Chemists embrace changing industry
PHARMACIES on the Gold Coast are in rude health despite the sector facing competition from discount chains and supermarkets, as well as the challenge of rapid technological change.
Molendinar-based Chempro, which has more than 60 of its 80 pharmacies on the Gold Coast, is on the hunt for more outlets while competitor Amcal/Guardian recently hosted a successful conference at The Star Gold Coast where it outlined new initiatives to win market share.
Chempro external relations manager Paul Jaffar, who owns five pharmacies on the Gold Coast and Brisbane, said the company was mindful of the disruption caused in the sector through new technology such as robotics.
A recent Productivity Commission report recommended the use of automatic dispensing machines to distribute medication – a change vehemently opposed by the Pharmacy Guild of Australia.
“We need to be at the forefront of technology,” Mr Jaffar said.
“We have an eCommerce website and an app that patients can use. Robotics is becoming increasingly important compared to 10 years ago. However, we believe the role of the pharmacist is important.”
Mr Jaffar said pharmacists were connected to the local community and offered invaluable advice.
“They cannot be replaced by a machine,” he said.
Mr Jaffar said pharmacists were the only healthcare professionals easily accessible to all Australians.
An appointment does not need to be made and most Australians live within a few kilometres of a pharmacy.
“They provide not just prescriptions but professional services that lead to positive health outcomes,” he said.
Mr Jaffar said the rise of discount pharmacy chains and supermarkets was not a threat.
“More competition is something that will result in lower prices for consumers,” he said. “We are not against that.”
He said Chempro offered a unique service including flu and whooping cough vaccinations and expert advice.
Amcal & Guardian general manager retail Brian Tomlin said technology was helping to free up chemists so they could talk to customers more.
“Automation is really impacting pharmacies,” he said.
“Mostly around robotics in the dispensary that prepares the medicine. That enables pharmacists to have more time to interact with consumers. We see it as a key pillar of the business.”
Mr Tomlin said Amcal/ Guardian’s biggest challenge was increasing competition.
He said it countered that through what he called its “service proposition”.
“We need to have a different model that stands out which is why we focus on service,” he said. “Our customer interaction is everything to us, so we are combating competition by fully trained pharmacists and team members that are very focused on getting good outcomes for patients.”
Amcal/Guardian announced a new patient management and support program at its conference.
It said the CarePro platform will allow pharmacists to manage patient healthcare in a secure way to provide better advice and offer additional professional services.