Pharmacy View Podcast

On this episode of the Pharmacy View podcast, Scott talks with Brianne Shephard, winner of the Pharmacy Assistant of the Year award in 2019. Scott and Brianne discuss Brianne’s experience in working with independent pharmacies and pharmacists to build their front-of-shop businesses and professional services. Brianne describes some of the difficulties she faces when trying to implement IT changes in pharmacies, and how best to approach a change management plan to get everybody on board and make things run smoothly.

On this episode of the Pharmacy View podcast, Scott talks with Simon Carroll, Director of Health Information Australia, as well as co-founder Ehealth Coach and of the charity Global Schools Partners. After briefly discussing Simon’s background in owning pharmacies Scott and Simon go through a detailed walkthrough of what Health Information Australia does and how it works. QR codes are provided to pharmacies (usually embedded in the shelf stripping on the aisles, so they can be easily accessed while browsing) which consumers can scan with their phones to be taken directly to digital brochures that provide detailed information about the most common minor ailments (ie. the common cold, hay fever, etc.) This information can be contained via that pharmacy’s own brand website if they have one, allowing them to brand the content their own way, or the QR codes can link to the Health Information Australia website instead.

The massive influence of technology on the retail pharmacy industry is front and centre in this episode of Pharmacy View. Scott welcomes long time colleague Chris Swifte of the AP Group. Together they survey the landscape past, present and future with regard to the role IT platforms play in today’s pharmacy sector. They touch on the efficiency and expansiveness of big data as well as partnering opportunities for new and independent pharmacists.

On this episode of the Pharmacy View podcast, Scott and his guest, Roger Simpson of The Retail Solution, take a look at tech trends that will have lasting impacts in the post-Covid world. A thought leader with more than 25 years’ experience in the areas of retail consulting and training, Roger shares thoughts about how to improve customer service and in so doing boost total retail sales – in particular within the pharmacy space. Whether it’s artificial intelligence, big data or delivery by drones, all roads for pharmacies lead back to engaging with community. Building on the high levels of trust already present among customers in the health care sector, pharmacies have an opportunity to leverage technologies that will minimize pain points and maximize consumer satisfaction. Roger provides insights about some specific new tools as well as four baseline “must have’s” for retailers who want to thrive in an increasingly tech-influenced world. Links for Roger Simpson: • (Company Website): The Retail Solution • Roger @LinkedIn Pharmacy View/Sponsor Contacts: Scott @LinkedIn Sponsor: https://shopfrontsolutions.com.au/

On this episode of the Pharmacy View podcast, Scott and his guest, Natalie Sirianni, break down the many components involved in the sale of a pharmacy. A broker whose entire family works in various aspects of the industry, Natalie draws on 15 years of experience. She walks us through a checklist of items to consider when buying or selling a pharmacy. Many of the most challenging aspects of such sales extend well beyond traditional bricks-and-mortar business concerns. Social Media Clips: • The ways in which technologies have transformed due diligence and the process of purchasing a pharmacy through the use of virtual data rooms. (06:23-07:38) • In addition to other technology systems, social media can present a “bit of a minefield” when it comes to the smooth transfer of pharmacy business operations. (13:07-13:56) • Technology smooths the process, but at the same time adds steps and variables to consider and address. (16:35-16:50) • Confidentiality requires that sales are kept confidential even from staff up until the last moment, which has implications for transitioning into a new operation. (19:11-19:42) • Medici Capital-sponsored events, what they offer and what’s ahead post-Covid19. (24:46-25:58) Links for Natalie Sirianni: (Company Website): www.iattain.com.au Natalie's Bio @LinkedIn Medici Capital Events Pharmacy View/Sponsor Contacts: Scott at LinkedIn https://shopfrontsolutions.com.au/

On this episode of the Pharmacy View podcast, our guest is Sue Muller, founder of LocumCo, Australia’s leading pharmacist owned and operated specialist recruitment company. As a young locum, Sue realized that she was unable to accommodate all of the requests she received. After repeatedly passing jobs to friends, she saw an opportunity and created LocumCo to revolutionize the Pharmacist Locum industry. Sue’s database eventually expanded to the entire country. Starting a business in the 1980’s meant that Sue did a lot of work by hand. She saw the advent of the Internet as a ‘miracle’ and relished the ability to post jobs online and receive an immediate response. Since then, technology has allowed her to grow her business without always having to increase staff. This increased flexibility and freedom is especially helpful when dealing with regional and rural pharmacies. Having a targeted database with a service-based app allows Sue to contact the closest people first, and then expand her search as needed. Newer tools such as dialpad have made it easier to delegate and share work, while online magazine creator Mobimag lets Sue share valuable information with potential employees and clients in real time. Social Media Clips - Starting a business in the pre-Internet era (2:53-4:00) - The additional challenges of emergency rural services (8:35-10:50) - Freedom and flexibility through emerging technology (17:17-19:28) Connect with Scott https://www.linkedin.com/in/scottcarpenter-evbc https://shopfrontsolutions.com.au/ https://aerion.com.au/ Connect with Sue Facebook LinkedIn Connect with LocumCo Official Website Twitter Facebook Mobimag Magazine Other Links Mentioned - Contact the Emergency Locum Service (ELM) - Get started with dialpad - Register for the 2021 APP Conference

