Prestwich Pharmacy Retail Case Study

Prestwich Pharmacy in Manchester discovered ‘huge potential’ for its business, says owner Fin McCaul

Improving pharmacy commercial performance

With long experience of working with pharmacy organisations at a national level, Fin McCaul, pharmacist and owner of Prestwich Pharmacy Ltd, was in a good position as any to predict the likely direction of the changes and financial challenges that community pharmacy in England now faces.

One year ago he started working with consultancy company RPS Ltd to see if the performance of the pharmacy could be improved as trading conditions looked threatened. “The business wasn’t growing the way I wanted it to be and I knew that there were probably significant changes coming for pharmacy. But I didn’t know where we could go or how to get there.”

“An excellent business programme that gave me the tools and confidence to address our issues.”

Fin McCaul, Prestwich Pharmacy

Prestwich Pharmacy – Moving In A New Direction

The Challenge
Recognise that customers are prepared to pay for products

Part of the challenge in growing commercial return was for the team to recognise that customers are prepared to pay for products and services. Community pharmacy needs to take a commercial approach to survive.

“We’ve been trained for years to think that the NHS is free at the point of contact, and therefore everything that pharmacy offers or does should be free or very low cost too. We have to understand what customers want to help improve their health and provide that for them. It’s a different mindset.”

The Solution
One person takes accountability for each area.

Helping the staff to “own” the change was crucial, so that it’s not the pharmacist doing everything. “One person takes accountability for each area. For example, the pharmacist leading on flu put targets in place and designed best practice for introducing the service to patients, so all the team speaks about our flu service in a consistent and uniform manner. One of our staff ‘owns’ our smoking service and feeds back on the numbers on a regular basis. Then if the numbers aren’t good enough, we look at why that was, as a team.”

How have we helped our clients?

Exceed Category Growth Target by 20%

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Defined strategic approach

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Going from good to great.

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Increase in ATV of 16%

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Hitting budget within 4 months

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16% increase in growth

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Business growth strategies

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Customer loyalty strategy

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Blue Banana Logo

Boosts Sales by 30%

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New sales channel

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Best product launch ever!

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