In this episode of Chain Reaction, host Michael Ostroumov welcomes Natasha Jones, Head of Operations at GMG Pharmacy, to explore the intersection of healthcare, retail, and logistics. Natasha shares her journey from a pharmacy dispenser to leading operations across a growing network of ten branches. She offers a compelling look into the strategic agility required to manage pharmaceutical supply chains, particularly in the wake of COVID-19 disruptions and ongoing global volatility.

The discussion delves into the evolution of pharmacy logistics, digitization, AI-powered stock management, and community-centered healthcare delivery. Natasha highlights GMG Pharmacy’s adaptive logistics , from flexible delivery routes to resilient procurement networks , and the company's vision for pharmacies as central healthcare hubs. The episode concludes with Natasha’s candid advice for newcomers navigating the dynamic world of operations and logistics.

Guest Bio

Natasha Jones is the Head of Operations at GMG Pharmacy, where she oversees a network of ten branches across South, North, East Essex, and Wiltshire. With a background that spans hands-on pharmacy dispensing to high-level operations, Natasha brings a pragmatic and people-centered approach to pharmaceutical logistics. She led GMG Pharmacy through the pandemic by scaling up vaccination services via roving models and pop-up clinics, and she now focuses on optimizing delivery logistics, AI integration, and collaborative procurement strategies to enhance community health access.

Takeaways

• Natasha began her career as a dispenser and advanced through roles by embracing operational challenges.
• During COVID-19, she managed four clinics plus mobile units , building a foundation for her leadership in operations.
• GMG Pharmacy now operates ten branches and manages its own delivery fleet using route optimization software.
• The company utilizes AI tools cautiously, focusing on stock management and operational efficiency.
• AI-driven forecasting and web chatbots help alleviate workforce pressure while improving service.
• Digitization is central to their logistics, enabling oversight and inter-branch inventory coordination.
• GMG sources pharmaceuticals from 10–12 wholesalers to build supply chain resilience and pricing flexibility.
• Home delivery models are adjusted dynamically based on local demographics and demand patterns.
• Future tech plans include expanding automation and leveraging patient collection machines.
• Natasha sees community pharmacies evolving into healthcare hubs offering faster, localized care.
• NHS initiatives like Pharmacy First are helping shift minor treatment away from overburdened GP systems.
• Underfunding and staffing remain challenges; ongoing NHS investment supports the expansion of services.
• Natasha emphasizes trust-based supplier relationships and transparent collaboration.
• Her advice to newcomers: embrace the complexity, ask for help, and know that everything eventually clicks.

Chapters

00:00 Introduction and Natasha’s logistics journey

03:00 GMG Pharmacy’s business model and service range

04:30 Handling disruptions and global supply challenges

06:20 Forecasting demand and AI in stock management

07:50 Digitization and operational improvements

09:10 AI applications and limitations in pharmacy

10:15 Automation and robotics in pharma logistics

11:30 Home delivery logistics and optimization

13:00 Evaluating outsourcing vs. in-house delivery

15:00 Trust and personal touch in customer service

16:00 Upstream procurement and wholesaler strategy

18:00 Building trust with multiple suppliers

19:30 Evolving role of pharmacies in community care

21:00 NHS support and funding constraints

22:45 Collaborating across healthcare ecosystems

24:30 Advice for newcomers in operations and logistics

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Natasha Jones

Michael Ostroumov