On this episode of the Pharmacy View podcast, Scott’s guest is Ironman Champion Guy Leech who will be attending APP2021 on the Gold Coast this year as part of a newly formed Sudden Cardiac Arrest awareness partnership with the Pharmacy Guild of Australia and several major Pharmacy Groups. Originally from Melbourne, Guy lives today on Sydney’s North Shore beaches where he spends a lot of time keeping up his fitness as well as coaching local health and fitness groups. After witnessing the death of a friend at one of these group events due to heart failure, Guy was committed to learning more about how to prevent unnecessary heart-related casualties. His research brought him to the use of lifesaving defibrillators, which he knew were common but not common enough. Guy asserts that most people (pharmacies included) are hesitant to purchase and install defibrillators because they believe they are either hard to use or expensive which led to his partnership with Stryker Medical and creation of the Heart180 Defibs support business. Guy discusses that the costs of defibs continue to go down as well as being tax deductible for most businesses as a lifesaving device. Guy points out that the technology incorporated in each Defib unit coupled with online training means the use of defibrillators is not as complicated as many would believe as the Defib units talks/coaches you in what to do. Anyone can use a defibrillator. Guy hopes that partnerships with the Pharmacy Guild of Australia and other major Pharmacy groups can help drive the conversation toward placing more defibrillators in each Pharmacy’s local community. Greater access to defibrillators could help to drop Australia’s 100-per-day heart fatality rate. Topics Covered: ● Wanting to be the next Grant Kenny ● Guy’s time on Australian Survivor ● Checking in on heart health ● How defibrillators actually work ● There is wide misunderstanding about how easy defibrillators are to use ● The support of the Pharmacy Guild of Australia Key Quotes (Time Stamps): ● “Out of all the shows on television, our whole family loved [Survivor] the most.” (4:20) ● “Knowing what’s going on inside your body is a massive part of dodging a heart-related incident.” (8:15) ● “The youngest guy in the group, a 39-year-old, was the fittest one and had to have two stints put in, so you just don’t know what’s going on inside your body unless you get checked up.” (9:30) ● “If you ring an ambulance, expect one to show up in 15 minutes...your chance of restarting a heart drops by 10% every 90 seconds.” (14:15) ● “Today we lose 100 people a day in Australia to heart-related issues.” (16:20) ● “I’m confident, but I want time to go quicker so we can get them out there to people who need them.” (24:30) Social Media Clips: ● ● Why going off to get heart checks is a good idea (7:45-10:15) ● The history of the defib (10:45-12:30) Connect with Guy: ● Find him on LinkedIn Other Links Mentioned: ● https://www.linkedin.com/company/heart180-defibs/ ● https://heart180.com.au/ ● https://www.guild.org.au/resources/business-operations/heart180 ● https://uk.heartsine.com/ ● https://www.stryker.com/au/en/ Connect with Scott • https://www.linkedin.com/in/scottcarpenter-evbc • https://shopfrontsolutions.com.au/ • https://aerion.com.au/

On this episode of the Pharmacy View podcast, our guest is Daniel Riley, director at Suntax. He is passionate about developing and using accounting tools that can help speed up cash flow to small businesses and keep them running. Daniel is an accountant by trade, but he joined Suntax to help make the accounting process easier for small businesses. Part of this comes from the Xero platform, which he recommends to all small businesses and startups looking for a workhorse accounting solution. Another major part comes from the desire to use cloud computing technology to help businesses deliver and analyze their data much faster. He talks about how traditional accounting platforms create a lag in data delivery times upwards of eight weeks—a problem that cloud accounting fixes. The logic is that the longer a business needs to wait, the older the data is, and it is very difficult to make meaningful business decisions with old data. ● Find him on LinkedIn ● Check the website at Suntax.com.au

On this episode of the Pharmacy View podcast, our guest is managing partner from Chemist Discount Centre in Endeavour Hills - Pharmacist Kavita Nadan. During the episode, Kavita discusses the future of Pharmacy innovation and the importance of keeping an open mind and being receptive to change as it comes. Kavita discusses her background and how she developed a passion for the intersection of IT in the Pharmacy space. Using the example of how Netflix disrupted the marketplace, Kavita explains how the future of and evolution of Pharmacy operations requires an open mind and the ability to be more comfortable with taking risks. By necessity Pharmacists are naturally risk adverse, which isn’t necessarily a bad thing in that profession but in order for the profession to evolve there has to be room for new ideas and unexpected challenges and failures. One example of this came to the forefront recently as COVID-19 posed new challenges for helping patients. Kavita explains how e-scripts are developing and have the potential to increase privacy for patients as well as become more reliable than traditional faxes. It’s a work in progress but a good Pharmacist can find a way to overcome those problems and challenges that arrive in order to deliver a better patient experience. As she writes in her blog, Kavita believes the future is now, and in order to move forward as a profession we really need to start thinking this way and embracing it instead of maintaining the status quo. Topics Covered: ● Kavita Nadan’s background ● Digital Era of Pharmacy ● Fred NXT software ● Embracing change in the industry and taking risks ● What’s next – what does the future look like? Key Quotes (Time Stamps): • “If we're talking about a change in mindset, we have to have this open to change open to failure and obviously not at the detriment of our customers ever but the ability to be open to new things.” (12:17) • “We were the ones in the battle zone so we had to be able to feel comfortable and know that this product is going to be able to do what we needed to do.” (13:47) • “Put your hand up and say, hey let's do it because then you can understand the in and out of it and can help to shape that product to how you think it will best fit your store or your environment or your industry.” (16:06) Social Media Clips: ● Digital era of pharmacy (9:37- 9:57) ● Embracing Change (17:40-18:00) ● Things keep evolving – Met Advisor example ( 21:57 – 22:51) Connect with Scott • LinkedIn: https://www.linkedin.com/in/scottcarpenter-evbc • https://shopfrontsolutions.com.au/ • https://aerion.com.au/ Connect with Kavita: ● Kavita’s LinkedIn Referred links: ● Chemist Discount Center ● Fred NXT

