Health Destination Pharmacy Trial – Case studies Health Destination Pharmacy Trial – Case studies | Page 12

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CASE STUDY 3

CHARACTERISTICS: Banner-aligned, strip
pharmacy on 240m2, in a suburb of a major city.
Staffed by 8.5 FTE, including 2.5 FTE pharmacists,
dispensing approximately 1,000 prescriptions/
week.
OBJECTIVES: to reposition the pharmacist into
the front-of-shop for improved consumer care; to
increase front-of-shop sales; and to increase the
number of clinical interventions.
CHANGES: Working with the PSA coach, this
pharmacy took a systematic approach to making
changes to the roles and responsibilities of team
members to improve workflow and efficiency,
and improving communications. Professional
programs such as MedsCheck and Clinical
Interventions were implemented, with the
team setting goals and KPIs, and the PSA coach
helping them to track their progress.
RESULTS: At the end of the Trial, this pharmacy
reported positive experiences from their
improved processes and increased delivery
of professional programs, which resulted in
better relationships with consumers and other
health professionals. While this proved to be
professionally satisfying, it was not reflected in
the financial metrics, however, allowing plenty of
scope for further improvement.

REINVIGORATING THE
PASSION FOR WHAT
WE DO
Philosophically, the team at this pharmacy were keen to
embrace the concept of repositioning the pharmacist and
had already started to make some changes prior to the
start of the Trial, including reallocating one staff member
to the dispensary on a full time basis.
The pharmacy were also already using tools, such as
computer software, to support provision of professional
services and were active users of consumer health
information such as Self Care Fact Cards and consumer
medicine information leaflets.
This pharmacy serves a population of approximately
20,000, in an area of relative socioeconomic advantage
(SEIFA scores in the 8th decile and 78th percentile), with
an above-average number of people aged over 75 and
in the 35-45 year old age group. The pharmacy had done
little in the way of health promotion activities and had
mixed results in the past about increasing their consumer
base from those activities. The pharmacy’s local area
analysis report indicated that arthritis was a key area on
which to focus. The pharmacy had an existing ‘charter’ or
strategic direction and had already undertaken an analysis
of their strengths and weaknesses.
Working with the PSA coach, they agreed on the following
broad objectives to pursue during the Trial:

»» repositioning the pharmacist into the front-of-shop for
improved consumer care

»» to increase front-of-shop sales
»» to increase the number of clinical interventions
documented and claimed.
The manager immediately commenced planning the
sequence of changes required.

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