IPF chief executive Claire Ward reports back from the Sigma conference, where a motivational speaker explained how independents could use the principles of ‘work is worship’ and ‘customer is god’ to improve their business

Last month, I spoke at and chaired the annual Sigma Pharmaceuticals conference, which took place in India. Over 350 people attended, bringing together independent contractors, industry suppliers, representative organisations and some fascinating local speakers. The theme of the conference was ‘Partnering for Purpose’, which seems to me to fit aptly to the debate which surrounds the future of pharmacy.

The NHS Five Year Forward View featured significantly in the conference, but I was not really surprised to note that few people had actually read this important paper. Most of those in the room who indicated they had were the people I would have expected to have done so as part of their normal working role.

My worry is that those people in the room most likely to face an impact from the implications of the 5YFV – community pharmacists – seemed less aware of its implications. Simon Stevens, chief executive of NHS England, wants to see multispecialty community providers bringing together GPs, pharmacists and other community health professionals to provide out-of-hospital care.

This brings both challenges and opportunities for community pharmacy – yet few seemed to realise that, whether the changes were positive or negative, they could be significant. The Partnering for Purpose message could not have been more appropriate in the context of this discussion – community pharmacyxf needs to grasp the debate and make sure it gains from such partnerships, not lose out.

An unexpected star of the conference was a motivational guru, Dr Pawan Agarwal, who talked about the Dabbawalas in Mumbai. It may seem strange for a pharmacy conference, but I promise you, his message was more relevant than many you will hear.

He talked about the way in which the tiffin boxes of food are collected from homes across Mumbai and its suburbs –up to 70 km geography – and transported via the dabbawalas delivery men, without cars or vans, to the workplaces of customers across Mumbai

Not a single computer or piece of paper is used in this logistical operation involving 5,000 mostly illiterate men, yet every day they collect 200,000 tiffin boxes, delivering them on time for lunch, and then return those same boxes to customers’ homes. That’s 400,000 logistical transactions every day with an error rate of 1 in 16 million transactions, made possible by a simple coding scribbled on the tops of the tins.

Customer is god

You can watch Dr Agarwal in action on YouTube, but the core of what he said was that the operation is so successful because the organisation and every person in it believes that ‘work is worship’ and ‘customer is god’. Putting these principles at the core of what they do means that no-one wants to let down their customer and they will do anything to ensure that their customer receives their lunch on time.

Community pharmacy, especially independents, need to think about how they can put these principles into practice in their pharmacy. It is not about the logistical operation, more about the focus and passion of what you do.

For one moment, think back to when you decided you wanted to become a pharmacist. Did you imagine yourself as a shopkeeper? I am guessing that, for almost all readers, the answer will be no. So the passion that drove you to want to make a difference to patients’ health is the same passion that will evidence why pharmacy can deliver more.Community pharmacy needs to be more vocal and more passionate about the change it can deliver. We hear so much from doctors in the media but the 5YFV shows that they too will require partnerships if they are to achieve the outcomes needed for patients.

Spreading the word

Community pharmacy still needs people to understand what it is capable of delivering. As we move towards implementation of the 5YFV it is more important than ever that the public and commissioners see pharmacists as healthcare professionals.

Partnering with GPs, other pharmacists, industry, RPS and other representative bodies such as the IPF, NPA and PSNC, can deliver significant step-change for the sector and ultimately for patients. Those partnerships, in tandem with commitment and passion to change the way services are delivered to patients, can make pharmacy once again the first port of call for the public.

Finally, May 7 draws nearer and, while many of you may be fed up with the political bantering, may I remind you that this is your chance to engage with local politicians on the importance of community pharmacy. If you have not done so already, log on to www.pharmacymanifesto.com to see the lobbying taking place in community pharmacies across the country. Don’t waste this chance – make sure you have your say.

Contacting the IPF: The Independent Pharmacy Federation can be reached by e-mail at claire@theipf.co.uk, or via its website at www.theipf.co.uk