On this episode of the Pharmacy View podcast, our guest is Pharmacist Pasquale de Maria who has made the professional transition from Full Time Pharmacist & Pharmacy Owner to Bookkeeping Business owner. During the episode, Pasquale discusses some of his positions on digital bookkeeping, and offers insights into why it can save Pharmacies time and money. Jumping right in, Pasquale describes some of the digital accounting platforms that he’s found the most success with. He explains that many of these platforms certainly come with a learning curve (and even an initial investment), but the cost is quickly returned as processes are streamlined and fewer mistakes are made. The most compelling argument for moving bookkeeping and accounting jobs to automated platforms is the ease with which they can handle simple tasks. Everything from receipt scanning and storing to email replies are all simple enough to be automated today, which in turn reduces your operational costs. Pasquale also thinks that there are simple investments, or “small efficiencies,” that can greatly improve the operations of pharmacies if they would just make that initial leap. He provides an example of adding an additional monitor or newer, faster computer to the point of sale system in your Pharmacy could save so much in the long run. Of course, it’s hard to initially see how valuable a small purchase like that could be, but Pasquale recommends Pharmacists to trust the process of investing in the efficiency of their business. So ultimately, many of these things boil down to change management functions. But once people see and believe in the change that can help their businesses, it’s often hard to shake them out of that zone. It’s getting them there that’s tricky. Topics Covered: ● Accounting platforming options. ● Utilizing automations for simple bookkeeping tasks. ● Customer data capture and recordkeeping. ● Telehealth impacted incidental office visits. ● The benefits of physically walking into a pharmacy. ● The geographic reach of Pasquale’s company. ● Change management in boosting economic efficiency. ● It’s about having the mindset of improving processes. Key Quotes (Time Stamps): ● “Pharmacies need to have bookkeepers they trust, with a good reputation.” (7:15) ● “I don’t believe you should be paying accounting rates for bookkeeping that can be done for much cheaper.” (8:20) ● “Having a pharmacist do the books means you actually know what makes sense and what doesn’t.” (15:45) ● “You don’t really appreciate what a small efficiency can do until you do it. A second monitor might be $400, but I just think it’s a must.” (17:20) ● “We work to live rather than work to live.” (24:00) Social Media Clips: ● Challenges that technology has brought to designing pharmacies now. (10:00 – 12:00) ● Automated accounting solutions. (9:00 – 10:00) ● Ethical data capture at pharmacies. (13:00 – 15:30) ● The value of change management. (19:30 – 21:45) Connect with Scott • LinkedIn: https://www.linkedin.com/in/scottcarpenter-evbc • https://shopfrontsolutions.com.au/ • https://aerion.com.au/ Connect with Pasquale: ● Pasquale’s LinkedIn ● Pharmacy Bookkeeping, Management, Consultancy Services and Payroll Solutions (mindyourbeezwax.com.au) Technology mentioned ● my.MYOB - Welcome to my.MYOB - online support and service ● Accounting Software | Making Single Touch Payroll Easy | Xero AU ● Z Software ● Dext, formerly Receipt Bank ● Zapier, automating your tasks. ● ScreenConnect Remote Support Software That Just Works

On this episode of the Pharmacy View podcast, Scott talks with Sarah Stoddart of Vitality Law, who practices commercial and employment law with a focus in the healthcare industry. Scott and Sarah focus today on Technology and HR law. Sarah talks about the issues companies face when using their social media platforms to post staff/customer images and the issues of privacy and consent surrounding that practice, as well as how to go about obtaining the appropriate consent. She also cautions individual Pharmacists who are part of a franchise or “banner brand” to look into the logistics of whether or not they are even allowed to use social media under the name of the parent company without express permission. Scott and Sarah also discuss the issues that employees face in regards to their own personal social media accounts and how their employment can be affected if they post things on their personal accounts that do not represent what their workplace stands for. Sarah explains how Pharmacies can benefit from reviewing their standard policies and procedures and implementing those as part of the employment agreement to make sure they have clearly defined workplace standards. Scott and Sarah briefly touch on the importance of Pharmacies establishing their phone and internet usage policies in the workplace, then wrap up by discussing the importance of confidentiality in the healthcare industry and how sometimes data or information might inadvertently be shared, thereby breaking confidentiality. Sarah ends by offering a reminder that a Pharmacy is a regulated health services and there are laws around regulating advertising for these types of services including the promotion on social media of Customer referrals where the product or service being referred may have advertising restrictions. Topics Covered: • Issues of consent and privacy that pharmacies may face when posting images on their social media accounts • Issues employees can face when having their personal social media accounts affiliated with their workplace • Incorporating workplace policies into the employment agreement • Internet usage and phone use policies in the workplace • Confidentiality in the workplace • Exercising caution around advertising for regulated health services Key Quotes: • “Employees have to be really careful because they put on their page where they work so automatically there’s a link to their workplace. If they are going to engage in conduct outside of the workplace that might not be representative of their employers’ business or is conduct that the employer wouldn’t permit, that can actually have an impact on their employment.” (9:33) • “The workplace extends beyond the 4 walls of the pharmacy, and if you’re going to be putting things on social media that would not properly reflect on the employer or damage the employer’s reputation, you really need to have no links to your employer.” (10:51) • “I would encourage pharmacy owners to have a look at their suite of policies and procedures, decide how important they are to the employment relationship, and if they are really important, consider making those policies and procedures a term of the employment agreement.” (14:00) • “Confidentiality and privacy is a massive area, and something you really need to think twice about before doing anything, really, and making sure you’ve got procedures…perhaps where your computers automatically lock out after an inactive period, or really training your staff on making sure things are closed down and making sure all these screens aren’t seen by customers to prevent those breaches occurring.” (20:58) • “A pharmacy is a regulated health service, and there are laws around what you can advertise.” (23:03) Connect with Scott LinkedIn: https://www.linkedin.com/in/scottcarpenter-evbc https://shopfrontsolutions.com.au/ https://aerion.com.au/ Connect with Sarah https://www.linkedin.com/in/sarah-stoddart-23b92240/ http://vitalitylawaustralia.com/

On this episode of the Pharmacy View podcast, Scott talks with Rob Sztar, Pharmacist and Owner/Partner at Scripts for You pharmacy in Victoria. Rob is also the author of Transpharmation, a book discussing how technology can impact Pharmacy, as well as leading a podcast and digital magazine on the subject as well. Scott and Rob start off by discussing how some Pharmacists fear using more technology in the workplace. Rob works to explain the many benefits that technology can offer a Pharmacy outside of just the standard e-commerce store, including the ability to do televisits with patients, connecting with shipping agencies who can get prescriptions delivered to patients at home, and scheduling SMS messages to go out to patients for follow-up check-ins. He states that technology can function almost as another team member, being assigned tasks that can expand the Pharmacy’s reach and allow staff to do things they wouldn’t have been capable of before. Rob talks about some of the particular technology his Pharmacy has implemented that has worked well, including cloud-based monitoring of refrigeration temperatures and an automation robot that has enabled them to spend less time focusing on paperwork and more time interacting directly with clients. He discusses social media as a tool and offers his Pharmacy’s social media strategy, which is to focus on the platforms where their patients have a lot of attention (ie. community Facebook groups). Connect with Scott LinkedIn: https://www.linkedin.com/in/scottcarpenter-evbc https://shopfrontsolutions.com.au/ https://aerion.com.au/ Connect with Rob E: [email protected] Robert Sztar | LinkedIn Scripts for You - Somerville 2.0 Robert Sztar - Transpharmation - Transforming pharmacy through technology Transpharmation | Facebook Technology mentioned coview - Connect to your customers' browser Z Software Clever Logger Wireless Temperature Logging What is Clubhouse? How to get an invite to new voice chat social media app (news.com.au) Home | HealthScout https://trello.com/

