The aspiration driving your decision to venture into the pharmacy business is to establish a “profitable business.” When it comes to building a pharmacy business that generates profit, the most challenging aspect for many business owners is understanding precisely what steps to take to achieve their goals. Running a pharmacy can be demanding due to the extensive hours and hard work required, but that’s par for the course.

Merely possessing a strong pharmaceutical knowledge base is insufficient for effectively managing a pharmacy business. Here are a couple of factors that can contribute to the continued relevance of your business:

Introduction

Customers are likely to return to your pharmacy for the following reasons:

1. A charming, friendly, and knowledgeable staff that offers quality service.
2. Maintaining a well-stocked inventory.
3. Keeping records of customers and their recurring medications, and reminding them to refill their prescriptions on a monthly basis.
4. Providing attractive discounts compared to competitors.

Brand

While the primary purpose of your business is to provide pharmaceutical products or services to your clients, it’s crucial to ask yourself what sets your business apart from the numerous other pharmacies in your vicinity. Brands leverage their image and reputation to attract customers, shape their opinions, and persuade them to believe that the brand possesses exceptional qualities.

Here’s how brands are built:

1. Advertising.
2. Established pharmacy outlets naturally gain recognition and client trust over time.
3. Pharmacies can utilize social media and other online platforms to foster a sense of community and belonging, thereby enhancing customers’ connection to the brand and their likelihood of supporting it.

Price

The pricing and bundling of your products significantly impact your pharmacy business. Pricing varies depending on your location and the type of business you operate, such as being a wholesaler or a retailer.

A wholesaler typically offers lower prices but sells products in bulk, while a retailer may have slightly higher prices but sells in smaller quantities.

Price, like money, communicates and influences perceptions. Customers associate higher prices with better quality. This is why some customers may choose a branded drug over a generic one, even though both have similar efficacy, simply because of the price difference.

Clients might select a more expensive pharmacy assuming that the services provided are top-notch. Therefore, avoid setting high prices while delivering mediocre services. Similarly, don’t underprice your products just to compete; understand the value you offer.

Price impacts the customer’s experience with a service. The price of a service shapes the expectations, perceptions, and overall experience of the prospect or client. Remember, don’t overprice your products arbitrarily; ensure that customers derive value from their purchase.

Presentation

As previously mentioned, price communicates expectations to customers. Your presentation consists of cues from which people draw conclusions.

What message are you conveying to your customers regarding what they should expect from your business?

A pleasant ambiance can attract customers. This encompasses aspects such as the attire of your staff, the design and arrangement of your pharmacy, and how you package your medicines. Clean and well-stocked shelves, along with neatly arranged items, make a significant impact. Even something as simple as well-labeled medicine can go a long way in creating a memorable experience for your clients.

To enhance your service, make it more appealing. Appearance not only attracts but also transforms our experiences.

Relationships

How can we make people feel better?

Do you maintain good relationships with your staff, suppliers, and valued customers? Do you reach out to loyal customers to show appreciation through discounts, promotions, or simply to check on their well-being?

Business is fundamentally about people. Our success lies not only in making money but also in experiencing the immense satisfaction that comes from serving others. A service truly succeeds when it significantly improves the lives of those it serves.

The pharmaceutical technologist or pharmacist who returns a phone call conveys that the client matters and that the relationship is important. To the customer, the connection matters more than the price of the medicines.

Fortress

These are elements that fortify your business and shield it from external influences.

Ensure that your business is properly registered with the necessary paperwork, and that your staff is qualified to run the operations.

Keep your promises and maintain consistency. If you state that you are open from 8 am to 8 pm, adhere to those hours. Ensure that your inventory is consistently well-stocked.

Safeguard your business against internal and external theft.

Offer one or two products that you can exclusively market and sell as your own.

By following these guidelines, you can establish a profitable and enduring pharmacy business.

Have you ever been unsure about how to decipher a prescription after visiting a doctor?

You’re not the only one facing this challenge. Numerous individuals find it challenging to comprehend the hastily scribbled and often illegible handwriting of doctors.

Follow along as we discuss the common prescription abbreviations and what pharm techs and pharmacist mean when they write 1 x 2 (1*2) or 2 x 1 (2*1).

