With government funding down and competition increasing, pharmacy chain Rowlands has seen its turnover drop by £20 million. In a bid to differentiate his business from rivals and win new customers, managing director Kenny Black wants his 510 dispensaries to offer free health advice and excellent customer service. When Kenny goes undercover, there's a bitter pill to swallow: he discovers life-saving medicines out of stock and staff over-worked and under-appreciated. When a dedicated delivery driver is moved to tears by the job, Kenny's forced to consider if he has more to worry about than the bottom line.