On this episode of the Pharmacy View podcast, Scott and his cohost Anthony Sapountzis from Aerion Technologies talk with Shane Bartle, CEO of Storbie, a software firm specializing in the community pharmacy industry that helps create and manage omnichannel websites for its clients. Scott and Shane first discuss Storbie’s move to specialization in community pharmacy and how the firm can provide value to pharmacies by helping them to cost-effectively create a quality web presence. Shane explains how the healthcare industry overall, and especially the community pharmacy sector, is especially challenged when it comes to finding omnichannel solutions for their web needs, as their low resources combined with complex supply chains make this process difficult. He then explains how Storbie aims to solve this conflict by creating the integration needed for these pharmacies to move to the web and provide the same value and support to their web services as their physical presence. Connect with the Storbie team CEO Storbie Shane Bartle | LinkedIn Country Manager Storbie Australia - Andy Benham | LinkedIn General Enquiry [email protected] https://www.storbie.com/au/pharmacy/ Connect with Scott LinkedIn: https://www.linkedin.com/in/scottcarpenter-evbc https://shopfrontsolutions.com.au/ https://aerion.com.au/

On this episode of the Pharmacy View podcast, Scott talks with Tim Shelton, a community retail Pharmacist with 25 years of experience in the field. Tim is currently working in e-commerce heading up the agency machete.systems, which takes Australian and New Zealand brands and helps them transition into being represented on Amazon. Scott and Tim tackle the question of whether or not the forced move to e-commerce platforms for pharmacy companies in recent months has been good for them, and discuss both positive and negative ways that different businesses have handled the transition. Tim shares key insights from his experience working with e-commerce platforms to discuss best practices that Pharmacies can adopt to be successful in these spaces. He discusses the customer/seller feedback section on Amazon and how this review platform has made it clear that there are a lot of improvements needed in order to increase customer satisfaction with working with Pharmacies via e-commerce sites. He touches on the importance of Pharmacies garnering a positive social media presence and online reputation, as reviews online can make or break an e-commerce business overnight. Scott and Tim discuss the importance of brand building for Pharmacies and how to use social media as a tool to do this. Tim touches on the value of consistency in representation online in order to keep the brand identity uniform across all platforms. By making people feel connected to the brand and like part of “the tribe” instead of just a number, a Pharmacy can increase the customer’s satisfaction a well as loyalty. They wrap up by touching on the importance of CRM systems and how Pharmacies should be using these systems to capture data and connect more easily with customers. Social Media Clips: • The value of e-commerce customers (4:10-4:27) • Why and how to use case studies to pitch for new business (7:34-8:41) • The importance of focusing efforts on online platforms (15:07-15:27) • Building your brand using social media tools (16:17 -16:42) • The importance of using a CRM to connect with customers (23:54-24:33) Connect with Scott LinkedIn: https://www.linkedin.com/in/scottcarpenter-evbc https://shopfrontsolutions.com.au/ https://aerion.com.au/ Connect with Tim: ● https://www.linkedin.com/in/timatmachetetesystems/ ● https://www.machetesystems.com.au/articles

On this episode of the Pharmacy View podcast, Scott talks with Rachael Runner, national business development manager at Demodeks Meditech. Rachael is a healthcare industry veteran with over 22 years of experience, currently specializing in pharmacy dispensary and robots. Rachael shares key insights from her years in the industry focusing on the importance of customer service and the pharmacist patient relationship. She discusses how technology can be embraced without losing the personal interactions that drive a successful pharmacy. By capitalizing on the resources and wisdom of those she has interacted with through her career, Rachael provides encouragement key tips for those looking to make improvements in their workplace and find success in their personal careers. By keeping your focus on patient health, you will be able to make advancements that benefit everyone. Rachael also dives into some common myths. “Automation is not too expensive, and robots do not replace human beings.” She points out the pharmacist and patient relationship is here to stay. Pharmacies can embrace automation to take care of inefficiencies and free up pharmacists to spend their time focused on more complex problems and better patient interactions. Her team at Meditech helps create an efficient dispensary workflow and streamline dispensary operations. By listening carefully to each business she discusses how they are able to identify pain points and design specific solutions to improve workflow. Rachael and Scott wrap up by taking a look into the future and what she expects to change and advance in the years ahead. Links for Rachael Runner: Rachael Runner | LinkedIn GuildLink - Powering the better use of medicines Meditech - Demodeks | The Leaders In Pharmacy Automation Systems

On this episode of the Pharmacy View podcast, Scott gets the latest on a range of digital technologies from Marta Stybowski, a pharmacist who has consulted widely across the industry. She currently represents the groundbreaking SiSU wellness platform whose stations are popping up in retail, Pharmacy and office spaces offering individuals a secure online portal to measure, track and improve a range of critical health biometrics. Marta shares the latest in terms of new technologies available to pharmacies looking to streamline workflow, enable team success and offer customers the most seamless possible experience. But just as importantly, she explains what makes the difference between success and failure in the choice and implementation of various platforms. “Technology alone,” she says, “won’t transform your business.” Hear about some of the exciting tech solutions available to optimize your pharmacy, and the very human elements necessary to ensure ultimate success. Clear goals and appropriate tech tools are a start – but it’s communication that guarantees the necessary buy-in among staff and customers. Marta also unpacks the exciting new SiSU Health Stations that today offer an easy way to stop at the pharmacy to privately test and track important physical and mental health markers. In addition to the four-minute health check, SiSU stations also offer supplemental health and lifestyle. Enjoy this conversation about opportunities to leverage health technology to create the best possible pharmacy operation and the most supportive available customer experience. Each pharmacy has its own specific needs and, with her deep experience on the forefront of health tech implementation, Martha shares with Scott some key factors to consider when charting the best path forward for your particular demographic, workflow and team. Key Quotes: • “There is still a huge potential to improve the way pharmacies operate, particularly when we’re talking about patient experiences and providing professional services.” (3:28) • “A lot of moving parts need to align to make a pharmacy work efficiently and effectively.” (4:58) • “Technology alone won’t solve the problems and it won’t transform your business.”(6:22) • “If you’re implementing technology to improve the business, make sure the customers understand that you’re doing it because you’re invested in providing them with a better service or experience.” (7:32) • “Do your homework. Understand what value that piece of tech is going to bring into your business. Does it fit your strategy and is it going to help you achieve the goals you want?” (11:38) • “Understanding by the team helps bridge acceptance … implementation and integration of the technology in their day-to-day work and then the excitement they share.” (13:14) • “Technology alone won’t solve your problems or transform your business, but technology as a tool to support a strategy and engage a team can deliver exceptional experiences to your customer.” (14:16) • “(SiSU wellness) is in general to improve health literacy and allow people to understand where their health is at and what they can do to improve it.” (17:03) • “There is a lot of emphasis in the business that the data is secure and the patient owns the data” (20:42) Links for Marta Stybowski: https://www.linkedin.com/in/marta-stybowski-2b4ab558/ https://www.pharmacium.com.au/ https://www.sisuwellness.com.au/ Pharmacy View Sponsors/Contacts: LinkedIn: https://www.linkedin.com/in/scottcarpenter-evbc https://shopfrontsolutions.com.au/ https://aerion.com.au/

