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At Dr. Max we are

Customer Centric

For us, Customer Centricity is a mindset that empowers us to make a lasting impact on the people we serve, ensuring we remain their first choice for health, beauty, and wellbeing.

However, the principle of Customer Centricity doesn’t just apply to our relationships with customers in pharmacies or online. It runs throughout the entire company, allowing us to find common ground with our business partners and listen to our employees, providing them with the support they need and deserve.

Looking for expert tips?

Ondřej Zmek, UX Specialist

Being human always matters

"I always remind myself that we’re all human. Even in e-commerce, there are real people with real emotions behind the screens. I focus on how they feel when using our services. The same applies in the office—greeting colleagues, smiling, and showing genuine interest beyond work truly makes a difference."

Do you have your own customer centrick?

We would love to hear yours too! Open the form, share it with us, and inspire others. Every small action can make each of us more Customer-centric.

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Inspirational customer centricks from all of you

Cand oamenii ne calca pragul farmaciei de atat de multe ori...saptamanal unii dintre ei, cand primul gand atunci cand au o problema este sa vina la noi pentru un sfat.... atunci stii ca ceea ce faci, faci BINE!
Cristina ionita
ro
Z každým receptem od lékaře vidíme konkrétní zdravotní obtíž, konkrétní osud, konkrétního pacienta, proto já i mí kolegové v centrální laboratoři vše připravujeme s náležitou péčí.
Tomáš, centrální laboratoř, Brno
cs
Chi viene nelle nostre farmacie ha bisogno di un aiuto e già varcare la porta di entrata è una scelta perni nostri clienti,j nostri clienti ci scelgono per la disponibilità offerta tutti i giorni sul territorio h24 365 giorni all'anno e sanno bene che da noi non solo possono trovare sempre un consiglio, ma soprattutto umanità e siamo sempre a pronti a tendere la mano
Farmacia Centrale Torre Annunziata
it
Je potěšením, když se za námi klienti vrací a radostí, když nás milým slovem odmění za naše odborné poradenství a péči. Dává nám to motivaci a chuť do dalších pracovních dní. Vždyť kvůli pomoci a péči o druhé jsme si většina z nás toto krásné povolání lékárníka vybrali.
Michaela/ Zlín
cs
I think about when and how I communicate, making sure I don’t interrupt focused work time or bring up last-minute requests. Just like in a pharmacy, timing matters!
Honzo, BDC, Praha, Česko
en
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Non metto mai fretta ai clienti. Mi prendo sempre un momento in più per ascoltare, rassicurare e dare loro il tempo di fare domande e prendere decisioni informate.
Giulia, Milano, Italia
it
Keď vidím niekoho, kto potrebuje pomoc, neváham. Pomôžem staršiemu zákazníkovi odniesť tašku alebo ponúknem stoličku pri čakaní. Malé gestá robia lekáreň priateľskejším miestom.
Zuzana, Bratislava, Slovensko
sk
Vždy se snažím každého zákazníka pozdravit do 10 sekund – ať už úsměvem, pozdravem nebo rychlým „Hned se vám budu věnovat.“ Malé gesto, které dělá velký rozdíl.
Jana, Praha, Česko
cs
I always make an effort to greet my colleagues every morning—because feeling acknowledged sets the right tone for the day.
Martin, BDC, Prague, Czechia
cs
Evit jargonul medical complicat și explic lucrurile într-un mod prietenos și accesibil, astfel încât clienții să înțeleagă cu adevărat opțiunile lor și să se simtă siguri în alegerile pe care le fac.
Bianca, Bucharest, Romania
ro
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Pamätám si preferencie zákazníkov – či už ide o ich obľúbené vitamíny alebo špecifické potreby pleti – aby som mohol odporučiť produkty, ktoré im skutočne vyhovujú.
Mária, Košice, Slovensko
sk
Dbam o klientów nie tylko w aptece – szukam sposobów, aby wspierać lokalne inicjatywy zdrowotne, angażować się w wolontariat lub dzielić się wiedzą o zdrowiu.
Anna, Warsaw, Poland
pl
S ponosom nosim svoju značku “Pitaj me bilo šta”, da pokažem kupcima da sam tu ne samo za recepte, već i za bilo koje pitanje o zdravlju i dobrobiti.
Nikola, Beograd, Srbija
rs
Prima di iniziare a lavorare, mi prendo un momento per controllare come stanno i miei colleghi – chiedendo “Come va oggi?” o “Hai bisogno di un caffè?” I piccoli gesti creano connessioni più forti.
Marika, Modena, Italia
it
To share ideas from across Europe, we use automatic translation. It may not be perfect, but it helps us get inspired by one another - without language barriers.

