Published by Computachem Services

P.O Box 297.
Alstonville. 2477
NSW Australia

Phone:
61 2 66285138

Over the last few months, I have been fortunate enough to be involved in a pharmacy that is undergoing accreditation for the Quality Care program. It has been an extensive experience that takes the running of a pharmacy right back to the basics, to ensure the structural organisation is appropriate, in order to allow a business to flourish. Initially, I was a bit sceptical, and thought it may be a waste of time, but I have been pleasantly surprised.

It is also amazing from a graduates perspective to appreciate how much thought and effort goes into a business behind the scenes. Everything from methods of analysing stock to ensure correct re-ordering, to occupational health and safety regulations.

Some of the protocols decided at our Quality Care meetings included how to deal with a customer that has stolen an item. Firstly, the pharmacy must have a sign displayed on the premises to state that you may be asked to have your bag checked. If you are convinced that someone has hidden an item, you can only approach them if the bag they have put it into is larger than an A4 page. Then, you can only ask for them to show you what is in their bag, and you can not physically touch the bag at any time. If they walk out of the store, you can approach them and ask them to return to the store because you believe they have items unpaid for. The person should be approached from the side or front on, not from behind in order to stop them and actually become engaged in conversation. They need to be brought to a quiet corner, and if they refuse to pay for the item or admit they have an item, the police should be called.

If someone comes into the pharmacy threatening a staff member, all of their demands should be met with minimal confrontation. You should not face them front on, because this can provoke their anger, and your hands should remain above your shoulders. If it is a threatening phone call, you should try to remember their accent, sex, if it is a local or STD call, and listen for any background noise. If they say there is a bomb in the building, you should try to find out when it is going to go off, what does it look like, and where is it located. You should try not to frighten all staff and customers, by asking everyone to leave the premises for security reasons.

This is just an example of the type of information we had to discuss for the quality care program. I believe that going to all these details can prepare pharmacists for any situations (all information is documented, which is kept on the premises for all staff members to refer back to when necessary). This can help businesses run more efficiently and professionally, to show the general public we are a major asset to the community and we are not simply shop keepers of corner stores. Presently, a minor percentage of pharmacists are accredited, with NSW having the lowest percentage out of all the states. Although it is a lot of work to become accredited, in the long run, I believe it will save you money and allow you run a business efficiently.