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Australian Journal of Pharmacy : February 2005
Harrison’s Chemworld Pharmacy: Modbury, South Australia Loyal staff and a devoted following H ARRISON’S Chemworld Pharmacy was established more than 35 years ago in a small shopping centre in the Adelaide suburb of Modbury. The 15 staff form a loyal group with many having worked in the pharmacy for 20 years. The staff’s main aim is to always try to provide the best service to the customer. It must be working because their customers sound like they are as devoted to the business as the people who work there. The pharmacy holds health screening programs every two or three months which involves a podiatrist and where blood pressure and hearing checks are performed. And to cater for the younger generation, the pharmacy also operates baby clinics and baby photo days. Pharmacist manager Trang Tran said the QCPP human resources and communications processes were of particular benefit to the medium- sized pharmacy, particularly with regards to the process of performance appraisal. ‘We have regular meetings and it’s good for all the staff to be recognised and to be able to provide feedback and motivation which is essential for providing a better service to the customer. ‘We focus far more on the customer, not just sales or profits,’ said Ms Tran. Ms Tran said although the pharmacy had always had systems, it wasn’t until the QCPP was implemented three years ago that all procedures ran smoothly. ‘Things are now more formalised and documented, which is very useful,’ she said. Ms Tran said QCPP was also of particular help when new or temporary staff work in the pharmacy as they are able to quickly grasp how the pharmacy operates and follow clear procedures. Margaret River Pharmacy: Margaret River, Western Australia A great meeting place LTHOUGH it’s the only pharmacy in this rural country town, the staff at Margaret River Pharmacy maintain big city standards. Co-owner Rebecca Wiltshire said: ‘We believe very strongly that we deliver the same service now that we would deliver if we had competition next door and we had to fight for the business.’ The pharmacy has a strong philosophy of customer service—the two things staff focus on most is service and what shop looks like. The store is looking pretty good, having undergone its second refit in November as one of the first to have the new Chemmart look. The three pharmacists and 15 staff love their meetings. The team gets together every second Wednesday night for an hour, primarily to focus on team building, best practice and to develop vision statements. They also have a TITS meeting (it stands for This Is Today) every morning to work out who is doing what for the day. There are always two pharmacists on duty. ‘We adhere really strictly to the S2 and S3 standards and we find unless we have two pharmacists on the floor we can’t do it.’ A The pharmacy also has a large natural medicine section (and full-time naturopath) and a large health and beauty area. Ms Wilkinson said the QCPP tightened up and formalised everything the team was already doing in the store. ‘It also brought home the importance of documenting everything because we were probably doing a lot of it but not really writing it down,’ she said. Ms Wiltshire said entering the Quality Care Pharmacy of the Year award was the next logical step after winning the Chemmart National Pharmacy of the Year for the past two years. Morgan & Rule Pharmacy: Mornington, Victoria Not your everyday pharmacy T HE recorded on-hold telephone message says it all: ‘Morgan & Rule isn’t your everyday pharmacy.’ With a floor space of more than 10,000 square feet and customer numbers swelling up to 900 a day in summer, one would have to agree. Established in 1971, the pharmacy prides itself on being an industry leader, having introduced forward dispensing to Australia in the 1980s. The staff of more than 65 includes naturopaths, nurses, a mother craft nurse, dispensary technicians, an aroma therapist and beauty therapists. With its own indoor café, beauty rooms, a spray tanning room, dedicated packing room for nursing homes and dosette patients, direct access through to a doctor’s surgery and a full-time delivery driver, the store has pretty much everything covered. Each department at Morgan & Rule is led by a coordinator who is responsible for the sales and development of their area and their team. Every team member has the opportunity to contribute to the promotion and development of their area and is responsible for achieving sales budgets. Training is organised monthly to ensure all team members maintain up-to- date skills. Retail Manager Sandra Huggins, who is responsible for maintaining QCPP, said the program made everything ‘clear cut’. ‘We now have standards for everything [which] ensures all our staff know what to do and when to do it—particularly important in a pharmacy of this size,’ she said. ¦ ¦ ¦