In this episode of the Pharmacy View Podcast, host Scott Carpenter, EVBC, has an exciting conversation with Lucy Walker, Owner of Terry White Chemmart Pharmacy, Goondiwindi. Listen in as the two of them chat about how technology can be used to increase efficiencies across the Pharmaceutical Industry with the goal of better serving the health needs of community members.
Born and bred in Brisbane, Lucy moved to Goondiwindi for love. Based on her experience, Lucy believes that in a place like Goondiwindi, where everyone knows and looks after one another, working as a Pharmacist can be rewarding. She adds that the place has been supportive of embracing innovation and has allowed her to try new things.
Then she goes on to talk about the three major technologies in use in the Pharmacy:
- Spenser the Dispenser – BD Rowa™ – dispensing robots & digital selling solutions
The business has been using Spenser for close to five years now. Lucy says that doing so has saved them time and effort. In addition to being able to multitask and prioritize tasks better than humans, Spenser has also been a draw card for the Pharmacy as people like to see a robot in action.
Lucy’s advice for anyone looking at using a robot in the Pharmacy is that they go for the best available technology and also one that is bigger than what one would expect because businesses always tend to get busier and grow.
- Bister Bill – Home – Synergy Medical (synmedrx.com)
Lucy is a Churchill Fellow, and that fellowship allowed her to explore global innovative Pharmacy practices. She was rather impressed by how blister packing was done in Canada and so brought the technology to her Pharmacy.
Lucy says that blister packing technology has sped up the process and is much more accurate than humans. She says that what would otherwise take a week, takes as little than half a day with blister packing. She adds that a blister pack, however, is just a tool or a conversation starter with a patient who has a medication adherence issue.
Lucy’s advice to anyone looking to use Blister Packing is:
- Do the sums and think about where your passion lies. If Blister Packing is where your passion lies, go ahead and become the best at using it.
- Otherwise offload the task to someone who specializes in Blister Packing because it is a process and requires a lot of time and effort to implement.
- Drones – Home – Swoop Aero
Drones are the most recent addition to Lucy’s team where trials have been ongoing for longer than expected because of Covid. The drone, as Lucy says, offers a really good solution for common problems in Goondiwindi, flooding and the tyranny of distance.
Earlier, people would have to carry their paper scripts and walk up to a Pharmacy and collect their medication—either walk in themselves or ask or friend to collect it for them; sometimes even ask that Australia Post does the service. Things have changed now. There are e-scripts, and then there are drones. Even though licensing can be tough Lucy hopes that more and more people use it so that it becomes cheaper in the long run and more benefits are reaped—as in many other countries where the use of drones is more common and where it has a wider area of coverage.
Recruitment is a major issue in the Pharmaceutical industry currently and Lucy hopes that the prospects of working in the rural Pharmacy with an added incentive of working alongside robots might be a good place to start for locums.
Lucy jokes that if only robots could reproduce, she’d be happier. Robots do not ask for Maternity leave and do not have mental breakdowns. And when managed properly, robots can save time so that humans in the business can focus on what matters—consultations with patients/customers. Lucy sees much value in customer conversations and being able to delegate tedious tasks that a human would love to complain about.
Topics Covered
- Being a Pharmacy owner in Goondiwindi
- Spenser the Dispenser
- Blister Bill
- Drones
- The advantages of using technology in Pharmacy
Key Quotes (Time Stamps)
- “It is not closed like a lot of small country towns or what you think a country town would be like because we really embrace innovation. So, it has actually allowed me to try new things in a really supportive environment.” (2:25 – 2:38)
- “We service a community that is within about an hour half of our town. So, people come to us for our Dentist or even for their Pharmacist. So, it’s really great when you’ve got a hub, and that just draws everyone from far and wide to us.” (3:54 – 4:12)
- “I have always said that all my Pharmacists seem to go on Maternity leave, and I’ve only been very happy for my robots to reproduce as well.” (5:36 – 5:44)
- “Spenser has definitely saved us a lot of time and effort. And it’s still a real draw card for our Pharmacy. So, people will still come in and stand there watching the robot working and even today just had someone go, Wow! What’s he doing? He’s putting away stock and also outcomes in it.” (5:58 – 6:13)
- “I always think robots are there to do the jobs we don’t like to. And anyone who’s going to do my shelves and not complain about it, and check my expiry dates, is worthwhile.” (6:20 – 6:29)
- “Now that I’ve come across a little bit of technology, if anyone is looking at it, I’d always say, go for the best available and go for bigger than what you’d expect you are going to need on the current figures that you’re doing. Because you’ll always get busier and grow. Particularly when you can do your services better because you’ve got the technology behind yourself.” (6:50 – 7:11)
- “I know a lot of Pharmacists, and they are all looking for another Pharmacist.” (8:43 – 8:36) – Scott Carpenter
- “You know what? It hasn’t asked for a holiday. It hasn’t had a mental breakdown. And we’ve all been struggling but being able to have someone there helping has been fantastic.” (9:04 – 9:15)
- “Just having something there that speeds up the process and is a whole lot more accurate than my humans doing all of it has been fantastic.” (14:43 – 14:54)
- “Do the sums and think about where your passion lies. And either get in there and be the best blister packing and be known for it. Or, actually just make sure that you give that role that sucks up a lot of your time and effort within your Pharmacy to someone who specializes in it. And, in fact, then, leave you to have those important conversations with your patients.” (19:07 – 19:32)
- “The name actually, for every piece of technology we’ve ever had has always gone out to vote within our community and actually gives them a personalized technology. I think that’s actually very important thing to do within it. The customers enjoy it, the staff enjoy it too.” (21:20 – 21:37)
- “In the past, it would have been—I’ll come into town later, or I’ve got a friend coming through, can they pick it up for me, or can you put it on Australia post and hopefully it will get to me in a few days’ time. But now, we’ve got the option of the drone.” (24:27 – 24:42)
- “A key pillar of our Pharmacy or our motto is – We care for ourselves, each other, our customers and our community. And it’s in that order.” (30:34 – 30:40)
Social Media Clips (Time Stamps)
- It’s rewarding to be a Pharmacist in Goondiwindi / Being a Pharmacy owner in Goondiwindi (1:37 – 2:38)
- Spenser the Dispenser (5:23 – 7:44)
- Blister Bill (11:18 – 14:54)
- Blister Bill Vs humans (17:08 – 18:23)
- The two options (18:34 – 19:32)
- The No-Name Drones (20:40 – 28:11)
Useful Links
email: lucywalkerpharmacy@hotmail.com
Lucy Walker Pharmacy TerryWhite Chemmart Goondiwindi | Facebook
BD Rowa™ – dispensing robots & digital selling solutions
BD Rowa Australia: Overview | LinkedIn
Home – Synergy Medical (synmedrx.com)
Synergie Médicale / Synergy Medical: Overview | LinkedIn
Swoop Aero: Overview | LinkedIn
Scott Carpenter, EVBC | LinkedIn
Shopfront Solutions: Overview | LinkedIn
Aerion Technologies: Overview | LinkedIn
Aerion Technologies | Helping Non Techs Build Better Tech
