Context
Located in Lyon – France, the Pharmacy Paul Santy is part of the Origine, le réseau group—an alliance of pharmacies that place patient care above commercial logic. Here, the emphasis is on guidance, advice, and high-quality support, with little space for cosmetic or parapharmaceutical sales. In this context, a smooth and reassuring reception experience is key to reinforcing the care-first approach from the moment the patient walks in.
Installation
Since the installation, the pharmacy adopted a comprehensive ESII reception management solution, including:
- A Keo kiosk at the entrance to distribute ticket
- Online appointment making via Orion Appointment
- A call screen, providing clear visual guidance to reduce congestion
- Real-time display on the pharmacy’s website: of the number of patients waiting and the actual wait time.
This configuration allows the pharmacy to better manage patient flow while keeping patients informed and autonomous in planning their visit.
Benefits
Shortly after installation, several Google reviews highlighted the improved organization:
- “[…] a good system for queuing”
- “[…] a very practical queue management system”
These comments speak volumes: effective queue management directly improves the patient journey, even when the technology is invisible to them.
By streamlining the journey and relieving pressure at the counter, the pharmacy boosts efficiency while protecting the human connection that defines its identity.