Upon entering a pharmacy, you’ll likely observe that medications are categorized into two types: Prescription-only medicines (POM), which are stored behind the counter in a secure cabinet or room accessible only by a pharmacist or pharmaceutical technologist, and Over-the-counter (OTC) medicines, which can be directly obtained from the shelves

Over the counter medicines do not require prescriptions and can be easily obtained by help of a healthcare advisor, pharmaceutical technologist or pharmacist.

What is a prescription?

A prescription is a written order from a licensed medical practitioner, such as a doctor, pharmacist or a nurse practitioner, that authorizes a patient to receive a specific medication, treatment, or medical device. It includes information such as the name and dosage of the medication, the route of administration, and the frequency and duration of the treatment.

An ideal prescription should contain the following key elements;

• Name and contact information of the prescriber (doctor, nurse practitioner, or physician assistant)
• Date of the prescription
• Name of the patient for whom the medication is prescribed
• Dosage instructions for the medication
• Strength and quantity of the medication
• Route of administration (how the medication should be taken, such as by mouth, injection, etc.)
• Frequency of administration (how often the medication should be taken)
• Duration of treatment (how long the medication should be taken)
• Any special instructions or precautions for taking the medication
• Signature of the prescriber

Examples of prescription from prescribers in Kenya

Modern prescriptions will look something like below;

Dr. Wafula
23 Ralph Bunche Street
Nairobi, Kenya
0718484258

Date: April 6, 2023

Patient: Rose Otieno
DOB: [insert date of birth]

Medication: Amoxicillin 500mg
Quantity: 30 tablets
Dosage: Take 1 tablet by mouth twice daily for 10 days
Route: Oral
Frequency: Twice daily
Duration: 10 days

Special instructions: Take with food to reduce stomach upset.

Signature: [Dr. Wafula's signature]

How prescriptions are interpreted.

There are several steps that pharmacists and pharmaceutical technologist follow to ensure a prescription is filled without making mistakes.

Read How to Dispense a Prescription in 5 Easy Steps.

When your get a prescription from a medical practitioner you are likely to see this;

Tabs Paracetamol 500mg tds 5/7

This means one tablet of 500mg paracetamol is taken three times daily for five days.

Below is a prescription structure with details showing what every part means.

Prescription	Tabs	Paracetamol	500mg	tds	5/7
Description	Formulation	Name of drug	Strength	Frequency	Duration

This can be elaborated or explained as;

Formulation: This refers to the type of medication, such as a tablet, capsule, liquid, or injection.

Name of drug: This is the specific name of the medication prescribed by the doctor.

Strength: This indicates the amount of the active ingredient in the medication, which can vary depending on the specific dosage prescribed.

Frequency: This specifies how often the medication should be taken, such as once or twice a day.

Duration of treatment: This indicates how long the patient should continue taking the medication before following up with their doctor for further evaluation or adjustments to their treatment plan.

Here are some common prescription abbreviations along with their brief descriptions:

That is what we typically see when doctors write prescriptions: hasty, scrawled notes that can be difficult to read and understand. (However, pharmacists and pharmaceutical technologist are trained to interpret and decipher these notes to ensure that patients receive the appropriate medication and dosage)

Once the prescription has been thoroughly checked, the pharmacist or pharmaceutical technologist can then generate a prescription label that provides clear and easy-to-understand instructions for the patient on how to take the medication.

Interpreting the instructions on a prescription label can be challenging at times.

Below are some of the most frequent prescription label instructions that patients may encounter.

How to interpret prescription labels

1×1 prescription meaning

One tablet or capsule is taken once daily

That is;

The medication should be taken once a day, typically at the same time each day. Every 24 hours.

This is also written on prescriptions with the abbreviation od.

Example: levofloxacin od 1/52

1×2 prescription meaning

One tablet or capsule to be taken twice daily

This means that the medication should be taken two times a day, usually about 12 hours apart, such as in the morning and evening.

This is what is written on prescriptions with the abbreviations (bid or bd)

Example: Cefuroxime 500mg bd 5/7

2×1 prescription meaning

Two tablets or capsules to be taken once daily.

This is written as below on prescriptions;

Secnidazole 500mg II od 3/7

1×3 prescription meaning

One tablet or capsule three times daily

This means that the medication should be taken three times a day, usually at regular intervals, such as in the morning, afternoon, and evening.

