Make Every Contact Count
Conference 2015 21st - 22nd November
Kirit Patel MBE
Founder & Chief Executive - Day Lewis Plc
Chairman’s Welcome Dear Guest, I would like to extend a very warm welcome to you. 2015 is a particularly special year for us, with it being our 40th year in pharmacy and this being our 20th annual conference! Our theme for this conference is “Make Every Contact Count”. More specifically, it is about making every contact with every patient count. This very much reflects our company’s core purpose - to help people in the community to stay healthy and feel better. The extent that we go to caring for our patients was captured by one of our pharmacies in particular this year, Ledbury. On the 23rd September, the Day Lewis Ledbury team made us all very proud when they won the Pharmacy Team Award at the Pharmacy Business Awards. This award recognised their significant contribution to patient care, business growth and the local community. As a Group we are not just trying to make a difference to patients’ health; we want to make a difference to their lives. Whilst remaining completely professional, our pharmacy teams aim to be a pillar of support within their respective communities, not just strangers who give patients their medicines. This is why, within one year since setting it, we are already fast approaching our 2020 goal: to have 400 pharmacies in communities across the nation. What can we attribute our success to? Most certainly the efforts and support of all of you here at Day Lewis, as well as the support from our business partners and suppliers. But, perhaps more importantly, it will always go back to our family culture. I hope that you truly enjoy your weekend here with us; my colleagues and I are very excited to share more of our vision with you. I hope that this event will be a rewarding, insightful and entertaining weekend. Best wishes,
Kirit Patel MBE
Award Winning Pharmacy, Ledbury Set in the heart of the rural West Midlands county of Herefordshire, Ledbury is a particularly charming market town that has managed to retain an authentic old world character. However, this spectacular ambience isn’t just down to the beautiful old buildings and narrow cobbled lanes, but is as much due to the strong community. In this town, it’s undoubtedly clear that the local people treasure living in a place where they are truly valued and cared for. Part of this strong community culture is driven by the Day Lewis team. Wishing to keep a local pharmacy running within the town centre, Day Lewis Pharmacy acquired Brigg’s Pharmacy nine years ago. Indeed, the business had been a trusted part of the community for decades and some members of staff had worked there for 25 years. Since Day Lewis began operating the pharmacy, the menu of services offered in Ledbury has expanded year after year. The pharmacy team constantly undergo training and personal development in order to ensure that they are able to fully support and care for patients in the community, and work hard to improve patient awareness of new and existing services. They also regularly embark on fundraising for charities and good causes, working tirelessly to raise money for local people who need specialist care. Such dedication from the team was recognised at the national Pharmacy Business Awards this year. Much to their delight, Day Lewis Ledbury won the Pharmacy Team award and garnered comments from the judges such as: “They have really gone to town on the concept of Healthy Living Pharmacy…absolutely embarked on it as a team” and “They’ve not worked within the confines of their four walls…They go out and engage with their local community so people will walk past Boots to come and find their pharmacy.” Particular credit was given to their proactive mindset – including their use of social media to keep the community informed about their monthly healthy living topics. In the words of the team, “pharmacy shouldn’t be a passive business”, and this is deeply reflected in the way that Day Lewis Ledbury constantly seek for other ways to better serve the community. Nevertheless, it is the feedback from patients which really tell the story. Consistently receiving 99.5% excellent ratings from patients’ post treatment surveys, the pharmacy takes pride in that their patients are quick to refer friends and relatives, and also give big hugs of appreciation.
Guest Speakers For Our Pharmacists Name: Dr Martin Ronchetti MRCGP PGDip Prescribing Science Job Title: G.P. Presentation Title: Making the Most of Each Contact - How to Make Friends with Your G.P. Practices Dr. Martin Ronchetti is the Senior Partner of Dr Ronchetti & Partners, Pensilva Health Centre, Cornwall. A dispensing G.P., Dr. Ronchetti is also Mr. John Ronchetti’s older brother! Name: Nick Kaye Job Title: Vice Chair of Cornwall and Isle Scilly LPC & Director of the NPA Presentation Title: Make Every Contact Count Nick is a third generation pharmacist passionate about community pharmacy. Most of his working life has been in a health centre pharmacy, although he has also locumed & trained as a pre-reg in a hospital. In pharmacy politics Nick is an NPA Board member, Chair Peninsula LPF, Vice Chair of CIOS LPC and member of the European Pharmacist Forum. Name: Dr Catherine Duggan Job Title: Director of Professional Development and Support at the Royal Pharmaceutical Society of Great Britain Presentation Title: Professionalism & Continual Development / Improvement Catherine is responsible for the delivery of professional advice and support to all members across all sectors. Holding a leadership role in developing programmes of professional development, advancement and recognition in line with the RPS mission, she is also responsible for developing professional standards for practice. Name: Pharmacist Support Job Title: The Profession’s Independent Charity Presentation Title: Looking After Number One! Pharmacist Support has been providing 175 years of free and confidential support and advice. They are dedicated in looking after pharmacists’ well-being and helping to manage the increasing pressures faced.
