In the bustling world of Australian retail pharmacy, the value of retaining staff is paramount. These pharmacies serve as vital healthcare hubs within communities, offering medications and indispensable advice to customers. However, they face challenges from ‘Discount Pharmacies’, online competition and shifting consumer preferences. In this dynamic environment, the retention of skilled and dedicated staff emerges as paramount for success.
Retention of pharmacists stands out as crucial. In an era where chronic disease management is essential, knowledgeable pharmacists foster trust among customers. Additionally, continuity in pharmacist-patient relationships enhances pharmaceutical care efficacy, leading to better health outcomes and, to stronger patient relationships.
Pharmacy assistants also play a vital role in handling day-to-day operations. Their impact on the customer experience is profound, from creating a welcoming atmosphere to streamlining operations. Their familiarity with products and procedures enhances efficiency and profitability.
Retaining skilled staff becomes more critical amidst challenges faced by bricks and mortar pharmacies, including online competition. Personalised service and human interaction become essential differentiators. Customers are more likely to remain loyal to pharmacies where they feel valued and understood.
Employee turnover poses significant challenges, including recruitment costs and disruptions to workflow. Stable staff fosters a positive work environment, impacting morale and productivity positively. Employee retention has broader implications for ensuring the best patient care by ensuring knowledge preservation with experienced staff mentoring newer recruits. Consistent staffing also ensures continuity of care, contributing to the system’s efficiency by reducing unnecessary hospital visits and costs.
Retaining staff in your retail pharmacy, as with any business, requires a proactive approach that acknowledges the unique challenges and opportunities within the industry. Here are four key tips to enhance employee retention:
Invest in Training and Development:
Comprehensive training and development programs are essential for equipping staff members with the knowledge and skills needed to excel in their roles. For pharmacists, continuing education opportunities not only fulfill regulatory requirements but also keep them updated on the latest advancements in pharmaceutical care. Likewise, ongoing training for pharmacy assistants enhances their proficiency in customer service, product knowledge, and operational tasks.
Providing access to professional development opportunities demonstrates a commitment to employees’ growth and career advancement, fostering loyalty and motivation. Whether through in-house training sessions, external courses, or mentorship programs, investing in staff development not only enhances individual performance but also strengthens the overall capabilities of the pharmacy team.
Cultivate a Positive Work Environment:
A positive work environment is vital for fostering employee satisfaction and engagement. Creating a culture of respect, collaboration, and open communication is key to nurturing strong relationships among team members. Encourage feedback from staff and actively address any concerns or suggestions they may have. Regular team meetings and one-on-one check-ins provide opportunities to celebrate achievements, address challenges, and reinforce organisational values.
Additionally, promoting work-life balance demonstrates a commitment to employees’ well-being and reduces the risk of burnout. Flexible scheduling options, generous leave policies, and supportive management practices contribute to a healthier and more productive workforce. By prioritising staff morale and mental health, pharmacies can create an environment where employees feel valued, motivated, and invested in their roles.
Recognise and Reward Performance:
Recognition and rewards are powerful tools for motivating staff and reinforcing desired behaviours. Acknowledge and celebrate individual and team achievements, whether it’s exceeding sales targets, delivering exceptional customer service, or demonstrating innovation in daily tasks. Publicly recognising staff members’ contributions through praise, awards, or incentives boosts morale and reinforces a culture of appreciation.
In addition to formal recognition programs, offering tangible rewards such as bonuses, gift cards, or extra time off recognises employees’ hard work and incentivises continued excellence. Performance-based incentives not only acknowledge individual efforts but also align employee goals with organisational objectives, driving overall business success. By showing appreciation for their contributions, pharmacies can strengthen employee loyalty and retention.
Foster Opportunities for Advancement:
Providing clear pathways for career advancement is essential for retaining talented employees and fostering long-term commitment. Create opportunities for staff members to take on increased responsibilities, pursue additional training, or transition into leadership roles within the organisation. Cross-training initiatives allow employees to develop diverse skills and explore different areas of pharmacy operations.
Conduct regular performance reviews and career development discussions to identify employees’ strengths, interests, and aspirations. Work with individuals to create personalised development plans that align with their career goals and the pharmacy’s needs. Encourage internal promotions whenever possible, demonstrating a commitment to recognising and nurturing talent from within the organisation.
Additionally, offering competitive salary and benefits packages demonstrates a commitment to employees’ financial well-being and helps to attract and retain top talent. Conduct regular market research to ensure that compensation packages remain competitive within the industry. By providing opportunities for growth and advancement, pharmacies can inspire loyalty and retention among staff members, reducing turnover and ensuring a stable workforce.
Actively working to retaining staff in Australian bricks and mortar retail pharmacy may seem like a time consuming and expensive exercise, but it is absolutely vital for the long-term viability and profitability of any business. Pharmacists and pharmacy assistants are integral to daily operations and serve as trusted advisors. By implementing key retention policies, you can create a supportive and rewarding environment where employees feel valued, engaged, and motivated to contribute to the pharmacy’s success. Through investment in training and development, cultivating a positive work environment, recognising, and rewarding performance, and fostering opportunities for advancement, pharmacies can strengthen employee retention and position themselves for long-term growth and success in an evolving industry landscape.
Written by Robert Whelan, Managing Director – AP Group
AP Group are the leading pharmacy experts in Australia, helping hundreds of pharmacists into ownership every year – our team can help with sourcing finance for your purchase, as well as providing the right legal advice to help you navigate the process.
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About the Author:
Rob Whelan’s hardworking and entrepreneurial nature is how he built AP Group from start-up to the largest specialised pharmacy brokerage in the country. And he’s showing no sign of slowing down (his two young, energetic daughters will make sure of that, too).
Thought leader. Problem solver. Big picture thinker. They’re a few of the words often used to describe Rob.
He’s worked in the pharmacy space for more than 2 decades — from franchise development at Terry White Chemmart to Operations Manager of the Pharmasave Group. He’s also held roles in branded OTC products, generic and branded medicines, brand development and pharmacy group operations. With a resume like this, it’s easy to see why there are few people in the pharmacy industry with such diverse knowledge as Rob.
When asked what he loves most about his role, Rob is particularly proud of the team they’ve built. Each individual brings their own unique experience to the role, all coming together to form a close-knit team with shared goals. For Rob, being able to have a positive impact on their career (and life) is what gets him out of bed each morning. Well, that and having to make the school lunches.