry, chiropody, laser hair removal, a travel clinic, massage, facials, a nail bar, tanning, reflexology, aromatherapy and hearing care. There has been an increase in the provision for dentistry with six consulting rooms, four of which are currently in use. The dental section also has a separate door so that it can operate outside the normal store opening hours. Two hearing test rooms are provided. Unlike Reading, there is no herbal or homoeopathic dispensary and a number of other lifestyle services are not offered. There is a single reception point upstairs for all the services and an instore call centre handles all telephone enquiries.

The pharmacy section has also been refurbished following a move within the store. A dispensing carousel has been installed and a separate consulting room is to be fitted shortly. The pharmacy has three full-time pharmacists, including the pharmacy manager. More distinct queuing areas have been introduced for the dispensary and the medicines counter. As well as the planned consulting room, there is a small consulting area at the end of the medicines counter. Pharmacy staff can make appointments for customers for the wellbeing services from there.

Digby Emson, superintendent pharmacist at Boots, said that the company is aiming to integrate its health care and wellbeing services more closely, with customers being encouraged to see different health care professionals within the same store.