Farmapunt Customer Case, Care Portal for Orders

Focus

Farmapunt is a chain of public pharmacies in North Limburg. Alongside serving patients in-store, Farmapunt also operates in a B2B context by supplying nursing homes and nearby care institutions. In this environment, transparent communication is essential, because timeliness, completeness and correctness of medication are crucial in patient care.

Context

Behind the pharmacy counter, there is a lot of additional operational activity. Care institutions submit orders in different ways, including resident medication lists. These orders ultimately reach a production robot, which counts medication for residents and packages it into individual sachets. Per intake moment, these sachets are grouped per resident into consolidated cassettes.

In a next step, the order can be supplemented with additional items such as ampoules. The goal is simple: nursing staff should have to think as little as possible about what needs to be administered per patient. That only works when the order is correct and available on time. Completed orders are delivered once per day to the different nursing homes and care institutions.

Challenges

Farmapunt faced three clear challenges:

• A surge of emails, phone calls and forwarded order links risked creating a back-office bottleneck.
• Maintaining a clear overview became difficult, making communication with care institutions harder.
• Incoming orders were not processed in a uniform way.

Solution, the Hyperfox method

Hyperfox implemented a structured approach to unify collaboration and order processing:

• A dedicated care portal integrated into the Hyperfox platform, enabling nurses to manage residents’ medication lists and order additional products on behalf of a resident.
• A connection to a formulary that functions as a product catalogue, making it easy to find products and consult the leaflet.
• A module to submit questions and request changes to orders, followed up through a helpdesk workflow.
• Consolidation of all other order intake channels into the platform, alongside the orders already tracked directly in the system.

Impact

Usability improved, but the biggest shift was operational alignment: the “requester” and the “processor” now work in the same system. As a result, order processing speed increased and visibility improved significantly for both sides.

“We chose Hyperfox because they offer a system that enables simplified communication with care institutions through their platform. The explosive growth and the daily influx of emails, phone calls and forwarded order links made it necessary to bundle everything into one platform. Only then can we enable transparent communication with our nursing homes and care institutions. Thanks to Hyperfox, we can now grow Farmapunt in a sustainable way.”
Kristien Hulsbosch, Managing Director, Farmapunt

Key learning

Farmapunt learned that uniform, digital order processing is essential to safeguard medication safety and transparent communication with care institutions. By bringing requesters and processors together in one system, speed, overview and reliability improved significantly, while enabling sustainable growth.