Dreem Pharmacy Self Audit Questionnaire Step 1 of 28 3% Pharmacy retail audits promote higher overall compliance with brand standards at store level. The practice of having self audits or inviting external and impartial auditors into your business demonstrates compliance as a priority for your brand promise and values. Completing the audit in-store focuses on delivering the highest levels of customer service for better health care outcomes and can identify training needs and alignment needs to overall goals and standards. This self audit is not an exhaustive one but is a great start. An external auditor will look at many other areas on top of what is on this list. Audits should be welcomed and seen as an opportunity for improvement and continuous growth to help you deliver your unique value proposition and keep you at the top of your game. Consider a re-audit regularly as part of continuous quality improvement. It is recommended that you complete the audit every 6-12 months, or more often if staff turnover is high. An external and impartial auditor will also give you recommendations and a plan of action upon request to help you execute and deliver results that stick.Name First Email A) Presentation - The Team How you and your team appear to the customer is very important. The clothes you wear, the tidiness of your hair, the shine of your shoes, and all the other aspects of your appearance start well before you arrive at work, but have a massive impact on your customers’ impression of you and your business. This is especially important in this industry, when we are focusing on better health outcomes for patients. It is estimated that most customers make a judgment about a team member within the first 10 seconds of coming into contact with them. 1) How is the general appearance of team members, eg. ironed shirt, name badge, tidy hair, polished shoes?(Required) A - Our team members take great pride in their appearance and hygiene, with a full uniform worn including name badges. B - Most of the staff make sure they follow the guidelines outlined by the pharmacy. C - We have a uniform, but do not have strict guidelines. We allow each team member to set their own standards. ACTION: Great job! This professional look will enable your patients to be open to help and advice, in turn having an impact on overall adherence to better health care outcomes. ACTION: It only takes one or two poor initial impressions to lose customers. Reinforce your guidelines and enforce them. ACTION: You are lowering the standard of your brand and this policy is not consistent with a health care setting. Set and enforce strict guidelines based on your brand image. 2) Do team members wear appropriate and professional bottoms i.e. skirts and pants?(Required) A - All team members must follow the uniform guidelines and we reinforce these expectations in all of our meetings. B - Our pharmacists wear their white coats and tailored bottoms, but our pharmacy assistants can wear what they want on the bottom. C - It’s not uncommon to find a team member wearing gym leggings or denim and casual attire. ACTION: Good work! This means that your customers’ first impression will be one of professionalism and trust. ACTION: Consider setting the standard across the board and create consistency across the store. ACTION: If this is the case, consider setting and enforcing strict guidelines and expectations based on your brand image. First impressions always count 3) Do team members display great body language and approachability? How is this measured?(Required) A - Body language and approachability is a priority that we address continually as a part of our training. Customers give us great feedback on it. B - We go through the importance of being approachable when we think it is needed, and will address the issues when we notice them. C - We tell team members once when they start and don’t expect to repeat ourselves. ACTION: First Keep up the good work and always acknowledge the team's efforts. ACTION: Include body language and approachability as a standing agenda item for all team meetings. Speak to individuals in real time to ensure the highest standards are maintained, and seek regular feedback from your customers. ACTION: Include body language and approachability as a standing agenda item for all team meetings. Speak to individuals in real time to ensure the highest standards are maintained, and seek regular feedback from your customers. 4) Does the team work well together?(Required) A - We go through the roles and the list of our priorities at every team meeting, reinforcing these at each shift with a checklist. We promote an open and early dialogue within our team to discuss any frustrations before they become a bigger problem. B - Things go smoothly as we all know our roles and have basic expectations set. Everyone has their station and we plan out our meetings fortnightly. If there's a problem it gets escalated to the manager. C - We expect people to know what they are doing and do the basic tasks they have been allocated. ACTION: Well done! Keeping these actions consistent ensures team members work efficiently and productively together, keeping the workflow seamless. ACTION: If problems are always escalated to the manager, what bottlenecks in decision-making are you creating? Consider implementing a new operating rhythm that allows better cohesion, escalating only the essential items to their manager. ACTION: It is highly recommended that you implement a new operating rhythm aligned with your goals to allow people to work together well, be solutions-focused, and only escalate the essential items to their manager. B) Workflow Workflows can help streamline and automate repeatable business tasks, minimising room for errors and increasing overall efficiency. This dramatically improves your business. Managers can make quicker, smarter decisions, and employees are empowered to collaborate in a more productive and agile way. 5) Are patients and jobs being prioritised effectively?