Health Destination Pharmacy Trial – Case studies Health Destination Pharmacy Trial – Case studies | Page 10

RESULTS

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This pharmacy found that by focusing on their roles and
processes within the pharmacy, they were able to not
only increase the level of consumer engagement by the
pharmacists, but better coordinate all their activities.
They saw evidence of this when they were visited by a “mystery shopper” towards the
end of the trial, which they passed “with flying colours”. The owner felt this was due to
their new team approach to education and health promotion activities.

Improved task definition increases consumer retention

»» Changes made to staff tasks and roles increased workflow efficiencies through
review of staff roles, strict time allocation for tasks and ongoing reminder systems for
change, resulting in an increase in the number of prescription items processed per
FTE per day.
»» An important measure of consumer contact, the retention score, improved by
21% over the course of the trial.1

“I GUESS THEY
PROBABLY SEE A
PHARMACIST MORE
ON THE FLOOR IS
WHAT THE MAJOR
CHANGE WOULD BE,
LIKE ACTUALLY OUT
THERE, NOT JUST
THERE A BIT”

The pharmacy had changed hands less than 12 months earlier so no historical data
were available on which to base interpretations. From the limited data available,
however, there appeared to be a positive trend in health-related sales and prescription
numbers.

– Pharmacy assistant

Increased professional services from improved processes
This pharmacy found that by making changes to their systems and processes, such as
streamlining booking processes and making use of consulting rooms, they were able to
increase their income from professional services.
Room for improvement remains, however, as there was little, if any improvement in the
major sales and gross profit financial metrics.2

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