Health Destination Pharmacy Trial – Case studies Health Destination Pharmacy Trial – Case studies | Page 18

RESULTS

4

This pharmacy found that by creating a clear vision
statement they were able to increase the commitment
of all staff and focus their efforts on greater engagement
with consumers and delivery of professional services.
Reflective of this was their “Heart Health Day”, with 18 bookings for cholesterol and
blood pressure checks. Dispensing software was used to record readings and give
printouts. The promotion was well received by consumers, with positive verbal feedback
on health awareness messages. Disappointingly, none of these efforts was reflected in
overall sales, customer or script numbers, all of which fell during the trial period.1

Focus on consumers well received

»» Over the course of the trial, however, this pharmacy was able to achieve an 18%
increase in consumer engagement during a prescription lifecycle.2

Pre-trial

“WE ARE A
PHARMACY
THAT PROVIDES
HEALTH AND
COMPLEMENTARY
SERVICES TO OUR
CUSTOMERS. WE
LISTEN, CARE AND
RESPOND TO EACH
PERSON’S HEALTH
CARE NEEDS
BY PROVIDING
THEM WITH BEST
PRODUCTS AND
UP-TO-DATE HEALTH
ADVICE.”

A light on the horizon was the fact that despite a fall in sales overall, the average total
retail sale/consumer increased by 2% from $13.01 to $13.27, compared with the same
quarter in the previous year, no doubt reflecting the greater pharmacist involvement.1
Consumers themselves were positive about their experiences with this pharmacy, with
one commenting in the survey, “I have changed pharmacies as I feel more welcome here
and comfortable.”

Professional services take off
This pharmacy provided the equivalent of 62 DAA services and about 44 clinical
interventions per week during the trial, reaching their KPIs. The pharmacy also delivered
other services including 8 MedsChecks. The pharmacy developed, and is working with,
a MedsCheck staff training guide, to continue to grow this area.

– Pharmacy vision

18

Post-trial

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