My PharmacyCrossRoads Podcasts Just Keep Getting Better

So, a few weeks ago I got to spend some time on the phone with Sparky Hedden, R.Ph. and owner of McCoy Tygart Drug in Sheridan, Arkansas.  Sparky - and his team - were recently named the 2020 Good Neighbor Pharmacy of the Year, a true honor and one that was well deserved.  

In our 30+ minute discussion Sparky talks about a number of ways his 125 year old pharmacy has become an institution in his town.  Among them are ownership transition, COVID response, digging into the data to find profit opportunities, improving front-end operations and even how a $2.00 bill promotion has inspired his team and effectively promoted his pharmacy.  

You can listen in at this link,

https://omny.fm/shows/pharmacy-podcast-network/pharmacy-crossroads-pharmacy-owner-donald-sparky-h 

One very prominent feature of McCoy Tygart is delivery and they make is special by using the Sparky Mobile.

Have a great New Year, and make it better by listening to and being inspired by Sparky Hedden.  

Check Out How This Big Tent Made A Big Difference For This Pharmacy

One major competitive advantage independent community pharmacies have is the ability to act fast, try new things and respond to opportunities.  

One example is The Big Tent the folks at McCoy Tygart Drug used earlier this year to help start what turned out to be a very successful way to support the curb side pick-up program  they implemented in response to the COVID pandemic.  

I spoke with Sparky Hedden, owner of this remarkable pharmacy for my podcast show, PharmacyCrossRoads.  Check it out at www.pharmacycrossroads.com

Sparky says that early in the pandemic they knew they needed to do something to serve their community.  They have a very large, 10,000+ square foot facility and many days fill 700 - 800 scripts.  So, handling this kind of volume took some quick thinking.  

They decided to invest in a large cabana type tent and set it up just in front of the pharmacy.  But, that was the easy part.  To handle the heavy amount of customer traffic they also reached out to high school and college students that were not in face-to-face classroom training to serve as "runners."  They were trained on customer service procedures, met people, found out what they wanted, took in scripts, gathered up what the patients wanted, including front-end items, and then returned with the items the patient needed.  

Sparky says the shopping center parking lot is large enough to support people waiting in their cars and the runners directed them on where to wait, captured car information so they could spot the right car, right away.  The program worked for several months.  The pharmacy is now open with face masks and social distance practices in place.  

And, to further solidify McCoy Tygart's community support image the large tent was donated to a non-profit food bank.  

If you own a pharmacy, or operate a business that cares about the future of independent community pharmacy you may find my podcast of interest, both to you and those you serve.  Learning from others is one of the keys of success in any business endeavor.  As the old saying goes, " A smart man learns from his mistakes.  A wise man learns from the mistakes of others."  Wise pharmacy owners and industry experts can learn from others at www.pharmacycrossroads.com 

One Thing I Learned From Steve Hoffart

I recently had the chance to interview Steve Hoffart for my monthly podcast show; PharmacyCrossRoads.   Steve owns Magnolia Pharmacy,  a remarkable, full-service pharmacy in Magnolia, TX.  

One area of the conversation that impressed me was our discussion on point-of-care testing.  He says about 4 years ago he was approached by Becton-Dickinson to try out their new strep and flu testing program.  After taking some training on the device and digesting the regulations associated with the program, he jumped in.  Now he says he is glad he did.  

Hoffart says that offering point-of-care testing has opened up a bridge to serving new, cash-pay, patients he might not have otherwise been able to serve.  And the testing has provided his pharmacy with a whole new range of services that he can market to people in his community. 

In addition to being a high volume pharmacy he is a compounder and a leader in nutritional supplement.  He says his compounding practice helped set the stage for his strep and flu program as he was already providing saliva testing for hormone replacement and testing to support his nutritional supplement practice.   

You can listen to the entire conversation with Steve at:   www.pharmacycrossroads.com 

                                      

Something Has To Change

 

The more I talk with pharmacy owners the more I come to realize that PBM/third-party reimbursement rates have gotten so low and expenses so high that something has to change.  Work done by pharmacy associations to attack the PBM problem are notable, well intended and likely to produce meaningful relief.  But, not anytime soon! 

Logic would dictate that if you cannot change the reimbursement rates fast enough to allow you to meet the needs of your patients then the other logical alternative is to change what you do.   To help you make a meaningful change may I suggest other, non-medication related services that can be rapidly adopted by community pharmacy and profitably implemented.  They are professional in nature and will fit the “psychic” profile of a typical pharmacy.  

