When You Grow People, You Grow Business
In this episode of Pharmacy View Podcast’s Pharmacy Career, Resource & Training, host, Kavita Nadan, Pharmacist, and Founder at Locumate, is joined by Chantelle Turner, a Pharmacist Leadership and Business Coach at TURN Pharmacy Leadership. The two talk about the importance of being self-aware to help oneself and others in the community, the need to develop high-performance culture, and how emotional intelligence and authenticity will be at the core of Pharmacies of the future. 
Chantelle, as both a Pharmacist and a Pharmacist Leadership Coach, wants to help people grow their leadership skills to become more confident, positive, and resilient for themselves and for others in the community. Chantelle reminisces that there were two important factors that encouraged them to pursue coaching for Pharmacists:
•	One, Chantelle started in the Pharmacy at a young age and for people to take them seriously they needed to gain trust from their team and also the community. Chantelle found that leadership skills and being able to communicate effectively was at the core of that. 
•	Secondly, when Chantelle got a Pharmacy Manager’s job they realized that even though the store was doing fairly well, there was a level of disengagement in the team members. Chantelle’s leadership coaching was meant to help do away with that sense of disengagement.
Overall, what Chantelle came to understand pretty early on was that the problem did not lie with the technical skills in the Pharmacies but in the life skills of the people who were running the Pharmacies. It had more to do lack of trust, confidence, self-worth, and the intrinsic belief that they could do something more than what they were already doing. Chantelle then realized that by helping Pharmacists they were able to create a ripple effect as those Pharmacists would then show up and communicate with others and teach them how they could positively influence themselves and the people around them. 
Those coaching, Chantelle has been able to help people get out of their own way and tap into what they already know to make the difference in themselves, their workplaces and their communities. 
Chantelle leans in heavily on the importance of being emotionally intelligent and self-aware as a Pharmacist. Being self-aware helps with taking control of how one wants to show up in the society as opposed to being on the backfoot and only ever reacting to whatever is in front. 
Talking about the values that guide Turn Pharmacy Leadership, Chantelle emphasizes how the business is an extension of who they are as a person. And so, the values are:
•	Mastery
•	Growth
And they explain how TURN is an acronym for TRUST, UPSKILL, REIGNITE, NURTURE—all of which underpin their virtues. Chantelle adds how it is about both technical as well as life skills because when you grow people, you grow business. 
Moving on to learnings, Chantelle emphasizes the following as being the forerunners:
•	Trust the process (you are where you need to be)
•	Focus on internal wins and external wins will follow
Chantelle furthers the role that mentors and coaches play in lives of people. These people are needed to help us step out of our comfort zones and look at things from a different viewpoint. They even call a coach a mirror—a neutral surface that not only reflects and highlights the parts that we are not seeing but also those that we are choosing to ignore. As they rightfully say, coaching is not about massive epiphanies but instead about making small changes. 
When asked about the Pharmacist of the future, Chantelle highlights that they need to have the following skills:
•	Emotional intelligence
•	Authenticity
Chantelle’s lifelong mission remains to connect with anyone and everyone in the Pharmaceutical Industry and help them become emotionally intelligent, confident, positive, and resilient by imparting them the needed knowledge and tools.

Ep 65 Chantelle Turner With Kavita Nadan

In this episode of the Pharmacy View Podcast, host Scott Carpenter, EVBC, interviews Carolyn Rimmer, National Training Specialist at Sigma Healthcare. Listen to this episode to discover the secrets to thriving in the evolving world of pharmacy and the critical role of training, even amidst unprecedented challenges.

Carolyn is a seasoned Pharmacy professional with a rich history in the field. Carolyn's journey began in Community Pharmacy, where they honed their skills over two decades with a well-regarded pharmacy family in Brisbane, Queensland. After starting a family of their own, Carolyn decided to transition from retail Pharmacy into training within the Pharmacy industry. Their love for training and mentoring Pharmacy assistants drove their career shift, leading them to obtain a diploma and eventually join the Queensland Pharmacy Guild. There, they gained valuable insights into compliance and opportunities within the Pharmacy world.

