What is your strategy? How does your performance compare to strategy?   Bruce Annabel has written some insightful pieces around the commercial and strategy comparisons between the so-called hard discounters vs soft discounters vs non-discounters service models in retail pharmacy.  Taking a somewhat cynical view of these different service models, one could conclude that, for […]

 This is THE new golden triangle.  There are five main steps to tailoring your forward pharmacy model Benchmark your resourcing to operate the health section of your pharmacy – both absolute level and % mix by role type Set your “min:max” levels accordingly – what is the minimum and the maximum number of staff […]

How to increase your profile as a “beacon” pharmacy for women’s health -part 2 So, you are looking to increase your pharmacy’s women’s health profile, and become a solution destination for health states like pain, heart health, and pregnancy? Experience shows us that there are two broad domains you need to master to achieve this […]

Click on the picture to view Glenn’s video presentation How to increase your profile as a “beacon” pharmacy for women’s health- part 1 So, you are looking to increase your pharmacy’s women’s health profile, and become a solution destination for health states like pain, heart health, and pregnancy?  Experience shows us that there are two […]

Google TED talks … Click here and you will find a nice, sharp, 5 min presentation on the 5 keys to successfully negotiating any change management journey.  How do we apply models for change like this to pharmacies that have not successfully completed the change we keep hearing is critically urgent? According to the clip, […]

Its 5pm Friday afternoon.  Betty is just about to knock off for the week.  She walks into the staff tea room to look on the pin board to read next week’s roster.  “Bummer… I am on the early shift Monday morning”. Because the trusty roster tells her nothing more than the times of the day, […]

A 2016 edition of Forefront featured the Pharmacy Guild of Australia’s Customer Experience Index (CEI). The index found: 98 per cent of customers said pharmacy staff respected their privacy 97 per cent agreed that pharmacy staff understood their health conditions 93 per cent of customers agreed that pharmacy staff ensured non-prescription medicine was safe for […]

8 fundamentals you need to get right The coffee conversations with various pharmacy owners  and managers I enjoyed a few years ago around the imperative of refocusing pharmacists from the rear technical processing role to the forward customer engagement role was predominantly anchored by whether and why questions.  These days these sorts of conversations are […]

As consumers, pharmacists – like Joe Public at large, are so conditioned these days to a certain “counter discipline” in classic retail environs.  Take the everyday supermarket.  There is clear signage and a reinforcing culture, that if you … Want self service you go to those self scanning/self self paying areas Want service and have […]

  In the April 2019 Pharmacy Bulletin I talked about ditching the mum and motherhood statements in writing a Mission/Service Statement. Here is a case study as an example… A progressive, medium sized, neighbourhood shopping centre, branded pharmacy recently shunned its brand’s mission statement as meaningless and set about articulating its own.  Why?  This particular […]