We are glad that you are taking the time to read the Pharmacy’s Customer Service Charter.

At Priceline Pharmacy Goolwa we strive to provide a service that gives great health advice as part of a health care team in order to ensure the best quality of life for the larger community.  We also aim to provide good quality products at a reasonable price through regular promotions.  We aim to provide great service in a timely manner.   Health education is important to us so staff undergo regular training in order to meet the requirements for supplying all the products we carry. 

This pharmacy follows the Quality Care Pharmacy Standards and not only aims to meet these standards, but to exceed them. 

Dispensing and Counseling:

We may not be as quick as you wish sometimes, but professional care takes time. 

Prescription forms must first be checked for compliance with state and federal laws, and that the person’s details are correct.  All prescriptions must be recorded and it takes extra time to add a new patient or new prescriber to our records.  The pharmacist then reviews the new prescription for interactions, strength and dose after studying your medication history.  The pharmacist can also check compliance with a particular medication.  Sometimes it is necessary to speak with the prescriber to clarify the medication ordered, directions and/or dose.  The medication is then selected and labeled accordingly, or may even need to be prepared.  A pharmacist may add extra directions where appropriate and also provide a Consumer Medicines Information Leaflet where more information is necessary.  The product and labeling is then rechecked for accuracy before it is given to the consumer. 

There may also be times where there are other consumers in front of you or waiting to see the Pharmacist for advice.

Dose Administration Aids:

The pharmacy can provide Webster Packs (as either a weekly pick-up or delivery) to private patients in order to assist people to stay in their own homes longer by helping them with their medication needs.  The cost of the service is $2.50 per week which is charged to an account which is payable monthly.  Patients requesting this service are advised to consult with their local doctor as an up to date Medication Summary is needed for packing to commence.  Further information is available from the Dispensary Staff.

Professional Services:

Priceline Pharmacy Goolwa offers a range of services including: Blood Pressure Testing, Cholesterol Testing, Blood Glucose Testing, Weight Management Support, Quit Smoking Support, INR Testing and Medication Management Services.  See in store for more details and costs per service.  We are also able to provide you with a Meds Index Score to help you with making the most of you medication and support the health care team in achieving their objectives of optimum health care for YOU.  We can also provide you with a Patient Medication Profile to help you recognize and understand all your medication.  The list can be updated any time that a medication is changed, added or deleted.   

Deliveries:

Local home delivery is available Monday to Friday (weekends and after hours at the discretion of the pharmacist).  This is a free service and is carried out morning and late afternoon. Items will generally be restricted to necessary medical supplies, although each case will be considered on its merits.

Home Medicine Reviews:

A home medicine review is a collaborative approach with the consumer, general practitioner and other members of the health care team to aid in the quality use of medicines.  The pharmacist comes to the home and discusses the patient’s medication and provides therapeutic information and advice to help promote optimal therapeutic outcomes for the consumer, as well as effective use and management of medicines and devices.

Your doctor can arrange for this service to be performed and must be carried out by an accredited pharmacist. 

Kodak Digital Kiosks

The pharmacy has 2 digital kiosks and is able to support a number of printing processes from digital media, including 4x6 and up to 8x12, passport size, borders, text, calendars, and print to CD.  We have the ability to scan photos to produce reprints also.  The kiosks also have the ability to produce scrap-book like pages.

Cosmetician:

Our pharmacy employs a full-time cosmetician to help with all your beauty and skin care needs.  Priceline Pharmacy Goolwa currently supports the following brands: Revlon, L’Oreal, Maybelline, Innoxa, Max Factor, Covergirl, Rimmel of London, Savvy, Models Prefer, Australis and Almay.  Skin care brands include L’Oreal Garnier, Dr Lewinn’s Private Formula, Olay, Nivea, Elizabeth Arden Green Tea, Eau Thermale Avene, Neutrogena, Palmer’s, Model Secrets, Face Food, Montagne Jeunesse, St Ives, Simple, Ten-O-Six, Clean & Clear, Priceline Skincare and more.  We can also help you look after you nails and have nail brands including Manicare,  Jessica, Revlon Nails, Fing’rs, Nailene and Cutex just to name a few.  Our cosmetician can also help you choose a signature fragrance for yourself with the Pharmacy carrying a large range of different fragrances.

Facials are available in-store to assist in developing a good skin care routine or to discover the perfect make-up solution for any occasion.

Hire Equipment:

The pharmacy has crutches, wheelchairs, blood pressure monitor, nebulisers and vaporizers for hire.  Hire of other surgical/medical equipment is available through Calvary Silver Circle in Dawson Street , Goolwa and also from Easy Life Mobility in Gardiner St , Goolwa.  Customers can have their needs assessed and referred to the appropriate service.  Staff are trained on the correct fitting techniques and use of the equipment so that they may pass this on to the consumer so that they may get the best out of a particular piece of equipment.

The pharmacy can also service some types of equipment in-store.  We are able to check nebulisers for correct pressure output, as well as check Blood Glucose Monitors for accuracy.   