On this episode of the Pharmacy View podcast, Scott talks with Propell Health CEO and founder Craig Simmonds to talk all things iHealth and using technology to improve the patient experience from the doctor’s office to the pharmacy. Given the prevalence of iHealth and the benefits of using technology to remotely-monitor patients, it may be surprising that Craig didn’t start out in the healthcare industry. Instead, this serial entrepreneur began his career in product development, specifically in the shoe industry, before transitioning to iHealth and founding Propell in 2015. Since its inception, Propell has worked with iHealth to make monitoring chronic disease easier, simpler, and more enjoyable for patients, no matter their age or familiarity with technology. Throughout their conversation, Craig emphasized the benefits using technology in healthcare provides, especially in a time when a global pandemic makes remote monitoring not only convenient, but at times the only safe option. In the years since 2015, iHealth has developed and achieved TGA approval for a number of wireless products, many the first of their kind, including blood pressure monitors, pulse oximeters, glucose monitors, and body analysis scales. Craig and his team are developing new products all the time, working to get them into the primary health network industry and into the hands of the patients and pharmacists who need them most. Topics Covered: ● Craig’s background in the pharmacy and shoe industries. ● The evolution of iHealth and the importance of using technology. ● How to share your trends with your pharmacist through iHealth. ● Using iHealth to do remote vitals monitoring, especially with COVID-19. ● The importance of self-monitoring and how to use iHealth to do that. ● Getting iHealth into the primary health network industry. ● Getting TGA approval for iHealth. ● Available iHealth products and where pharmacists can get them. Key Quotes: ● “I could see that iHealth was solving that problem because the power’s actually going to the patient or the customer and they could have all their readings on their phone, with them at all times. And that’s what iHealth was able to do.” (7:42) ● “We want to stop people going to hospital. That’s the number one focus hospitals want.” (13:16) ● “There’s a lot of rubbish products in the market, and I see them in pharmacy. I want to make sure that when I’m helping a patient—which is what my goal is—they have got a device that is TGA-approved, that’s clinically validated, and that’s accurate.” (19:56) ● “For pharmacies, digital health is an enormous opportunity. And that’s why I say to every pharmacy, ‘look at your chronic disease monitoring and ask how can I help my patient better?’” (25:52) Social Media Clips: ● Craig’s first experience with iHealth and the realization that it was a game-changer in the pharmacy industry (4:49-5:35) ● Sharing your health trends with your pharmacist using iHealth (8:51-9:28) ● Moving patients from using iHealth to remote-monitor to using the devices to self-monitor (18:11-19:10) ● Using iHealth to help pharmacists battle chronic disease in their patients. (22:20-22:44) ● Using digital devices in pharmacies to reach your consumers. (23:16-23:47) Contact Craig Simmonds: LinkedIn: https://www.linkedin.com/in/craig-simmonds-53167014/ Website: https://www.propellhealth.com.au/ Pharmacy View Sponsors/Contacts: Website contact: www.pharmacyview.com.au Scott Carpenter: www.linkedin.com/in/scottcarpenter-evbc Shopfront Solutions: https://shopfrontsolutions.com.au Aerion Technologies: https://aerion.com.au

In this episode of Pharmacy View – technology in Pharmacy podcast series, Scott invites Richard Lennon to share some of the technology best practices he has implemented at Davey Street Discount Pharmacy, the independent Pharmacy he co-founded in Hobart, Tasmania. He calls his homegrown strategy “Automagic,” a term he coined to describe a variety of platforms that make his pharmacies’ daily operations smoother and easier across the board -- from doctors’ offices, Aged Care facilities, customers and his own staff. Richard and the rest of the team at Davey Street pharmacies view themselves as integral to their customers’ community fabric, dispensing not only medicine but also value, convenience and advice. Technology plays a key role in accomplishing that core mission. There are a range of “automagic” solutions to streamline operations and free up pharmacy staff both in the back office and out where it counts most, with their customers. ● “(Automagic tech) is just a great way of organizing and making the whole process more efficient.” (8:43) ● “Obviously you’ve got to be careful with security and that element of things.” (10:45) ● “One of the issues and concerns I always had as a small, independent pharmacy was, ‘How do you manage the stock on-hand across two databases?” (15:30) ● “For us our website was originally about an extension of our brand ... but it had no eCommerce element to it. It was really just information-based.” (16:12) ● “eCommerce in general is about complementing the bricks and mortar pharmacy and those personal relationships that are still very critical.” (25:04) ● “If you don’t have that online presence you’re just going to be missed off the radar.” (25:29) ● “It’s a massive change in workflow for pharmacies going from prescription paper in a basket to digital queues.” (34:50) Further Resources: Zapier website: www.zapier.com IFTTT website: www.ifttt.com Storbie website: https://www.storbie.com/au/pharmacy Deputy: www.deputy.com/au eScript: https://www.escript.ie/pharmacy-info/ Contact Richard Lennon: LinkedIn: https://www.linkedin.com/in/richard-lennon-94a82b88/ Website: https://www.dsdp.com.au Pharmacy View Sponsors/Contacts: Website contact: www.pharmacyview.com.au Scott Carpenter: www.linkedin.com/in/scottcarpenter-evbc Shopfront Solutions: https://shopfrontsolutions.com.au Aerion Technologies: https://aerion.com.au

