“Consultation plus”: pharmacies as the initial point of contact for healthcare advice
Added value in the network
What should you do if acute health problems occur, but your General Practitioner (GP) is not available? Going to the emergency ward is not an option, especially for minor symptoms. With “Consultation plus”, pharmacies offer a reliable solution: not only does it help customers quickly and competently, it also helps to ease the burden on the wider healthcare system.
On Friday afternoon, Anna feels an unpleasant and unfortunately familiar aching sensation. “Not again,” she thinks. It’s a sure sign of a bladder infection – and just before the weekend, too. Anna is impatient, but it is already too late to visit her GP today. She calls a friend and explains the situation. Her friend responds promptly and tells her about her recent experience with a painful skin rash: after a consultation at the pharmacy, she received immediate and rapid help. Anna goes to the Amavita website, books an appointment online at the nearby pharmacy and provides information about her symptoms.
With “Consultation plus”, Galenica has created a service that provides support in acute situations like these. “The demand for advice on health problems is growing rapidly,” says Daniele Madonna, Pharmacist and Chief Pharmacies Category Management & Health Services at Galenica. “More than 350,000 fee-based consultations and healthcare services were provided in our pharmacies in 2025.”
The very next morning at 9 a.m., she is sitting in a discreet consultation room at the Amavita pharmacy. The pharmacist asks specific questions to get a comprehensive picture of Anna’s symptoms. The conversation is both structured and personal. Anna is relieved: she feels that she is being taken seriously and is in good hands. The pharmacist explains the assessment and the next steps to her in a transparent manner. Anna receives appropriate treatment, combined with valuable tips on how to alleviate the symptoms and prevent the problem from recurring. She is glad to hear that the pharmacist could even dispense prescription medications if necessary.
Pharmacies are increasingly becoming a central point of contact for basic healthcare. “With the second cost-containment package, the federal government is further strengthening the expertise of pharmacies,” explains Daniele Madonna. “Consultation plus relieves the burden on medical practices and emergency wards and provides patients with fast, often conclusive help.”
Anna’s situation is a prime example of what the “Consultation plus” service is designed for: minor bladder problems – as well as gastrointestinal complaints, skin rashes and erectile dysfunction – are among the most common concerns for which customers seek in-depth advice. Thanks to the competent care she received, Anna leaves the pharmacy with an effective treatment plan, clear information and the comforting feeling that she is in good hands. She is already feeling much better the next day.
In addition to consultations for acute health problems, the service also includes vaccinations and various health checks. This makes “Consultation plus” an important element for long-term customer loyalty. “Anyone who receives expert advice and support for health issues will have positive memories of the service they received and is likely to come back,” says Daniele Madonna.