This is what is written on a prescription with the abbreviations (tid or td).

Example: Paracetamol 1gm tds 5/7

1×4 prescription meaning

One tablet four times a day

This means that the medication should be taken four times a day, usually at regular intervals, such as in the morning, afternoon, evening, and before bed.

This is usually written on the prescriptions with the abbreviations Four (qid or qd)

Example: Flucloxacillin 500mg qid 5/7

Important

When you are not sure about how your prescribed medicine are to be taken, always refer back to your pharmacist or pharmaceutical technologist.

Also other healthcare professionals, such as doctors, and nurses, are also valuable sources of information about prescriptions and can provide guidance and answer questions.

Why Design, Stock, Staff, Hours, and Consultation Room Matter in Choosing a Pharmacy.

A good pharmacy must possess several qualities to provide customers with a satisfactory experience. The first quality is the design of the pharmacy. The design should be organized and clean to create a sense of quality that everyone desires. Customers are repulsed by dusty shelves and medication packs as they give the impression of old and expired drugs. A well-maintained pharmacy with a modern design also creates an inviting and professional atmosphere for customers.

In addition to design, a good pharmacy should be well-stocked with a wide range of drugs. This reduces the time and cost of customers having to move from one pharmacy to another to fill a prescription. With all drugs available in one pharmacy, customers can save time and enjoy a one-stop-shop for their medical needs.

Another essential quality of a good pharmacy is having friendly and interactive staff. Staff who are warm and understanding towards customers create a comfortable environment that encourages customers to return and refer others. A staff member’s attire and professionalism can also have a significant impact on customer satisfaction.

The opening hours of a pharmacy also matter a lot. A good pharmacy should be consistent in opening extended hours to accommodate early risers and late-night customers. This makes it convenient for clients to get their medicine at the right time when they are in need. Many people spend their day hours at work, so extended opening hours ensure they can receive the medical attention they need after work hours.

A consultation room or lab is another important quality of a good pharmacy. A private consultation room offers customers the opportunity to discuss their health concerns and receive minor tests without feeling uncomfortable. These rooms can also provide complementary services like blood glucose tests, pressure readings, and BMI checks to help customers better understand their health status.

In conclusion, a good pharmacy should have an organized and modern design, be well-stocked with a wide range of drugs, have friendly and interactive staff, provide extended opening hours, and have a consultation room or lab for private consultations and minor tests. With these qualities, a pharmacy can provide a comfortable and convenient environment for its customers and ensure their satisfaction.

As the field of pharmacy evolves, so too does the way in which prescriptions are classified. Traditionally, prescriptions were classified based on factors such as age or diagnosis, as determined by the prescriber. However, after studying a number of prescriptions, I have discovered a new method for classifying prescriptions that I believe could be beneficial to share.

1. Handwritten prescriptions:

These types of prescriptions are likely the most familiar to most of us. They are straightforward and easy to interpret, although for someone new to the field, they may pose some challenges at first. However, with just a few prescriptions under your belt, you will become more comfortable reading and interpreting them. If you are ever unsure of what a physician has prescribed, it is always best to first consult with your colleagues.

Even for a pharmacist or a pharm tech with 20+ years of experience, a prescription can be hard to interpret at times. In these cases, it is advisable to call the prescriber to clarify any confusion.

2. Printed prescriptions:

 These types of prescriptions may take some getting used to if you are more accustomed to handwritten prescriptions. However, they are generally more comprehensible than scribbled handwritten prescriptions.

The only challenge you may face with printed prescriptions is interpreting dosages and frequencies. If you are ever unsure, it is best to call the prescriber for clarification before dispensing the medication.

3. “Ghost prescriptions”:

This is a term I am using to describe prescriptions that have no patient name, no prescriber information, no date, and so on.

These types of prescriptions are likely the result of a rushed prescriber who went straight to prescribing medications without including all the necessary information.

If you are able to interpret the prescription and are confident in what you are about to dispense, all you need to do is confirm the age of the person taking the medication and advise accordingly. However, if you are not comfortable, it is best to refer back to the prescriber.

