In this month’s issue of Retail Pharmacy magazine, we spoke with retail manager Kayleen Stapleford from Gatton Plaza Discount Drug Store, in Gatton Queensland about the pharmacy, her career highlights and how the industry has evolved over the years.
You’ve been a retail manager for 10 years. What have been some of your career and store highlights for far?
As a team, we have been working on training and developing our skills to provide our customers with the best health advice and product knowledge. In addition to positive customer rapport, this has also resulted in positive commercial returns over the years. We are pleased that we have been able to find solutions to some workflow issues. We have implemented many new procedures that increase workflow and work productivity. I have learnt that leadership is about listening and finding solutions together and then guiding the team to work together. I am also very proud of our team who continued to perform and overcome challenges during the pandemic, under immense pressure.
Speaking of challenges, describe your day-to-day challenges and how you have overcome them.
Like most, staffing is often a daily challenge. With a large staff, it’s not uncommon to have someone away. We, therefore, focus on what our team needs right now and prioritize what we need to do, one day at a time. It all comes down to having a plan and being organised.
What has been your most satisfying moment in the pharmacy?
I am lucky to work in a pharmacy where there are probably too many to list one. However, overall, it’s always satisfying to assist a customer with their health issue and see the genuine appreciation they have for your advice. It means a lot to know people in our community trust me and the team.
Tell us about the ethos of your pharmacy and how it differs from other pharmacies in your view.
Even though we are a large store [Gatton Plaza DDS is 293 square metres] and very busy most of the time, we always offer a family-friendly environment. We go out of our way to help customers with all sorts of problems. We see customers from all age groups. A lot of families have been with us for two or three generations. We spend time listening to their concerns, while also being thoughtful to our teammates and helping one another as much as we can.
What are your values at DDS Gatton Plaza and why is it so important to maintain core values in community pharmacy?
At DDS Gatton Plaza our values are:
In this pharmacy,
We are helpful,
We have fun,
We are knowledgeable,
We are patient,
We are successful,
We work together,
We are a team.
It is important to maintain these values, as it builds a culture that makes our customers feel safe and welcomed. We want to maintain a pleasant, friendly, professional environment.
What skills do you consider important in a leadership position? How do you implement these in your role?
Fundamentally, this comes down to excellent organisational skills.
We are a very busy pharmacy, and we must have a clear plan for each day to ensure we get our tasks completed. Staff expectations must be clear and before the pharmacy opens, I write a list of the goals we need to achieve for the day.
In addition, being sensitive and kind is key – as too is the understanding that staff all learn at different rates.
Why is looking after your community so important to your pharmacy?
We feel it is important to look after our community because they have become like our family. Our staff know our customers and are interested in them. Customers value our genuine care and friendliness.
Does your pharmacy offer professional services?
Yes. Vaccinations and blood pressure checks are among our biggest services.
We do a lot of vaccinations and blood pressure checks. Our customers value these services because we take the time to discuss these issues with them. They trust us and what we do, which once again is key to the success of any pharmacy – customer trust.
What is the most successful OTC category in your pharmacy and why?
We see strong success within our vitamin category. We keep a good, well-priced range. The layout is also very important. We are very mindful of making it easy for the customer to navigate.
How has the pharmacy industry and its approach to health services evolved over years?
With the ever-increasing congestion at the local doctor’s surgeries, pharmacies are well placed to help relieve the pressure with some health services. Patients are looking for convenience and expert advice, and pharmacy is constantly evolving to meet this need.
What has the impact of technology been on pharmacy over recent years?
Like most industries, pharmacy has not been untouched by digital disruption. We have seen significant technology changes and updates, which have changed the way we operate – and how our customers expect to interact with their local pharmacy.
What was the biggest way in which the Covid-19 pandemic changed the way your pharmacy operates?
We had to adapt quickly to the challenges and changes Covid brought upon us. Overall, our main changes were in the large number of scripts we were receiving via email and fax. We then had to increase the number of times we picked up scripts from the doctor’s surgery each day, from one to three times a day. This has now been reduced back to once a day, and even though the number of scripts to collect is still high, we can manage it better.
The increase in customers and scripts has led us to pursue a minor shop re-fit, to improve and maximise workflow. It has also increased the need for more safe home delivery.
How has your team performed during the challenges of Covid?
The team performed exceptionally well under these difficult circumstances. We remained caring and patient. We showed compassion to a frightened community. Our customers also, overall, were understanding of the shortages and difficulties we faced.
What do you predict the rest of 2022 has in store for pharmacy?
If Covid taught us anything: prepare for the unexpected. However, from a pharmacy store level, I do expect we will remain busy. That doesn’t mean we’ll rest on our laurels, either. We will continue to review and develop our procedures and processes so that we are relevant and efficient to maintain our excellent customer service.
What do you look forward to the most in 2022?
After 10 years of this store being a DDS pharmacy, we are currently having a minor shop refit. We are changing the position of our cash and wrap counter and installing a new S2/S3 counter to increase our customers’ privacy. This refit should help us manage the busy-ness of our store more efficiently.
This feature was originally published in the July issue of Retail Pharmacy magazine.