The Customer-cenTRICKs of Europe’s Top Pharmacies

What sets the best apart? It’s not just what they offer - it’s how they care. The 100 TOP EU pharmacies, recognized at the osCARE Awards, have mastered the art of putting customers at the center of everything they do.

From small gestures that make a big impact to game-changing innovations, these pharmacies have turned care into a craft. Curious to see how they do it? Explore their customer-cenTRICKs below and get inspired.

“Showing genuine interest in every patient and always maintaining a positive attitude.”
Dr. Max Břeclav, J.Palacha
Czech Republic
“Complex care, informing customers about discounts, and strong cooperation with doctors. Every birthday or name day, we give patients a brochure with Dr. Max products to browse at home. We strive to be kind, human, and empathetic to each other, supporting one another every day.”
Dr. Max 6, Turzovka
Slovakia
"We try to help every patient who enters, even if we don’t have the product in stock, redirecting them to another pharmacy or online."
Dr. Max Ștefănești 2
Romania
"We treat each patient with respect and dignity, listening effectively, understanding their needs, and ensuring a balance between service and care."
Dr. Max Koło
Poland
"The calm and welcoming atmosphere in our pharmacy makes every patient feel safe and comfortable."
Dr. Max Catania - Garibaldi
Italy
“Customers visit our pharmacy not only for medicine but also for health advice, nutrition, supplements, and cosmetics. We create a welcoming atmosphere and tailor recommendations to their needs, ensuring a pleasant experience.”
Dr. Max Mirijevo 15176
Serbia
“We care for our customers like family, offering treatment with the utmost integrity. We are happy when they return with a smile.”
Dr. Max Uherské Hradiště, Tesco
Czech Republic
“Empathy and humanity are at the core of our pharmacy. Each of us has our own way of creating a friendly atmosphere, but what connects us is our love for this job—it makes everything so much easier.”
Dr. Max 336, Turčianske Teplice
Slovakia
"We pay close attention to patients’ needs, communicate openly, and always end each conversation on a positive note."
Dr. Max Alexandria 5
Romania
"Pharmacists should prioritize patient care, empathy, and patience. A warm welcome builds trust and encourages loyalty."
Dr. Max Łęczyca
Poland
"A welcoming attitude, attention to customer needs, and a focus on humanizing the business make a difference."
Dr. Max Genova - Massena
Italy
“A smile and kind words go a long way. We make sure to answer all patient questions, support them, and sometimes even offer a warm hug when needed.”
Dr. Max Železnik 15136
Serbia
“A warm smile and good advice make all the difference.”
Dr. Max Žďár nad Sázavou, Albert
Czech Republic
“We don’t rely on tricks—just a warm smile and a friendly approach. A simple, kind attitude creates a welcoming space for our customers.”
Dr. Max 134, Poprad
Slovakia
"We never turn away a patient; if we don’t have a product, we find ways to get it quickly, always keeping them informed."
Dr. Max Sf. Gheorghe 3
Romania
"Every patient receives maximum attention and an effective therapy plan tailored to their individual needs."
Dr. Max Nowy Sącz
Poland
"Empathy allows us to connect with patients, making them feel heard, understood, and supported."
Dr. Max Fano - Negusanti
Italy
“Our Customer CenTrick is patience, kindness, and dedication. A welcoming atmosphere comes from honesty and true love for our profession.”
Dr. Max Zemunske kapije 15050
Serbia
“Respect, patience, and the willingness to always provide the best advice.”
Dr. Max Litvínov, KFL
Czech Republic
“A pleasant attitude, a genuine smile, and real interest in the patient. Good relationships among colleagues create a friendly atmosphere that naturally extends to our customers.”
Dr. Max 113, Púchov
Slovakia