Carolyn emphasizes the critical role of training in the Pharmacy industry, particularly in the context of the challenges brought on by COVID-19. They highlight how the pandemic disrupted traditional companion selling, which involves providing customers not only with the products they need but also valuable lifestyle tips. Due to the constraints of the pandemic, Pharmacies had limited interaction time with customers, resulting in a gap in the training of new Pharmacy professionals. Carolyn suggests that as the industry evolves, focusing on companion selling and upselling will be crucial for Pharmacies to maintain profitability and customer loyalty, especially with changes on the horizon.

Carolyn also discusses the impact of 60-day dispensing on patients and Community Pharmacies. They highlight that while patients on regular medications may benefit from the convenience of less frequent visits, there's a concern that some patients may misinterpret the option and skip Pharmacy visits entirely. Carolyn emphasizes the vital role of Community Pharmacies as a social link within the community and the importance of maintaining strong connections with patients. They also acknowledge that COVID-19 underscored the essential nature of Pharmacies in the community and the loyalty that patients have towards them, calling for Pharmacies to harness and build upon that loyalty.

Carolyn concludes by stressing the importance of continuous upskilling in the Pharmacy industry, highlighting that trained and upskilled staff lead to solid business, increased profit, customer loyalty, and staff retention. Their insights provide valuable guidance for aspiring Pharmacy professionals and established industry experts, emphasizing the significance of training and adaptability in today's evolving healthcare landscape.

Companion Selling Crucial for Pharmacies to Maintain Profitability and Customer Loyalty

In this episode of PAGCAST, a stream of Pharmacy View Podcast that provides regular interviews with Pharmacy leaders, entrepreneurs, and members of The Platform Alliance Group, host Melody Mugari welcomes Veronica Nou, Pharmacist Proprietor at Colyton Centre Pharmacy and Morris Care & Advice Pharmacy. Listen to the episode to catch up on Veronica’s inspiring journey and understand how she has been transforming Community Pharmacy through compassion, advocacy, and holistic care.

Pagcast EP 3 Unveiling the Heart of Community Pharmacy

In this episode of the Pharmacy View Podcast, host Scott Carpenter, EVBC welcomes John Shanks, the Lead Pharmacist for Antimicrobial Stewardship at the Far West Local Health District and the Director of Kraken Coding. Listen in to understand John’s journey from Pharmacy to tech and how they create groundbreaking solutions for clinical decision support.

John's journey in Pharmacy began in Lithgow, with their education at Newcastle Uni, where they pursued a master's degree in Pharmacy. They ultimately chose to focus on Hospital Pharmacy, starting with an internship at Coffs Harbor Base Hospital and eventually settling in Darwin.

John's passion for leveraging technology in healthcare led to their involvement in IT and developing innovative tools for identifying critical patient issues. They even pursued an IT master's degree to further their skills. John's project to create structured pathways for pharmacist prescribing garnered attention. In the episode, they also discuss their vision for improving decision support in healthcare. John’s innovative platform simplifies the creation and sharing of clinical decision support pathways, emphasizing collaboration and customization. 

John also explores their latest project involving the development of a chatbot for pre-triaging patients, making healthcare interactions more accessible and user-friendly. John's platform offers comprehensive solutions for managing patient interactions, ensuring accountability, and fostering better decision-making in the clinical community. They express their contentment with their project's progress and invite collaborators who share their passion for improving healthcare decision support in Australia.

In summary, John Shanks is a trailblazer in healthcare decision support, merging their Pharmacy background with innovative technology solutions to enhance patient care and streamline clinical processes.

EP 83 - Pharmacist Turned Techie, John Shanks, Revolutionizes Healthcare

Note: The views and opinions expressed by Jessica Coppla in this episode are solely their own and do not necessarily reflect the official stance or views of CVS Health. The content discussed represents Jessica's personal experiences and insights garnered throughout their remarkable career journey within the healthcare industry. CVS Health is not responsible for the content discussed during this podcast episode.

