THE GOAL WAS NOT TO PUSH, IT WAS TO PLANT A SEED, SPARK A MOMENT OF CURIOSITY
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2. Reframing patient engagement: making every contact count Next, Ken's team mapped out all their daily touchpoints with patients, not just at the counter but in the consultation room, on phone calls and even on deliveries. Every contact became a potential opportunity to raise awareness of the Pharmacy First service. Instead of blanket messaging, they used a targeted, relevant approach.
If someone asked for sore throat remedies, staff used that as a prompt to start a conversation; “Did you know you might be eligible for a free consultation with the pharmacist through the Pharmacy First service?”
If someone collected antibiotics for a UTI, staff might ask; “How long did it take you to get that GP appointment? You might be eligible for treatment right here next time.”
The goal was not to push, it was to plant a seed, spark a moment of curiosity and re-educate the public about what pharmacy can do.
3. Targeted training To make that happen, the team received bite- sized training sessions on individual Pharmacy First conditions. Instead of abstract modules, the focus was practical and real-world. They learned how to spot cues, what language to use and when to escalate to the pharmacist. Even drivers got involved, placing stickers on bags for patients and having conversations during deliveries.
The result? A unified team, confident in its role as clinical signposts and advocates.
The turnaround didn’t happen overnight. It took coaching, consistency and culture change. But the results speak for themselves: • Monthly Pharmacy First consultations increased from 106 to 247.
• That equates to over £3,700 in consultation fees per month, plus medicine reimbursements.
• Staff report feeling more confident, valued and engaged.
• Patients report better understanding of what their local pharmacy can offer, reducing the strain on local GP services in the process.
Want to Make the Shift in Your Pharmacy? Step 1: Audit your interactions - Walk your workflow. Where do you already have natural conversations with patients? Where are your missed opportunities?
Step 2: Conduct an awareness survey - Ask patients casually or via a simple slip at the counter: “Have you heard of Pharmacy First?” Use the responses to guide your team messaging.
Step 3: Introduce targeted training - Choose one Pharmacy First condition each week. Teach the team how to spot it, speak about it and signpost patients.
Step 4: Celebrate every win - Track your Pharmacy First consultations weekly. Share stories in team huddles. Recognise the small moments that made a difference.
Step 5: Make it visible - Use posters, stickers, counter prompts and pharmacy bags to nudge conversations. If people do not see it, they will not ask.
In a healthcare system under strain, Pharmacy First isn’t just a lifeline for patients, it’s a survival strategy for the profession.
As Ken’s story shows, the shift does not start with a contract.
It starts with a conversation. It starts with your team.
It starts with a decision to make every contact truly count.
When you do, you don’t just grow a service. You grow your pharmacy.
Need Help Making It Happen? At ReviveRx, we help community pharmacies assess and improve operational efficiency, one smart change at a time. If you are ready to go from firefighting to forward momentum, we are here for you.
Learn more at
www.reviverx.co.uk Contact us at:
hello@reviverx.co.uk
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scotpharm.com
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