Home-Delivery-Service: The combination of customer enthusiasm and efficiency
The delivery service provided by Galenica pharmacies makes it easier for people to access medical care. This service was reorganised a few months ago now. In this interview, Project Manager Shqipe Bytyqi explains, who the offer is intended for and how it is being made more efficient.
Shqipe, what is the home delivery service provided by the pharmacies?
With our home delivery service, we deliver medication to patients’ homes. As with bricks-and-mortar pharmacies, all quality requirements and legal framework conditions are always complied with.
Who is the offer aimed at?
The service is aimed at the pharmacy’s regular customers, primarily the elderly and people with reduced mobility. The home delivery service also makes life easier for residents from rural or poorly developed regions.
How does the service work from the patient’s perspective?
The process is deliberately designed to be simple and straightforward. The first step is to contact the pharmacy – either by phone, email or an in-person visit. The pharmacy team then prepares the prescription, provides individual advice if necessary and puts together the order. A courier will then collect the medication from the pharmacy and deliver it to the patient’s home. The result is a safe, practical and personal service that makes medical care much easier, especially for people who are no longer mobile.
How is this service organised?
Pharmacy delivery services have already been around for several years. Until recently, however, pharmacies offered delivery on a case-by-case basis, for example without coordinating with colleagues in the surrounding area, which wasn’t particularly efficient of course. My project is about maintaining top service and making it more affordable at the same time by connecting regions and coordinating deliveries. This “pooling” approach means we can delight our customers while optimising efficiency at the same time. For example, not every pharmacy needs its own vehicle for deliveries anymore.
In which regions have you already deployed the “pooling” system?
We have already organised the delivery service into “pools” throughout Western Switzerland and in Biel/Bienne, Bern, Lucerne, the Bernese Oberland, Zurich and the Jura. And we are in the process of expanding it so that we can offer this type of patient-oriented care in other regions of Switzerland and organise it efficiently. We are also investing in an increasingly sustainable vehicle fleet. Since 1 May 2025, two electric delivery vans have been in use to deliver medications to people’s homes.
