Winner T


he Customer Service categories are judged by a mystery shopping company and the


judges who visited Groves Pharmacy found it to be well laid out, with extremely friendly staff acting as both caring and professional in their capacity.


The judges were particularly impressed by the pharmacy’s layout, the instant welcome from the pharmacist, and the ‘personal’ nature of the shopping experience, all of which made the judges feel that they would return to the pharmacy simply based on the quality of service they received.


The team at Groves Pharmacy understand the importance of providing excellent prescription services as well as first class information, advice and education on health matters to its customers and this is key in everything it does.


Catharine Murray, Pharmacist says, “We owe much of our success to our pharmacy staff and take pride in the fact they are highly skilled to meet the health care needs of the people of Belfast. We have a dedicated website to aid our store offerings, and the information contained within it allows us to extend our first class customer service 24 hours a day.


“In store we support our customers with a full range of services including the treatment of minor ailments, management of your medicines and a free repeat prescription collection service. Online we offer the best advice and information on a range of conditions in fully illustrated, easy to understand tutorials.”


The team offer a number of services instore, including:


Minor Ailments “All our pharmacists are trained and qualified to treat many minor ailments saving valuable time and freeing up local Doctor surgeries so that those patients with more serious illnesses can be seen more quickly,” Catharine says.


“Our customers don’t need to book an appointment, they can just come to the dispensary and ask to speak to the pharmacist. We have a very quick turnaround from when they present, to when they are seen.”


Nursing and Residential Care Homes The team also work closely with the local nursing and residential care sectors, supplying services to the homes and their residents.


Their services include: • Regular Deliveries of acute medication


• Collection service within the Pharmacy


“For us, caring for our customers health needs doesn’t stop when they leave our pharmacy. Whether they simply need assistance to help choose the best sunglasses or sun cream for that special trip abroad, or you require professional healthcare advice, we are here to help”


• Monitored Dosage Systems, of which samples are available on request


• Medicine Management • Pharmaceutical Advice – providing support and staff training as required


• Medicine Disposal (Care Homes only)


• Guidance on Medicine Storage


Travel Advice They team also offer a complete travel advice service including, either providing advice or signposting customers towards other agencies who can provide more comprehensive advice on specific topics.


• Information concerning the stability of your medication when travelling


• How to minimise the risk of Deep Vein Thrombosis (Blood Clots) on long-haul flights


• General security requirements you should check before taking medicines on to flights


• Specific travel requirements for those with medical conditions such as diabetes


• Planning your medication requirements whilst abroad


• Specialist travel items such as water purification tablets and first- aid packs


• Restrictions on taking specific drugs into foreign countries


• Travel requirements for those with common medical conditions


Catharine added, “For us, caring for our customers health needs doesn’t stop when they leave our pharmacy. Whether they simply need assistance to help choose the best sunglasses or sun cream for that special trip abroad, or you require professional healthcare advice, we are here to help.”


“Dispensing NHS Prescriptions is at the core of our pharmacy business and we pride ourselves on the high levels of service Groves Pharmacy offers our prescription customers. Whatever a customer’s prescription needs, at Groves Pharmacy we make it our business to meet their expectations,” she says.


“We each live busy lives so we aim to fulfil prescriptions in a way that suits our customers best. If they choose to remain in the pharmacy whilst we make up it up, the efficient and effective systems we have established in our dispensary ensure that we can provide customers with their medication in a timely manner, cutting their waiting time to a minimum.


“At Groves Pharmacy our prescription turnaround time is really up to speed.”


At the presentation, accepting the Award Catharine said, “On behalf of the entire team I can say that it


pharmacyinfocus.co.uk 29


feels really wonderful to have been recognised that we are doing something positive for our customers.


“The Awards have provided us with a great opportunity to gain some valuable feedback from the people we serve and to know that we are doing it to the best of our ability and to be rewarded for that is a great honour for us.”


Harry Sawhney, Sales and Customer Service Manager added, “We at Consilient Health have been supporting the Pharmacy in Focus Awards for the last ten years now. I personally enjoy coming to this event each year to network and view first- hand the excellent work being carried out by the industry within Northern Ireland.


“At Consilient we believe that serving the customer should be at the heart of everything you do and that is why this particular category is so important to us. Many congratulations to the team at Groves Pharmacy.” n


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