Since registering as a pharmacist, Naz has owned a pharmacy for 15 years, been a pharmacy manager and area manager at a national multiple, where she won an award for her ability to improve stores, and is now two years into her role at Avicenna, where she is sharing her experience and knowledge with independent pharmacies

 

What does your role entail?

My role entails developing the Avicenna branch pharmacies both professionally and commercially, with the aim of sharing as much knowledge as I can with our independent members to help them develop their own pharmacies. I also work with the retail team to identify new acquisitions and create opportunities to work cross functionally with CCGs, GPs and the local area NHS teams. Recently I have worked with a GP to support one of my pharmacists through a prescribing course, which will enable her to build our business. Patients are at the centre of all of my thinking – we need to focus on them to deliver a pharmacy offering that is truly world class.

A typical day involves answering members’ queries, ensuring that the pharmacies are operating safely for our patients and that they are following the GPhC regulations, as well as making sure the pharmacies run efficiently to ensure that the company’s objectives are met.

What do you enjoy most about your role?

Coaching and motivating the pharmacy team to deliver the best possible standards of care for our patients.

What are the biggest challenges for you?

Ensuring that the pharmacies are profitable for shareholders by controlling costs but not compromising patient safety or jeopardising the Avicenna brand is one of my biggest challenges.

What are the biggest challenges facing pharmacy at the moment?

The biggest challenges facing pharmacy are not only regulatory, but commercial too. Regulatory-wise, the GPhC is ensuring that patient safety is not compromised – the new public ‘Trip Advisor’ style reviewing system can leave pharmacists very vulnerable to unfair criticism. At Avicenna we help our members to manage these anxieties.

Commercially, the CCGs are still figuring out how to run themselves and how to collaborate with other healthcare professionals, including pharmacists. We really need to fight to get ourselves noticed and recognised as credible providers. At the same time we are facing reductions in our dispensing payments, so we have to be clever when it comes to optimising our income.

How is Avicenna supporting its members through these challenges?

Avicenna supports its members by developing services for the future – for example, by collaborating with local NHS area teams and private companies to create services such as flu training and PGDs. We recently developed a GPhC inspection toolkit and support members with a comprehensive CPD programme.

How are the roles of pharmacy teams developing within independent pharmacies?

I am a believer in enabling pharmacy support staff to have the confidence not just to liaise with and counsel patients, but also with GPs and other healthcare professionals. Behind every successful pharmacist is a cohesive pharmacy team. Team roles need to be developed to support the pharmacist so that the best care is delivered to the general public. In my experience, staff who have frontline roles in delivering health checks and raising awareness of public health issues are very motivated and trusted by patients.The days of being just a cashier are a distant memory – thank goodness!

How can pharmacy teams help their pharmacy to thrive?

Forging outstanding relationships with patients is essential for a successful pharmacy. Embracing the healthy living pharmacy (HLP) concept and taking their knowledge to the wider community means that pharmacy teams will raise awareness of their pharmacy’s health offering to drive increased footfall.

What does the future hold for Avicenna?

Avicenna will always be about supporting independent pharmacies to survive and thrive. By growing the Avicenna Pharmacy retail group, we will continue to build shareholder value and share the best practices with our members to help improve their businesses.

And finally, what would you be doing if you weren’t working at Avicenna?

I’d love to take some time out and sail around the world with my family. Fortunately, seasickness is not a problem for me, but if it was, I would know what medication to take!