"A smile, a positive attitude, and personalized recommendations keep our patients coming back."
Dr. Max I Brașov 10
Romania
"We treat every hospital staff member as part of our team, ensuring seamless holistic care for patients."
Dr. Max Warszawa
Poland
"A positive team spirit is key—our friendly and relaxed environment helps create a welcoming pharmacy."
Dr. Max Poggibonsi - Commercio
Italy
“Patient care is our priority. If someone says they can always count on us, we know we’ve done our job right.”
Dr. Max Bor 15170
Serbia
“We treat every customer as if they were our closest family.”
Dr. Max Havířov, KFL
Czech Republic
“We don’t use tricks—customers sense that. Genuine customer focus, teamwork, and mutual respect create a unique pharmacy atmosphere.”
Dr. Max 313, Košice
Slovakia
"We greet every patient warmly, listen carefully, and make sure they leave feeling valued."
Dr. Max Caransebeș 2
Romania
"Understanding patients’ problems and listening to their concerns allows us to provide expert advice with empathy."
Dr. Max Koszalin
Poland
"We put the customer at the center, ensuring a comfortable and well-maintained pharmacy environment."
Dr. Max Pontinia - Cavour
Italy
“Dedication, respect, and understanding for every patient lead to satisfaction on both sides. A smile and kind words make all the difference.”
Dr. Max Vojvode Stepe 15143
Serbia
“A welcoming atmosphere and a personal approach build trust, making customers want to return.”
Dr. Max Tanvald
Czech Republic
“A smile, a willingness to help, and patience—because sometimes customers are frustrated and just need understanding.”
Dr. Max 26, Vranov nad Toplou
Slovakia
"Identifying patient needs, open communication, and empathy help create a strong pharmacist-patient bond."
Dr. Max Cernavodă 1
Romania
"We make every patient feel heard and valued, offering clear guidance and expert recommendations."
Dr. Max Bytom
Poland
"We always give our best, believing in the power of professional and compassionate care."
Dr. Max Giaveno - Umberto
Italy
“We listen to our patients, respond to their needs, and ensure they leave satisfied. A friendly attitude and a warm smile go a long way.”
Dr. Max Subotica 15084
Serbia
“Understanding—whether for a sick patient, a tired parent, or an adult caring for their elderly loved one.”
Dr. Max Rokycany, Malé náměstí
Czech Republic
“A positive approach and a smile are free. Listening, empathy, and good advice are the best medicine. We also take care of each other as a team.”
Dr. Max 224, Prešov
Slovakia
"Every smile and warm greeting fosters trust and strengthens our relationships with customers."
Dr. Max Oradea 13 Profi
Romania
"We treat all patients equally, with understanding and respect for their unique needs."
Dr. Max Nowy Sącz
Poland
"Listening carefully and providing clear, effective consultations help us build long-term relationships with patients."
Dr. Max Torre Annunziata Centrale
Italy
“A personalized approach, expert advice, and a warm welcome create an atmosphere of trust and care. We are always here to support our patients.”
Dr. Max Novi Beograd 15200
Serbia
“Expertise, kindness, willingness, and a sense of perspective—we don’t take things personally.”
Dr. Max Česká Třebová, KFL
Czech Republic
“We treat our customers the way we’d want to be treated—listening, educating, and following up to ensure the best care.”
Dr. Max 5, Vranov nad Topľou
Slovakia
"People return to our pharmacy because of our empathy and commitment to solving their problems."
Dr. Max Slatina 1
Romania
"A thorough patient interview is key to providing the best care, along with offering comprehensive treatment options."
Dr. Max Pleszew
Poland
"Humanity, kindness, and empathy make patients trust us and return to our pharmacy."
Dr. Max Forli Diaz
Italy
“We provide personalized service with careful listening, expert advice, and clear explanations. A friendly atmosphere and a warm smile make all the difference.”
