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Layout improves communication with patients

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Layout improves communication with patients

P3 visits a pharmacy that is enjoying the benefits of a recent refit

When the grocery store across the road was refurbished, Avicenna’s Bourne Pharmacy, located in a small village south of Farnham in Surrey, also took the opportunity to upgrade. The result has been popular with customers. Pharmacy manager Arti Amin showed P3’s Carolyn Scott around the refitted pharmacy.

While the design needed to be in keeping with the village’s rural setting, it was a great chance to change the layout to maximise the space, modernise the store for customers, and improve the working environment for the team’s six staff.

In the dispensary some new ideas were tried by the pharmacy team that have improved the way that the pharmacy operates. For example, elements such as the sink and the printer were moved around, so ‘we are not bumping into one another.’ The pharmacy runs efficiently, she says. 'We changed our retrieval system for prescriptions – we put a number on prescription on bag and the bag goes into numbered slot on the shelf.’ It speeds things up, she explains.

A large, bright, consultation room is where a range of services is delivered. The pharmacy is in an affluent area and Avicenna’s PGD services are popular. The flu and travel services have had good uptake for example. Getting involved with the services is interesting for the team and ‘different to the normal routine,’ she says.

Retail sales have increased by 25 per cent since the refit. The area now has more shelf space. And the team is pleased with the clean look. She describes it as ‘easy on the eye’. The local community agrees: ‘We've had a really good response from customers,’ she says.

Communication with customers is key to the team. The pharmacy has been designed with no barrier at the end of the counter, so that the pharmacy team can easily move in and out to speak to customers as needed. P lines are stored at the end of the counter, so that they are easily viewed and conversations can be easily had. Despite the GPhC’s proposals for P medicines to be self-selection, people still need a large amount of advice, and encouragement to read the patient information, she says.

The team has worked on educating the customer on the service the pharmacy offers, and about their medicines. ‘People don't understand the process of dispensing their medicines safely,’ says Ms Amin. Staff explain what the pharmacy does, and encourage people to allow plenty of time when they need a new supply. The pharmacy runs a repeats service, and when they pick up their medicines customers are asked in advance whether or not they want the same medicines for next time.

People don’t ask enough questions about their medicines, she feels. ‘We've got to educate our patients. We don’t like to see medicines wasted.’

Building strong relationships with patients, helping them to understand their medicines, is key to building up the business. ‘People are more likely to come back to you if they trust you.’

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