The next stage is to walk around the pharmacy to view it with the eyes of a customer. Walk along every aisle and look at all the shelves, and consider the following: 

• How many gaps can you see on the shelves? 

• Are the shelves clean? 

• Is everything priced correctly and do the shelf edge prices match the stock they are beside? 

• Do you have a good range of stock that meets the needs of your customers? 

• Is there any old stock that needs to be sold off or discarded? 

• Are the ranges you have complete and appropriate?

Then take a step back and consider the shop as a whole, asking yourself how tidy it is and whether there is any visible refuse like boxes or rubbish bags, and whether there are any broken fixtures, all of which can contribute to a negative first impression. You should also look out for health and safety risks like trip hazards and sharp edges.

Look at the health promotion area in your pharmacy. Being a healthy living pharmacy became part of the terms of service for community pharmacies in England and Wales a number of years ago. Check you have a range of leaflets available for customers; these should be up to date and tailored to local health needs at different stages of the year. 

There are some key areas in the pharmacy that often get overlooked. Stand in front of the pharmacy counter and, specifically, the prescription counter. This is the area that the vast majority of customers, or perhaps all customers, will see. They will spend some time lingering in this area. What do you notice? 

• What is behind the counter? 

• Are there any boxes or rubbish stacked up? 

• Does it look tidy and clean? 

• Can you see anything that might be confidential from your viewpoint? 

• Can computer screens be seen by patients? 

• Is the counter clean behind the tills or is it full of dust?

Often the dispensary wall will be used like a shelf, with random pieces of paper, books and bits of stock. Does yours look organised and clean, or does it appear chaotic? The impression that this leaves will have a lasting effect of a customer’s perception of the quality of the service you provide.

Finally, check out the consulting room. Does this look like a clinic room like you might find in a GP practice? This is a clinical environment and you cannot expect to develop the confidence of patients in your clinical services if you practice in an environment that is part office and part storeroom.

Throughout this process you need to be honest and detached from the excuses you might provide if you remain in the mindset of a pharmacy manager. Making notes of your observations will help you prioritise and take action.