Rebecca Cabrejas, Generics Business Manager, Actavis UK with Felicity Fenton, Pharmacy manager and owner and the team from JP Fenton & Son Chemist.
Pharmacy Business Development
J P Fenton & Son Chemist, East Kilbride W
hen the going gets tough, so the song goes, the tough get
going....and
that’s exactly what Felicity Fenton and her team from J P Fenton & Son in East Kilbride did over the last six years, when they realised that they needed to improve and diversify the business in order to not only survive – but thrive!
The busy independent pharmacy, which is located within the Greenhills area of East Kilbride, Lanarkshire, has
30 - SCOTTISH PHARMACIST
faced competition from eight new contract applications in the vicinity of their pharmacy over the past six years, so ‘standing still’ business wise was never an option and it was clear that an action plan needed to be drawn up – and quickly!
To start with, owner Felicity Fenton and her team conducted a patient satisfaction survey. While some of the results were anticipated (ie, staff were exceptionally helpful, knowledgeable and friendly etc),
some of the results showed significant areas for improvement. Patients felt, for example, that the pharmacy could be a lot more accessible, that the prescription collection and delivery service wasn’t very accommodating and that there wasn’t as much information on services provided as they would like. Armed with this information, Felicity turned her attention to what needed to be done to remedy this situation.
She and her team then used these
results as the basis for their objectives and it was decided that the pharmacy needed to:
• Become more accessible
• Offer an improved prescription collection and delivery service
• Market its services more effectively
Most importantly, the team decided that it needed to meet all of these objectives within six
months....no mean feat! Immediate action was required and the team certainly wasn’t
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