(Required) A - First We prioritise patients over tasks and understand exactly where we can help the customer at each stage of their journey in the pharmacy. We ensure everything looks clean without impacting the customers’ experience. B - Patients are our priority most of the time - but there are times when work comes first. We may miss a greeting or two. C - Customers have to wait before being served as our team is busy. Sometimes, when we get really busy, stock sits around obstructing the view on shelves and gets in the way. ACTION: Nice work, by prioritising the customer journey in your store, you have been able to focus on productive activities. ACTION: You are on the right track, consider looking at the customer journey from the moment they enter your store. Prioritise the patient over tasks and then plan out when tasks will be completed and by who. ACTION: It’s very easy for us to be task-focused. Now is the time to consider putting patients first. Prioritise the patient over tasks and then plan out when tasks will be completed and by who. 6) Is the team aware of their surroundings and who is doing what?(Required) A - The team runs like clockwork. Our team members know that we are only as strong as our weakest link. We share feedback regularly with team members and it helps us to be at our best. B - Mostly! When it gets busy we sometimes forget to follow the processes and systems we have created. C - Things seem to be missed when we are busy and team members can play the blame game when things go wrong. ACTION: Keep doing what you are doing and don’t forget to celebrate all the wins. Wins beget more wins. ACTION: With some consistent reporting and sharing of those reports at team meetings, you are heading to even stronger performance. ACTION: With consistent reporting and sharing of those reports at team meetings, you are heading to stronger performances. By sharing the results as a standing weekly or fortnightly meeting agenda item, you not only keep the team motivated to do better but you also have an opportunity to celebrate the wins together. 7) Productivity – is the team working efficiently and effectively? Are they working at a good pace and taking initiative?(Required) A - We have a structured operating rhythm that encourages communication and getting things done in the most efficient manner. B - The team is generally great with customers, usually busy, and respond well to the managers’ requests. C - We usually manage well but when we are busy our standards do drop. ACTION You have the perfect process in place here. Keep doing what you are doing!. ACTION You are on the right track and with consistent communication and feedback, you are heading to a more productive workplace. ACTION Consistency is key when it comes to customer service and team effectiveness in order to deliver optimal health care outcomes. Having a process in place that focuses on productivity is the key to success. 8) How much time is spent with patients when they are in your pharmacy?(Required) A - We spend as much time as needed to uncover our patients' needs and we try to offer them as many solutions as possible by asking the right questions. B - It depends on the scripts they present or if they are loyal customers, and how busy we are at the time. C - It depends on what they need and if they ask us questions. ACTION Keep up the great work. Make sure you are suggesting relevant solutions each and every time. ACTION You may be missing an opportunity to help your patients and increase your basket size. Maintaining a consistent approach develops loyalty. ACTION What is your goal? Are you focused on health outcomes and patient care or is it only measured by foot traffic? Remember, not all patients are going to ask questions, so be proactive and make giving information a habit. C) Customer Service Excellent customer service would solve most, if not all, the challenges of the retail industry. It adds a competitive advantage, increases brand awareness, and develops customer loyalty and relationships. Furthermore, excellent customer service increases sales numbers and lowers marketing costs. 9) Are patients being greeted or acknowledged within 10 seconds of entering the pharmacy and attended to in a timely manner?(Required) A - We make a concerted effort to greet our customers as soon as they enter our store. B - If there is someone available we greet customers as soon as they come in, but there are times when no team member is near the entrance. C - We may not greet customers until they get to the dispensary or cash register. ACTION Keep up the great work and maintain this as a priority. ACTION Make sure there is awareness with the team that all areas of the store need to be covered. Customers appreciate being acknowledged upon entry. ACTION Customers appreciate being noticed upon entry so make acknowledging or greeting each customer a priority. It only takes a moment to greet someone. 10) Is the team offering a total health solution or just supplying a customer request?(Required) A - Our team always asks questions to confirm and understand what the patients’ needs are before supplying a product or request. B - Our team will often ask questions upon request of products, but when we get busy we tend to just supply what they asked for. C - When there is time, our team may talk to the customer about their health needs. But usually, it’s self-select unless of course a Pharmacist is needed. ACTION Great work. Keep having these conversations each and every time to ensure better health outcomes and customer satisfaction. ACTION It can be hard to spend time with each customer when the store becomes busy. However make this a priority, as other customers will see and hear the excellent customer service your team provides. ACTION Uncovering each customer's needs will not only deliver better health outcomes but it also gives customers confidence in your team's advice, and keeps them coming back to your pharmacy. 