Monday, 13th April, 2020

Our response to COVID-19

In the last month, our pharmacy team has rapidly adapted to life on the frontline in the fight against Coronavirus. To ensure our patients on lockdown can still access their critical medicine we've been working around the clock to deliver medicine directly to your door.

We are proud to help play our part, to support all of our patients and the NHS. To think, not too long ago we were delivering medicine by hand, and now we're dispatching almost 20,000 items every day. It’s been tough at times but it’s a challenge we are relishing.

We wanted to say thank you to you. By using Echo you are saving, on average, 10,000 trips to the pharmacy. By doing so you are helping keep communities safe.

Our response to COVID-19

With the support of our incredible team, we're continuing to make improvements to our service every single day. Getting you the medicine you need, remains our priority.

Our Patient Care team have listened to all your feedback and here are just some of the changes we've made to improve our service so far:

Echo now operates 24 hours a day, six days a week.

In response to COVID-19, we began operating 24 hours a day Sunday to Thursday with an overtime shift on Saturday. This means we're able to dispatch five times more medicine from our pharmacy dispensary every day. 

We've doubled the size of our Patient Care team.

We are key workers, and have a duty of care to both our existing patients and to new patients who are self-isolating. Our team provides an important clinical service which means we have to grow responsibly but we are doing everything we can to increase our Patient Care response time.

Waitlist introduced to grow responsibly and manage patient demand.

To continue running operations as smoothly as possible, we introduced a waitlist for new users so that we can continue to service existing patients efficiently. We've now invited all waitlist members to join Echo and will be closely monitoring daily signups to ensure we can responsibly manage the demand for medicine delivery.

New features introduced to help you manage your medicine.

Our tech team has been just as busy as our Pharmacy and Patient Care teams. We've released a number of new features across Web and Apps to help you manage your account.

NHS Login

We’ve launched NHS login to improve GP communication. When you connect your Echo account to NHS login, we’ll sync the medicine your GP has on file for you which means you’ll no longer need to add or remove medication.

Sync reminders with your medicine cabinet

Tell us how much medicine you have left and your Echo reminders will sync with your medicine cabinet.

Return urgent prescription and collect locally

If you need to collect your prescription locally, you can return it to the central NHS system (the spine). You can do this from your account without needing to contact us. Visit the Help section and click "I need my medication sooner" to get started.

Keep track of your prescription requests

We're committed to keeping you updated every step of the way, that's why we'll email you to let you know when your prescription request is confirmed. The confirmation will include the list of medicine requests, your chosen delivery address and NHS exemption or payment information.

Thank you for your ongoing support in this unusual and challenging time. We will continue to do everything we can to help assist you, your family and the NHS.

Take care, stay home and saves lives.

Team Echo