Dreem Pharmacy Self Audit Questionnaire

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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.

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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)
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2) Do team members wear appropriate and professional bottoms i.e. skirts and pants?(Required)
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3) Do team members display great body language and approachability? How is this measured?(Required)
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4) Does the team work well together?(Required)
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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)
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6) Is the team aware of their surroundings and who is doing what?(Required)
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7) Productivity – is the team working efficiently and effectively? Are they working at a good pace and taking initiative?(Required)
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8) How much time is spent with patients when they are in your pharmacy?(Required)
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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)
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10) Is the team offering a total health solution or just supplying a customer request?(Required)
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11) Are team members enthusiastic, empathetic, warm, inviting, and professional?(Required)
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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)
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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)
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14) What is the lighting quality like in your pharmacy?(Required)
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15) How well is your pharmacy layout?(Required)
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16) Does your pharmacy have a strong display?(Required)
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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)
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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)
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19) Is there one final product being offered at checkout?(Required)
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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)
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