My observations suggest community pharmacy is well positioned to take advantage of services where you help people review all their medical bills and provide the expertise necessary to contact providers and payers, resolve mistakes and negotiate payment schedules.  This service could be done on a cash pay basis – think H & R Block.  These services would be provided in a formal office setting located in your pharmacy and be provided by a staff member other than the pharmacist.  

I am most intrigued by the growth in the number of franchise operators touting their ability to provide in home care to seniors.  By artfully drawing upon personal relationships with your aging patients, and marketing to their adult children, a community pharmacy could easily compete with a franchise operation by providing such a service.  And, a pharmacy could also assist in the handling of medications, a service the other entities avoid.   Or perhaps you partner with existing agencies and help them provide an ancillary service – using your pharmacy – to help manage medications. 

I have seen pharmacies venture into hearing aids and optical services.  Perhaps some of the professionals in your market area who are struggling from the lack of visibility could be brought into your pharmacy to lease space.  They would add to your professional reputation and benefit from the foot traffic your pharmacy provides.  A true win-win scenario.     

Here is the bottom line.  Health care, not just pharmacy, is changing at a rapid pace.  That means new opportunities are emerging at the same time pharmacy reimbursement is being slashed.  A well run, well known and well-respected community pharmacy has the ability to start providing other health related services.  These services are needed.  And, many of them are paid for out-of-pocket by the patient or their family caregiver.     

Many of these services will be new to you and new can be scary.  Still, why not look around, talk with your staff and see if you can find a new service to bring in that will give you the profit boost you need.  After all, something has to change.  Why not you?

Check Out My New Podcast

The Pharmacy Podcast Network (PPN) has entered into an agreement with independent community pharmacy veteran, Bruce Kneeland, to create a brand-new show, Pharmacy Crossroads.  PPN is the largest and most listened to podcast in the pharmacy industry with thirty shows and more than 75,000 listeners. 

The monthly podcast, lasting about 30 minutes, features Kneeland interviewing pharmacy owners, association executives, journalists or senior executives from companies that support community pharmacy. The goal of each podcast is to provide pharmacy owners with information and inspiration that will help them improve patient care and operate more profitably.  

Much of the program’s content will draw upon Kneeland’s personal relationship with pharmacy owners he has met on his well-publicized pharmacy road trips.  Still, the real meaning behind the podcast’s name comes from the fact that the profession, and the industry, are at a crossroad.  The discussion of cost-effective ways to reduce medication mis-adventures, provide enhanced patient care and generate new revenue streams will serve as the core topics of each podcast.

You can listen in at:  www.pharmacycrossroads.com 

 

Advertise on TV?  You Must Be Kidding!!!!

John Cobb, owner of Cobb’s Westside Pharmacy in Russellville, Arkansas, has been advertising on TV for the past 7 years.  He says when he was first approached on the idea at a trade show in 2013, he told the person in the booth that he thought they must be kidding.  He couldn’t imagine that TV could work for his pharmacy, especially on his advertising budget.    

But Cobb says he listened, asked hard questions, thought what he heard made sense and decided to give TV try.  Seven years later he says TV has helped him in three ways:

1.      He has picked up new patients.  The biggest driver of new patients is his Sildenafil program.  But advertising his flavoring, free kids’ vitamin program and providing updates on his COVID response have all proven productive.

2.      He has expanded sales to existing patients.  Cobb says too often pharmacy owners fail to realize the biggest increase in sales they can get comes from getting current customers to utilize new services, such as immunizations or nutritional supplements.

3.      Being on TV boosts employee morale.  When team members tell people that they work at Cobb’s Westside Pharmacy they do so with pride as it is likely these people know good things about the pharmacy from his TV ads.

Cobb says none of this would be possible without the help of Judy Leventhal of Leventhal Productions.  He says Leventhal works with him to come up with the ideas for his ads and then she creates a custom buy-plan that targets the people most likely to benefit from the products or services each ad supports.    

Leventhal says she currently works with about 300 pharmacies.  The most important thing for TV to work is the pharmacy must be doing something that appeals to consumers.  TV ads that simply say we provide fast, accurate and friendly service won’t work.  Then she says, no matter what product or service you want to feature you need to look for an effective way to demonstrate its value.  Words and pictures are critical, which is what TV does best.    

Leventhal says a critical success factor is coming up with a customized buy plan.  “Finding the right balance between, what the ad says, how well it says it, how many people see the ads and how much it all costs is at the heart of what I think I do best for pharmacies,” she says. 

