PharminMeet Pharmin. Your phone, answered every time.
Pharmin answers your pharmacy’s phone, works out what the patient needs, and hands it to your team as a clear task. The patient gets an update on WhatsApp. Nobody sits on hold, and nobody at the counter fields the same five calls all morning.
Patients dial the number they always have. Nothing about that changes.
The app your team will use, start to finish.
Your phone will stop ringing.
That is the whole point. Every caller is answered on the first ring and placed in a queue ordered by priority — anything clinical or urgent goes to the top, routine repeats sit behind it. Your team works a list instead of racing a ringing phone.
Answered immediately
No engaged tone, no voicemail, no queue of missed calls to work back through at lunchtime. Every caller is picked up straight away.
Ordered by priority
Urgent and clinical requests rise to the top of the queue. A routine repeat does not sit ahead of someone who needs a pharmacist now.
Written down, not remembered
Every request arrives as a task with the patient’s own words attached. Nothing depends on a sticky note or on who happened to take the call.
Three things your team will do every day.
That is genuinely the whole job. Pick a task, read what happened, reply.
Select a task
Every call and WhatsApp message lands here as a task — a one-line summary, the patient’s name where the call made it clear, the channel it came in on, and how long it has been waiting. Sort by priority so anything urgent or clinical sits at the top rather than whatever arrived most recently. The counts along the top tell you where the list stands, and search finds a specific name or request. Nothing disappears on its own: a task stays in the list until someone marks it done.
View the call transcript
Opening a task gives you the whole conversation. For phone calls that is the recording with the transcript alongside it, and markers on the timeline flag the moments that matter — where the request was made, where a medication was named — so you can jump straight to them instead of listening end to end. The summary gives you the gist and the clinical-risk flag shows how it has been categorised; you can change that if you disagree. Read the transcript back before you act, and check the name against it — a phone call can mis-hear a name.
Respond via WhatsApp
Reply from the same screen. Anything you send goes from the pharmacy’s number, never a personal phone. Use the quick actions for the common replies — ready to collect, a custom update — or draft a message and the assistant checks consent and the 24-hour messaging window before anything leaves, offering an approved template if the patient cannot be reached on WhatsApp. Once you take over a conversation the assistant steps back and stays quiet. Mark it done and it drops out of the open list.
What we’ll need from your team.
Most of the setup is ours. This is the short list of things only your store can do — none of it takes long, and we walk you through each one.
Dashboard logins
Anyone who will action patient tasks gets an account. You’ll change the temporary password the first time you sign in.
A 30-minute walkthrough
How the assistant handles a call, and a tour of the dashboard. That is genuinely all the training the day-to-day work needs.
A 15-minute data-protection briefingRequired
Everyone who touches the phone, the dashboard or the email inbox must attend. This one is a legal duty rather than a nice-to-have, so nobody starts without it.
Name your data-protection contact
One named person in the store who takes any data question from a patient and passes it on the same day. It does not need to be a manager.
Privacy notice up at intake
A printed card with a QR code goes up where patients hand things in — before your first patient, not after.
Record your store greeting
Recorded from the dashboard in a couple of minutes. It names your store and tells callers the line is recorded.
Send your patient list
Exported from your system and uploaded in Settings. Wait for our go-ahead — the data-processing agreement has to be signed first, and we will tell you when it is.
Arrange the phone divert
If you are routing your existing number to us, your phone provider does this. Start it early — providers are slow — and we test it together with a single call.
What your team will ask first.
This is new, and the questions below come up in every store. They are fair questions, so here are the straight answers before you have to ask them.
“Patients will hate talking to a robot.”
Pharmin says it is an AI assistant on every single call — it never pretends otherwise. Anyone who wants a person is routed straight back to your team, and that route is always open.
“We’ll lose control of clinical calls.”
Nothing clinical is automated. Pharmin never gives dosage or interaction advice, never confirms stock or readiness, and never approves or changes a prescription. A pharmacist decides, every time.
“What if it goes wrong on day one?”
Your original call forwarding stays on file and is reversible in under a minute. If it is not working for your store, we switch it back and regroup — no argument.
50% of your callers on WhatsApp.
By the six-week review we want half of the people who currently phone you using WhatsApp as their main way to get in touch. Not because it suits us — because a message they can answer at 8pm beats holding on a line at 11am, and it leaves your counter free for the patients standing in front of you.