The Next Level’s first audit of this pharmacy identified key findings including:

  • Script customers received 15s of proactive health & medicines counsel
  • Script customers did not receive any proactive solution selling
  • 40% of script customers received proactive medicines counsel
  • Each script item took 8m 29s to process
  • OTC customers received 4s of proactive solution selling
  • 40% of OTC customers received proactive medicines counsel
  • Pharmacists spent 33% of time forward of the script processing function of the dispensary
  • $21.85 was spent on non-script health categories per script customer transaction
  • NB all values are averages

The Next Level initiated the change process and helped the team to see the world differently by educating senior management then the dispensary team via management and team change workshops.

The Next Level re-audited the pharmacy 6 months later, and saw:

  • A 160% improvement in proactive health & medicines counsel duration per script customer (to 38s)
  • A 400% improvement in proactive solution selling per script customer (to 4s)
  • A 84% improvement in the proportion of script customers receiving proactive medicines counsel (to 75%)
  • A 42% improvement in script processing efficiency (to 4m 54s)
  • A 104% improvement in proactive solution selling per OTC customer (to 9s)
  • A 14% improvement in the proportion of OTC customers receiving proactive medicines counsel (to 78%)
  • A 122% improvement in Pharmacist forward orientation (to 73%)
  • A 12% improvement in non-script health categories per script customer transaction (to $15.80)

These outstanding results exemplify results when there is a real commitment to embedding the total engagement – complete solution model in their pharmacy.