It has been my pleasure to know and work with Judy for nearly 20 years.  If you have any desire to check into this and see if TV could work for you can contact me at: BFKneeland@gmail.com

 When I called, I got an answer that totally surprised me!

Here’s the back-story.  I had arranged to interview Michael McIntosh. He and his father, Larry McIntosh, own six pharmacies in southeast Missouri. I had been told they used a marketing services company to help them do geofencing, a type of marketing I was eager to learn more about.

When we connected and I asked Michael about geofencing he said he was thrilled with the success of the program but that he did not want to talk about that. Instead he said, the most important thing GRX Marketing did for his company was create a comprehensive marketing plan.  “Before they produced any marketing materials, they took the time to learn about our company, the philosophy my dad and I have towards patient care and dig into the demographics of the communities we serve.”

According to Michael several years ago he participated in a meeting where Nicolle McClure, President of GRX Marketing was presenting. He was impressed with her remarks but since they were working with a local marketing specialist at the time, he chose not pursue the opportunity. Later, that marketing person left them so Michael reached out to GRX Marketing and agreed to give them a try. Three years later he says, “I can’t speak more highly of them.”

He says, the team at GRX Marketing understands pharmacy and jumped right in to develop a plan and then carefully coordinate several marketing programs that complement one another. Geofencing was one of the tools they implemented. He says it works well for him and he encourages other pharmacy owners to look into it.  But, he repeats, his core suggestion is to work with a company that can create a plan that fits the unique needs of your pharmacy.

What about cost? With six stores on the GRX Marketing program he says the fees are not insignificant. But, he says, every time he and his dad sit down to look for ways to reduce expenses, they decide to keep using the service.  

If you wonder if GRX Marketing could help your pharmacy do more and be better you can email Nicolle at:  Nicolle.McClure@GRXMarketing.com or check out their website at: www.grxmarketing.com

Announcing A Brand New Pharmacy Podcast; Pharmacy CrossRoads with host Bruce Kneeland

The Pharmacy Podcast Network (PPN) has entered into an agreement with independent community pharmacy veteran, Bruce Kneeland.  The relationship calls for Kneeland to create a brand-new show, Pharmacy Crossroads, which will be added into the already robust network.  PPN is the largest and most listened to podcast in the pharmacy industry with thirty shows and more than 75,000 listeners.

The monthly podcast, lasting about 30 minutes, features Kneeland interviewing pharmacy owners or senior executives from companies that support community pharmacy. The goal of each podcast is to provide information that will enable pharmacy owners to implement new practices that will increase sales, improve profits and better serve patients and prescribers. 

You can listen to the second podcast, an interview with Mona Ghattas, owner of Duran's Central pharmacy in Albuquerque, NM at this link:  https://pharmacypodcast.com/podcast/pharmacy-crossroads/ 

The Apothecary Shoppe Owner Shares Success Tips

Kevin DeMass owns a remarkable pharmacy in Salt Lake City, Utah.  The Apothecary Shoppe is located in the basement of a major acute care hospital near the center of town and serves a diverse group of people from the very affluent to the city's most disease and poverty stricken.  

DeMass is also the subject of the first Pharmacy CrossRoads podcast.  In just under 30 minutes DeMass shares his thoughts and experience on a number of industry issues; including, tips for hiring good people and keeping them dedicated to providing customer service, working with prescribers, and how his Good Neighbor Pharmacy coach helped him develop a relationship with one physician that added millions of dollars in volume to his pharmacy.  

You can listen to the podcast, which is part of The Pharmacy Podcast Network at this link: 

https://omny.fm/shows/pharmacy-podcast-network/pharmacy-crossroads-kevin-demass 

Impressive New Customer Program

Hometown Pharmacy is a remarkable small chain in northwestern Missouri. One noteworthy thing they have done is implement an impressive new customer program.

The chain operates three retail pharmacies, a DME store and a Long-Term Care facility.  Ted Grothe, Vice President and partner, says that several years ago they made a conscious decision to improve the way they greet first-time customers.   

The new customer program follows a carefully thought-out checklist.  It starts with a team member greeting the person and handing the script over to the pharmacy where processing begins with the pharmacist using a dummy profile.  At the same time a team member visits with the patient and writes down all the necessary patient data.   Grothe says this process helps to personalize the intake process.

