Health Destination Pharmacy Trial – Case studies Health Destination Pharmacy Trial – Case studies | Page 19

For this pharmacy, there was the realisation that positive
feedback from staff and customers alone is not enough
to drive business growth. In order to capitalise on these
positive aspects, more than a vision is necessary. While
some of the changes they might have made were not
possible given the impending pharmacy sale, plenty of
scope for improvement remains.

Capturing and monitoring data is essential to track
progress
This pharmacy’s owner realised relatively quickly that a lack
of awareness of pharmacy performance in key categories
was hampering their ability to improve the business. Once
they had the data in front of them, and with the assistance
of the PSA coach, they were able to be more strategic in
how they approached change. The coach commented,

“Preparing the report for financials was a valuable experience, as the
owner had not analysed departmental performance previously.”
Teamwork and empowerment through professional
services
At this pharmacy the team came together in pursuit of
goals related to professional programs, and felt empowered
to make the changes that allowed them to pursue this role.

“Professional services have blossomed for us. I’ve been able to
do MedsChecks, Clinical Interventions when I’ve had the second
pharmacist on. I think it’s been positive, I feel like I’m ahead of the pack
because of the Trial where other people in our banner group are still
struggling with [professional services].’’

CASE STUDY 4

KEY LEARNINGS

ABOUT THE HEALTH
DESTINATION PHARMACY
TRIAL
In 2012-13, as part of its commitment to building
capability in pharmacy and positioning the profession
for the future, PSA conducted a trial to test the feasibility
of a changed model of pharmacy practice in which
the pharmacist is repositioned as a primary healthcare
provider and the pharmacy as a healthcare destination.
The 14 participating pharmacies received assistance
to make changes to their business model to achieve
sustainable delivery of consumer-focused health
services, enhance the pharmacy’s image as a health care
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