Home' Australian Pharmacist : Australian Pharmacist April 2015 Contents Australian Pharmacist April 2015 I ©Pharmaceutical Society of Australia Ltd. 21
Fraction too much friction
The key to improving business in
pharmacy is having the pharmacist 'out
front', delegates at APP were told.
Partner at JR Pharmacy Services, Norman
Thurecht, said the reality of falling revenue
from dispensary activities meant 'there
was no other option' than to have the
pharmacist front of shop.
Mr Thurecht said was the profession
was at the cusp of an opportunity
around personalisation and pharmacists
needed to understand that dealing with
customers was not a transaction but an
Part of improving engagement was
reducing friction in a business.
'Friction is a function of steps in a business,
such as how many conversations do I have
to have to get what I want,' he said.
'Or how many clicks do I have to go
through on a website to get what I want
'It's also time. How much time do I have to
spend to get what I want?
'And of course cost but that is not the
main point of friction -- steps and time are.
Steps and time are what are important to
Mr Thurecht said that with this in mind
pharmacists should look at their customer
flow to seize opportunities.
He said that a study of a typical strip
pharmacy showed customer numbers
increased in December.
'They increased in December around
the Christmas trading period and also
because customers are filling their scripts
to get in the safety net, so dispensary sales
increase,' he said.
'But if we look at the retail sales over the
same period we see customer are buying
a lot less so you have more customers
coming in but when you get very busy
in the dispensary you see retail sales
'But in fact when you have so many more
customers in the pharmacy, therein lies
takes out top
A remote pharmacy which focuses
on indigenous health has been
named this year's QCPP Pharmacy
of the Year at a presentation
Kimberley Pharmacy Services of
Broome was named the overall winner
of the competition Hannah Mann,
representing the pharmacy, being
presented the award by Minister for
Health, Sussan Ley.
Ms Ley quipped that perhaps the
Pharmacy Guild should use Ms Mann on
the Community Pharmacy Agreement
negotiating team as she was such an
outstanding example of excellence in
The remote area pharmacy had earlier
won the Excellence in Community
Engagement category. The awards
recognise achievement in community
pharmacy across three categories. The
categories and this year's winners were:
• Kimberley Pharmacy Services, Broome
WA -- Excellence in Community
Engagement & Pharmacy of the Year
• Priceline Pharmacy Bourke St Mall,
Melbourne VIC -- Excellence in
• Moodie's Pharmacy, Bathurst NSW --
Innovation in Professional Services
The overall winner was deemed by
the judges to be the pharmacy that
stood out among the finalists and
demonstrated achievements across each
of the three categories.
Victorian pharmacist Bill Scott, one of
the judges of the competition, said the
judges were astounded that anyone
would go to the lengths of difficulty
that Hannah went to in the Broome
pharmacy to look after the remote and
indigenous community to a level that
'you would be proud of if they lived next
door to the pharmacy.
'What Hannah did was she saw that the
people needed better care than they
were getting at present and she just
decided to go out and do it; and if she
couldn't do it on her own she went and
found the people who would work with
her,' Mr Scott said.
'And she had extraordinary cooperation
whether it was the Aboriginal health
worker, the remote area nurse, the local
GP, the area hospital, the administration
of the Aboriginal care organisation --
she worked with all of them and she met
them all more than half way.
'It really is a phenomenal example
of what can be done when health
professions work together.'
Meanwhile, Luke Vrankovich, CHC
Pharmacy, Coffs Harbour, was named as
the Inaugural MIMS Pharmacy Guild of
Australia Intern of the Year.
Relocating from metropolitan Perth to
regional Coffs Harbour, Mr Vrankovich
was recognised for developing a strong
network in the wider community,
becoming a highly requested staff
member with his popularity among
customers growing out of his passion for
primary and preventive healthcare and
by showing enthusiasm and dedication
to his profession.
ˆ Hannah Mann, Sussan Ley & George Tambassis
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