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AWARDS


CUSTOMER SERVICE (1-3) AWARD O’NEILLS PHARMACY, COALISLAND


S


ituated in the heart of County Tyrone and about four miles from Lough Neagh, O’Neill’s


Pharmacy, which has been in business for more than 50 years, really is the epitome of the ‘local community pharmacy’.


Although it may be a small town, Coalisland is certainly a bustling little town, bursting with businesses. Indeed, small as Coalisland may be, O’Neills is in competition with two other independent pharmacies – one of which is within a few yards!


With so much competition for local patients, the fact that O’Neills is the proud winner of this year’s Customer Service (1-3) Award tells you everything about the high level of customer service that Adele Graham and her team provide.


Adele’s team, which includes Deirdre ??, who has worked in the pharmacy for an amazing 44 years, prides itself on the personal service that it provides to every patient using the pharmacy. The fact that O’Neills has been in operation for more than half a century means that Adele and her team have seen several generations visit the pharmacy over the years, and take great care to know the names of each and every patient using their services.


The team’s attention to such detail as one facet of their customer service that was observed by the mystery shopper, who visited the pharmacy in the lead-up to the awards. The mystery shopper admitted that they had been as impressed by the welcome that they received from the pharmacy staff member as by the excellent level of service that was provided by the entire team.


On arrival at the pharmacy, the shopper was particularly impressed by


40 - PHARMACY IN FOCUS


the fact that the entrance was easily accessible to everyone – vitally important for any community pharmacy today, which has to cater for a wide range of shoppers, including both young mums, who may be trying to enter the premises with a pushchair or pram, and the elderly, who may be using mobility scooters or wheelchairs.


From a visual point of view, the mystery shopper was impressed by the pharmacy’s appearance, noting that both the front of the shop and the entrance were clean, tidy and free of debris. The shop windows were very clean and free from any unnecessary posters or stickers. When you’re competing with two other similar local businesses, it is vitally important that premises are attractive and welcoming, making them more visually appealing to prospective patients.


The mystery shopper also found the interior of the pharmacy equally impressive. Throughout the store, products were well displayed in an attractive and easy-to-find manner, and were both well stocked and clearly priced. Community pharmacies in many small towns often have to act as the ‘one-stop shop’ for their patients and customers and O’Neills is no exception.


Alongside the ‘traditional’ pharmacy retail offering, such as cosmetics and perfumes, the pharmacy also provides a wide range of household products and, again, these were clearly priced and well displayed.


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:


‘I was not only impressed with the welcome I received, but with the entire level of service that I received. I would be delighted if I was a regular visitor to this pharmacy, and would be more than happy to recommend it to others’


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 Adele 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 they entered the shop, the shopper was greeted with a very warm ‘hello’ from


a female staff member, who turned out to be Adele herself!


With regard to the service, the shopper’s enquiry about an over-the- counter painkiller was dealt with very effectively and they reported that, overall, they found their visit to O’Neills Pharmacy ‘very positive’.


‘I was not only impressed with the welcome I received,’ they said, ‘but with the entire level of service that I received. I would be delighted if I was a regular visitor to this pharmacy, and would be more than happy to recommend it to others.’


Adele Graham, O'Neills Chemist, Coalisland


and Lisa Murphy, Eurosales International (on behalf of KISS Products)


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