AWARD WINNER
that there was a clear business case to increase the number of staff working in the Dispensary. One of the staff employed in the front shop was identified as possessing the necessary knowledge and skills to train as a Dispenser. As a result she has since gained her NVQ2 Dispenser qualification and now ably assists Helene in running the Dispensary.
Prescription numbers are now running at more than double their original numbers three years ago before Helene took over. Prescription growth is also up around 25% for 2014 over the previous year. A huge growth in the number of patients receiving MDS has also recently seen Dispensary staff hours increase to allow Helene to further develop this aspect of the business.
This particular Pharmacy had a history of being quiet on the Dispensary side with a flourishing OTC business, being one of the company’s busiest in terms of fragrances and upmarket skincare. Through Helene and her team’s hard work and dedication to growing services for patients this has now turned on its head and the Pharmacy element of the business has seen a huge rise in profits.
“This turnaround could not have been achieved without Helene’s leadership. She came in to a team who had not found themselves stretched or tested for some time. As a result of Helene’s influence and her infectious enthusiasm to deliver the highest quality of service to her patients the team now find themselves busier than ever and enjoying every minute of it.
“AS A RESULT OF HELENE’S INFLUENCE AND HER INFECTIOUS ENTHUSIASM TO DELIVER THE HIGHEST QUALITY OF SERVICE TO HER PATIENTS THE TEAM NOW FIND THEMSELVES BUSIER THAN EVER AND ENJOYING EVERY MINUTE OF IT.”
Helene is committed to improving the public health of the local community by ensuring that the branch delivers an extremely high quality of service in terms of both CMS and also the Smoking Cessation service,” says Yvonne Williams, Director with Lindsay & Gilmour Pharmacy.
Helene has ensured that the branch has attained the maximum level of income available from CMS by hitting all the targets as set by Scottish Government including both the number of patients registered and the number of high risk/new medicines interventions.
But it is her growth of the Smoking Cessation service which is one of the biggest achievements within the business. Helene and her team have all undergone the compulsory NHS Borders Smoking Cessation training but their success with patient engagement and patient follow-up is largely down to the enthusiastic and non-judgemental support Helene and her team offer. Helene regularly organises educational and promotional displays in the front shop offering Carbon Monoxide testing to anyone who wishes it, giving smoking cessation advice and encouraging patients to sign up to the service.
As a result of all her hard work our Hawick pharmacy now sits second in the company for the number of patients registered. They have shown an increase of 700% in just 6 months and for this they, and Helene in particular, are to be commended. Only recently toppled off the top by one of our other branches I expect them to return to the number one spot quickly due to their skills at identifying suitable patients.
However, it is their ability to keep patients motivated to stay stopped that has really shone out. They have three times as many patients at the 12 week assessment stage than any other branch in the company. This is testament to the quality of the service and the advice offered and their commitment to addressing some of the public health needs within the
“HELENE HAS ENSURED THAT THE BRANCH HAS ATTAINED THE MAXIMUM LEVEL OF INCOME AVAILABLE FROM CMS BY HITTING ALL THE TARGETS AS SET BY SCOTTISH GOVERNMENT
INCLUDING BOTH THE NUMBER OF PATIENTS REGISTERED AND THE NUMBER OF HIGH RISK/NEW MEDICINES INTERVENTIONS.“
local community.
In addition to ensuring the business runs well Helene and her team are also committed to fundraising for charity and being an integral part of the local community by getting enthusiastically involved in local initiatives and events. To deliver a three-fold increase in eMAS patient registrations, a two-fold increase in prescription numbers, maximum CMS figures and a seven-fold increase in the number of smoking cessation registered patients is a fantastic feat and one that the company is extremely proud of Helene for.
In particular, the enthusiasm for and commitment to delivering the smoking cessation service to as many patients as possible, helping to reduce some of the public health issues in the local community has had outstanding results. The fact that the branch consistently manages to coach so many of patients through to the 12 week review stage is testament to the skills and abilities fostered and the relationships built up with the customers and patients.•
SCOTTISH PHARMACIST - 29
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