In this episode of Pharmacy View, Scott talks with Andrew Romeo from Aerion Technologies. Andrew and his business partner Anthony Sapountzis started Aerion Technologies about twelve years ago right after they finished university. In these early days they were introduced into Pharmacy through a Brand marketing group and the work that came from this connection is what grew into today’s digital marketing Shopfront Solution, a full web-based platform and an improvement of digital business supporting over 1,500 Australian pharmacies. The technology and web-based platform Shopfront Solutions allows pharmacies to print the tickets they specifically need in order to highlight sale items or run local promotions. This affords more flexibility than the general bundled marketing materials that are often sent out by the Head Office support teams. This platform also allows the Pharmacy to add its individual logo and personalize it to the specific Pharmacy. Andrew shares that because of technology’s evolving nature, they have had to tweak the platform several times since it’s development, until they finally arrived at the web-based platform it is now. Each of the developments in the product have come from work done with Pharmacies and group head office teams. When working with Chempro, Andrew and Anthony helped develop the integration databases and the app. The customization of marketing materials is a result of working with Pharmacy Alliance. One of the important things Andrew points out is the value of being on a shared data base, as this allows different stores within a company to communicate much more effectively. In regard to customizable marketing materials, this has incredible value for pharmacies. In regard to appearance, the customization allows pharmacies to include their Pharmacy specific logo and branding, as well as print as many or as few tickets as they need. It also ensures a Pharmacy’s success in onboarding new items and bringing attention to certain items. One drawback to all of the printing materials, is the massive use of paper and to offset this, Shopfront Solutions contributes towards planting of new trees. In regard to using less paper and increasing the customization of marketing, one thing in the near future for pharmacies is electronic shelf labels. These will allow pharmacies to display the price without using paper labels, as well as to instantly change the prices of certain items electronically. Overall, Andrew and Shopfront Solutions team are striving to evolve with technology, and their customers, in order to better their product, and therefore, the marketing and business aspect of each client Pharmacy. Key Quotes: ● “The platform gives you that ability to go on, print some tickets that you might need, if you want to put something on sale yourself, and bring attention to that product. So, it is effectively actioned at the Pharmacy level.” (4:02) ● “If you’re not ticketing correctly, you’re missing customer buying opportunities.” (6:10) ● “As you build technology, it’s always evolving and changing.” (9:30) ● “Consumers expect things quickly these days.” (18:32) ● “You’ll have the ability to manage the content that gets distributed to your Facebook and Instagram, and tweak that.” (24:04) Social Media Clips: ● (3:45-6:20) Printing Pharmacy specific marketing materials ● (6:41-9:45) Challenges with the platform ● (10:03-11:10) The starting point and evolution of Shopfront Solutions ● (14:55-19:05) The expansion of customizable tickets and other materials ● (19:23-20:18) The offsetting of printing material use ● (24:57-28:43) Electronic shelf labels and their marketing ability Connect with Andrew: ● LinkedIn: https://www.linkedin.com/in/adromeo/ ● Website: https://shopfrontsolutions.com.au/ https://aerion.com.au

On this episode of the Pharmacy View podcast, our guests are Liz Bryant and Frank Triulcio from Crosier Architects. During the episode, they discuss challenges that retail architects face when trying to outfit pharmacy spaces, current trends in the field, and technology looking forward. Diving right in, they talk about some of the challenges that retail architects face while making the most of the limited real estate pharmacies typically work with. To combat this, architects and designers are considering how to bring some of the most cutting-edge technology to the pharmacy experience. They are even considering doing away with the typical wall-to-wall counter with “scripts in” and “scripts out” areas in favor of something more segmented, like pods that service customers in different parts of the pharmacy. Most interestingly is the advent of robotics and 3D modeling in the world of pharmacy design. Liz and Frank think that programs that allow architects to render spaces in 3D are pushing them to think outside the box as far as the way pharmacies actually function. They are encouraging pharmacists and retailers to be bold when thinking about refitting their pharmacy space, because as technologies like the ATM teller pharmacy become more regulated and enter the market, it may become possible for pharmacy design to completely change in the near future. They believe this coupled with more user-friendly designs will solve a lot of the spatial issues that pharmacies currently face. They are most excited about the power of 3D-modeling to literally change the face of the storefront and the experience as a whole. Topics Covered: ● Scrutinizing problems during the construction phase. ● Integration of robotics in the dispensary. ● Dispense-Pods. ● Maximizing retail area in the pharmacy with technology. ● Moving away from having a big storage area. ● Large Shopping Centre management now want technology in the shop fronts. ● The move to the ATM-style dispensary machine. ● 3D modeling technology and how it’s used in design. ● Designing for the future. ● The introduction of Crosier Scott Complete. Key Quotes (Time Stamps): ● “We do a lot of investigations with our clients.” (6:45) ● “Pharmacies are often at the forefront of the use of technology.” (8:45) ● “We are focusing less on the scripts in and more on the scripts out.” (10:35) ● “We’re not looking at having one big, long service counter anymore.” (12:15) ● “People are still using Webster packing areas, but I see change coming.” (17:00) Social Media Clips: ● Challenges that technology has brought to designing pharmacies now. (10:00 – 12:00) ● ATM-style pharmacy design. (20:10 – 22:00) ● Design programs in use now. (22:45 – 24:55) ● Considerations for the pharmacists or businesses wanting to refit. (26:30 – 27:10) Connect with Liz and Frank: ● Frank’s LinkedIn ● Liz’s LinkedIn ● Crosier Scott Architects (croscott.com.au) ● Crosier Scott Complete (croscott.com.au) Connect with Scott and Shopfront Solutions: ● (1) Scott Carpenter, EVBC | LinkedIn ● Pharmacy View ● Shopfront Solutions ● Home - Aerion Technologies

In this episode of Pharmacy View, Scott Carpenter welcomes Aaron D’Souza, Pharmacist and Head of eSolutions at GuildLink, to discuss how pharmacies should be approaching digital prescribing and the steps they can take to increase their digital strength, noting the benefits of Google My Business and creating an engaging website and app.

In this episode we talk with Sarah Stoddart from Vitality Law Australia about equipping small business owners in the health care industry by providing legal knowledge and education.