11) Are team members enthusiastic, empathetic, warm, inviting, and professional?(Required) A - Our team members are always enthusiastic, empathetic, warm, inviting, and professional. They don’t bring personal issues into the workplace. B - Most of the time our team members are always enthusiastic, empathetic, warm, inviting, and professional. Sometimes other issues can affect the team. C - It depends on the mood of the team. During busy times and when short-staffed it can be hard to display these emotions consistently. ACTION Well done! A great, engaging atmosphere is contagious. ACTION Good work! Consistency is key, so try and encourage the right behaviours. Reward what you want to see repeated. ACTION This is an integral part of customer experience, wanting to stay in a positive environment. Don’t underestimate how the mood of the pharmacy can impact your customers. Reinforce great behaviours and keep this at the forefront in your weekly meetings. 12) If you use loyalty cards, are your customers asked if they have theirs during the purchasing process? Do you have a follow-up question?(Required) A - We always discuss loyalty at the earliest possible time. We highlight loyalty benefits while they are browsing, ask if they are a member, explain the benefits of the program, and offer to sign them up. B - We usually ask at the checkout if they have a loyalty card and follow up with the option to join if they don’t. C - We don’t want to bother our customers too much. ACTION Great work! Keep doing what you are doing and be consistent, evidence shows that loyal customers spend more. ACTION You are halfway there. Start the loyalty conversation in the aisles. Explain the benefits to your customer early, giving them more opportunities to join the program and purchase more. ACTION You are missing out on an opportunity here. Evidence shows that the average basket size of a customer that uses a loyalty card is 39% more than one that doesn’t. Research to find the best loyalty program that will suit your pharmacy and your customers. D) Store Presentation The front end of your business is responsible for most of your customer experience. A great layout and thoughtful presentation will result in increased sales across the board and great customer return. In turn, this will help you focus on the patients’ holistic health care outcomes and adherence to their health plan if they are in the habit of returning to your pharmacy regularly for advice. Traffic Flow Lighting Display Space Strong Displays Checkout Area Shelf and Rack Design 13) How would you rate the traffic flow in your pharmacy?(Required) A - We have consulted experts and are constantly reviewing store traffic flow to ensure the customer experience is outstanding. We always want to make it as easy as possible for the customer to have access to the products they need. B - We look at these things from time to time to ensure the pharmacy is clean, with no obstructions and filled shelves. We take pride in our store appearance. C - We rarely consider refits. Customers come in to see us and get our help. ACTION Congratulations! An effective store layout directs your customers to where you want them to go, generates interest, and can create additional sales that will help them. ACTION Congratulations, you are definitely on the right track. Keep in mind that traffic flow plays a major role in a retail store layout. Avoid the pitfall of poorly designed layouts by hiring a designer to recommend the best placement for your shelves, display tables and racks. Some questions you can consider include: Is there a common pattern to the way they walk through your shop? Are there any areas that customers rarely go to? Are there spaces that customers leave quickly? Which areas do most customers go to? Where are customers gazing and how much are they looking around? ACTION Great customer service and your professional expertise is always paramount to better health care outcomes. Keep in mind that traffic flow plays a major role in a retail store layout. Avoid the pitfall of poorly designed layouts by hiring a designer to recommend the best placement for your shelves, display tables and racks. Some questions you can consider include: Is there a common pattern to the way they walk through your shop? Are there any areas that customers rarely go to? Are there spaces that customers leave quickly? Which areas do most customers go to? Where are customers gazing and how much are they looking around? 14) What is the lighting quality like in your pharmacy?(Required) A - We have a great balance when it comes to appropriate lighting and have consulted with experts to ensure our lighting focuses on the right areas, highlighting products without overwhelming the customer. B - We have good lighting but can always be improved. We have been meaning to look at this further once we have time and have the budget for it. C - We don’t really pay much attention to this area as we believe patients come in to see us. ACTION Huge congratulations for looking into this. Good lighting is paramount in a well-designed retail store layout. Ensuring your choice of lighting in the store enhances the product line. ACTION We understand that these things do need to be budgeted for and planned out carefully. Commit to a time to address this area. It may not be your priority yet, but can be planned in. ACTION We understand that these things do need to be budgeted for and planned out carefully. Commit to a time to address this area. It may not be your priority yet, but can be planned in. 15) How well is your pharmacy layout?