JUNE,Edition # 28, 2001

Consultant pharmacists are gradually increasing in number and the concept is developing to the stage where "points of difference" must begin to emerge.
This is necessary, so that consulting services can be marketed to as broad a cross-section of the population as is possible.
This newsletter has been supporting the concept of developing a substantially private enterprise approach, using government subsidised services as a platform to develop new forms of service.
I have been asked to develop a practice model from a management perspective.
The basic model envisaged is one where the consultant pharmacist has no direct involvement in the general activities performed in a community pharmacy, and will not be part of prescription dispensing.
The consultant will be independant and will probably lease suitable space within a pharmacy, or in the case of a medical centre, may lease adjacent office space.
It is envisaged that the area occupied by consultancy services will be a three-tiered design, embracing an area for secretarial/reception duties, a relatively open area for basic, simple interviews, plus a more secluded areas for patients who may present with complex problems and need absolute privacy.
Something along the following lines:

Private Room		Panelling separating private room and open counselling area is opaque and floorto ceiling i.e patient cannot be seen from dispensary.
Entrance Area	Open Counselling Area with Privacy Glass Panels		Dispensary
	Reception Desk		Bench

Reception area is completely open, with a chest high opaque panel and a soundproof glass extension, separating it from the dispensary. A soundproof glass panel separates reception from counselling and a floor to ceiling opaque panel is installed between the counselling area and the private room.

The model allows for two consultants, if necessary, working in this space, allowing a specialist consultant to use the private room, with patients by appointment only, while the open counselling area can be utilised for more general types of consulting, perhaps of briefer duration. The reception area controls all traffic, receiving referrals from the dispensary, or from other professionals.
Appropriate computer systems should be linked within the three work spaces, accessed by different security levels of passwords.
Adequate shelving needs to be installed for the purposes of having a reference library, or simply space for the location of files and equipment.
The secretary should receive all telephone calls and screen appropriately, diverting to the nominated consultant extension as necessary.
If the building has an arcade running beside it, or is located on a corner, then separate main entrances can be built in, enabling patients to access more directly.
By arrangement with the pharmacist in charge of the dispensary, dispensing information can be made available online, providing the appropriate privacy rules are observed.
The design obviously can be altered or varied to suit each particular environment, but it is suggested that the three-tiered space concept be built in.
Extra space will also be needed in front of the reception area to accommodate comfortable seating arrangements. Ensure that this is quality furniture, for if you think back to other professional rooms you have visited, the "daggy" chairs and the out of date magazines on offer are a complete turn-off. This space can also be decorated with indoor plants, or some other form of adornment, so that the space in total, is completely different to that of the rest of the pharmacy.
Ensure that patients waiting for prescriptions utilise seating in a separate area more identified with the dispensary.
If you hope to develop a fee for your service, there must be a complete differentiation between what has been offered by pharmacists from their dispensary surrounds. Appointments are absolutely essential if this differentiation is to have impact.
By physically looking and acting the part, you are well over the half-way mark to being able to charge a fee for service.
What type of services can you offer?
Well, I will try to cover some good ideas in future editions, and how they can be marketed.
Please don't hesitate to be interactive with this column and share your ideas with us.
Ends

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