When the script is done, the pharmacy manager comes out to meet and counsel the patient.  As this conversation ends, a team member hands them a new patient packet with several colorful brochures.  The brochures highlight several of the services the pharmacy provides; such as, free delivery, immunizations, diabetic shoes, etc. The presenting team member has been taught to point out just enough to pique the patient’s interest without over whelming them.      

The packet also contains a $5.00 gift card good for any front-end purchase.  At the same time, they are given a small gift. Grothe says the gift varies, but is often something like a nice pill organizer or a first aid kit. 

Finally, the program calls for each new patient to get a call from the pharmacy manager three or four days later.  Grothe says the program is embedded into their corporate culture and is well received by patients.  Grothe says it is not unusual for a new customer to tell their friends about Hometown Pharmacy.  A real win-win, according to Grothe.

This issue of Kneeland’s Notes is sponsored by GRX Marketing, a truly unique company that focuses on helping community pharmacies organize cost-effective marketing programs.

To learn more, go to www.grxmarketing.com

  

Pharmacy Owners Need Help In The Fight Against Big PBM's

The time has come for drug wholesalers, GPO’s and others who sell to and care about community pharmacy to provide their customers with the tools they need to win over the support of consumers and employers in the fight against unreasonable PBM practices.  While the PBM’s may have the money to hire lobbyists, retail pharmacy has a much more powerful tool, the ability to win-over voters.   

This new approach needs to provide pharmacies with flyers, counter cards, brochures, sample letters, newspaper ad slicks, press releases, letters to the editor and other communications tools.  Pharmacy personnel would then be able to put them in the hands of their patients, employers and the local media.  The materials need to be colorful, have a captivating headline and be customized with the names and email addresses of the state and national legislators in their area.  The information would speak to the interest of consumers and employers by documenting how the companies that provide their prescription insurance coverage are grossly over charging them and denying consumers access to the medication their physician feels is most appropriate.

What these materials actually say and how they are designed will require the best thinking of advertising professionals.  But what is clear is that consumer and employers need to have clear cut examples of how PBM rebates, formulary restrictions and other unethical practices negatively affect them.   It is only when they understand this at the personal level will they speak up in large numbers and demand action from their elected representatives, regulators and health insurance companies.  W need to provide pharmacies with the information and the tools they need to help make that happen.

In order for pharmacy to meet the healthcare needs of our country we need to do more and we need to do it more effectively.  That not only means providing new and more healthcare services.  It also means finding ways to engage consumers and employers in the fight to overcome the negative effects of PBM counter-productive practices.  We can, indeed, we must, find ways to get consumers and employers to join us in this fight.    

We Can Win The Pharmacy Profitability Revolution

In the fall of 1777, George Washington and his army of about 12,000 troops retreated to Valley Forge, PA.  He had just been badly beaten by the British who went on to capture Philadelphia, which at the time was the capital of the United States.  Under normal circumstances the revolution would have been over.

But Washington and his battle-weary troops did not surrender. During their time in Valley Forge moral was drained as thousands froze to death or died of starvation.  Those that stayed made soup out of the leather of their boots.  Yet,  during tough times Washington found creative ways to solve problems and prepare for the future.  By thinking outside of the box he marched out of Valley forge with a smaller, but more disciplined, dedicated Army.  Then he and his troops went on to beat the worlds largest Army.   

Here’s the point.  Pharmacy has been severely impacted by PBM abuses.  These powerful companies have driven down reimbursement and negatively affected patient care.  But, fortunately, just like Washington at Valley Forge, independent community pharmacy is finding creative new ways to overcome problems.  

State, national and other pharmacy organizations are beginning to win battles on the legal and legislative front.   And, progress is happening on the cognitive services front. CPESN is training thousands of pharmacists on how to provide new, more and better patient care.  Then, by working together these pharmacies are successfully approaching government agencies, physician groups, and payers and getting paid for providing enhanced care services. 

The challenges confronting independent community pharmacy are enormous.  But the tools necessary to win the battles are in place.  They are tried, tested and proven.  Still, it requires thousands of pharmacies to change their practice paradigm.  Then these pharmacy owners need to "talk-up” and explain the value of their services to patients, family caregivers, commercial payers and prescribers. 

It is a tough job.  We are fighting a payment revolution; but the little guys have a history of winning these kinds of battles.  We can do this if we stick together. 

Why You Need A Good Tag Line

They look simple enough; 15 minutes will save you 15%; the pause that refreshes; push button, get mortgage.  These tag lines are famous and I bet you can conjure up the product they support without too much thought. 