4. Text message prescriptions:

These types of prescriptions are sent via text message for a variety of reasons, such as a prescriber being located far away from the patient, a patient forgetting to bring a prescription to the pharmacy, or a friend recommending a medication that worked well for them.

For text message prescriptions, it is important to exercise caution and confirm that the prescriber is legitimate, especially for controlled drugs.

5. Email or WhatsApp prescriptions:

These types of prescriptions are sent digitally via WhatsApp or email, usually as a scanned or photographed copy. They may be either a handwritten prescription or a printed prescription sent electronically.

It is important to confirm with the sender that the prescription is correct and up to date before dispensing any medication.

In conclusion, as the field of pharmacy evolves, so too does the way in which prescriptions are classified. By understanding the different types of prescriptions and the potential challenges that may arise, pharmacists and pharmaceutical technologists can ensure they are providing accurate and safe care to their patients.

Stock loss is killing Kenyan pharmaceuticals businesses.

Most pharmacies have closed business because of not managing well their stock. Stock loses can occur due to theft by staff, poor receiving, selling and not charging the client or through expired medicines. Being able to reduce some of these loses and common errors can help prevent stock loss and eventually helping a pharmacy grow especially a community pharmacy. Here are a few ways that can help prevent stock loss either in a pharmacy business or in any other business.

Do frequent stock take

Most pharmacies do stock take once or twice a year but that seems to be inadequate. If that can be done daily, it would be better. Doing stock take every two weeks for a busy store saves stock loss big time. If you are unable to do it every two weeks, do it at least once a month.

Avoid expiries

Ensure you are selling drugs on FIFO basis that is first in first out. Don’t sell new stock leaving old stock to expire on the shelves. Make sure the arrangement is made in such a way that medication that will expire early is sold first. Don’t receive medication that is about to expire if you are not going to sell immediately.

Pay for an inventory system

A stock control and financial management system can help in checking the stock movement. You will be able to tell what you have used and what is remaining so that you are able to place an order without overstocking or missing an item out. The software assists also when paying your suppliers. There are so many software in the market the most popular one being Phamacore by Corebase.

Manage your shorts and excesses appropriately

In any pharmacy business, you are likely to encounter variances in a busy set up. It is either a loss or excess. How you handle your shorts* and excesses matters a lot to your business. Excess cash that is not possible to account for should be kept aside, this could be an item someone forgot to post and they cannot remember. The cash can later be used when posting items into your inventory that will be missing after a weekly or monthly random stock take.

Have a proper ordering and Receiving system

Receiving should be done in a specific area, every item counter checked with the delivery invoice. Unless an item is fast moving, do not receive medications with short expiries. Receiving can be done by the person who placed the order, or by counter checking with the purchase order. Writing down expiries on the invoice as you receive can help scrutinize each and every item ensuring no expired drugs are received and the right quantities are delivered.

LONG DELIVERY TIME

When a customer orders medicine from your pharmacy to be delivered to them, it is your duty to organize logistics on how the medicines will be delivered. It may become challenging to deliver on time if you don’t find a delivery person on time.

Solution:

Do not rely on one delivery person, have two or more riders on call for deliveries. You may also want to use apps like Uber or bolt bodas to help with doing deliveries. Companies big enough to hire third-party companies to handle their deliveries may wish to consider doing so.

DELIVERY OF THE WRONG MEDICINES

The rush in the pharmacy may cause you to pack the wrong medication, resulting in clients taking the wrong pills. This can be detrimental to the client if the wrong medication is given.

Solution:

1. Label the medicines well with correct name and address.
2. Handle one client at a time, avoid multitasking.
3. Break down your order processing, create subsections such as receiving, preparing, and so on, and process them in that order.

RUDE RIDERS

These people are responsible for delivering medicines to the subsequent destinations. When issues emerge (for example, a miscalculated delivery expense resulting in a hostile response from the rider), the riders may destroy your firm’s relationship with customers and jeopardize its viability. You and the riders are viewed as a single entity by your customers, but in actuality you requested a bolt or an Uber for the delivery.

Solution:

Let the delivery person know what is expected of them. Clearly tell the delivery person what you want them to do, and ask them to always call you if there is any trouble.

THE PRODUCT DELIVERED IS NOT WHAT WAS NEEEDED

Your customer calls after receiving the product you delivered, to say there’s a problem.

