1. An Evolutionary Change of Approach for Community Pharmacy
Our story so far…
By Michael Ball

4. PRE Healthy Living Pharmacy
Within the Healthcare industry, there are few that provides a supply service like we do, but are we making the most of the patient interactions?

5. Who are we, and what did we think of ourselves?
PRE HLP
Who are we, and what did we think of ourselves?
“A long standing reputable Community Pharmacy” “Foundations based on quality customer service”

6. What did a quality service look like??
PRE HLP
What did a quality service look like??
“Providing a safe, friendly and efficient SUPPLY service”

7. Pharmacy is a lot more than just supply!
PRE HLP
Pharmacy is a lot more than just supply!
“We have long had a desire to embrace all commissioned services”

8. An honest appraisal of where we are at…
PRE HLP
An honest appraisal of where we are at…
“A desire to embrace all commissioned services, but sometimes a struggle to generate significant patient recruitment”
“There is a lot more that we could be doing for the benefit of the patient, the wider economy, for our great team, and for our business ”

9. Embarking on the HLP journey…
“Time for a totally new approach”

10. We have long had a desire to review;
“How do we provide the patient services that we do?” “How do we develop our team to realise the opportunities that community pharmacy will have in delivering public health services?” “How do we lead our team effectively to ensure a long term successful approach to delivering all pharmacy services?”

11. What does Healthy Living Pharmacy mean to Broadway Pharmacy?
“The HLP Accreditation process has given us the impetus to embrace and develop our team and our business to make the changes necessary to move into a position whereby we are ready to become a long term provider of public health services ”

12. So what has changed?
“Leading the team through our new approach moving forward, and the HLP accreditation has enabled us to review all of our processes to bring about massive efficiencies”
“Developing our team members has created a super positive atmosphere, and a coherent mind set shift towards how we maximise the patient interactions to improve the outcomes”

13. Taking on the Responsibility
“Times have changed. No longer can we expect to have our hands held, and guided step by step through things”
“You have to stay committed to the cause. Challenge everything and everybody around you. Empower your team ”
“Stop with the excuses that you haven’t got time. You have to make time to review what you do, and to find the capacity to do and provide more”

14. Sharing the Responsibility
“Involve your whole team. It breeds positivity and appetite. The satisfaction of making every patient contact count is infectious”
“Communicate and plan the delivery of all services that you provide with real detail. Champion everyone in the team to lead by example. Support each other through the continuous learning”

15. Time to Invest
“We have to allow ourselves the opportunity to develop a strategy for leading the change throughout the HLP accreditation”
“The team’s enthusiasm has to be supported with structured training and acknowledgement of their development ”

16. What can be achieved?

17. For the team
Three senior managers undertook the HLP Leadership programme
In addition to the two Health Champions required for HLP accreditation, we have put an additional five team members through the programme, giving us a total of seven health champions
Three trained stop smoking counsellors
Every member of staff undertook NHS Health Education Northwest ‘Making Every Contact Count’ training

18. We have undertaken and recorded more than 1000 Health Conversations
For the patients
We have undertaken and recorded more than 1000 Health Conversations

19. In this current financial year
For the patients
We have treated 1215
minor ailments
In this current financial year
We only managed 152 minor ailment consultations in the whole of the year prior to HLP accreditation

20. We have made 240 supplies of NRT with the voucher service
For the patients
We have made 240 supplies of NRT with the voucher service
In this current financial year
We only managed 26 NRT voucher scheme supply's in the whole of the financial year prior to HLP Accreditation & SSS Clinics

21. In this current financial year
For the patients
We have counselled 40 patients through our stop smoking service to achieve their 4 week quit target
In this current financial year

22. We have provided 577 New Medicine Service Consultations
For the patients
We have provided 577 New Medicine Service Consultations
In this current financial year
We only managed 48 NMS consultations in the whole of the financial year prior to HLP Accreditation

23. We have achieved our 400 MUR target every year since HLP Accreditation
For the patients
We have achieved our 400 MUR target every year since HLP Accreditation

24. For the patients We
administered over
2300 flu jabs

26. “I have been attending the pharmacy for 8 weeks now for the no smoking clinic with Vivienne who has been fantastic, a real joy to talk to and share my week to week of being smoke free, it has changed my life in so many ways. Wednesday is now a big part of my week to see Viv, have a chat and Carbon Monoxide reading. All the staff at the pharmacy are so friendly and have been supportive while I am waiting for my patches. They always ask how I am doing, and say well done”
Mr R Hassall

27. “Ten weeks ago, my wife and I embarked on a weight loss programme, largely on medical advice. Whilst filing a prescription we saw that the local pharmacy (Broadway) offered a weight loss support service and we both decided to join. It was a spur of the moment decision, but one that has proved incredibly successful. Between us we have lost approximately 24kg and are highly delighted. The pharmacy staff have always been friendly, welcoming and interested in us. Vivienne has been inspirational, she always has a welcoming smile and more importantly she has time for us – we now regard her as a friend. She seems as pleased as we are with our success ” Mr & Mrs G Burnett

28. Patients now get community Pharmacy!
“Many patients now see community pharmacy as their first port of call. They love our convenient accessibility, and trust that we can help them”

29. GP’s now get community Pharmacy!
“Reviewing our whole approach and gaining the HLP accreditation has given us the strength to engage more confidently with our GP colleagues”.
“GP’s are now prepared to engage with us to work smarter in the best interests of the patients. The relationship's are growing, and they are now trusting our contribution”.

30. Thank you for listening
We now really want to see the roll out of more public health services commissioned through HLP
Thank you for listening