For Pharmica, patient care always comes first. No wonder they’ve won our Platinum Trusted Service Award this year, and have collected more reviews than anyone else in their category.
Pharmica is one of the UK’s leading online pharmacies. They serve over a million patients, providing treatment, education and support for a range of conditions.
What makes Pharmica stand out is their holistic approach to patient care. They do everything they can to replicate the in-person experience – providing reliable health information and reminding people to take their medicine. Pharmacists are also available to speak to via phone, SMS and instant chat.
It’s fair to say Pharmica is more than just a pharmacy. Their primary aim is to make life easier for patients – and they’re doing a great job of that. So great, in fact, that they’ve won our Gold Service Award for three years running, which earned them a Platinum Award in 2024. And if that wasn’t enough, they have collected more reviews than the next four Platinum winners combined.
Why verified feedback?
According to Gregory Smith, Head of Digital Marketing at Pharmica, ordering medication online can sometimes be daunting, especially for first-timers. “Healthcare is extremely personal, so the element of risk naturally feels greater,” Gregory explains. “Plus, false information is everywhere these days. And with AI becoming so prevalent, people don’t always know what they can trust any more.”
That’s why the verified nature of Feefo is so important to Pharmica. “I’d say Feefo’s role is more crucial than anything for us at the moment.” says Gregory. “Above all, the platform helps patients make informed decisions about their health. Because the reviews are invite-only, patients get genuine, independent information from people like them. So they feel confident to trust us, and safe in the knowledge that they’re not being misled.”
Feefo and Pharmica: A partnership based on principle
For Pharmica, collecting reviews with Feefo isn’t just about stars – it’s about partnership. And we couldn’t agree more. Gregory summarises it perfectly:
“At Feefo, you’re all about helping people – it’s coded in who you are. There’s a duty of care in prioritising verified reviews. We really resonate with that, because we approach our patient interactions with the same mindset too. Those shared core values are why we chose Feefo.”
The Platinum Trusted Service Award isn’t just an accolade for Pharmica, either. It’s a symbol that they’ve made a meaningful difference to thousands of lives.
“Sure, we’re extremely proud to put the Platinum Badge on our website. It’s helped hugely with traffic,” says Gregory. “But what makes this award so important to us is that it’s grounded in fact. It’s based on real patients, using real treatments for their conditions, and sharing positive feedback about us for several years. It proves we’re helping people and changing their lives.”
Every cloud has a silver lining
Of course, not all feedback is positive. On the off chance that Pharmica receive a negative review, they do everything they can to learn from it, and improve upon what they offer. Saim Jalees, their Content Marketing Specialist, shares an example:
“At one point, we were getting quite a bit of feedback about our loyalty program. Some patients were saying they didn’t quite know how to use the points they’d earned. So we amended our communications to clarify that. We also made some changes to our website. Now, it’s much easier for patients to view and redeem their points. Thanks to the feedback, our loyalty program is so much more accessible.”
The multi-platform approach – is more really merrier?
As well as working with Feefo, Pharmica also use Trustpilot and Google to collect reviews. Why? Because of the sheer size of their patient demographic.
“We serve all sorts of people who have very different habits when it comes to getting their medication,” Saim says. “Using multiple platforms at once helps us reach them all, and shows we’re attuned to their range of online behaviours.”
According to Saim, what makes Feefo stand out from other platforms is the transparency and trust we bring to the table. “Verification is built into Feefo’s whole ethos, and that’s not always the case with other review providers,” says Saim. “Plus, people know Feefo, and they trust you. That adds huge value, because it shows people they can trust us too. You’re the badge of authenticity we need.”
Closing words
It goes without saying that verified reviews are integral for any business to succeed. But in healthcare, they hold even more weight. In the words of Gregory:
“It’s our responsibility, as a leading online pharmacy, to make sure patients get real information they can trust. Feefo is at the forefront of verification and legitimacy. And if that wasn’t enough, their team is so helpful and proactive. We can’t recommend them enough.”
