Case study 2: putting the patient at the heart of Day Lewis

What happened?

The shift from supply of prescriptions to supply of services forced Day Lewis to restructure its operations around the needs of its patients.

MBA principles applied:

• Human resource management €“ the process of hiring and developing people
• Operational management €“ designing and controlling systems.

What we did:

We decided that we wanted all our pharmacies to be healthy living pharmacies. We were the first pharmacy chain to pursue HLP. As a seniormanagement team, we got together and planned and implemented the following changes:

Workforce: we trained a healthy living pharmacist and champion in each pharmacy

Environment: we changed the pharmacy environment to include health promotions and an updated consultation room

Engagement: we encouraged teams to visit and engage with other stakeholders. Pharmacists are encouraged to personally visit local GP surgeries daily.