TRANSFORMATION
OVER THE COURSE OF THE LAST FIFTEEN YEARS, THE FACE OF COMMUNITY PHARMACY IN SCOTLAND HAS ALTERED DRAMATICALLY. WILL CHEMISTS IN INVERURIE IS THE PERFECT EXAMPLE OF HOW THIS TRANSFORMATION HAS BEEN BORNE OUT…
TRANSFORMING
hen he began his career in pharmacy in his tender teenage years, Galen
Will spent his Saturdays, summers and holidays scooping tubs of 1000 aspirin into little tubs of 28 at his dad Ian’s Inverurie-based pharmacy. Initially, Galen looked forward to a career similar to his dad’s - meeting the healthcare needs of the local community and providing a retail offering at the same time.
pharmacy career, however, Galen began to witness a change in the provision of community pharmacy services.
Within a short time of beginning his 36 - SCOTTISH PHARMACIST
‘Once I’d graduated in 2004,’ Galen told SP, ‘and eventually started at my dad’s pharmacy in 2006, I witnessed a gradual increase in the prescription fi gures year on year. Our retail revenue dropped every year - mostly due to two large supermarkets opening nearby - and, although we still maintained a good level of retail -
COMMUNITY PHARMACY W
particularly in perfumery and gifts - it was clear that the priority at our pharmacies would always be the NHS and pharmacy services.
‘My dad made it clear to me from the outset that our relationship with our patients was probably the most important factor in running Will Chemists and he defi nitely set the tone for the entire business. His approach was always friendly and patient focussed and he was, at all times, fl exible and attentive to our
patients’ needs.
‘Over the course of the next few years, however, I became increasingly aware of a need for change in the series that we provided.
‘The level of growth that we were experiencing, combined with safety, effi ciency and our focus on customer service, meant that we needed to adopt systems that would allow us to stay on the front line, engaging in pharmacy and professional services, and veering away from retail income.
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