It’s beginning to look a lot like Christmas in community pharmacies. The festive season is a time to relax, unwind and celebrate the end of a busy year, but it’s also the busiest time of year for pharmacy assistants.
The season increases demand for pharmacy products and advice, as well as bringing extra foot traffic into the pharmacy as Christmas gifts begin to arrive and our customers get prepared for all that the festivities entail.
As the end of the year approaches, the pharmacy prepares for the PBS Safety Net’s final month, the gift-giving season, and the demand for holiday essentials. We’re constantly on the move during this time of year, and our days must operate as smoothly as possible.
Operating as a team and effectively communicating with one another can maximise profits and create an improved customer experience within the store. Yes, we’re busy, but we mustn’t forget that our customers are as well. More than ever, they expect a personalised service and quality experience. We go above and beyond to manage the influx of customers while keeping spirits bright, which is what the season is all about. After all, it’s the most wonderful time of the year!
Ensuring our customers are well prepared and organised is especially important for customers travelling or those who may not have easy access to their support care or assistance over the holiday break. As store opening hours vary, customers must be confident they can access an adequate supply of medicines and pharmacy supplies. Managing health conditions can be complex and challenging on an ordinary day, but the festive season brings unique challenges. PAs can help customers better plan and organise for the hectic season in a variety of ways, such as:
• Ensuring they’re up to date on immunisations, particularly the elderly, immunocompromised and those planning to travel.
• Providing updated summaries for medications, including those available OTC. This is especially important for those travelling internationally.
• Recommending a dose administration aid to make medicine management much easier, especially for individuals travelling.
• Reminding and educating customers about the storage requirements for medicines. Customers frequently misinterpret information about the required refrigeration time for safely storing medications outside the fridge.
• Signing them up for the pharmacy’s medication management app. This can assist them to better manage their medications and dosage regime by activating the alarm function during a busy period. Some apps include a script ordering service, to help keep customers on top of low or no remaining repeats.
• Creating or updating customer first aid kits. Travelling, cooking and engaging in festive activities increase the risk of minor injuries such as burns, cuts and bites. Having a well-stocked and updated first aid kit containing the necessary items can help in handling common injuries and unfortunate surprises.
• Ensuring customers managing diabetes have an ample supply of the necessary equipment, such as needles, testing strips, insulin pump supplies and hypo kits.
• Checking that customers with severe allergies have two in-date epinephrine auto-injectors (EpiPens or Anapens) and refreshing them on the correct way to administer, while reminding them to educate those around them as well.
Pharmacy assistants can play a crucial role in helping to ensure customers are well prepared for the festive season. Our knowledge-centred advice can considerably improve the customer experience during the busy season. PAs can also help customers with guidance around maintaining their health during the hustle and bustle of the festive season, including suggesting ways they may achieve this.
With our assistance and advice, PAs can contribute to a stress-free and healthier holiday season. Our customers can focus on relaxing, unwinding and celebrating the year that was 2024.
By 2023 Tasmania PATY winner Jemma Denholm, Dispensary Technician, Good Price Pharmacy Warehouse, Devonport.
This article was first published in RPA Nov/Dec 2024
