VISIT THEINNOVATION

HUB

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Rexall’s Randeep Birdi injects greater trust and understanding

Make sure to check out the Innovation HUB at PharmacyU.ca. This is your go-to resource for practical tips on “how to” launch an innovative patient care service. Here you’ll meet other

frontline pharmacists who have taken bold steps that have made a lasting difference in the lives of their patients. You’ll be inspired to learn from their experiences and launch your own services.

INNOVATIVE PATIENT CARE A guide to setting up a new service or adapting an existing serviceBy Alan Low, BSc.(Pharm.), Pharm. D., RPh, ACPR, FCSHP, CCD

DON’T GO IT ALONEThe journey to change starts with a single step. Fortunately, it’s not a step you need to take on your own. In this supplement, you will find a guide that you can use to set up an innovative patient care service or to adapt an existing service.

The guide provides a step-by-step approach in easy-to-follow point form to show you the path to develop a uniquely suited innovation fitting your clientele and practice environment. The path you follow will be your own, so you may find you follow every step of the “how-to” or only those steps most relevant to your pharmacy practice. There is additional information available in the Innovation Hub accessed through PharmacyU.ca.

In this guide, you will find tools and a process which can help you identify the strengths of your practice and pharmacy location as well as develop and optimize customer relationships. Innovation can be as simple as tweaking an existing service to make it even more relevant, or introducing a brand new service, all with the overall aim of enhancing patient care while improving revenue.

Pre-packaged clinical services already exist, and you may be tempted to download one of these and put it into your practice. But forcing the proverbial round peg into a square hole may not be the best answer

– for you, your staff, your patients, and ultimately your pharmacy. In fact, it may even turn out to be an unprofitable and time-wasting distraction.

The new Innovation Hub at PharmacyU.ca is a portal to innovative ideas and strategies. It also contains profiles of pharmacists who have introduced innovative services, videos to inspire you on your journey, and practical how-to advice to keep you on track and efficient in your change efforts.

In any retail setting, clients can often identify a unique offering which brings them back to any business, especially for a pharmacy. The more personally tailored the offering appears to clients, the likelier they are to return for future services – and make you their go-to pharmacy.

Resources such as this “how-to” guide, Innova-tion Hub and “Pharmacy Management in Canada” textbook can provide assistance in differentiating and enhancing your practice. Your journey can begin simply with a small investment in the right patient care service done with some good clear guidance.

For more detailed information on how to choose a patient care service that is right for your pharmacy and how to implement it, refer to Section IX, Developing, Implementing and Managing Clinical Pharmacy Services in the “Pharmacy Management in Canada” textbook, available at: http://www.cfpnet.ca/publications/details/id/3

Alan Low is Clinical Associate Professor, Faculty of Pharmaceutical Sciences, UBC and co-editor, “Pharmacy Management in Canada” textbook.

YOUR GUIDE TO SETTING UP AN INNOVATIVE PATIENT CARE SERVICEInspiring business learning

This Innovation In Patient-Centred Care Guide was made available by Pfizer Canada Inc.

CARECAREINNOVATION IN

PATIENT-CENTREDINNOVATION IN

PATIENT-CENTRED

In today’s highly competitive world of pharmacy it is imperative to introduce new patient care services to differentiate your pharmacy from all the other prescription drug dispensing stores in the area. One way to draw new patients and retain existing ones is to provide a uniquely valuable patient care service which your patients desire. That service is most powerful and effective when aligned with your team’s strengths and abilities.

START listeningAs a first step, gather as much information, knowledge and ideas as you can from your patients, other healthcare providers and your front shop staff. They have valuable insights to share. Determine if there is a gap in patient care needs.

1Not all services will work in all stores. Take the time to do a SWOT analysis (find SWOT analysis resource under the Innovation HUB on PharmacyU.ca). Determining your Strengths, Weaknesses, Opportunities and Threats will help you to select the right service that benefits both you and your patients.

IDENTIFY the right service

2RESEARCH conceptsLearn how other pharmacists have implemented innovative patient care services such as travel, adherence, injection & minor ailment prescribing. For inspiration:

• Visit the Innovation HUB at PharmacyU.ca• Explore vendor partnerships • Visit pharmacy association websites• Attend conferences

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MARKET your serviceYou have an outstanding offering, but if no one knows about it, you won’t see results. Make sure to build a sales and marketing plan into your overall approach. Your customers, staff and other healthcare professionals can be the biggest advocates for the service.

6Continue ENGAGEMENTRegular updates – to your team, patients, and other healthcare providers in the area – will let others know how your patient care service is progressing.

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MEASURE resultsRevisit your original business plan to see if you are meeting your goals. Make sure to measure the results regularly and refine and improve the service based on metrics and continuous feedback.

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A STEP-BY-STEP

GUIDETO SETTING UP A NEW INNOVATIVE PATIENT CARE SERVICE OR ADAPTING AN EXISTING SERVICE

Elaine Akers, Zubin Austin, Sandra Aylward, Billy Cheung, William Chung, Rose Dipchand, Iris Krawchenko, Trent Lane, Leanne MacFarlane, Jeff May,

Dean Miller, Marshall Moleschi, Tracey Phillips, Nathalie Plante, Lisa Richardson, Judy Roberts, Deb Saltmarche, Jody Shkrobot, Jean Thiffault, Rita Winn

THIS GUIDE WAS MADE AVAILABLE BY CANADA INC. AND

WAS CREATED IN COLLABORATION WITH THE FOLLOWING LEADERS:

RESOURCE wellThe right staff, resources and processes are essential to the success of any patient care service. Identify a champion to lead the rollout of the service. Ensure all staff are fully trained and on board, as you rarely get a second chance to deliver the best first impression to your patients. Whenever you are implementing any change in your pharmacy, remember to integrate change management principles.

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DEVELOP a business planDefine the goal or objective in terms of improving patient care outcomes. Consider running a trial before expanding more widely. Adjust based on the trial results. Determine how you will measure success using such key metrics as customer feedback, patient outcomes, staff engagement, profitability and competitive advantage. (find “How to build a business plan” resources under the Innovation Hub on PharmacyU.ca)

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