Dr. Max Kruševac 15058
Serbia
“We treat every customer as a unique individual and respect their personality.”
Dr. Max Chomutov, KFL
Czech Republic
“Politeness, a smiling staff, and a human approach. A stress-free atmosphere makes all the difference.”
Dr. Max 555, Prievidza
Slovakia
"Our dedication, passion, and knowledge instill trust and confidence in patients."
Dr. Max Baia Mare BF 1
Romania
"We always greet patients with a smile, actively listen, and make sure they feel supported."
Dr. Max Łódź
Poland
"Creating a familiar environment allows customers to feel at ease, open up, and receive thoughtful advice."
Dr. Max Camaiore Sarzanese
Italy
“Genuine care and attention for every patient make all the difference. We always offer expert advice, support, and a warm smile.”
Super Dr. Max Beograd 15192
Serbia
“No secret trick—just fast, efficient service with a friendly approach.”
Dr. Max Český Těšín, KFL
Czech Republic
“A smile and a kind word. Humor and tolerance help us create a relaxed, welcoming environment.”
Dr. Max 461, Topolčany
Slovakia
"A smile, empathy, and patience ensure our customers leave feeling cared for."
Dr. Max Deva 9
Romania
"Every patient receives personalized attention, expert recommendations, and support beyond just dispensing medication."
Dr. Max Brzesko
Poland
"We welcome customers with warmth and make sure they leave with a smile."
Dr. Max Corinaldo Corso
Italy
“We welcome and send off every customer with a smile. Patience and attention make them return to us.”
Dr. Max Sarajevska 15035
Serbia
“We are always fair and open with our customers. Our priority is making sure they feel fully cared for.”
Dr. Max Liberec, KFL Polní
Czech Republic
“We give every patient our full attention and listen to them. People can sense when someone genuinely cares, and that’s why they return.”
Dr. Max 382, Nitra
Slovakia
"Active listening, thorough needs assessment, and a warm atmosphere build strong patient relationships."
Dr. Max Deva 10
Romania
"Greeting customers with a smile and ensuring they feel at home fosters a sense of trust."
Dr. Max Gdańsk
Poland
"A friendly and warm welcome, along with encouragement and clear explanations, helps patients feel comfortable."
Dr. Max Manerbio Mazzini
Italy
“In our small pharmacy, patients are warmly welcomed and listened to. We share their stories, celebrate their progress, and create a safe space they return to—even just to say hello.”
Dr. Max Majdanpek 15166
Serbia
“A smile, kindness, and empathy—we want to be the first choice for everyone.”
Dr. Max Frýdek Místek, Tesco
Czech Republic
“We care about patients’ health and solving their problems. A friendly attitude, empathy, and a willingness to help make all the difference.”
Dr. Max 104, Kráľovský Chlmec
Slovakia
"Every patient is treated individually, with time given to fully understand their concerns and provide optimal solutions."
Dr. Max Oradea 12, Kaufland
Romania
"Our pharmacy greets every customer with a smile and a willingness to help."
Dr. Max Gdynia
Poland
"Respect and empathy are key—we always listen, provide solutions, and make sure every patient feels valued."
Dr. Max Magenta Roma
Italy
“We aim to build close, personal relationships with patients by sharing experiences and creating a trusted, friendly environment with a united team.”
Dr. Max Novi Sad 15095
Serbia
“Our secret is more than expert advice and a personal approach—it’s making our customers feel at home.”
Dr. Max Nový Jičín, Albert
Czech Republic
“Empathy is key. Many patients share personal concerns with us, and we remember their names to make them feel welcome.”
Dr. Max 466, Dubnica nad Váhom
Slovakia
"Creating a space where patients feel safe and understood is crucial to effective pharmacy care."
Dr. Max Tr. Severin 5
Romania
"When customers walk into our pharmacy, they find empathy, understanding, and a willingness to help."
