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CONTINUING PROFESSIONAL DEVELOPMENT
SUPPORTING PHARMACY PRACTICE
MedsChecks and HMRs. A store can
also record adherence interventions as
Clinical Interventions where relevant.
Once a store is clear on the goal, it
is important to ensure that all staff
what the pharmacy is doing
how it is doing it
why it is doing it
why it must be done now
what it will ‘look like’ once it is
Once the staff is engaged and ‘on board’,
it’s time to communicate the offering
to key stakeholders such as customers
and local health professionals using a
The type of marketing for health
services is dependent on the level
of professional service offer and the
type of service(s) to be offered. If the
professional service is a one-off, there
is a distinct timeline to market it to
customers. If the professional service
is part of an ongoing offer, the store
needs to implement ongoing or periodic
marketing to support the service.
It is important to communicate with
key stakeholders in the community
about professional services. A store
should try and meet with the top
prescribing doctor/s at least three times
per year as well as engage in ongoing
communication via email and phone.
Key stakeholders include:
• local healthcare professionals
• community organisations
• local businesses
• national bodies.
In conclusion, a rushed approach to
adding a new professional service to
your offering without prior preparation
and planning can be not only time
consuming, it can have a financial
impact on your business. Failed
approaches can also have an impact on
the overall dedication and commitment
of your staff for future ventures.
To re-iterate, remember the five key
steps when considering a service
1. Change management – are you ready?
2. External business environment and
internal business environment –
what impact will they have on your
3. Setup/location – what space and
setup does the service require?
4. Communication – how will you ensure
the right people are aware of your
5. Maintenance – just because the
service is up and running doesn’t
mean it is successful. You will need
processes in place to review the
success of each new service.
1. Kotter JP. Leading change. Boston: Harvard Business School
2. Australian Bureau of Statistics. 2015. At: www.abs.gov.au/
3. Victoria State Government. Health.vic. 2015. At: www2.
4. NSW Government. Health. Epidemiology and evidence.
2015. At: www.health.nsw.gov.au/epidemiology/Pages/
5. The Pharmacy Guild of Australia. QCPP Element 3 - Delivery
of health programs and services. At: www.qcpp.com/
6. Pharmaceutical Society of Australia. Practice guidelines for
the provision of immunisation services within pharmacy.
2014. At: www.psa.org.au/download/practice-guidelines/
7. The Pharmacy Guild of Australia. Vaccination Services. At:
8. Design guidelines for hospitals and day procedure centres.
Health Programs International Pty Ltd. Department of
Human Services Victoria. 2004. At: www.healthdesign.com.
1. When building a professional service,
it should be relevant to community
need. Which of the following is
a) The Australian Bureau of Statistics is a
useful resource for population and age
b) Local area health profile data from local
government webpages can be used
to tailor a professional service to your
c) Local community businesses and
services can be engaged with, when
integrating your professional service.
d) All of the above.
2. Choose the INCORRECT answer in
relation to change management.
Team leaders will need to:
a) Create a sense of urgency and be clear
on the rationale for the change.
b) Create a sense of anxiety.
c) Involve the team in the decision-making
d) Ensure that staff, who are affected by
the change, understand the need for
3. Which ONE of the following is
a) It is important to evaluate the return
on investment for the service to be
b) Return on investment is dependent
on highly engaged staff focussing on
c) The business value in professional
services is entirely from fee for service.
d) The business value in professional
services includes building and retaining
4. Which of the following is CORRECT?
Planning and change management is
critical, as adding a new professional
service to your offering without prior
a) Be more time consuming in the long
b) Have a financial impact on the business.
c) Impact the overall dedication and
commitment of your staff.
d) All of the above.
5. Which option is MOST correct? You
should consider communicating your
new professional services offering to:
a) Local healthcare professionals.
b) Key stakeholders and local healthcare
c) Local healthcare professionals, key
stakeholders and local businesses.
d) Local healthcare professionals,
community organisations, local
businesses and key stakeholders.
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