In this episode of Pharmacy View, Scott Carpenter and Anthony Sapountzis welcome Richard Manthey, Head of Data and Information Solutions at Pharmacy Platform. They discuss the topic of hospitals and medical facilities being hacked and having their medical data stolen and how that relates to the security of Pharmacies and their data. We address these pressing questions: Am I at a lower risk of being hacked than a known brand, business or entity with medical records? Should Pharmacies be concerned about suppliers extracting their data? What should Pharmacies be doing to protect their system and data access points? …and many more! “The security of your password is going to be the weakest link across everything.” The trio discuss the importance of safely managing passwords and access from third-party platforms, as well as the difference in risk between a few various scenarios, such as email and methods of hacking. Tune in to learn what to do when you think your cyber security has been compromised and how to make sure your security measures are effective. “Keep an eye on all of your systems, on your staff, and on your processes and protocols and just make sure things are up to date.” Episode Timeline 00:00 Intro 00:24 Introducing today’s guest and co-host: Richard Manthey & Anthony Sapountzis 02:14 The relation between Pharmacy and the recent hacking of medical facilities’ data 04:20 Risk factors Pharmacies should be looking at, including poor quality passwords 06:03 Safely managing passwords for your accounts 06:54 Solutions for Pharmacies in cleaning up data access points 09:51 The difference in risk between physically intruding the Pharmacy or hacking from afar 11:27 Difference in security in a Gmail vs. a system provider email – Security and lack thereof in emails 14:55 Third-party platform accesses: Shopfront Solutions 17:01 Maintaining security when suppliers extract data 18:43 Is it okay if a supplier or third-party has been given approval to access data through the POS dispensary platform? 20:48 Takeaways: What Pharmacies should investigate to make sure their security measures are effective 21:43 Where to go to seek help and what to do if you think you’ve been attacked or hacked To learn more about the hosts and our guest Connect with Richard on LinkedIn: www.linkedin.com/in/richard-manthey Connect with Scott on LinkedIn: www.linkedin.com/in/scottcarpenter-evbc Connect with Anthony on LinkedIn: www.linkedin.com/in/anthony-sapountzis Resources Mentioned Aerion: www.aerion.com.au/2019/07/19/top-6-easiest-ways-to-digitize-your-processes OnePassword: www.1password.com Lastpass: http://bit.ly/2Z97V1f or www.lastpass.com Shopfront Solutions: www.shopfrontsolutions.com.au

In this episode of Pharmacy View we talk with Pharmacist Roger Kluth originally from the UK where he worked for Boots the Chemists for approximately twenty years. Moving to Australia 15 years ago, Roger has worked for Pharmacy groups and brands including McKerrell Pharmacies QLD, Terry White Chemists, Sigma Pharmaceuticals, API Soul Pattinson & Pharmacist Advice and is currently with the Healthyworld Pharmacy Group in a professional services management role. Assisting in the of roll out of e-scripts for the Healthyworld Pharmacy Group, Roger provided coaching to pharmacists on how to prepare for and use the new technology. Roger shares that it was critical to make sure all the Pharmacy computers and servers had the current software updates and the appropriate hardware needed, including specific types of scanners. At this time, only a few stores have begun accepting e-scripts where most of the patients are aged between thirty and fifty however more demographics are beginning to accept and use the new technology. For anyone wanting to make the transition, Roger recommends starting now, as the process is very time consuming. He also gives the encouragement that there are a lot of online training programs that can walk you through the process and dispense software providers can also be helpful. Something Roger has found exciting of late is use in Pharmacy of digital or electronic shelf ticketing. This allows changing prices to be a smoother process, which can allow pharmacies to be more effective in their pricing strategies. Roger is also encouraged by the ability to take and order stock via a smartphone or PDE machine. He acknowledges that both of these will be helpful in the productivity and efficiency of pharmacies. He is curious to see if scan your own product technology ever finds its way into pharmacy, as it has in grocery. Overall, he is hopeful that because of the pandemic, and pharmacy’s being pushed into accepting and implementing new technology, that there will be more of an openness to technology in pharmacy moving forward. Topics Covered: ● Challenges experienced while rolling out e-scripts ● Patients’ receptiveness to e-scripts ● Use of The Pharmacy Guild App ● Doctors eagerness to use e-scripts ● Beginning the process of using e-scripts ● Electric ticketing Key Quotes (Time Stamps): ● “We’re seeing an uptake in using [The Guild App] rather than using the traditional SMS reminders we’ve been using up until this point.” (5:40) ● “Certainly, the app is the way to go because that will be the platform that will be able to interact very well with e-scripts.” (5:52) ● “Start now, definitely, because it is quite time consuming.” (6:58) ● “Something I’ve been particularly excited about is electronic ticketing that I’ve seen in a few pharmacies recently.” (8:58) ● Being able to stock take, stock manage, order, essentially from a phone or a PDE machine is certainly a way forward.” (11:29) ● “I think there will be more of a desire to try new technology sooner, than perhaps there has been, in what essentially is a very conservative profession.” (13:52) ● “I think it’s really important for us, as a profession, to be able to have that face to face contact from a consultation perspective.” (15:10) Connect with Roger: ● LinkedIn: https://au.linkedin.com/in/rogerkluth ● Phone: 0413-178-404 ● Email: [email protected]

On this episode of the Pharmacy View podcast, our guest is Pharmacist Joe Zhou, founder of myMedKit, prescription medication delivery app. MyMedKit seeks to make it easier for customers to obtain their prescriptions while driving their loyalty to a particular pharmacy. This works by ignoring the discount model that most pharmacies use and encourage the customer through convenience and quality service. Joe shares his insights into the world of pharmacy and why he saw the need for myMedKit in the first place. Recognizing that most customers had no interest in their pharmacy, but only wanted to get their prescriptions on time, Joe saw an opportunity to increase the customer base and profit line for pharmacies. myMedKit keeps the same customers coming back because of the ease of access, which in turn generates more business for each pharmacy than they would have otherwise. He recognizes that anything that will save people time and offer them the convenience factor will almost always win out. Providing this service at your pharmacy drives loyalty and sales. Joe does warn that it must make commercial sense to the pharmacy. In the future, Joe sees this model operating at all pharmacies. Why would you not want your prescriptions brought to your door? Topics Covered: ● myMedKit as a solution to driving pharmacy customer loyalty. ● How to generate loyalty with your existing customers. ● Where myMedKit’s offices are located. ● How myMedKit works with pharmacies to deliver medications. ● You need foot traffic or your business model fails. ● Customers don’t pay that much attention to the business model. Key Quotes: ● “There are a lot of people on only one medication—how do you make them loyal to your pharmacy?” (3:30) ● “Ultimately the goal is to sell more scripts.” (5:50) ● “At the end of the day, it’s all about the patient.” (10:01) ● “When you have a business model built on discounting, you don’t build loyalty.” (11:20) ● “This needs to make commercial sense to the pharmacy.” (16:15) ● “Anything that helps people save time is a winner.” (18:20) ● “We are working with pharmacies that we know we can add value to.” (24:45) ● “I feel for the little guy, I really do.” (25:40) Connect with Joe: ● https://mymedkit.com.au/ ● https://www.linkedin.com/in/joe-zhou-85674056/ ● Email [email protected]

