Guild ‘clearly can and must do better,’ says Quilty


The Guild is planning to improve its engagement with members in what is set to be a watershed year for pharmacy

The Guild “absolutely” recognises the need to be fully engaged with members at this important time, executive director David Quilty writes in this week’s edition of Forefront.

“During 2017, we will be redoubling our efforts to ensure that this engagement is a true, two-way conversation with a strong focus on direct, face-to-face communications, innovative uses of social media, and expanding and diversifying the opportunities for members to input through the Guild’s various committees, fora and working groups.”

Quilty says that the Guild “is committed to providing the leadership and direction our members need during this challenging period”.

“At the end of 2016, the Guild’s National Council updated its Strategic Plan to ensure it is firmly focused on addressing the major issues facing community pharmacies.

“Already this year we have seen the resignation of Sussan Ley as Health Minster and the announcement today of Greg Hunt as the new Minister for Health.”

Beginning early in February, National President George Tambassis is planned to lead a series of member briefings, meeting with pharmacy owners and their employee pharmacists around Australia, Quilty writes.

These “will focus on the big issues facing community pharmacies including the Pharmacy Remuneration and Regulation Review, the 6CPA risk share, the 6CPA pharmacy trial and ongoing pharmacy programs, the codeine up-scheduling decision, vaccinations, and the Guild’s unmatched pharmacy transformation tools, including Health Advice Plus”.

The Guild is also about to complete a major revamp of its website, which Quilty says will provide increased opportunities for two-way engagement with members, community pharmacy staff and stakeholders, as a hub for social media channels and through special interest and online user groups.

“We will look to utilise this enhanced capability to encourage a diverse array of input and feedback on key issues and to tap into the specialist skills, knowledge and experience of Guild members and their staff as well as third parties,” he writes.

“Like any organisation, the Guild cannot shy away from the fact that we must never stop striving to do better in meeting our members’ needs. 

“An important innovation that we put in place last year in this regard is our quarterly Net Promoter Score surveys of members.

“A Net Promoter Score (NPS) measures customer experience and loyalty, particularly the propensity for customers (or, in our case, members) to recommend a company or organisation’s products or services.”

He says that in the three quarterly surveys to date, the Guild’s NPS outcomes have ranged from between +42 and +51 – an “acceptable result given that an NPS ranges from -100 to +100 and the average organisation has an NPS of between +10 and +15. 

“However, we clearly can and must do better.”

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