(Required) A - Our Pharmacy is laid out to best suit our customer needs and expectations. We organise plenty of space and room for our retail store layout. Our pharmacy takes into consideration the number of goods we want to display. B - It is an area we need to keep working on but we make sure there is no clutter. Everything is clearly marked and in the right area to make it easier for customers to find. We have talked about redoing the layout but have not had time. C - We don’t really pay much attention to this area. It is a huge investment of time and money which is a bit difficult to spare right now. ACTION Congratulations! A modern pharmacy layout needs to please the emotional needs of the customer as well their visual needs within the modern pharmacy floor plan. ACTION In the past 3 years, spare time has not been easy to come by. You have done well to keep your store clean and in order. When you do get some time, it is worthwhile getting a good designer to come up with a design that optimises the available store space ACTION Customer service and your professional expertise are paramount to your success. We would strongly recommend you look into this. Get a good designer to come up with a design that optimises the available store space. 16) Does your pharmacy have a strong display?(Required) A - We have invested in a user-friendly, well-organised, and persuasive retail store display. We keep merchandise moving and customers flowing. Our products are all clearly displayed and our shelves are always clean and never overflowing with products. B - We know this is an important area to look into and try to keep it up to date regularly. It has been extremely busy lately and we are understaffed but it is on our list of things to audit and go through. C - We don’t really pay much attention to this area. Customer service and our professional help is what is critical to us. Looking at this area is a huge investment of time and money which we have little off right now. ACTION Maintaining this standard and facilitating continuous review is all that is needed to ensure you keep up to date, adapting to your customers’ needs and the changing times. ACTION Pharmacy has definitely been time poor over the past three years with priorities shifting massively. You have done well to keep your store clean and in order. Congratulations. Review your display and to see if you need to invest in a user-friendly, well-organised, and persuasive retail store display. This will get your merchandise moving and customers flowing. A good retail store display attracts customers, while a bad one turns them off. A good display has clearly displayed products and features shelves that are not overflowing with products. Avoid unstable displays that can topple over from a simple touch by getting a contractor to inspect the space to ensure it meets the necessary threshold before committing yourself to a long term contract. The guild offers many tips and material to help you in this area. Reach out and take advantage of all the resources available to you. ACTION Customer service and your professional expertise are paramount to your success. You should make time to review your display and plan when you can invest in a user-friendly, well-organised, and persuasive retail store display, to keep your merchandise moving and customers flowing. A good retail store display attracts customers, while a bad one turns them off. A good display has clearly displayed products, and features shelves that are not overflowing with items. Avoid unstable displays that can topple over from a simple touch by getting a contractor to inspect the space to ensure it meets the necessary threshold before committing yourself to a long term contract. The guild offers many tips and material to help you in this area. Reach out and take advantage of all the resources available to you. E) Meeting KPIs KPIs are important to business objectives because they keep objectives at the forefront of decision making. It's essential that business objectives are well communicated across an organisation, so when people know and are responsible for their own KPIs, it ensures that the business's overarching goals are top of mind. They're called key performance indicators for a reason. They help you gauge your performance, so you can decide on the right course of action. Depending on what you're measuring, KPIs help you see where you're at in terms of sales, inventory movement, growth, customer satisfaction, and allows you to celebrate and reward the right behaviours. Each store will have a unique set of KPIs, and when engaging Dreem Coaching & Consulting as an external auditor, we will thoroughly review your KPIs and make any recommendations in line with your goals. 17) Do you currently have KPIs in store for your team?(Required) A - Yes, we have set KPIs for each team member based on their role and responsibilities. These KPIs are reported on and regularly reviewed at our team meetings. B - Yes, we have set Team KPIs. These KPIs are reported on when we feel there is a problem and will then review and discuss at our team meetings. C - We don’t have set KPIs but we tell our team what we expect of them in their roles and they know they have our full support. ACTION: Congratulations! You can gauge how well each team member is performing. This keeps you agile and ensures that you are delivering to your customers’ needs and business goals. Make sure you keep adapting to the changing market and always celebrate the wins! ACTION: You are on the right track. Consider setting KPIs per function/role. Reporting on a consistent basis and sharing the results regularly with the team, with the view of ‘review and revise’ and celebrating