AS PHARMACY owners face increasing complexity in both healthcare and retail aspects, business support services have never been more important.
TerryWhite Chemmart Executive General Manager Nick Munroe (pictured) told Pharmacy Daily that in an environment of evolving customer expectations, heightened competition and an increased role in providing primary healthcare, pharmacy owners need robust, multi-facted support to stay ahead.
He said the TWC network has a three-pillar approach, encompassing health leadership and innovation; business support; and retail excellence.
"The role of community pharmacies is expanding, with customers now expecting a wide range of clinical services beyond traditional dispensing," Munroe told Pharmacy Daily.
"Programs like CareClinic empower pharmacies to meet these demands by engaging customers with accessible services."
Backed with best-in-class training, clear policies and procedures, and effective marketing, the aim is to position each TWC pharmacy as a leader in their community.
"By supporting pharmacists to practice confidently at their full scope, we're helping to shape the future of healthcare delivery," Munroe said.
Tailored, data-driven business support is essential to navigating the dual complexity of healthcare and retail, and Munroe says TWC provides pharmacy owners with dedicated business development managers to help create customised business plans designed for business growth.
Industry-leading training programs like Masterclass and Academy help develop the skills of pharmacy teams, ensuring operational efficiency and excellent customercare.
TWC announced last week (PD 10 Jan) that its Masterclass Intern Program is available free of charge, allowing all intern pharmacists and preceptors to benefit from insights gained in this valuable educational program.
TWC has also invested in digital solutions, such as myTWC and BuyBetter, designed to drive loyalty and streamline operations.
"myTWC supports pharmacies in delivering convenient, customer-centric services like online script management, eCommerce capabilities, and delivery options, while BuyBetter, our inventory management system, enables owners to optimise stock, reduce costs, and deliver better value to their customers," Munroe said.
Finally, pharmacists are required to meet ever-increasing customerexpectations.
"Accessibility alone is no longer enough to grow a pharmacy business," Munroe explained.
"Customers expect seamless integration of in-store and digital experiences, allowing them to engage with their pharmacy on their terms and in their time."
To this end, TWC provides exclusive product ranges, extensive private-label programs and value-driven promotions to meet customer needs while giving pharmacies a competitive edge.
TWC's partnership with pharmacy owners is about helping the network succeed in an ever-changing landscape.
"When pharmacy owners succeed, their communities benefit," Munroe said.
Read more from our interview with Nick Munroe in Pharmacy Daily's 2024 Year in Review special report HERE. KB
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