How To Continue to Thrive in the New Normal: Tips for Pharmacy Owners

Jennifer Shannon: Hi, everyone, my name is Jennifer Shannon. I'm a clinical pharmacist and owner of Lily's Pharmacy in Johns Creek, Georgia, and a proud member of AmerisourceBergen Good Neighbor Pharmacy. And I am super excited to be here today to talk to you about the stage that independent pharmacy has been placed upon over the last year and a half.I am so, so proud to be an independent pharmacy in my community. And I'm even more proud of my colleagues across the country who have showed the world how vital our care and our services are to our community. And I think it's safe to say that never before have we been placed in such a spotlight.

Across the country, we're patient see everywhere that independent pharmacists are caring for their community, not only during the pandemic, but always in a at a different level. And I think now is also the time for independent pharmacies to really take the time not to capitalize, but to make sure patients understand all the services you provide, and how well you provide them. And even more importantly, how much you care. And I think anybody that's listening to this right now could shake their head and say, you care all day every day about your patients.

So, I wanted to give you a few tips today on how you might be able to enhance that communication with patients who are coming to your pharmacy, maybe for the first time just for a vaccine, maybe it's just because they're walking through the door, and they've never been there before. But if you're not touching them in a different manner than you normally are, you're missing out on an opportunity to show even more people how much you care.

One thing that I wanted to impart on you today is the importance of making patient connections and being present and active as much as you can. So, during our mass vaccination clinics, we really made it a point to show patients in our community, the village that it takes to make our pharmacy move.

And so, when patients would come to get their vaccine, they would first meet my dad who would direct them where to park, then they would meet my mom who was giving vaccines, and then they would meet me and what I would do when I would get to the patient, sometimes, not only would I give them a vaccine, but I'd also give them a letter thanking them for coming to our pharmacy. And one thing that a lot of people have told me that struck them was I kept saying thank you for coming today, I hope you can be here for us the same way we are for you today.

So, make sure that you're active, you're present, and you're putting your smiling proud face out there for patients to see and know another thing I like to say is make it personal. You know, I mentioned that my whole family was involved in our vaccine program. It wasn't just our family, but it was our friends, it was our kids, teachers, it was everyone in the community came out to help us. And not only were they just here giving vaccines or helping run tickets out to cars, but they were telling those people why they love our pharmacy.

So, when I say make it personal, don't just make it personal, because you are there, but make it personal with the people around you that support you. So maybe it's your whole pharmacy team. Maybe it's your family, and then make those connections with people in different ways.

So, I think it's really important to remember our place in our community. It's not just to hand out medicine, but it's to be here at a different level. And I think that this covid 19 pandemic has brought a whole new level of need for personal touch. So, find your personal touch and make it personal.

And finally, if you're not involved actively in a legislative manner, it's time but I would imagine many of you are involved. And so, I think it's really important to communicate that to your patients. So, take this opportunity, seize the moment, and make sure patients understand how awesome your care is. Not just today, but every day. Thank you.