However, according to you, they received exactly what they asked for. The client may request for a refund for the product, this will be a loss on your side.

Solution:

When dealing with clients, always be prepared to make exchanges, don’t permit back-and-forth conversations with customers, and try to comprehend what they want.

DAMAGED OR SUBSTANDARD GOODS

When clients receive soiled, wet, or heated medicines during transportation, things get worse when they request for their money back but not an exchange.

Solution:

Use proper packaging when transporting the medicines to the client.

Pharmaceutical technologists are healthcare professionals who dispense prescription medications, manage pharmacy inventory, and ensure regulatory compliance.

They work directly with patients, providing guidance on medication use and supporting overall patient care in collaboration with other healthcare providers.

Now that we understand the definition of a pharmaceutical technologist, let’s dive deeper into their responsibilities by covering the following areas.

1. Career Settings
2. Roles of a pharmaceutical technologist
3. How to become a pharmaceutical technologist
4. How to get pharmaceutical jobs
5. Salary

Career Settings

A pharmaceutical technologist can work in the following areas in Kenya:

• Hospital pharmacy – Pharmaceutical Technologists can work in a government hospital under a pharmacist or in the private sector mostly to fill patient’s prescriptions and ensure all departments in a hospital get the medicines they need and are running smoothly.
• Community pharmacy – This is mostly pharmacies doing retail, a pharmaceutical technologist has more to offer here since they are involved in taking the patient history and advising according and not limited to only filling prescriptions.
• Wholesale pharmacy – These are pharmacies that take bulk orders from retail pharmacies, the orders can be taken by a pharmaceutical technologist who will ensure the orders reach the clients on times.
• Pharmaceutical industry – There are few positions for pharmaceutical technologists in the industry sector since Kenya has few pharmaceutical manufactures however there is possibilities to work in this sector for anyone interested.
• Pharmaceutical sales representative – This job involves visiting doctors, clinics and pharmacies to market a specific product or products which are either new or existing in the market,
• Inspector of drugs – Probably the most competitive position because it is the minimum requirement by the board. The roll involves cracking down illegal pharmacies which are not registered with the PPB or unregistered personnel carrying duties of a pharmaceutical technologist. 

Roles of a pharmaceutical technologist

The following are duties and responsibilities of a pharmaceutical technologist in Kenya;

1. Sale of Specific categories of medicines, i.e. OTC (Over the Counter) medicines and prescription only medicines (POM)
2. Preparing dosages and compounding
3. Dispensing prescriptions from doctors
4. Drug supply management
5. Patient counseling
6. Connecting patients to doctors and other healthcare providers
7. Satisfy customers through face-to-face interactions or over the phone transactions
8. Record keeping/Organizing pharmacy inventory

How to become a pharmaceutical technologist

Becoming a pharmaceutical technologist requires you to have completed your high school or secondary education first.

Afterward, you can apply to a Pharmacy and Poisons Board (PPB)-accredited college or institution of your choice that offers a diploma in pharmacy. This can be done by applying directly or through the KUCCPS placement portal.

Entry requirement is KCSE minimum aggregate of C plain with C in English or Kiswahili, Chemistry or Physical Science and Biology or Biological Sciences.

Diploma in pharmacy course takes duration of three years. The final year primarily consists of fieldwork, attachments, and internships in areas such as community pharmacy, county hospitals and the pharmaceutical industry.

Upon graduating with diploma in pharmacy you will be required to sit for a PPB exam and pass before getting enrolled which means your name will appear on the board’s roll. There is Level I and Level II exams; you may only sit for Level II or both depending with your institution.

Before practicing, a pharmaceutical technologist needs to have a certificate of enrolment upon payment of a prescribed fee and/or a practicing license if operating a pharmacy business which is valid for one year i.e. 1^st January to 31^st December.

How to get pharmaceutical jobs

There are numerous pharmaceutical job opportunities in Kenya. All you need to do is prepare your CV and apply to one of the areas mentioned above. Utilize platforms like LinkedIn, join pharmacy communities, or explore online job listings. You never know, you might secure a great position with a leading company or NGO.

Salary

The average salary for a pharmaceutical technologist in Kenya ranges between Ksh 25,000 and 65,000 per month, depending on factors such as working conditions and the number of hours worked.