But, coming up with a really good tag line is harder, and more important, than you might think. The payoff for creating a simple, short, descriptive and effective tag line can be increased profits. 

So; what is the process?  What does it take to come up with a truly effective tag line? 

To start you’ll need to spend some time thinking about what your pharmacy does that makes it appealing to consumers.  That will help you identify your pharmacy’s Unique Selling Proposition, or what ad agency people call your, USP.

Knowing the core benefit of your pharmacy will help with everything else you do. For example, your ability to train your employees will improve because you’ll be able to tell them who you are and what you stand for.   Your ads, posters and other marketing materials will be better because you know, and can artfully communicate, your core attributes. 

Well, enough background; here are four things to consider when crafting an effective tag line:

1.      It needs to be simple.   Too often we get tied up in jargon or fancy words.  Make sure your tag line speaks to the needs, wants and emotions of your patients.  Allstate has done this well with…

          You’re In Good Hands

2.      It needs to be “yours”.  While this bit of “wisdom” may be a little overstated it makes an important point.  That being, if some other pharmacy can use your tag line then it is not really yours.  The tag line should speak to a distinctive consumer benefit that ties back to the product or services you provide.  M & M candies has done this well with their classic..

                                         They Melt In Your Mouth, Not In Your Hand

3.      Keep it short.  I love the story told of how at the close of a long letter Mark Twain apologized to the recipient by saying, “I would have written a shorter letter but I didn’t have time.”  Finding ways to say things in a clear concise manner is hard and it takes time; but it is important!  Papa John’s has done this well with…

Better ingredients, better pizza

4.      It needs to help describe a unique consumer benefit.  Your tag line should point out how your pharmacy is not just different, but better.  I like the old Burger King tag line…

Have It Your Way

Many years ago I was the director of marketing for an 80-location drug chain.  It was a combination of leased space grocery store and Walmart pharmacies combined with a dozen free standing traditional drug stores scattered across 4 states.  After a lot of thought we finally settled on this tag line….                               
 Helping You Feel Better

Our reasoning was that as a pharmacy our job was to help our customers feel better.  We did this by filling prescriptions that addressed health problems but we also did it by coming out from behind the counter to help customers find the right OTC product.  In our traditional stores we did it by selling gifts, cards, candy and other items.  And, we worked hard to call people by their name.  Each of these things, when done right, helped people feel better, brighten their day or lighten their load.   

Here’s hoping something here will help you think about your tag line and come up with a good one that will serve you well. 

Arizona Pharmacy Finds Creative Ways to Protect Employees Amid COVID-19

“The commitment to patient care can only be kept if a pharmacy also finds effective ways to protect the people who provide that care,” said Jason Dykstra, PharmD, the owner of Chino Valley Pharmacy in Arizona.

The independent pharmacy owner is taking his own advice to heart, finding several creative ways to help protect his staff members while serving patients. 

Dykstra’s first piece of advice is both most effective and simplest. 

“My team and I wash our hands -- a lot, and we have implemented a process of thoroughly cleaning the pharmacy on an hourly basis,” he said.

In addition, the pharmacy checks each team member’s temperature when they arrive at work. 

Unlike many independent pharmacies Dykstra has not yet adopted a closed-door policy, as he still wants to allow patients to walk into the pharmacy, talk with him or another staff member, and maintain the feeling of care and concern that has made Chino Valley Pharmacy successful.

“After all, providing good health care extends beyond the process of filling prescriptions, he said.

However, Dykstra said that keeping the doors open may change if the situation in the pharmacy’s rural community changes, but for now he thinks a “moderate and common-sense approach” is best. 

The pharmacy does limit the number of people in the pharmacy to no more than 5 at a time, via temporary signs placed at eye level on the front door. The signs also ask that customers maintain social distance while inside the pharmacy. Dykstra has taped large blue “X”s on the floor showing customers the preferred distance when standing in line to drop off or pick up or a prescription. 

To help keep staff members safe, the pharmacy is aggressively promoting the drive-up window. The pharmacy is very busy, often filling 600 or more scripts per day. So, to help keep up with the increased number of cars in line at the window the staff members use walkie-talkies. This allows a team member to approach cars in line and while staying a safe distance away talk with the person in the car to find out what they want. Then the staff member communicates the patient’s needs via the walkie-talkie to team members in the pharmacy who can start working on filling prescriptions. 

Dykstra said that this approach not only speeds up service but also helps with customer service, as patients can see that they are being taken care of, even if the wait is a bit longer. 

