Home' Australian Pharmacist : Australian Pharmacist February 2014 Contents Australian Pharmacist February 2014 I ©Pharmaceutical Society of Australia Ltd. 31
Dr Alison Roberts was involved in the Health
Destination Pharmacy trial's initial design and then
worked closely with the project manager, Dr Dagmar
Ceramidas, as an adviser during its implementation.
and given extra focus, with the team
setting goals and KPIs, and employing an
additional pharmacist to assist in delivery.
At the end of the trial, the pharmacy
had improved its process efficiency for
dispensing, freeing the pharmacist for
increased consumer engagement.
This was reflected in increased health-
related sales, above industry-average
growth in prescription and customer
numbers, and total gross profit.
In professional programs, they were
delivering large numbers of MedsChecks
and Diabetes MedsChecks on a regular
basis, and receiving increased referrals
However, despite the solid platform
and commitment to change shown by
the owners, this pharmacy still faced a
number of challenges in the execution
of its goals. Having just undergone the
renovations and refit, the owners reported
that everyone was still getting used to
working in the new environment.
Staff members reported already feeling
'stretched' during busy times and were
unsure how they could take on any more
programs or services.
Some felt unsure of the changes and how
these would affect their roles, particularly
having an increased pharmacist
presence in the front of the store, an
area traditionally seen as the pharmacy
This too was difficult for the pharmacists,
one of whom recognised the need to
overcome feelings of guilt associated with
a greater sales role and see things more
in terms of the assistance being provided.
Another pharmacist needed to challenge
a long held belief that pharmacists were
always accessible if people asked to see
them, with no need to move beyond
To help address the challenges, the PSA
coach led initial discussions about
staff roles and potential delegation,
which clarified tasks and responsibilities
and assisted the transition to a new
Staff were actively engaged and managers
held regular meetings for planning and
supporting new initiatives and changes.
The pharmacy implemented a structured
learning plan for staff training -- tailored
to the selected target health areas, and
joined Self Care to help meet education
needs of the team.
By focusing on the roles and processes
within the pharmacy, the pharmacy was
able to increase the level of consumer
engagement by the pharmacists and
better coordinate all its activities.
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 full time equivalent per
day. An important measure of consumer
contact, the retention score, improved by
21% during the trial.
Overall, the pharmacy staff found that
by making changes to systems and
processes, such as streamlining booking
processes and making use of consulting
rooms they were able to increase income
from professional services.
NAPSA 2014 Congress
The National Australian Pharmacy
Students' Association (NAPSA)
conducted its annual Congress, from the
25--30 of January.
The Congress was hosted by the
Bendigo Association of Pharmacy
Students (BAPS) at La Trobe University,
Bendigo. They hosted delegates from
16 universities across Australia.
Delegates at the Congress were
exposed to a range of education and
social opportunities throughout the
six-day event, including a presentation
from the PSA's Pharmacist of the
Year, Jenny Gowan on counselling
techniques. In addition, there was in
depth training on the administration of
various insulin devices as well as care
Importantly, the NAPSA Congress also
hosted the Pharmacy Student of the
Year (PSOTY) NAPSA 'wild card' entrant.
With over 50 of the delegates vying for
the one spot, competition was expected
to be fierce; and with the previous year's
winner; Rebecca Boschert being from
La Trobe, the local crowd has much to
The winner will be announced in next
month's NAPSA update in Australian
As always, we need to acknowledge
those who have supported the
conference; La Trobe University, APOTEX,
The Pharmaceutical Society of Australia,
the Pharmacy Guild Of Australia,
Pharmaceutical Defence Limited,
Guild Insurance, CHC pharmacy group,
The Bendigo Student Association and
the Australian Medicines Handbook
Links Archive Australian Pharmacist January 2014 Australian Pharmacist March 2014 Navigation Previous Page Next Page