How Puri Pharmacy Improved Their Service Quality and Doubled Their Consultations
Rahul was running services across two pharmacies, but the systems behind those services were stitched together from tools that were never designed to work as one. Five tabs. Paper notes. Documentation done from memory. He didn't need more time. He needed a better system for the time he already had. This is how Titanverse changed the way his team runs consultations, and why the quality went up at the same time as the volume.
consultations
mins saved per patient
Puri Pharmacy was already running services across two sites in West London. Consultations happening daily, patients coming through the door. From the outside, it looked like a pharmacy doing everything right.
But inside the consultation room, the reality was different. Three or four systems running at once. Five tabs open. One would time out mid-consultation, and they'd have to start again. Notes scribbled on scraps of paper between patients, or typed up from memory after the patient had already left. The pharmacist splitting their attention between a screen and a person, trying to document and consult at the same time.
"You're sat with a patient, you're either typing something, not looking at the patient, or you're scribbling things down. Note taking was, in fairness, pretty poor."
The consultations were happening. But the systems behind them were never designed to work together, and every workaround carried a cost: time lost, documentation gaps, and a pharmacist who couldn't give the patient their full attention.
How they did it
One platform instead of five tabs
Titanverse replaced everything his team had been juggling.
Before and after the consultation: patient messaging, questionnaires, pre-consult forms, follow-ups. During the consultation: clinical templates, AI transcription, prescribing, compliance recording. All inside one platform. One login.
"Everything is under one roof. We could send a message to a patient to confirm their appointment, send a follow-up message. Questionnaires were built into it so we could get pre-consults from the patient."
Every clinician has their own authenticated login. Technicians running vaccinations access the same patient records as the pharmacist managing a weight loss clinic. Because it's web-based, Rahul can pull up a Hillingdon patient record from his Southall branch. His team can review records remotely too.
Templates are customised per service. Pre-appointment questionnaires go out automatically. Follow-up messages are built into the workflow. One system handling the full consultation cycle rather than four or five doing fragments of it.
The consultation itself changed
Rahul expected Titanverse to make services more efficient. Fewer tabs, less admin, faster throughput. That happened. But the thing he didn't expect was what changed inside the room.
Titanverse's AI transcription captures every word of a patient interaction in real time. The pharmacist doesn't type. Doesn't scribble. Just sits with the patient and talks.
"We can maintain good eye contact with the patient, build a really good rapport, have a conversation. Our whole clinic is recorded. Everything is compliant, no information is missed."
That saves around 10 to 20 minutes per patient. But that's not the point. The point is a pharmacist who's fully present with the person in front of them, making better clinical decisions because they're not splitting their attention between a patient and a keyboard.
"It means that we've created a safe environment for us and the patient."
At the end of each consultation, Titanverse generates a summary and stores the full transcript for legal and compliance purposes. Three weeks later, it's all there.
Before Titanverse, Rahul's team had looked at AI transcription tools designed for private clinics. But those were separate systems, meaning yet another tab, another login, another place to copy and paste from. Having it built directly into the consultation platform changed the equation entirely.
"Honestly, I can't believe that AI transcription wasn't a thing in pharmacy before."
A safety net that teaches
DemDX is integrated directly into the Titanverse screen. Not a separate portal. Not another tab.
It provides structured clinical pathways for consultations, from travel vaccinations to independent prescribing. Fever pain scores, safety-netting questions, prescribing guidelines. All mapped to published clinical protocols.
"It uses algorithms to guide you, almost like your safety net in making decisions."
But it's not just ticking boxes. Rahul describes consultations where the pathway flagged a question his team hadn't considered.
"There's been situations where there's a question that you may not have asked before. You learn from that. For your next consult, you realise, actually, I'm going to ask that question."
At the end of the consultation, everything goes into the patient record with one click. Clinical notes, vitals, pathway data. All timestamped. All stored on the patient's dashboard.
Doubled consultations. Higher standards.
Across both pharmacies, Rahul's team has doubled the number of consultations they deliver.
More volume usually means something slips. That didn't happen here.
"The standard of our consultations has always been high, but now the standard of our notes, the information we send back to the GP surgery, to primary care, secondary care, is completely improved. We can now do a lot more, but at a higher standard."
The Hillingdon site has been renovated with two consultation rooms built for this model, and the Southall branch is being redeveloped along the same lines. Weight management, travel health, earwax removal, phlebotomy. Some of those services run directly through Titanverse from booking to documentation. Others, like earwax removal, benefit from the time and capacity that the platform creates. Either way, the pharmacist stays in the consultation room.
"It doesn't have to be 10 or 20 different services. It could just be one service that you do, and you do a really good job at it."
What it comes down to
Rahul's old setup wasn't broken in the dramatic sense. It worked. Services ran. Patients were seen.
But every consultation carried the weight of systems that weren't designed to talk to each other. Five tabs. Paper notes. Documentation done from memory. Time lost to admin that should have been spent with patients.
Titanverse didn't add more hours to the day. It made the hours he already had work properly.
"People still regard pharmacies as chemists. We're now clinical diagnostic hubs. If we can provide safe and effective services and integrate software like Titanverse, it's limitless to what you can do in your pharmacy."
Rahul's running two pharmacies on one platform. Doubled his consultations. Improved his documentation. And his pharmacists are actually looking patients in the eye.
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