In this episode of the Pharmacy View Podcast’s Rx to Riches stream, host Michael Alexander, a Pharmacist, entrepreneur, digital health enthusiast, Co-Founder of Audrie, and the Regional Vice-President of Health Plans at Omada Health is joined by Jessica Coppla, Director of Omnichannel Merchandising Center of Excellence, CVS Health. Listen to this episode to explore Jessica's incredible journey from a high school cashier at CVS to a healthcare leader and delve into the evolving landscape of healthcare, omnichannel strategies, and the future of the pharmacy industry. Discover how CVS Health adapts to meet the diverse needs of patients across generations in this insightful conversation.

Jessica starts by talking about their inspiring career journey within CVS Health, starting as a high school cashier and evolving into various roles spanning Pharmacy product development, store operations, supply chain, logistics, merchandising, and e-commerce. They discuss the dynamic changes in healthcare and Pharmacy over the past 18 years, highlighting the shift towards comprehensive healthcare services in Pharmacies.

Jessica then explores the concept of omnichannel in healthcare, emphasizing the importance of meeting customers' diverse needs and preferences. CVS Health's strategy involves offering convenience through various channels, whether in-store or online, to cater to individual customer preferences. They also address CVS Health's differentiation strategy in the face of competition, leveraging both physical and online presence to provide accessible healthcare.

The evolving preferences of different generations in healthcare, the significance of omnichannel retailing in the digital age, and the expanding role of Pharmacies in providing healthcare services during the pandemic are discussed. Jessica also delves into the challenges of maintaining customer loyalty among younger generations and shares insights into CVS Health's preparedness and lessons learned during the early days of the pandemic.

Lastly, Jessica emphasizes key principles for organizations of all sizes, including agility, effective communication, boots-on-the-ground leadership, and the importance of meaningful KPIs and analytics. They stress the need for simplicity in using metrics and highlight the significance of innovation at the store level, driven by necessity and real-world testing.

EP 84 - Pharmacies as Healthcare Hubs: CVS Health's Pandemic Pivot

In this episode of the Pharmacy View Podcast’s Rx to Riches stream, international host Michael Alexander, a Pharmacist, entrepreneur, digital health enthusiast, Co-Founder of Audrie, and the Regional Vice-President of Health Plans at Omada Health, interviews Aryo Mehrabi, Pharmacist and Owner, Teeswater Pharmacy. Aryo's story, from growing up in Iran to retraining as a Pharmacist in Canada, highlights resilience, entrepreneurship, and the pursuit of the American dream, or rather, the Canadian one.

Aryo shares their experience growing up in Iran, where career choices were influenced by challenging university entrance exams. They chose Pharmacy due to its respected status in Iranian society. Upon arriving in Canada, Aryo faced challenges re-establishing their Pharmacy career, highlighting the rigorous preparation and exams required to become a Pharmacist in Canada.

Aryo discusses their determination to become a Pharmacist in a new country while balancing family responsibilities and adapting to a different culture. They emphasize the scarcity of mentorship and support for immigrant Pharmacists, reflecting on their challenges, including finding clinical experience and the need for more accessible mentorship. Personal aspects that influence success in the Pharmacy profession are explored. Aryo acknowledges the impact of interpersonal skills and teamwork, reflecting on their journey and how personal dynamics can affect the profession.

Aryo shares their unconventional path to success by opening a Pharmacy in a small town, overcoming skepticism, and thriving through community engagement and determination. They highlight factors such as convenience, community pride, and financial advantages contributing to their Pharmacy's success in a rural area.

Aryo's story also includes experiences with opening multiple Pharmacies, lessons learned, and the impact of unexpected events like the COVID-19 pandemic. Their commitment to giving back and helping aspiring Pharmacists succeed is a central theme, inspiring immigrants looking to succeed in their new homeland.

In summary, Aryo Mehrabi's journey from Iran to becoming a successful Pharmacist in Canada is a testament to determination, community engagement, and the importance of mentorship and support for immigrant Pharmacists. Aryo's advice for aspiring Pharmacy owners emphasizes the need to be realistic, embrace the local lifestyle, and differentiate themselves to succeed in small-town Pharmacy practice.

