HELP IS ON HAND AT PROGRESSIVE PHARMACY
Written on the 19 November 2012
A PROGRESSIVE pharmacy hopes to become a major franchise operation with personal service and a family-friendly shopping experience.
Taking prescribed medicine is only part of the healing process, according to Milton Burrell (pictured).
The CEO of Good Price Pharmacy (GPP) encourages his qualified staff to speak with customers about their prescriptions and to recommend steps that might help resolve any medicine-related issues they may have.
This sometimes involves urging customers to seek further medical advice on their medication therapy, means of administration or medicine-taking regime.
“Last month, we did 1049 clinical interventions. It was the highest level because a number of other pharmacies do not do it,” says Burrell.
“You can either be cost leader or a differentiator. You cannot rely just on customer service, but have to add value to the patient and add a little more care.”
GPP has introduced a script reminder service, which notifies customers via mobile text messages a day before their prescription is ready for collection.
It has spearheaded a Good Price VIP program, which allows customers to lodge a prescription, leave the store and receive a text message when the item is ready for collection.
The group has also embarked on a ‘walk through our store’ initiative of de-cluttering aisles and improving merchandising standards.
“It is so clear that you can push a pram and trolley through our aisles. We pride ourselves on the look and feel of our stores,” says Burrell.
GPP was established in 2002. The franchise group now employs more than 700 staff at 38 locations, which collectively turned over $199.5 million in the 2012 financial year.
Consumer goods represent 60 to 65 per cent of total revenue, while traditional pharmacy generates 15 to 20 per cent.
Burrell is confident that GPP can become a $1 billion national pharmacy network.
“We have got a place in the future. Discount pharmacies sell one in five medicines. We will be in a landscape that only grows for discounters,” he says.