Health Destination Pharmacy Trial – Case studies Health Destination Pharmacy Trial – Case studies | Page 21

CASE STUDY 5

“I THINK THE MAIN THING
IS JUST GIVING THE
PHARMACISTS MORE TIME
WITH THE CUSTOMER
AND JUST BEING ABLE TO
FOLLOW THEM THROUGH
FROM THE TIME WE PICK
UP SOMETHING OR JUST
BEING THERE, EASILY
ACCESSIBLE.”
– Pharmacy owner

CHALLENGES

SOLUTIONS

Despite the enthusiasm of the owner and the good
systems in place, this pharmacy still faced some
challenges in attempting to execute its goals.

Systems to increase pharmacist-consumer contact

The initial workflow analysis highlighted that consumer
engagement was low and they would need to work
hard to improve this. Initial openness to change
translated to some uncertainty when redefined roles and
responsibilities were discussed. Some staff felt unsure of
the proposed changes and how their positions would be
affected.
Once new initiatives were commenced, some difficulty
was experienced maintaining consistent levels of services
during busy times.

Working with the PSA coach, the pharmacy team took
a structured approach to how they would position
pharmacists, to ensure maximum opportunities to engage
with consumers. One pharmacist was assigned to the
“scripts out” area. Equally important was the involvement
of the dispensary manager in maintaining the restructured
workflow. A system of reminders was put in place to
encourage staff to stay “in position”, even in the absence of
regular staff.

Focus on health-related sales
Team leaders and champions were established to drive
a greater focus on health-related sales, along with a
system for feedback and incentives. The PSA coach also
worked with the team on tracking financial performance
of relevant departments, and linked this to planning for a
series of health promotions targeted to local needs.

“The amount of information they provided, the resources and I think
the best thing with those [PSA health promotion resources] is just to
make sure that you’ve got it in step by step form, this is exactly what
you need to do in order to make this promotion work.”

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

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