Ep 85 From Iran to Canada: Aryo's Pharmacy Career

In this episode of Pharmacy View Podcast’s Full Scope Pharmacy Leadership stream, host, Chantelle Turner, a Pharmacist Leadership and Business Coach at TURN Pharmacy Leadership, is joined by Sherri Barden, Pharmacist and Asthma Educator at Moama Village Pharmacy. Listen to this episode to explore the transformative journey of implementing specialized fee-for-service asthma and hay fever clinics, uncovering the challenges and triumphs that shape the evolving landscape of patient-centered Pharmacy care. And also discover the power of empathy, community engagement, and strategic communication in fostering meaningful connections and driving impactful change within the Pharmacy sector.

With over three decades in Community Pharmacy, Sherri has developed successful fee-for-service asthma and hay fever clinics and consults with other Pharmacies to implement similar programs. Growing up in a small farming community near Moama, New South Wales, Sherri's passion for improving patient understanding and adherence to medication led them to establish asthma and hay fever education clinics and provide consultancy services for respiratory medicine in other Pharmacies.

Despite challenges, including patient reluctance and staff mindset shifts towards paid services, Sherri remains committed to proactive patient education and effective healthcare services, emphasizing the crucial role of communication and staff empowerment. They share insights into the strategic implementation of fee-for-service models, tailoring approaches to individual Pharmacy capacities and staff comfort levels. Sherri highlights the importance of community engagement and effective marketing strategies to promote clinic services, emphasizing the impact of patient relationships and community engagement on Pharmacy success.

Additionally, Sherri provides valuable insights into creating and implementing effective hay fever and asthma clinics, stressing the significance of utilizing resources from organizations such as Asthma Australia and the National Asthma Council. They emphasize the importance of proper medication usage, technique, symptom monitoring, and the potential for cross-referrals to other Pharmacy services. Sherri also underlines the importance of transparency and patient consent in creating an ideal Pharmacy environment, as well as the powerful role of empathy in fostering Patient-Pharmacist relationships and cultivating a compassionate work environment.

Breathe Easy: Fee for Service in Respiratory Healthcare with Sherri Barden

In this episode of PAGCAST, a stream of Pharmacy View Podcast that provides regular interviews with Pharmacy leaders, entrepreneurs, and members of The Platform Alliance Group, host Melody Mugari welcomes Kristina Fox, Community Pharmacist, and Pharmacy owner, Complete Care Pharmacy, Rosny Park. Listen to the episode to understand Kristina's journey in reshaping the Pharmacy landscape and her innovative approach to revolutionizing patient care and accessibility.

Pagcast EP 4 Revolutionising Pharmacy Care: The Complete Care Approach

Note: The content discussed in this episode includes references to experiences involving mental health challenges, including thoughts of suicide. Please be advised that the following conversation may be sensitive and triggering for some individuals. If you or someone you know is struggling, please reach out to a mental health professional or contact a helpline for support. Remember, you are not alone, and help is available.

In this episode of Pharmacy View Podcast’s Full Scope Pharmacy Leadership stream, host, Chantelle Turner, a Pharmacist Leadership and Business Coach at TURN Pharmacy Leadership, is joined by Ilwoo Park, Pharmacist Manager at Oatlands Pharmacy. Ilwoo is a dedicated Community Pharmacist renowned for her work in rural Pharmacy. Ilwoo not only owns a Pharmacy but also takes an active role in mentoring and guiding the next generation of Pharmacists, aiming to enhance the quality of their practice. She shares her journey from Korea to Australia, overcoming language barriers and academic challenges, ultimately establishing herself as a respected Pharmacist in Oatlands, Tasmania.

Ilwoo's account emphasizes her resilience during her challenging seven-year intern experience, where she faced resistance and hostility from colleagues while striving to gain mastery of Pharmacy tasks. Despite contemplating leaving the field, her determination and the support of the Pharmaceutical Society of Australia (PSA) propelled her to eventually pass the exam and secure a position as a Pharmacist in Tasmania. Her emotional struggles and efforts to improve her English fluency through confrontational dialogues reflect her dedication to personal and professional growth.

