It is an interesting landscape for the industry right now. The smaller strip pharmacy is becoming an endangered species as the larger retail driven pharmacies continue to evolve. We know in our own dealings as the customer that we continually expect more for less. So where can Community Pharmacy achieve its point of difference and how can business owners make that a reality? As pharmacists, your training is not only about dispensing the right medication but about providing the health care advice surrounding its use. A person’s health is real and providing the additional advice about obtaining a healthier lifestyle provides immediate appeal to the customer.
So you ask; how can I do that? My suggestion is to transform your pharmacy into a service and advice based model. By providing the right advice and excellent service the customer becomes less likely to be driven by price. Show the customer that you care and that their health is their priority, make them feel wanted. Whilst I’m sure some of you have heard this before but have you ever made it a priority at your pharmacy, do your customers feel like you care?
There are a number of add-on health services that can be performed at your pharmacy that will demonstrate to the local community your ongoing commitment to their health and wellbeing that will demonstrate to the local community your ongoing commitment to their health and wellbeing. Examples of basic services may include weight management, smoking cessation, medication packing or wound care. Other examples may include medication reviews, diabetes management, infant care, pharmacotherapy or blood pressure monitoring. There are ready made programs in the marketplace for such services and your pharmacy, staff and, most importantly, your customers can benefit.
There is a future in Community Pharmacy but your success will depend greatly on what you make of it. Instilling a focus on customer service and providing a community access point for reliable health advice may be the key to your future success.
If you’re interested to discuss any of these points or would like to enquire about developing your service based pharmacy, please do not hesitate to contact Pharmacy Consultancy.