It might be "old school" but I stand all the time in the dispensary - I guess its when and where you spent your formative years.
Anyone else work this way?
Newly registered in 1981
It might be "old school" but I stand all the time in the dispensary - I guess its when and where you spent your formative years.
Anyone else work this way?
Where am I?; In the Pharmacy.
Who are you?; The new Number 2.
Who is number 1?; You are number 6.
What do you want?;..................
Brilliant Member
In my daily work, I see this all the time, It's a highly personal issue, in the continent it would be almost unheard of for you to be in the back, the dispensing assistant's would construct everything for you and you merely check it and pass it out, whilst in total control of the patient experience, this is a very good way to improve revenue and basket values, build rapport, engender loyalty etc, as if all you do is stand in the back it is quite easy to come across as aloof when in fact that is far from the case.
I always discuss the working methods in my role as there is no such thing as a formula for a community shop, it has to be designed and built from the most basic level to help the individual achieve their goals and move the core business in the direction they wish and want.
If you remeber that the source of your livelyhood is standing right in front of your counter staff, and that you have the biggest vested interest in them spending money with you over a multiple, assess your activity from that point. A smile and a friendly word at close 1:1 proximety just for a few seconds IMHO can bring in a massive return.
Don't take my word, give it a try and see.
Tai Chi Enhanced Member
Mmmm. Not so sure about that, actually! Perhaps "solitary" would be a better description, and certainly one of the reasons I went into pharmacy was that I could keep myself to myself. I have always enjoyed conversation, of course, but not listening or taking part in small-talk.it is quite easy to come across as aloof when in fact that is far from the case.
Nowadays I recognise that being seen and giving a cheery wave and a word or two is good for both of us.
One of the advantages of the current ideas about clinical services is that it will take me back into the consulting room and away from small-talk. Of course, something will have to be done about responsibility and criminal liability first, but personally I can't wait.
....just my opinion
Brilliant Member
I take your point, but in my work I speak to the pubic in the store coming and going, as I while away time "surveying" and quite often, in honesty very often the Pharmacist is seen as distant to the point of being cold to many patients, I agree about small talk 100% as you are not the village gossip, nor should you fall into the familiarity of that trap either, but, and I have been involved so frequently with this, the following is 100% true.Originally Posted by DavidS
A simple example.
Shop had been performing around 7K items monthly plus a further 10% on top for counter. I was called in by the owner as the business had dropped over time to 4K items and counter had remained similar but better. In my consultation we discussed the entire trading history, and it emerged that the owner and Pharmacist had employed a second Pharmacist as they wanted to focus on a P.I. business they had started.
I spent around 3 hours in chats and observation and noted the new pharmacist was very head down lacking eye contact with the public and offhand, to the point of placing readies on the flyshelf and not even notifying staff as to the name of the recipient, this I picked up on and started to discreetly chat to some of the older staff and patients and they all made strong reference to how different it was without the owner's daily dialogue and advice to customers.
In the course of the refit, we spent time with the new and young Pharmacist and encouraged this individual to open up and see that they held a huge responsibility in the eyes of the customer etc etc and slowly over the months of planning to completion the change was great, the owner also added an incentive scheme based on script vol's and I was delighted to note after about a year from my initial call to see them, that script levels had passed the 5K mark on the way to 5500. The manager was far happier and felt much more involved and the shop was again performing.
I see the shelving and counters as dressing or the icing on top, if the core has a flaw I have to address this first, to ensure that an already successful shop has the ability to grow to it's capability.
Newly registered in 1981
Perhaps my posting wasn't clear...
I meant that I never sit down in in the pharmacy, unless on proper break.
Rather than never leave the dispensary!
Sitting is uncomfortable as there is no knee room and I find that I'm up and down all the time.
Take your point about pharmacy design.
The NPSA did a booklet about it - but not practical to retro-fit into some of the shoebox dispensaries.
On working practices...
Staff are encouraged to say - "Prescription" when they add a new one to the pile.
When prescriptions are ready the persons name is called out 'Mr Bill Smith' - regardless of who is waiting.
We always acknowledge customers waiting with 'be right with you', or 'Good Morning Mrs Jones' if we know them.
Staff are encouraged not to chit-chat when we are busy as it makes anyone waiting look like we aren't on task.
The 'phone is the worst offender for interruptions though.
Where am I?; In the Pharmacy.
Who are you?; The new Number 2.
Who is number 1?; You are number 6.
What do you want?;..................
King Amongst Members
Be careful what you wish for.
Last year we had consulatation rooms made compulsary in Irish pharmacies and one of the issues has been getting the people who just want to make small talk and tell you their very detailed medical histories OUT of them again!
Usually I keep the chairs folded up so both the patient and I are standing as I find sitting down gives the impression that this is just a chat and can go on indefinately.
Fantastic Member
Depends on which joyous task I have been allocated really! Most of the time I'm on my feet, but every now and then i get sent into the office to do the prescriptions and other administrative house-keeping. I can't sit down for too long as procrastination tends to set in after about 4 hours....hence why I'm on the forum now :P.
Active Member
Hi, the places I have worked which include hospital and community pharmacy were/are standing. The only time people are sat down is if they are given some paper work to do. I couldnt imagine it working well sat down. The pharmacist would be forever getting up and down.
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