Meanwhile, the mental health and morale of the pharmacy team are of paramount concern. Staff education and developing a sense of teamwork is critical to maintaining a productive work environment.

Since opening the pharmacy in the summer of 2017, Dykstra has instituted a number of well-entrenched policies and procedures that he said are proving useful during this crisis.

The procedures, which he said seem to make dealing with this new and unusual situation a bit less stressful, include how to treat customers with respect and go above and beyond to ensure that patients understand and take their medications properly. 

In addition, Dykstra said that by paying attention to the media and working closely with his 2 major suppliers, Associated Pharmacies Inc and Cardinal Health, the pharmacy has not faced drug shortages and has been able to fill prescriptions for patients.

This includes those appropriately taking chloroquine, hydroxychloroquine, and other drugs in high demand, because of reports of their possible application in treating COVID 19, he said.

Dykstra’s biggest piece of advice to other pharmacy owners is to pay close attention to local and national media reports, as well as social media, as doing so will provide a sense of what patients are hearing. 

Pharmacists should then filter all this through a sense of what they know as health care professionals and strive to find a balanced approach to caring for the community, patients, staff members, and themselves through common sense and planning ahead.

This article was originally published in Pharmacy Times, April 2020

So, Now What?

Here is an invitation for pharmacy owners to start thinking about how they will prepare for the post COVID world.

Pharmacy owners that come up with a good plan now, will find that going forward their practice will be more profitable and professionally rewarding.  And, while I am not smart enough to know what that plan looks like I do have a few suggestions. 

First, for decades one competitive advantage independent community pharmacies had was, delivery.  The problem, the pandemic has made delivery common.  True, most chain, grocery store and big box pharmacy delivery comes with a fee.  So, I propose that this provides you with an opportunity to rethink your delivery program.    

How?  By adopting a formal enrollment process.  Create one that ties into your loyalty program.  Educate people on the benefits of your program and establish some criteria for participation.  For example, have a brochure that lays out in clear terms the ways your program is better than the ones the chains offer.  This would include mentioning that your delivery person is a trained member of the pharmacy staff, not a contractor who knows nothing about your patient.  Let them know your delivery person comes with an iPad or smart phone and can instantly connect your patients with the pharmacy to answer questions and clarify any medication related issues. 

Perhaps the time has come to adopt a scheduled delivery process, not an on-demand or Domino’s Pizza format.  Maybe even have a map that shows various delivery zones and how the delivery area has been broken into specific times and days you cover each area.  And, perhaps you start legitimizing a modest charge.  This can be softened by letting current patients know that as part of your loyalty program they get one delivery per month free.  Or, hat as a valued long-time customer they get the first three or even six-months delivery under the new program for free.  The point is, your competitors are legitimizing a delivery fee so maybe now is your chance to migrate into a fee structure where you sell the benefits of a superior “personal” delivery service. 

Next, you may want to consider selling the benefits of being smaller.  This means you can provide a cleaner, safer shopping experience.   Create a flyer and window signs telling how you have adopted other sanitation practices.  Tout the benefits of your drive-thru or curbside services. Perhaps you even explain how having fewer people in your pharmacy than the chains mean it is a safer place to purchase their prescriptions and other healthcare products.    

Most of you have adopted some sort of Plexiglas shield at your drop-off, pick-up and cash register areas.  If they are less than professionally done, find a way to make them more impressive. 

One area I’d suggest you ponder is that of a dress code.  Having your staff in clean, logo’d and professional looking attire will be more important as you build on the idea that your pharmacy is clean and safe.  It should be easy for anyone coming into your pharmacy to know who is working there.  This does not have to mean shirts and ties or smocks or lab coats.  Vests, logo’d polo shirts, scrubs, or smocks are my personal preference.  Do what ever you think is best for your image and style, but don’t simply let what you have always done be continued without making a conscious decision on your dress code. 

Finally, and this is critical.  People have come to expect change and this makes it easier than ever to make changes.  So, now is the time to make your plans for adding new, more and better clinical services.  Point-of-care testing for strep, flu, COVID antibodies and even incorporating pharmacogenetic testing is wide open. 

Other clinical services have a long history of being provided in pharmacies, such as A1c or lipid testing.  Drug nutrient depletion programs and nutraceutical products, particularly those with documented ability to boost immunity will be more acceptable now than ever.  And, the good news is, many of these services on sold on a cash basis.  No PBM involved!                                              

Now is the time for you to plan ahead and answer the question – So, now what?