CUSTOMER SERVICE (1-3 PHARMACIES) HARRISON HEALTHCARE BElfAST
ThE CoMMUnITy PhArMACy IS TrADITIonAlly SEEn AS ThE ‘hUB of ThE CoMMUnITy’, AnD noWhErE IS ThIS MorE EVIDEnT ThAn AT SoUTh BElfAST’S hArrISon hEAlThCArE…
I
f anyone was looking for the epitome of the local pharmacy servicing its community, then they
need look no further than at harrison healthcare, the winner of this year’s Customer Service award (1-3 pharmacies). Based on Belfast’s Donegall Pass, owner Colin harrison is a firm believer in providing a level of care to his patients, which goes above and beyond the call of duty.
‘We know that our patients primarily come to us for the first time on a ‘need to’ basis, simply to have their prescription filled,’ Colin tells Pif, ‘but we like to think that, following that first visit, they’re returning to us because of the quality of service and high standard of welcome that they received on that first visit.’
That quality of service was clearly evident to the mystery shopper, who visited Colin’s premises as part of the judging process. from the initial arrival at the pharmacy until they left the premises, the mystery shopper was impressed by every aspect of their visit.
on arrival at the pharmacy, the shopper noted that the exterior was clean with clear access, even despite the fact that there were some cars parked on the side path in close proximity to the entrance to the shop (a regular occurrence for pharmacies in highly-populated areas).
The interior of harrison healthcare is certainly quite small, but the shopper
noted that the team had made optimum use of the space available.
The use of a floor-length mirror immediately inside the front door helped to create the impression – or illusion – of space, and was the first clear indicator of those ‘little touches’ that Colin and his team have applied to the entire premises.
The shopper noted that the store was sufficiently well lit and provided a comfortable environment for patients and customers alike. The clearly- labelled, clean shelves were well stocked and all items were priced – always a bonus for shoppers! Items were also displayed in a logical way: baby products, for example, were all stacked together, as were shower gels and toiletries. Attention to such details – and indeed anything that makes the shopping experience – will always attract the shopper to return, and it was clear to the mystery shopper that Colin had given great thought to such processes.
Aesthetic appearance apart, it was the human touch that rEAlly made an impression on the mystery shopper from the outset. As soon as she entered the shop, the shopper was greeted with a very warm ‘hello’ from a male staff member, who turned out to be Colin himself!
‘Colin’s friendly attitude made me feel very welcome and valued,’ the shopper said. ‘he smiled, made eye
contact and asked if he could help me with anything.’
This is one small detail, from which many other community pharmacies in nI could learn. for a patient, going into a pharmacy may provide them with the only human contact they have all day – particularly for the elderly – and, as such, a warm welcome on entry is of vital importance.
When it came to the non-pharmacy enquiry, the mystery shopper was served by a female member of staff, who turned out to be as friendly as her employer. The shopper enquired as to whether the pharmacy stocked nail varnish and the assistant explained that, while they didn’t stock cosmetics, they had a few boxed Christmas gifts, which included nail varnish, but appreciated that this was not what the shopper was looking for. She was, however, very efficient and did her best to assist the shopper in her purchase.
With regard to the pharmacy enquiry, the shopper explained to Colin that she had a friend who was suffering from heartburn and that she heard about a preparation called Pantoloc Control that was good for relieving symptoms. Colin explained that he did not have Pantoloc Control in stock, but had a product called nexium Control which was from the same family. he said Pantoloc was an older drug and asked if the shopper’s friend’s symptoms were recent, or if
she had had the condition for a long time. he said he would like to talk to her as he would need to know what other medication, if any, she was taking. Colin proceeded to give the shopper a flyer with the pharmacy’s telephone number and said he would be more than happy to have a chat with her. he also recommended that her friend return to her gP to discuss, but that if she called him, he would advise based on the information provided.
needless to say, the shopper was more than satisfied with the response that she received. In particular, she really appreciated the fact that Colin had offered to speak to her friend directly; a move, which, she felt, really displayed a degree of respect and of confidentiality.
The shopper’s overall experience at harrison healthcare was excellent. She found the service provided both by Colin and his assistant to be of a very high standard. While delighted by the shopper’s findings, Colin harrison was adamant that this is the level of service he expects of himself and his staff on a daily basis.
‘We spend a lot of time in the pharmacy on in-house training on an ongoing basis. We appreciate the fact that patients choose to come to us in what is, after all, a busy marketplace; one in which we have a lot of local competition, and so we strive to make a trip to our pharmacy an experience.’
PhArMACy In foCUS - 23
Colin Harrison,
Harrison Healthcare, Nigel Walsh, Ulster Bank and Andrew Cheung, Harrison Healthcare
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