Committed to help patients, anytime, anywhere

Patients who reach out to us do so with a variety of needs. Sometimes, they need more information about particular drugs they’ve been prescribed. Other times, they urgently require a critical product that they are unable to source from local pharmacies. When situations like the latter arise, our teams jump into action, no matter where the patient is located. We try to make ways where there seem to be none.

Eleanor Davies* lives in Wales and as a breast cancer patient is prescribed an aromatase inhibitor since she is postmenopausal. The drug lowers estrogen production, but at the same time, leads to many side effects given the nature of the therapy. The Dr. Reddy’s generic suited Eleanor the best causing minimal discomfort, but about a month ago, she simply couldn’t find the product at any pharmacy near her.

At this point, Eleanor reached out to the Dr. Reddy’s team in the UK directly and was put in touch with Customer Service Manager Melanie Bettles. “Eleanor’s local pharmacy wasn’t being very helpful,” says Melanie. They were willing to give her another brand of the drug, but Eleanor was keen to use Dr. Reddy’s product only. So, Melanie and her colleague Sean reached out to a healthcare partner, and after a lot of back and forth for a couple of weeks, they managed to stock up Eleanor’s local pharmacy with 12 months’
supply of the Dr. Reddy’s product.

“Melanie’s professionalism, persistence, hard work and good humour coupled with her can-do attitude resulted in me finally being able to get the Dr. Reddy’s product from my local pharmacy,” says a grateful Eleanor. “It was a monumental effort by her to get to this point. I am convinced my quality of life will be so much better thanks to her efforts on my behalf.”

For Melanie, what matters is that everything is followed through, and that she keeps her promise to Eleanor to get the issue sorted out. “I’ve taken great pride in my work since I’ve been with the company,” says Melanie. “When situations like these arise, my team and I try our best to identify a pharmacy patients can go to by doing our research and contacting wholesalers who can help guide us with which pharmacy the product may be available.”

“My greatest achievement is making sure that patients get their medication and that’s very rewarding for me in my role.”

*Name changed

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