The Next Level Australian service standard industry data reveals that the average script customer stands (or sits!) disengaged, waiting for their script to be processed on average for 2m 32s.  And this stat accounts for the fact that 52% of them choose the inconvenience of making two trips to the pharmacy, punctuated by a trip […]

We have all seen a surfeit of advice punctuating the trade press recently as Feb 1 approaches.  We want to add to the chorus, but trust we can reward you finding the 5 minutes to read this, due to the different angle from which we are coming at the issue.  Many of the pundits have beseeched […]

As I traipse up and down, back and forth this big country of ours, enjoying my coffee conversations with pharmacists/owners as I go, I am repeatedly struck by the cost (wage) cutting mindset as a necessary course of action to the downward pressure on profitability.  I do not believe that most of the folk I […]

As pharmacy owners, staff and other stakeholders, you’ve been crunched again with the latest October PBS reform cuts.  How to offset the loss financially whilst maintaining the primary focus on providing great customer service and more complete solutions for their health concerns?  Despite the fanfare around 6CPA trial programs and the burgeoning menu of professional […]

First , you will need to define and articulate your new forward pharmacist service model at the dispensary. Then get the fundamentals of the structural change underway, which will require physicals; people; process; product (the 4Ps). Then overlay the fundamentals of the strategy change. Convert customers to stay -> convert stay to engaged -> convert […]

End of financial year data collected over five successive years now, help us understand the answer. Over this period, more than 250 studies have been conducted – real time observational audits, scoring a host of elements associated with customer engagement effectiveness, script processing efficiency, and role accountability in terms of customer engagement and script processing […]

Chris Brooker’s recent story ” We take a look at 12 key business-related findings and statistics from the 2016 UTS:Pharmacy Barometer ” shows us that 3 (ie 25%) key findings are about professional services.   As a keen student of, and stakeholder in the evolution of retail pharmacy, I have no doubt that those pharmacies that […]

Back in June of this year, Glenn demonstrated a TRAPS conversation between a script customer on Spiriva and a pharmacist (click here to watch previous example). This month Glenn picks up the TRAPS conversation demonstration between a pharmacist and a customer who has come into the pharmacy with a cold.     TRAPS SCENARIO / ROLE […]

As a stakeholder in the retail pharmacy industry, over the past four financial years, it has become nigh on impossible to be unaware of the exhortation chorus to adapt the service model for health customers to the rapidly changing and emerging new world order.   To summarise the call-to-arms and analogise an AFL paradigm (forgive my […]

A recent story featured in The Guild’s Forefront highlighted the revenue “being left on the table” by the typical pharmacy in relation to the newer government funded professional services. $20-25K was the range quoted , from under-utilisation of… 6CPA funded programs Fixed third party income Prescription and medication programs Screening and testing services The points […]