Dr. Max Jarosław
Poland
"We take pride in our warm team, always listening carefully and providing expert guidance."
Dr. Max Seriate Adamello
Italy
“Expertise, patience, and empathy make our patients feel safe and at ease when they visit our pharmacy.”
Dr. Max Veternik 15097
Serbia
“A smile and kindness are the foundation of our service.”
Dr. Max Teplice, OC Fontána
Czech Republic
“Every patient leaves not just with what they came for but also with advice, a smile, and a kind word. We go beyond the expected.”
Dr. Max 270, Nováky
Slovakia
"A warm welcome and dedicated customer service make our pharmacy stand out."
Dr. Max Focșani 9
Romania
"Listening, understanding, and building trust with customers are essential in providing great service."
Dr. Max Jaworzno
Poland
"Patients return because they trust us to always offer them solutions and support."
Dr. Max Calvisano Repubblica
Italy
“We actively listen and understand. Personalized care, dedication, and genuine concern for every patient matter most.”
Dr. Max Železnik 15140
Serbia
“Patience, a smile, and empathy—sometimes, even a skirt and knee-high socks help brighten the day!”
Dr. Max Klášterec nad Ohří
Czech Republic
“A smile, willingness to help, and genuine interest in each patient. Communication and understanding create trust.”
Dr. Max 164, Prešov
Slovakia
"We greet customers with a warm smile, offer friendly assistance, and ensure they receive the care they need."
Dr. Max Urziceni 1
Romania
"We take time to listen, provide useful advice, and maintain a clean and welcoming pharmacy environment."
Dr. Max Murowana Goślina
Poland
"Trust and professionalism ensure that our pharmacy remains a preferred choice for many customers."
Dr. Max Veronella Marcello
Italy
“There’s no trick—every patient has a unique story, and our goal is to provide the highest quality of care with a positive attitude.”
Dr. Max Aleksandrovac 15060
Serbia
“Endless patience, kindness, and the ability to truly listen and advise.”
Dr. Max Ústí nad Labem, u Grandu
Czech Republic
“We act with humanity and honesty. Patients sense when we genuinely care, and that builds long-term trust.”
Dr. Max 515, Nitra
Slovakia
"Listening to our customers’ stories and treating them with compassion strengthens the relationship between pharmacist and patient."
Dr. Max Năvodari 2
Romania
“We approach each patient individually, actively listening and offering thoughtful advice, ensuring they feel valued and supported.”
Dr. Max Bielsko-Biała
Poland
“Through simplicity and professionalism, we build trust with customers, making them feel at home and always at the center of our attention.”
Dr. Max Ospitaletto Moro
Italy
“A smile and a positive attitude go a long way. Some customers need quick service, others just need someone to listen.”
Dr. Max Čáslav, KFL
Czech Republic
“We make sure every patient finds what they need and gets the best possible advice. A strong, happy team means better care for customers.”
Dr. Max 265, Starý Smokovec
Slovakia
“Every patient has a story, and we are honored to be part of it. We offer empathy, professionalism, and a safe, welcoming environment.”
Dr. Max Bacău 15
Romania
“We don’t have any tricks—just genuine care. We treat every patient as if they were a close friend or family member.”
Dr. Max Jablonec, KFL
Czech Republic
“A smile, understanding, good advice, and another smile! We are a ‘smiling pharmacy’ where every patient feels cared for.”
Dr. Max 340, Moldava nad Bodvou
Slovakia

Wanna see who made it to the top 100?

What makes a TOP EU pharmacy? More than great service—it’s passion, dedication, and care. From innovations to everyday moments, these pharmacies shape the future.  Explore what true customer centricity and excellence in pharmacy look like.

Explore their stories, get inspired!

Coming soon

Customer Centric
Ambitious
Respectful
Engaged