This spring, Dutch newspapers were filled with articles about aggression in pharmacies, due to regular medicine switches for patients. These switchers are caused by material shortages, poor deliverability or a change in preferential medicine of various health insurers, enforced by Dutch law. The switches stress out everyone involved, from the patients to the specialists and from pharmacists to the general practitioners (GPs). Healthcare provider VGZ and BENU - Netherlands’ largest chain of pharmacies - initiated a project to turn this unsustainable situation around. Empathizing with each party and visualizing needs, pains and frustrations has been the key in realizing change.