In News

Follow this topic

Bookmark

Record learning outcomes

The new LloydsPharmacy store in West Bromwich was the 1,000th premises to be fitted by pharmacy design specialist, T3 Pharmacy Design. Chris Jones, managing director, explains the importance of taking a holistic view when refitting a pharmacy

On average, retail shops are refitted every three to five years, but for pharmacies it's more like every 20 years. These days, shoppers have high expectations and a welcoming environment where the pharmacist is not hidden away is essential. There have been lots of changes over the past 20 years in pharmacy, including new services and technology but, in general, premises have not kept up.

Some pharmacies do a lot of tinkering at the edges, but it is important to take a holistic view rather than bolting on a new counter or consultation room, for example. Working with a designer will help ensure that opportunities are not missed during the refit, and customer and staff input should be sought first. The dispensary should be the starting point of any redesign as it is the hub of the business.

Designing the dispensary layout to maximise efficiency and workflow will keep errors to a minimum and lift prescription production. If the dispensary is poorly laid out, the team could end up walking miles a day.

Out in the open

Dispensaries nowadays are open, so that patients can see inside and be confident that the staff are handling their medicines safely, although obviously controlled drugs still need to be hidden from view. It is a bit like the trend now for restaurants where the diners can see into the kitchen. Dispensing robots used to be out of the question for most pharmacies as they cost around £100,000. However smaller robots are now available for around £50,000.

They help to increase efficiency, save time for the pharmacist(s) and staff, and get medicines to patients quicker. Some robots are designed with a glass frontage, which creates a level of fascination for customers while they are waiting for their prescription. Installing a dispensing robot is a capital investment that pays off.

Wow the customer

The sales area should wow the customer and focus on healthcare. It needs to be the right space, with the right products and the right services. Lighting is also very important in a pharmacy €“ the right effects can draw the eye to certain things like promotions and services.

Pharmacies also need to think about their shop front. A bit of lighting in the window and a few neat poster units stating the services and opening times is all that is needed. Customers should be able to get a clear vision into the pharmacy, so no paper or sticky tape please.

Lots of pharmacists are worried about the expense of refitting, while others say that they don't have the time. We work with pharmacists to take the pressure off them and ensure they get a design that fits their needs and those of their customers. The savings cover the costs.

Community pharmacy is changing all the time. A design that enables efficient workflow will increase efficiency, reduce errors and help to meet GPhC standards