In this episode of the Pharmacy View podcast our guest is Roger Simpson from The Retail Solution. Roger joins us to discuss customer service training in a socially distanced environment and with many years’ experience in training focuses on the people leadership aspect of retail. When it comes to leading and training a team, Roger has a process he walks each client through. First, the team needs to know the business expectations and know what great customer service looks like, then the team receives customised training utilizing an appointed onsite leader to enable them to deliver to the agreed level. Next it is important for the leadership team to lead by example ongoing and finally it is critical to evaluate performance and give feedback. As a result of current travel limitations, Roger is now able to use technology to train teams using a collection of videos, webinars and video conference following up with his contact person on each team. Another way Roger has seen an increased importance of Customer service and technology in pharmacy is the need for a quality online e-commerce platform. In order to keep up, every retailer including pharmacy, needs to have a navigable website, ways to ask questions and convenient checkout and payment options. Roger anticipates much change in pharmacy over the next few years as technology improves and provides the option for getting prescriptions filled online coupled with efficient methods of delivery. Topics Covered: ● The importance of great customer service ● The progression of technology in pharmacy ● The need for a good online presence ● The value of quality customer service ● The potential future of pharmacy and technology Key Quotes: ● “I really hone in on the people side, because I believe that’s where any retailer, and also pharmacy in particular, can make a massive difference with their customers.” (3:17) ● “It’s about trying to get their leadership team on the same page about what they actually want to be known for, for their particular pharmacy, because you’ve got to stand out for something, otherwise you stand for nothing.” (5:17) ● “Whatever task they're doing, they need to know what the expectations are, or what does good/what does great, actually look like?” (6:48) ● “Every retailer, this includes pharmacy, has to have a really good online presence.” (14:15) ● “The focus is not about trying to sell them the extra product. That’s a bonus. The conversation is about informing the customer.” (18:37)

On this episode of the Pharmacy View podcast, our guest is Tim Shelton, Pharmacist and CEO of Machete Systems. Tim is an expert in retail and shares his knowledge of making the transition from brick-and-mortar to online and e-commerce. Working with the Amazon platform, Tim explains how Amazon really is one of the better ways to get your business started in the ecommerce space. Because they own more than half of all of the ecommerce in America, they have really locked in the online business world. And for the young and aspiring, Tim recommends using Amazon’s FBA instead of developing all the logistics yourself. He explains how it can turn a great idea into a booming business with their access to the shipping and marketing you need. Tim also spends a good deal discussing marketing for the traditional pharmacist, showing a new world of marketing ideas for the pharmacist who wants to capitalize on the economy of the internet. Topics Covered: ● Pharmacies and the spread of e-commerce. ● 1p v 3p commerce models. ● Traditional and electronic consumer real estate. ● Amazon’s influence on the value of brands. ● How to drive traffic to your e-commerce site. ● A lot of pharmacy chains struggle to get a lot out of moving to the digital marketplace. ● Using consumer data to drive more sales in the retail space. ● How Amazon’s third party selling (FBA) works, and how it drives the algorithm. ● You need access to great product at a great price. ● Start with the traffic and find where the markets are. ● Focus your product page. Key Quotes: ● “Amazon is half the e-commerce market in America.” ● “If you start up your e-com store on Amazon, the traffic’s already there.” (8:20) ● “Think of an iPhone vs a digital SLR camera [for 1p v 3p].” (12:45) ● “Without traffic, any idea you have on the internet is dead.” (14:20) ● “Anyone who owns their own brand is a great partner for us.” (17:50) ● “People have just become used to the digital convenience factor.” (19:05) ● “They want to know what the customer is thinking — and Amazon knows.” (25:55) ● “Do you want to develop your own brand or do you just want to be wholesale?” (30:40)

In this episode of Pharmacy View - Technology in Pharmacy Business podcast series our guest is Priceline Pharmacy Manager David Washbourne from Croydon Central Shopping Centre in the outer north east suburbs of Melbourne. David joined us to discuss the recent implementation of e-scripts in their Pharmacy which he found to be relatively smooth due to the detailed FRED & Priceline preparation process. While there have been some customers over 45 presenting e-scripts, they are noticing that most of the customers are in the 23-45 age bracket. David explains that the only challenges so far have been with the willingness of healthcare providers to adopt this new process and implement the use of e-scripts with their willing patients. He does believe however that e-scripts will become the norm in the next few years which will allow for pharmacies and Doctors to reduce their use of paper as well as maintain contactless processes even after COVID-19 pandemic has subsided. Topics Covered: ● Dispensary programs that David has used during his career ● E-scripts program adoption ● The demographics of customers using e-scripts ● David’s perspective on the future of e-scripts ● Challenges faced when working with healthcare providers including Aged Care Key Quotes: ● “It’s a very streamlined process. Essentially the customer or patient comes in with their script on their smartphone and the QR code is scanned into our system, placed into the queue and then dispensed as per a normal script.” (6:50) ● “We’ve found that the younger customers have gone in when they see their GP and asked for an e-script.” (10:08) ● “I think that over time e-prescriptions will very much become the norm.” (13:32) ● “The e-prescription is just another form of getting the script request…rather than physically producing a piece of paper.” (15:21) ● “The key thing is to have the staff pretty much used to the fact that e-scripts are now just a different way of presenting a prescription.” (16:36) Connect with David: https://www.priceline.com.au/croydoncentral https://www.linkedin.com/in/david-washbourne-40170588/