the wins. ACTION: It's important that you set and design KPIs for your team members based on your goals and then communicate them clearly across the business. When people know and are responsible for their own KPIs, it ensures that the business's overarching goals are top of mind. Be sure to track, review and revise with your team at your regular team meetings. Celebrating your wins will do wonders for motivation levels in your pharmacy. F) Companion Product Kit There is a fear that by offering extra items, you look like you are pressuring the customer to buy products. However, selling a companion product isn’t necessarily about upselling, it’s about making sure the customer goes home with everything they need. Not only does companion selling generate more sales for the pharmacy, but it also improves health outcomes for customers. By suggesting companion products, you are showing that you care and are concerned about the customer. 18) Is there an agreed list based on Top 20 products for both OTC and dispensary that the team offers a companion product?(Required) A - Yes, we have an agreed list and we have printed copies in the dispensary, back of house and at checkouts (always out of customer view). Our team actively offers these companion products. B - Yes, we go through the top products at monthly meetings, we don’t have a list printed though. We sometimes remember to offer the companion products when prompted. C - No agreed list. We expect the team to do this but leave it up to them to offer products when appropriate. ACTION: Fantastic. Keep this up and make sure you update the Top 20 list every month or quarter to keep it top of mind and adapt to each season. You are creating the right habits for better adherence, and therefore better health care outcomes. ACTION: Great work on the list. Remember, consistency is key. Make sure you have the list printed and placed around the pharmacy to prompt the staff. Examples include offering a probiotic with antibiotics, offering tissues, lozenges, or hand sanitiser if the customer is sick. Updating this list is crucial so that we adapt to the seasons and predict what our customers’ most common needs will be. ACTION: Missed opportunities! Focusing on companion products is adding value to your customer experience whilst increasing your basket size. Make this a priority to create a Top 20 list and share with your team at your weekly meetings. Being consistent is the key to success. 19) Is there one final product being offered at checkout?(Required) A - Yes. We always ask if they need anything else and then offer the weekly item that is located at the checkout counter. This item is discussed and agreed to in advance as part of our weekly meeting. B - We often ask if they need anything else and sometimes think to offer a product that’s nearby, but we have no real process of a weekly promoted product at the register. C - We don’t want to bother our customers at the checkout. We aim to make the process as quick as possible. ACTION: Amazing! Keeping this consistent will help keep your basket size up and customers happy. ACTION: We suggest having a weekly promoted product for the register staff, that is agreed to at the start of each week. Have this process in place and act on it. ACTION: You are missing the opportunity to add value to your customers, and you are missing a sales opportunity. Pick a product that will add value to your customers that is of relevance to the season or week and get the team to ask each customer before they pay. G) Professional Services Expanding business opportunities through the expanded scope of practice pharmacists are committed to providing better patient care through expanded services. Budget and policy changes in recent years have been driving changes in retail pharmacy. This has allowed pharmacists to take on an expanded scope of practice, delivering services such as vaccinations, patient consultation, medication reviews, sleep apnoea, mobility aid, baby care, delivery service, webster packing, and diabetes care. As the scope of pharmacists’ practices expand to provide more services to help meet the demand for convenient, accessible, and cost-efficient healthcare services, it also introduces an important new revenue stream for pharmacy businesses which have seen a decline in traditional dispensing revenues. 20) Are the expanded professional services you offer advertised and promoted well?(Required) A - They are very well advertised on our website, in store, out the front of store, and we distribute flyers to our local doctors’ surgeries, community centres, and shopping centres. Our staff are constantly offering the services to the right patients. B - We have clearly defined areas for each service we provide. When a patient comes in it is very easy to see what is being offered. We have brochures and displays available around the store. C - We have them on our website. ACTION: Congratulations. Keep celebrating your wins with the whole team. This is an area that needs to continuously be reviewed and revised based on the market dynamics. ACTION: You are on the right track. Consider promoting these services to doctors’ surgeries, community centres, shopping centres, and even other pharmacies that don’t offer these services. Make sure your team is offering your professional services to the right patients at the dispensary. ACTION: Promoting all your professional services helps you stand out as a valuable health care provider. Consider promoting these services in store as well as in local doctors’ surgeries, community centres, shopping centres, and even other pharmacies that don’t offer these services. Make sure your team is offering your professional services to the right patients at the dispensary. Your team will need training and agree to the expectations that will follow.