The Next Level’s first audit identified several key findings, such as:

  • 3% of script customers stayed in store
  • Script customers were engaged by dispensary staff for 2m 12s
  • Script customers received 20s of proactive health & medicines counsel
  • 34% of script customers received proactive medicines counsel
  • Script customers purchased 19.7 non-script health category products per 100 script customer lifecycles
  • OTC customers were engaged by dispensary staff for 1m 17s
  • OTC customers received 36s of proactive health & medicines counsel
  • Pharmacists spent 14% of time forward of the script processing function of the dispensary
  • $22.93 was spent on non-script health categories per script customer transaction
  • NB all values are averages

The Next Level kick-started the National Pharmacies Golden Grove implementation process so that they could run strategies to address 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, including sales & customer service workshops, condition & product-based training and the introduction & training of new technologies and services
  • Enlisting in the PSA Health Destinations Program (between year 2 & 3)

The Next Level has re-audited National Pharmacies Golden Grove twice in subsequent years, and found:

  • A 734% improvement in customers staying in the store (to 23%)
  • A 242% improvement in script customer engagement duration (to 7m 31s)
  • A 114% improvement in proactive health & medicines counsel duration per script customer (to 41s)
  • A 101% improvement in the proportion of script customers receiving proactive medicines counsel (to 68%)
  • A 456% increase in proactive solution selling duration per script customer (to 4s, year 2 to year 3)
  • A 27% improvement in non-script health category products purchased per script customer (to 25.1)
  • A 53% improvement in OTC customer engagement duration (to 1m 59s)
  • A 43% improvement in proactive health & medicines counsel duration per OTC customer (to 41s)
  • A 6% improvement in the proportion of OTC customers receiving proactive medicines counsel (to 71%)
  • A 1297% increase in proactive solution selling duration per OTC customer (to 23s, year 2 to year 3)
  • A 362% improvement in Pharmacist forward orientation (to 63%)
  • A 26% improvement in non-script health categories per script customer transaction (to $28.85)

These outstanding results are a reflection of the benefits of the total engagement – complete solution model. Through their hard work and commitment in instituting this service model, National Pharmacies Golden Grove is now a true health destination, and is experiencing the significant financial improvements that accompany such an achievement.