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Pharmacy Workflow: Creating a Welcoming Environment for Your Customer

Posted by Robert Walthall on Mon, Apr, 03, 2017 @ 09:00 AM

Creating a welcoming, friendly, comfortable customer environment is perhaps the most important facet in running a successful community pharmacy. As owner or manager, you have the ability to provide your customers with what no large, chain-store pharmacy can match – personalized service to every individual entering your establishment. With a well-thought-out and properly implemented pharmacy workflow, built around providing the most excellent customer service and superior shopping experience possible, you can attract new customers into your store, retain the loyal customer base you've developed and generate an ever-expanding supply of referral clients. The secret is sterling service at every step.

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Topics: pharmacy workflow

5 Benefits of a Grid Floor Plan

Posted by Robert Walthall on Fri, Mar, 31, 2017 @ 09:00 AM

There's so much involved in interior drugstore design that it's tough to tell what's most important, but the jumping off or starting point will always revolve around your chosen pharmacy floor plan. Until the floor plan is decided on, you won't be able to make logical choices regarding the shelving and other fixtures you plan to incorporate into your interior design, and shelving and fixtures are something you should definitely budget for in the early stages of a pharmacy build or remodel.

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Topics: Pharmacy floor plan

Maximizing Creative Space With an Open Pharmacy Floor Plan

Posted by Robert Walthall on Wed, Mar, 29, 2017 @ 09:00 AM

Creating a pharmacy floor plan involves several decisions you'll have to make in advance regarding its implementation into your store design. You basically have four choices when it comes to a pharmacy floor plan:

  • Traditional or grid floor plan
  • Blended or combination floor plan
  • Open flow floor plan
  • A combination of two or more of the above

Most drugstores out there, especially the larger-sized chain or big-box pharmacies, incorporate the traditional pharmacy floor plan into their store design, and this is the one with which drugstore patrons are most familiar. It involves the installation of long runs of shelving, similar to what you'd expect to see in the center area of a grocery store. Typically, gondola shelves are used here, with end caps utilized at the ends of some of these shelving runs to break things up. These end caps are ideal for displaying seasonal or holiday items or other hot-selling products.

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Topics: Pharmacy floor plan

4 Things Your Customers Wish You Knew About Pharmacy Workflow

Posted by Robert Walthall on Mon, Mar, 27, 2017 @ 09:00 AM

From the customer's perspective, your pharmacy workflow is pretty much all about the speed and accuracy of your prescription filling results. It's not an uncommon complaint for a client coming into a pharmacy for a prescription fill to wonder, especially when they're the only customer at the drug counter, why it still takes 20 minutes (or sometimes longer) to receive their order. If it's a brand-new prescription or the person is a new customer in that pharmacy, the wait time is more easily understandable. But for a refill? Even if it's just the process of putting a new label on an already packaged medicine, without even any counting out of pills required, that 20 minutes seems more of a rule than an exception in many drugstores, especially the big chain pharmacies.

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Topics: pharmacy workflow

Combination Versus Traditional Floor Plan: How to Choose.

Posted by Robert Walthall on Fri, Mar, 24, 2017 @ 09:00 AM

As an independent community pharmacy owner or manager, merchandising should be a prime concern if you're anxious to move your store toward ever increasing revenues. The pharmacy floor plan you choose to incorporate into your store's design can have a major impact on your front-end merchandising efforts. While the products displayed and sold in the merchandising area of your store will typically represent only a fraction of what's earned through the sale of prescription medications in the back end, a thriving front-end area is important for a variety of reasons. For example:

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Topics: Pharmacy floor plan

Is a Traditional Floor Plan Right for Your Pharmacy?

Posted by Robert Walthall on Wed, Mar, 22, 2017 @ 09:00 AM

Designing and executing your pharmacy floor plan, whether for a new build or for a current store remodel, is a critically important part of creating your total pharmacy environment. Together with your paint color choices, flooring type(s), lighting, signage, shelving and fixtures, your pharmacy floor plan will be responsible for pulling everything together and guiding your customers along their merry way to, hopefully, see everything you've gone to so much trouble to put on display.

We know that many customers shop at a particular store because of a presentation that makes them feel welcomed and encourages them to buy. If they feel uncomfortable because of the way things are set up or because they find things confusing or hard to find, they may opt to make their purchases elsewhere. You want them coming in, feeling comfortable, engaged and interested in what you have to offer, and checking out with a feeling that will have them wanting to return in the future. Your chosen floor plan can definitely have an impact on these feelings.

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Topics: Pharmacy floor plan

3 Frequently Asked Questions About Pharmacy Workflow

Posted by Robert Walthall on Mon, Mar, 20, 2017 @ 09:00 AM

As owner/manager of an independent, community pharmacy, you've no doubt got lots on your plate. This is especially true during a time of increased healthcare reform and the added pressures associated with the need to maintain a high-quality (Star) rating due to its importance in your being included in Medicare Part D preferred networks and various commercial drug plans.

While your pharmacy basically exists in two parts – the front-end merchandising area and the rear-end prescription filling area – these two sides of your business are likely far from equal in their revenue generating capabilities. Most of your bottom line comes from what's happening in your back-end operation. While the front end remains an important part of the equation, it's for reasons other than basic income production. In fact, the front-end merchandising section of a typical community pharmacy is only responsible for about 10% of the revenue generated by the store.

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Topics: pharmacy workflow

5 Pharmacy Workflow Considerations

Posted by Robert Walthall on Thu, Mar, 16, 2017 @ 09:00 AM

Having an efficient pharmacy workflow can make the difference between profitability and non-profitability for your drugstore. It's no secret that the lion's share of an independent pharmacy's revenue is gained through the sale of prescription medications, and the more you can do to improve your pharmacy workflow, the more you should see your prescriptions revenue increase. In addition, more efficient operations will translate into increased customer satisfaction and lower stress levels for staff and customers alike. Improving your pharmacy workflow should:

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Topics: pharmacy workflow

Providing Service With More Than Just a Smile

Posted by Robert Walthall on Tue, Feb, 28, 2017 @ 05:07 PM

As an independent pharmacy owner or manager, you're required to wear many hats simultaneously to keep things running smoothly, including that of, conceivably, a pharmacist, a sales trainer, a manager, a motivator, a hirer/firer, an accountant and, perhaps most important, a dedicated pharmacy customer service expert. It's been determined through numerous studies that many pharmacy customers place your fast, friendly, personal service high on the list of reasons they choose to shop at your smaller, independent pharmacy rather than at the various big-box, chain store pharmacies at their disposal. In a study conducted by Drug Store News, it was found that, besides price, the two top criteria for choosing a pharmacy are service and location. As a neighborhood independent drugstore, you can offer both.

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Topics: customer service, pharmacy customer service

Selecting Retail Store Fixtures for Your Pharmacy Build or Remodel

Posted by Robert Walthall on Mon, Feb, 27, 2017 @ 09:00 AM

When you're building a new or remodeling an existing pharmacy there's so much to think about that one of your very first considerations should well be whether you feel it would be advantageous to retain the services of a pharmacy design firm. This is an economical way to bypass any number of potential mistakes often made by those less experienced in the area of successful pharmacy design/construction. Depending on the expertise of the available professionals in this area, their influence on your new project should allow you to make the most of your ideas and the resources you have to turn them into reality.

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Topics: retail store fixtures