At the C+D awards 2011 Peter Buckley's pharmacy was selected as winner of the national award for pharmacy of the year because of excellence in innovation and customer service, while Peter himself was a runner-up in the business leader of the year category.
The positive results of Peter's investment in the pharmacy are clear to see, as the leading-edge dispensing robot, spacious retail area and friendly atmosphere have combined to prompt a doubling of over-the-counter (OTC) sales and a 20% increase in dispensed items. Technological advances, which include a headset telephone service, have enabled pharmacy staff to spend more time with customers.
Two dispensers are stop-smoking advisers and health trainers, while a pharmacist is always present on the counter to offer advice, MURs (medicines use reviews) and other enhanced services. The pharmacy puts an emphasis on patients and includes a television and children's play area to improve their experience.
What the judges said: "This pharmacy refit demonstrates clearly how a focused vision, a clear attempt to differentiate and focusing on patients can deliver exceptional uplifts in scripts and sales."
After years of research into robotic dispensing technology, which included a visit to a pharmacy in Holland, Peter has finally realised his ambition to own the most hi-tech pharmacy in the northwest of England. His pharmacy now incorporates Willach's CONSIS B dispensing robotic system as well as the CONSIS Labelmaster technology to streamline the daily dispensing process and to deliver superior healthcare to the community.
Summing up the approach and the resulting impact, Peter said: "While we were designing our new pharmacy, Willach gave us outstanding support from the planning stage through to implementation. The CONSIS robot enables us to serve customers using a modern forward-dispensing process. As a result, the pharmacy manager and pharmacy technicians can spend much more time at the front counter with the customers. Customers are served quickly and in a more personal way. The Consis Labelmaster labels the packs in a fully automated, error-free process. The Willach solution saves us time and has enabled us to significantly increase customer satisfaction."
Peter Buckley Pharmacy, 34 King Street, Clitheroe (Lancashire) BB7 2EU, tel. 01200 422961
Willach UK Ltd, Concorde House,Trinity Park, Solihull, Birmingham B37 7UQ
tel: 01216 355 025, e-mail: firstname.lastname@example.org