Pharmacist Jacinta McDonald, proprietor since 2016 of McDonalds Pharmacy in St Ives, northern Sydney, which has been operated by the same family for 40 years, advocates for better patient healthcare through increased pharmacist scope, aims to become a prescribing pharmacist, and hopes to exploit further the range of cannabis applications at her pharmacy.
What have been some of your career and store highlights so far?
Winning ‘Most outstanding pharmacy on [Sydney’s] North Shore’ three times; local Year 3 children turning up to the pharmacy with flowers and a card to thank us for all our efforts during COVID; our 40th birthday celebrations in March this year – we’ve been open every day of the year for 40 years, including every Christmas Day; appearing in the SMH [Sydney Morning Herald] over RAT test shortages; appearing on Channel 10 advocating for fast-tracking of COVID vaccine rollout in pharmacy.
What has been the impact of technology on pharmacy over recent years?
Technology is making our jobs more efficient and faster, so we can spend more time interacting with our patients to ensure better health outcomes rather than typing up prescriptions all day.
How has the pharmacy industry and its approach to health services evolved over the years?
Pharmacy is seen as a health hub. We provide vaccinations, health screening, professional advice and referrals to allied health professionals.
Tell us about the ethos of your pharmacy and how it differs from other pharmacies in your view.
At ‘Maccas’ we’re fast and friendly and aim for all our patients to leave high on health. I employ a varied bunch of positive staff with excellent customer service skills and talents.
Our pharmacists all specialise in different areas, including a herbalist, a cannabis expert, a Pharmacy Council [of NSW] employee, two ex-pharmacy owners, a research pharmacist, vaccinating pharmacists, a pharmacist/nurse and a professional services pharmacist. We learn from each other and refer our patients to the most qualified pharmacist for their health needs.
Our pharmacy assistant staff includes Lizzi Michel who was a PATY finalist in 2019 – she’s currently studying psychology and gets plenty of experience in retail pharmacy to apply what she’s learning at university.
Why is looking after your community so important to your pharmacy?
We’re called a community pharmacy because the community is the core of our business. Community brings us together so we can all look after each other. The better the engagement with the community, the better health outcomes for all.
What do think your customer base values the most about your pharmacy?
We’ve been owned and operated by the McDonald family for 40 years, spanning three generations of our family. Often, three generations are working together: David McDonald (retired pharmacist), myself (daughter and current owner) and Sophia Doyle (granddaughter).
What are the values at your pharmacy and why is it so important to maintain core values in community pharmacy?
Compassion, respect, dignity and positivity. You never know what someone is going through. We all need to look after each other.
What was the way in which the COVID-19 pandemic most changed the way your pharmacy operates?
COVID-19 enabled us to showcase to the community all the services we provide, including delivery, vaccinations and health checks. Pharmacy is a health destination.
How has your team performed during the challenges of the past two years, such as product shortages, frustrated customers, rosters, vaccine availability, etc.?
The Maccas team showed resilience and willingness to upskill and work extra hours under immense pressure. Pharmacy staff turned up for work, we had to fight for PPE and vaccines, and we spent endless hours trying to access face masks and hand sanitisers for our community.
The wholesalers had no stock. I ended up sourcing face masks from an army contact. Some staff were unable to have contact with family members when they returned home, due to fear of spreading COVID to their loved ones.
I worked seven days a week for months on end, trying to support my staff as best as I could, and making sure they got one to two days’ break per week. I’m sure most healthcare professionals that have worked throughout COVID have some form of PTSD!
The abuse was the worst: when you’re working way beyond your physical and emotional capacity to help your community, to be abused was soul-destroying. Most of the abuse was over vaccine eligibility and brand, and we were advocating for our patients, yet abused.
Staff shortages were weekly, [with the wariness of] close contacts, and deep cleans of the pharmacy [were continual]. It was all one giant COVID nightmare, and I thank my family for supporting me and apologise to my daughters who had to work non-stop helping with the vaccination rollout and delivering medicines.
Please elaborate on what your most popular service is, and why you think it’s so successful.
Mobile COVID vaccinations in your home [because of] the convenience – you’re already on the couch for your recovery post-vax day.
What is your advice to other pharmacies seeking to strengthen that service in their store?
Talk to your patients. Advertise your services.
What do you predict 2023 has in store for pharmacy, touching on any changes you think will occur, such as COVID issues, customer traffic, the environment, etc.?
Extending the scope of pharmacists – the UTI trial and oral contraceptive pill trial have begun, pharmacist prescribing is soon to start, and this will give patients timely access to their regular medications, and GPs more time with their more complicated patients.
COVID is a virus we should come to live with, like the flu. The best protection is vaccination.
COVID has highlighted the importance of health and disease prevention. Customer traffic has increased for pharmacist consultations.
Pharmacy has shone throughout the pandemic – it has shown up and patients appreciate and trust their local pharmacists with their health.
What do you look forward to most in 2023 – for example, new strategies, new services, upgrades, or new store plans?
Working with my diverse, positive Maccas team. Becoming a prescribing pharmacist. And I’d love to expand the pharmacy further into the cannabis area.
This feature was originally published in the May issue of Retail Pharmacy magazine.
