Health Destination Pharmacy Trial – Case studies Health Destination Pharmacy Trial – Case studies | Page 16

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CASE STUDY 4

CHARACTERISTICS: Banner-aligned suburban,
shopping centre pharmacy on 290m2. Staffed
by 6 FTE, including 1 FTE pharmacist, dispensing
1,100 prescriptions/week.
OBJECTIVES: Increasing front-of-shop sales
and delivery of professional services to build the
health image of the pharmacy in preparation for
its sale, and to take individual learnings from the
trial into future working roles.
CHANGES: With an eye on the future, this
pharmacy worked with the PSA coach to
articulate a clear vision, make changes to roles
and responsibilities to improve workflow and
consumer engagement, and to implement
targeted staff training. The team set goals and
KPIs for professional programs, and an additional
pharmacist was employed to assist in delivery.
RESULTS: At the end of the Trial, this pharmacy
had achieved the goals they set in terms of
health promotions and an increased number
and range of professional services delivered,
and felt very professionally satisfied. The
greater consumer engagement was reflected
in an increased average sale/customer. On
other business metrics, the business was not
performing well, however, and further change is
necessary.

BUILDING
FOUNDATIONS FOR
FUTURE SUCCESS
Being in the process of preparing the pharmacy for sale
put this team in a unique position, with a dual focus – to
make the existing business as functional and attractive
as possible, and to prepare themselves for future
opportunities.
The focus of these efforts was to improve the health image
of the pharmacy by having a pharmacist available in the
front-of-store, and offering more professional services.
This pharmacy serves a local population of approximately
3,600 from a broader catchment of 32,000, with a larger than
average proportion of children and teenagers. It is an area
of significant socioeconomic disadvantage, according to the
area’s SEIFA scores (1st decile and 4th percentile) and the
burden of disease is unsurprisingly higher than both state
and national averages in all major areas such as diabetes,
cardiovascular disease, asthma, and mental health.
The pharmacy was already heavily involved in health
promotion activities coordinated by their banner group.
As asthma was known to be a concern in their catchment,
all staff were trained in asthma counselling and the team
were looking to develop this service further. Business
success, as well as professional satisfaction, was important
to this pharmacy. The staff were largely motivated for
providing patient focused care. Working with the PSA
coach, they agreed on the following broad objectives
pursue during the Trial:

»» improving workflow and task delegation
»» planning and executing health promotion activities
»» implementing the MedsCheck program
»» formalising communications and relationships with
local health professionals.

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Health Destination Pharmacy Trial – Case studies I © Pharmaceutical Society of Australia Ltd.