Another APP – another year that was and another year that’s to come. All the scribes and pundits have written frantically about this year’s keynote speeches and highlights. If we judge by fullness of the main auditorium, certainly the Health Minister’s address must be included. Especially so with the highlight announcement of three new services […]

Converting the checking process to customer conversation: List the process steps Write the conversation The TRAPS conversation features a diagnosis and a consultation:                 From diagnosis bridge to consultation: Diagnosis Situation questions Open with open questions 1-3 more questions to diagnose Make / confirm diagnosis Provide “pearl of […]

I put it to you that in the majority, the health customer comes into their chosen pharmacy for a relatively narrow reason; largely transactionally based expectation. The opportunity is to recalibrate the health customer visit experience expectation. Imagine a conversation at any of the health customer serving counters that features: Pro-activity led by the team member Skilful […]

  Last month I introduced a consultation model to underpin a wholly different type of conversation at the health customer serving counters. A conversation, led by the dispensary team member that expands the typically narrow perceived customer to a broader, more complete health consultation. Why is this? Now I don’t profess to be an industry trends […]

Last month I spoke about the consistent change phases that characterise the journey undertaken by otherwise disparate pharmacies, as they embark on the journey towards a tailored forward dispensing service model. I reflected on the interest that this topic generated at a recent workshop I was involved in and privileged to share the stage with […]

The emerging characteristics of successful change Awareness and awakening- defining the new vision Physical and process change- the re-engineering piece Cultural change- the “hearts and minds” piece Skills and knowledge- rewiring to host a different conversation Continuous improvement- practice and renew The 4 Ps of structural change Physical People Process Product The 4 Cs of […]

At some point in time, every traveller meets a fork-in-the-road, for which the choice is often a one-way journey thereafter. One pathway represents a continuation of the journey long-travelled thus far. It has been a bountiful journey, which is hard to deviate from. Alas, this continuing pathway takes the sated traveller to an inevitable destination […]

“I don’t have time to forward dispense!” vs “I don’t have time not to!” The KordaMentha Industry report of February pulls no punches (ref 1). Retail pharmacy industry is in a maelstrom, due largely to the twin forces of the discounters and PBS reform.  One of the numerous recommendations, all too clear and oft reiterated… community […]