Amcal

The Next Level’s first audit of Amcal Fairfield Townsville identified that:

  • 21% of script customers stayed in store
  • Script customers were engaged by dispensary staff for 2m 29s
  • Script customers received 25s of proactive health & medicines counsel
  • 28% of script customers received proactive medicines counsel
  • Each script item took 4m 23s to process
  • OTC customers were engaged by dispensary staff for 2m 0s
  • OTC customers received 25s of proactive health & medicines counsel
  • Pharmacists spent 31% of time forward of the script processing function of the dispensary

NB all values are averages

The Next Level and Amcal Fairfield Townsville embarked on a 3-year journey to implement the opportunities identified in the baseline scores via:

  • Structural solutions, including setting a clear vision of their desired service model
  • Strategic solutions, including cultural change of the team and re-education of customer regarding the new service model
  • Upskilling staff to host total engagement: complete solution conversations more often

Subsequent audits throughout this journey have shown:

  • A 167% improvement in customers staying in the store (to 57%)
  • A 54% improvement in script customer engagement duration (to 3m 49s)
  • A 100% improvement in proactive health & medicines counsel duration per script customer (to 50s)
  • A 183% improvement in the proportion of script customers receiving proactive medicines counsel (to 79%)
  • A 31% improvement in script processing efficiency (to 3m 2s)
  • A 3% improvement in OTC customer engagement duration (to 2m 4s)
  • A 167% improvement in proactive health & medicines counsel duration per OTC customer (to 46s)
  • A 82% improvement in Pharmacist forward orientation (to 56%)

Key commercial outcomes include:

  • An 8% increase in total health dollar sales
  • A 14% increase in total health sales profit, indicating that although fewer items were sold, the items sold were higher value AND higher margin products.
  • A 10% increase in total health dollars per script
  • A further 20% increase in total health dollars per script is now targeted for next year.

The old saying is true; you can’t manage what you can’t measure.  The commercial benefits of measuring dispensary team customer engagement, and proactively implementing the changes accordingly, cannot be disputed.