Naturopath:

Priceline Pharmacy Goolwa employs a Naturopath who visits once a month (on the first Thursday of the month).  The Naturopath is available for appointments on the day to help consumers with all their herbal and vitamin needs.  The Naturopath works in conjunction with the Pharmacist to ensure drug interactions are avoided and that anything recommended will form part of a holistic approach to the total health of the consumer. 

Fitpacks:

The pharmacy contributes to the reduction of harm associated with injecting drugs by providing Fitpacks (containing syringes, swabs, spoons, sterile water and information) for sale.  The fitpacks themselves are containers for safe disposal of syringes and help in the reduction of needles being disposed of inappropriately.   Customers should be encouraged to return these to the pharmacy for disposal in the Sharps Container.  Pharmacists can provide information on treatment services available in the local area when an Injecting Drug User is ready and willing to improve their lifestyle.

Health Information:

The pharmacy provides a range of health information to consumers.  Self-Care Fact Cards are available free to customers on a large range of disease states and other health issues.  More detailed information can be provided from textbooks (paperback and online) and through internet searches.  The quality of information is important and pharmacists will always endeavor to provide information that is backed by well researched studies where possible. 

The pharmacy also participates in education sessions of community groups when invited, as well as providing in-store education on specific health conditions.

Should you require a service that we do not offer, we will endeavor to find somewhere (preferably local) that does offer the service you require.  We will try to gain as much information possible about that service to pass on to you as well as keep a copy for other customers who may request that service.  Should we find that a particular service is regularly requested, we will look at implementing that service in the pharmacy.

Customer Service:

All customers will be treated with respect and patient confidentiality upheld at all times.  Consumers have a right to shared responsibility for their own health and wellbeing.  This pharmacy will not compromise the ability of the consumer to exercise free choice regarding health issues.  Staff will not compromise service on the basis of gender, age, religion, ethnicity, sexual orientation or medical condition.  Consumers have the right to refuse treatment or advice and to seek alternative opinions.  We will endeavor to provide the customer with objective information and advice that enables customers to make choices about their own health.

The pharmacy is fully committed to employing and retaining well trained staff in order to provide an effective service.  We will ensure that our staff are well presented and clearly visible. 

Customers will be regularly surveyed so we can better understand their needs and expectations. 

Privacy Policy:

Priceline Pharmacy Goolwa is bound by the National Privacy Principles set out in the Privacy Act 1988 of the Commonwealth of Australia.  This policy statement affirms our commitment to comply with those principles.  You have a number of rights under this legislation, including the right access the personal information that we may hold about you.  Much of the information we hold must be collected because the law requires it.  For example, details of your prescriptions are required to be collected under the National Health Act and State or Territory Pharmacy legislation.  You need to be aware that if you do not provide us with certain information about yourself, in some circumstances we may be unable to provide a service that you require.  If you have any questions about your privacy rights – or the way in which we collect, use, manage or disclose personal information – our staff would be happy to answer your questions or to provide you with further information. 

Price Matching Policy:

Priceline Pharmacy will match the price of competitors, where the situation meets certain criteria.  For example, Priceline Pharmacy will match a competitors’ promotional price only for the duration of the competitor’s catalogue.  We will not match a competitor price if they have sold out of stock. 

If a customer finds an everyday product is less expensive at one of our competitors then we will match this price.  The Pharmacy will need to satisfy themselves that this is indeed the case before the price can be matched. 

The pharmacy will also match the price of private prescriptions if a competitor price is proved to be consistently lower. 

Assisting the customer to enjoy their pharmacy experience:

Pharmacist/Staff should help educate the customers about the legal requirements for supplying scheduled medicines so they understand the necessity for questions and in some cases recording of personal information.  Customers are to be mindful that rules and regulations have been created to ensure the safety and health of the consumer.  The more information a customer can provide enables the staff to make a better assessment of their needs. 

 It is also important that a customer understands that when they present a prescription for dispensing that it takes time to check that all the information is correct; dosing is sufficient for the required purpose; any possible interactions with other medication (including complimentary products) are assessed.  The pharmacist may occasionally ask for more information and possibly contact the doctor for further clarification if necessary.  Customers will be kept informed of any delays and the reason for such.  If long delays are expected (due to communication delays with the doctor or medications that have to be specially ordered) then the customer will be offered home delivery or advised of an appropriate time to call back. 

Customer Complaints:

Should a customer wish to complain about any aspect of the service, or a particular product, then they are urged to do so in the following manner:

• by speaking to the Pharmacist in Charge, Retail Manager or Dispensary Manager.
• Contacting either partner of the business

Julie Bedford   – 20 Cadell Street, Goolwa SA 5214 Ph 8555 2290

Paul Simmons – 1 Mitchell Street , HYDE PARK Ph 8271 2424

Complaints about the dispensing process should be made to the:              

            Pharmacy Board of South Australia

            1^st Floor

            185 Fullarton Road

            DULWICH  SA  5065

            complaints@pharmacyboard.sa.gov.au

            Ph (08) 8331 8865   Fax (08) 8331 8447

Priceline Pharmacy Goolwa will endeavor to resolve all issues bought to its attention in a manner that satisfies all parties involved.