Throughout her career, Ilwoo emphasizes the importance of responsibility, advocating for a holistic approach to Pharmacy practice. She highlights the significance of proactive patient care, effective communication, and the necessity of taking personal accountability for one's actions and decisions. Her reflections shed light on the challenges faced within the Pharmacy environment and underscore the crucial role of Pharmacists and assistants in ensuring patient safety and promoting effective medication management.

Ilwoo's dedication to bridging the gap between friendliness and assertiveness within the workplace stands as a testament to her commitment to mentorship and excellence in Pharmacy practice. Her story serves as an inspiration for aspiring Pharmacists, encouraging them to strive for continuous learning, professionalism, and a customer-centric approach in the field of Pharmacy.

Ep 87 - From Korea to Tasmania: A Pharmacist's Challenging Journey

In this episode of Pharmacy View Podcast’s Full Scope Pharmacy Leadership stream, host, Chantelle Turner, a Pharmacist Leadership and Business Coach at TURN Pharmacy Leadership, engages in a dynamic conversation with Marta Stybowski, Pharmacist, Director & Founder of Fusion Health Space, and Director of Friendly Pharmacy (Vic).  In this episode, Marta shares their extensive experience in Community Pharmacies, talks about their passion for redesigning Pharmacy spaces beyond conventional norms, emphasizes the holistic approach to design, and offers valuable insights into the complexities of optimizing physical environments for operational success. Join the discussion as they explore the unique challenges of Community Pharmacies, the importance of tailored design solutions, and effective communication strategies for project success.

Marta's passion lies in redesigning Pharmacy spaces, moving beyond conventional floor plans. They emphasize a holistic approach to Pharmacy design, considering operations, people, and functional aspects. With over ten years of diverse experience in Community Pharmacies across different locations, Marta shares their journey, including pursuing an MBA and working as a Consulting Pharmacist. This journey eventually led to the founding of Fusion Health Space, focusing on workflow and operational consulting.

Marta highlights the term "fusion" in their approach to Pharmacy design, emphasizing the blend of regulatory, building code, consumer expectations, and operational logistics. They discuss the unique challenges of Community Pharmacies and stress the need for a Tetris-like design puzzle to harmoniously blend these diverse elements. Marta advocates against a one-size-fits-all approach, underscoring the importance of understanding each Pharmacy's unique needs, from team dynamics to business objectives.

Communication emerges as a crucial factor in successful Pharmacy design projects, according to Marta. They stress the need for clear communication from Pharmacy owners and leaders, conveying the vision, objectives, and reasons behind the changes. Effective communication helps build positivity, alleviates fears, and ensures every team member is informed and excited about the transformations.

Marta delves into the intricacies of strategically placing the right people in designed spaces for optimal functionality. They provide an example of aligning design with actual utilization, emphasizing the need to consider skills and services required to meet community needs. Marta also explores the integration of processes and technology in Pharmacy systems, using prescription processing as an example. They highlight the importance of adapting processes to evolving technologies and assessing physical space to accommodate these changes.

The episode concludes with Marta discussing the challenges of incorporating team input into Pharmacy design projects. They value insights from the broader team, emphasizing the importance of balancing input with efficient decision-making. Marta shares successful experiences of well-communicated processes, staff engagement, and collaboration with leaders in achieving project objectives.

From Scripts to Spaces: Marta Stybowski's Fusion Health Vision for Pharmacies

In this episode of PAGCAST, a stream of Pharmacy View Podcast that provides regular interviews with Pharmacy leaders, entrepreneurs, and members of The Platform Alliance Group, host Melody Mugari, a Pharmacist and Programs and Corporate Partnerships Manager at The Platform Alliance Group, is joined by Damian Mead, General Manager of Loyalty and Reporting at The Platform Alliance Group. In this episode, from his unconventional journey in the film industry to his pivotal role in transforming loyalty data into a comprehensive platform, Damian shares his expertise on loyalty programs, the future of health-oriented services, and the evolving landscape of technology.

Pagcast EP 5 Intention-Driven Success: Damian Mead's Philosophy for Loyalty Programs

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.

Ep 65 Chantelle Turner With Kavita Nadan

Pharmacy View Podcast

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