Fulham Palace Pharmacy is a community pharmacy and travel clinic on Fulham Palace Road, and the
sister branch to South Ealing Pharmacy under the same ownership. The team took over a pharmacy that
came with a difficult inheritance: a 3.2-star Google rating, almost no digital presence, and very
little brand recognition in a busy South West London catchment. They had the clinical capability and
the ambition. What they needed was a platform that could rebuild trust visibly, launch services
quickly, and put Fulham Palace on the map as a serious modern pharmacy.
The problem we set out to solve
The reputation challenge was front and centre. A 3.2-star Google rating sits high in the search
results, and patients see it before they see anything else. No amount of clinical quality can break
through that on its own. On top of that, the pharmacy was effectively starting from scratch
digitally: no real website to speak of, no booking system, no online shop, no way to launch new
services without developer involvement, and no infrastructure for the kind of private clinical work
the new team wanted to grow into. Every part of the patient journey needed building, and the brand
needed rehabilitating at the same time.
A platform built for a modern pharmacy
We didn't approach this as a website project. We approached it as the operating system for a modern
community pharmacy, deployed on the same foundation we'd built for South Ealing. The public site,
pharmacy admin, ecommerce shop and patient consultation pathways were all built as one connected
system. That meant the team could launch a new service in minutes rather than weeks, manage online
pharmacy orders for Wegovy and Mounjaro through dedicated workflows, and run the entire operation
from one place. Because the platform already existed, we could focus the project budget on what
Fulham Palace specifically needed: a reputation rebuild and a clinical service launch.
Rebuilding the reputation, quietly and consistently
The automated Google review email system started running from day one of launch. Every clinical
appointment now triggers a polite, well-timed request for a review, which has driven a steady stream
of fresh five-star ratings. The legacy 3.2-star average has been climbing ever since. As of now,
Fulham Palace sits comfortably over 4 stars and the trajectory is still upward. It's the kind of
quiet, compounding improvement that wouldn't have happened by chance, and it's already changed how
patients perceive the pharmacy on first encounter.
A site that does the commercial work
The new website was designed to perform. Every service has its own dedicated page, structured for
local Fulham search, with clear booking flows and the clinical context patients actually want before
they commit. The pharmacy has launched more than 40 services on top of the new platform, from ear
wax removal and Vitamin B12 injections to chickenpox vaccinations, weight loss treatment, the
Pharmacy First programme and a full travel clinic. Each one has its own optimised page, schema
mark-up and booking flow.
Private blood testing, built into the platform
One of the bigger Fulham Palace specific additions is the private blood testing service. The
platform supports the entire pathway, from booking and consent through to reporting, covering
everything from cholesterol and diabetes panels to thyroid function, hormone profiles and sexual
health tests. It turns a complex clinical service into something patients can book online in a
couple of minutes, with the pharmacy team in full control of capacity and follow-up.
Custom pharmacy admin, built around the team
The admin software was designed by working alongside the pharmacy team and understanding how a busy
day actually unfolds. Launching a new service takes minutes, with bookable slots, pricing, PGDs and
consent flows all manageable from a single screen. Online pharmacy orders for treatments like Wegovy
and Mounjaro flow through dedicated workflows, with patient records, prescriptions and notes kept in
one place. Digital consultation forms have replaced paper across the board, which has been
particularly transformative for the travel clinic, where vaccination history and risk assessment
used to slow every appointment. PGDs are now genuinely simple to manage rather than a compliance
headache.
Ecommerce that opens the pharmacy to the whole country
The shop carries more than 400 over-the-counter products, from pain relief and skincare to vitamins
and baby care, and it ships across the UK. A pharmacy that previously served Fulham now serves
anyone in the country looking for a trusted independent over a faceless online retailer. It's added
a meaningful new revenue line and given the pharmacy a national footprint without losing any of its
community feel.
A travel advisor that does the heavy thinking
The travel clinic gets a dedicated advisor tool on the website. Customers enter their destination
and the platform recommends the vaccinations they should consider, with clear context on each one
and a direct route to booking. It turns a complex, anxiety-inducing decision into a guided journey,
and it gives the clinical team a much warmer enquiry by the time the patient walks through the door.
A weight loss pathway built for outcomes
The weight loss service has its own online assessment pathway with consultation calls built in, so
patients can be assessed, prescribed and supported entirely through the platform. It's the same
clinical care the team has always offered, delivered through a journey that's easy for patients to
start and easy for the pharmacy to manage at scale.
AI-powered SEO and blogs that compound
We built an AI content engine producing clinically grounded blogs on the topics patients are actually
searching for, from coming off Mounjaro safely to when an infected insect bite needs a pharmacist.
Every piece is structured for search, reviewed for accuracy and published on a steady cadence. The
blog now feeds the top of the funnel while the service pages convert at the bottom.
Staff rota and scheduling, built in
The platform handles staff rota and scheduling, so service availability, holiday cover and shift
patterns are all manageable from the same software the team is already using every day. It removes a
real source of friction from a busy pharmacy and keeps the patient-facing booking calendar accurate
without anyone having to think about it.
The result
Fulham Palace Pharmacy has gone from a 3.2-star inheritance to a 4+ star rating that's still
climbing, with more than 40 services live, a private blood testing operation, a nationwide ecommerce
shop and rising visibility across Fulham search. The pharmacy now has the digital infrastructure to
keep launching new services, the reputation to attract new patients on first encounter, and the
clinical workflows to scale without adding admin overhead. It's the outcome we set out to build: a
brand-new community pharmacy with the platform of a national operator, and a reputation rebuilt on
the back of real clinical care, one five-star review at a time.
