Health Destination Pharmacy Trial – Case studies Health Destination Pharmacy Trial – Case studies | Page 20

5

CASE STUDY 5

CHARACTERISTICS: Banner group-aligned
pharmacy occupying 270m2 in a shopping strip of
a regional country town. A staff of 12, including 2.8
FTE pharmacists, dispense 1,900 prescriptions/week.
OBJECTIVES: To increase income from professional
services by improving the availability of the
pharmacists. They hoped to achieve efficiencies
by streamlining processes in the dispensary while
improving team work among pharmacists, dispensary
staff and front-of-store staff, and sustaining practice
changes.
CHANGES: 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.
A system of reminders was put in place to encourage
staff to stay “in position”. Team leaders and champions
were established to drive a greater focus on healthrelated 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.
RESULTS: At the end of the Trial, this pharmacy
had significantly increased the amount of consumer
engagement by pharmacists and this was reflected
in health-related sales, prescription numbers and
overall profitability. Professional programs were being
implemented and the pharmacy team were planning
the next steps to build on their early success.

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PHARMACIST OUT
THE FRONT REAPS
REWARDS
This pharmacy appeared to have a solid foundation for
adopting the Health Destination Pharmacy concept,
assisted by the business back-office support of their
banner group.
They already had in place an active and thorough business
plan, SWOT analysis, clear objectives, review processes,
staff training and team meetings.
The pharmacy serves a local population of just 2,200, in
an area of socioeconomic disadvantage (SEIFA 3rd decile
and 23rd percentile). There is an overrepresentation
of baby boomers and elderly people presenting with
respiratory and cardiovascular disease at rates higher
than the state and national averages. In addition to the
business processes in place, the owner and team are open
to change and enthusiastic. Multiple pharmacists on staff
allows for repositioning, with support from the owner and
a skilled, motivated dispensary manager. There are existing
plans for renovation of professional areas to provide a
second private consult area and more efficient space for
packing DAAs.
The owner was concerned about the impact of PBS
changes to dispensary-based income, and a potential
decline in consumers if they did not provide an
environment and services that are different from
competitors in surrounding areas. Working with the
PSA coach, they agreed the following broad objectives
to pursue during the Trial: improve positioning of
pharmacists to make them more available for professional
activities; increase health related sales and referrals to
professional services; increase targeted nature of health
promotion activities; and link staff knowledge and skills
to target health areas using Self Care and banner group
training programs.

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