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Excellence in Service Delivery
John Maronese
The ability to provide health services does not depend on the business model, size or location of your pharmacy – it should be part of all pharmacists’ DNA. It is our ‘duty of care’ to not only provide prescriptions and medicine information but to assist our local community in maintaining wellbeing and offering preventive health consultation, information and screening for common disease states. From my experience, your local community will readily accept and participate in health services offered by your pharmacy for a variety of reasons: local demographics, socio-economics and the convenient access to a trusted primary healthcare professional.
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Setting staff expectations of new service standards
Rachel Friend
Edition 12
So, you’re feeling inspired to make some changes in your own pharmacy – whether that’s introducing a brand-new health service, adjusting your service model to collect more accurate data or improving how you communicate your services to your community. Whichever way, the success of all of these changes, big or small, rests largely with your staff.
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Diabetes Care as a Daily Part of Pharmacy
Catherine Bronger
Edition 12
Diabetes services should be delivered by pharmacists specialising in the area – well-educated and highly accessible healthcare is community pharmacy’s strategic point of difference. Unlike in the past, there are now more pharmacists who are driven to build careers and become ‘specialists’ in many of these health services.
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The Top 5 – Health Services Provided by Pharmacy
Mike Da Gama
Edition 12
Pharmacies provide much more than prescription and OTC medicines. In fact, the Pharmacy Guild submitted a response to the Competition Policy Review Issues Paper in June 20141 , which listed 44 examples of primary healthcare services provided by community pharmacies.
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How Interactions Set Expectations
Julia Bickerstaff
Edition 12
There is a concept in economics called Perfect Information. It means that consumers have all the information they need to quickly evaluate the quality of a product or service before they utilise it. In other words, consumers know absolutely what to expect.
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