Welcome to Pharmacy View – Technology in Pharmacy Business Podcast Series where we provide regular interviews with Pharmacists and key industry people within the Australian Pharmacy and associated industry. In each podcast we look to discuss aspects of Pharmacy operation and how technology is improving or interacting with each guest’s current role or Pharmacy related business.
E06 - Cyber and Data Security in your Pharmacy business with Richard Manthey
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.”
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
Lastpass: http://bit.ly/2Z97V1f or www.lastpass.com
Shopfront Solutions: www.shopfrontsolutions.com.au
The ongoing development of technology and apps in the pharmacy world with Roger Kluth
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.
● 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: firstname.lastname@example.org
Pharmacy View E04 - Digital Prescription Delivery with myMedKit - Joe Zhou
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?
● 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.
● “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:
● Email email@example.com
E03 - Team leadership & Customer service training in a socially distanced world with Roger Simpson
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.
● 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
● “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)
E02 - Amazon, Ads, and the Algorithm with Time Shelton
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.
● 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.
● “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)
E01 - Increasing dispensary efficiency through e-scripts with David Washbourne
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.
● 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
● “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: