(PP) Pharmacy Business Management -3252, Edited by Steven B Kayne. PhD, MBA, LLM, MSc (Sp Med), DAgVetPharm, FRPharmS, FCPP, FIPharmM, MPS (NZ), FNZCP

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1 -3252, Pharmacy Business Management Edited by Steven B Kayne PhD, MBA, LLM, MSc (Sp Med), DAgVetPharm, FRPharmS, FCPP, FIPharmM, MPS (NZ), FNZCP Independent Consultant Pharmacist Visiting Lecturer, School of Pharmacy University of Strathclyde, Glasgow (PP) London. Chicago Pharmaceutical Press

2 Contents Foreword xi Preface xiii About the editor xv Contributors xvii Part One - The foundation of pharmacy management 1 Professionalism and business practice 3 Introduction 3 The development of the pharmacy profession 3 The nature of a profession 4 Professions and business 7 Client views 8 Consumer-led expectations 9 Professional dilemmas 1 8 Concluding remarks 19 References 20 Further reading 20 The economics of business 21 Introduction 21 Microeconomics 23 Macroeconomics 40 References 53 Further reading 54 Overview of the pharmacy sector 55 Introduction 55 Structural change 55 Distribution 56 Pricing of pharmaceutical 59 References 63 Further reading 64

3 vi Contents The essentials of pharmacy business 65 Introduction 65 Pharmacy premises 65 What does a retail pharmacy sell? 66 Margins and product mix 68 Product mix 70 NHS remuneration 71 Buying from wholesalers 74 How should the business be structured? 76 Value added tax 79 Pay as you earn taxation 81 Income tax and corporation tax 83 Accountants 83 Obtaining tax relief 84 Further reading 84 Acquiring and financing a pharmacy 85 Introduction 85 Competitive risks in the whole (macro) market environment 85 Assessing the micro-environmental risks associated with acquiring a pharmacy 87 Factors relating to the acquisition 88 Transferring the NHS Contract 96 Purchase of a limited company 96 Calculating the cost of a business 98 Sources of finance 101 Cost of financing 103 Structural alterations 104 Further reading 104 Legal aspects of pharmacy business 105 Introduction 105 Individual ownership 105 Partnerships 105 Companies 106 Registration of pharmacy premises 109 Employment legislation 110 Working conditions 111 National Health Service Contracts 112 Sale or supply of medicines 1 12 Poisons 113 Code of conduct 114 Summary 114 Further reading 1 14

4 Contents vii 7 Consumer law 115 Introduction 115 Consumers and contracts generally 1 16 Contract terms 1 16 Terms implied in consumer transactions 117 Further reading 122 Websites 122 Useful addresses Practical risk management 123 Introduction 123 What went wrong? 123 Doing it right first time 1 25 Risk management - making a difference 128 Health and safety - risk and benefit 131 Insurance - a tool of financial risk management 141 Clinical risk management 142 Dispensing with risk 147 Concluding remarks - risk management and quality 151 References 152 Further reading Insurance 155 Introduction 155 The insurance process 158 The structure of the policy 160 Types of policies 163 Risk management 169 How to make a claim 171 Complaints - concerns and procedures 173 Other policies 174 Further information 175 Further reading 175 Part Two - Putting management into practice Financial management 179 Introduction 179 Accounting - an introduction 1 80 Recording and reporting financial data 1 83 Analysis of accounts 190 Planning and control 193 Further reading 196

5 viii Contents 11 Managing service delivery 197 Introduction 197 The service organisation 197 Customer expectations 198 Staff roles in service delivery 200 Analysing services 203 Capacity considerations 209 Converting demand to output 214 Quality counts 216 Waste 219 Controlling performance 220 Points to remember 221 References 222 Further reading Managing profit 225 Introduction 225 The analytical stage - answering the question 'Where are we now?' 225 SWOT analysis 226 PEST analysis 231 The planning stage - answering the question 'What are we going to do?' 232 The managing stage - answering the question 'How do we do it?' 233 Improving profit margins 236 Enhancing counter sales 237 Reducing expenses 238 Further reading Marketing within the pharmacy environment 243 Introduction 243 What exactly is marketing? 244 Marketing strategy as part of a business plan 247 Understanding your customer 247 Factors affecting customer purchasing decisions 253 References 266 Further reading Pharmacy design, merchandising and stock control 269 Introduction 269 Design problems 269 Refitting a pharmacy 271 Suggested pharmacy design 272 Stock management 276 Merchandising 281 Further reading 283

6 Contents ix 15 epharmacy - Information Technology and the Internet as a business resource 285 Introduction 285 Healthcare and the Internet 285 Establishing a web presence 292 Online pharmacies 294 Legal and ethical issues 296 References 307 Websites for further information Human resource management in community pharmacy 311 Introduction 311 Managing human resources 311 Training and development 318 Performance management 322 Further reading Pharmacy management in secondary care 327 Introduction 327 The hospital environment 327 Demand management 330 Marketing management 331 Resource management 336 References 347 Further reading Medicines management 349 Introduction 349 What is medicines management? 349 The need for medicines management 350 Medicines management and the pharmacist 351 Getting started in medicines management 352 Medicines management in practice 354 Medicines management involving other professionals 356 Summary 356 References 357 Further reading 358 Appendix 1 Pharmaceutical organisations involved in business practice 359 The Royal Pharmaceutical Society of Great Britain 359 The Royal Pharmaceutical Society Scottish Department 360 The Pharmaceutical Society of Northern Ireland 360 The Pharmaceutical Services Negotiating Committee 360

7 x Contents The Scottish Pharmaceutical General Council 361 Community Pharmacy Wales 361 The National Pharmaceutical Association 362 The Scottish Pharmaceutical Federation 363 Company Chemist Association Ltd 363 The Association of Independent Multiple Pharmacies 363 The NHS Confederation 364 Bodies providing CPE and CPD 364 Index 367

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