Name: Donna Wilson Job Title: Training & Brand Manager (TENA) Presentation Title: Bladder Weakness Donna has worked for SCA for over 15 years, working on the TENA brand in one form or another. She has spent seven of those years advising customers over the telephone about bladder weakness and can therefore completely understand how sensitive this subject can be. Her personality and humour make her training sessions both memorable and entertaining for those that attend.
Guest Speakers For Pharmacy Teams Name: Jenny Brooksmith Job Title: Senior Category Manager (Women’s Intimate Health & Allergy) Presentation Title: Women’s Intimate Health – From Irritation to Clarification Jenny is the Senior Category Manager for Women’s Intimate Health and has worked in the category department at Bayer for over seven years.
Name: Sarah Nesbitt BSc Hons, MCIM Job Title: Pharmacy Training Consultant for GSK Consumer Healthcare Presentation Title: Oilatum and Skin Health Sarah has worked in consumer healthcare for more than 30 years and is passionate about the delivery of excellent healthcare.
Name: Karen Gibbs Job Title: Training Manager Presentation Title: Aveeno® - Managing Dry/Eczema Prone Skin Karen has worked in the Healthcare & Beauty industry for over 30 years and has been with Johnson & Johnson for 20 years. Karen delivers training for pharmacies across all categories, however, her specialist subject is skincare.
Name: Richard Waite Job Title: Pharmacy Business Account Manager Presentation Title: Management of Heartburn – Is There More the HCP & Customer Can Do? Richard started his career in 1984 working for Rorer Pharmaceuticals detailing to G.P.s. He then transitioned to the O.T.C. industry working for Whitehall Laboratories. He has had a varied career within the O.T.C. environment occupying various roles over the years, cumulating in his current position at Pfizer Consumer Health.
Name: Jodie Relf Job Title: Weight Management Dietician Presentation Title: Addressing the BIG Issue: Weight Management Jodie is the weight management dietician for XLS-Medical. She attended the University of the Western Cape where she studied a Bachelor of Science degree in dietetics before setting up her own practice. She then moved to the UK to further her career and is registered with the BDA (British Dietetics Association) and HCPC (Health & Care Professions Council).
Name: Frances Mogridge Job Title: Training and Development Manager Presentation Title: Digestive Health: Making Informed Decisions Frances is a Diagnostic Radiographer and has experience working in the NHS and private healthcare sector. A key element to Frances’ career has been delivering quality and informative training to healthcare professionals within various fields. Frances aims to empower individuals to take ownership of their career development whilst increasing confidence with customer engagement.
We are very grateful to all our speakers for the support that they provide and for giving up their time to present to us this weekend.
Conference Schedule - Saturday Morning Time:
08.00 - 09.50
10.00 - 12.00
Registration
Location:
Champagne Foyer, First Floor
Luggage Check-In
Chablis Suite, Ground Floor
Refreshments Available
Champagne Foyer, First Floor
All Day Lewis Colleagues
Cremant Suite, First Floor
Part 1: Hosted by Tim Rendell & Rupa Patel Part 2: Hosted by John Ronchetti & Magdalena Bogden
12.00 - 13.00
Lunch
Chablis Suite, Ground Floor
Afternoon - Please Refer to Your Relevant Section All Pharmacists
Reims & Chalon Suite, First Floor
13.00 - 13.10
Make Every Contact Count - Hosted by John Ronchetti
13.10 - 13.45
Making the Most of Each Contact - How to Make Friends with Your G.P. Practices - Dr Martin Ronchetti
13.45 - 14.15
Make Every Contact Count - Nick Kaye
14.15 - 15.00
Professionalism & Continual Development / Improvement - Dr Catherine Duggan
15.00 - 15.15
Coffee Break
15.15 -15.30
Patient Centred Care - Magdalena Bogdan
15.30 - 15.45
Looking After Number One! - Pharmacist Support
15.45 - 16.15
Bladder Weakness - Donna Wilson, Tena John Ronchetti & Rosie McDermott’s Regions
Bourg Suite, Mezzanine Floor
13.00 - 13.35
Women’s Intimate Health - From Irritation to Clarification - Jenny Brooksmith, Bayer
13.35 - 14.10
Oilatum and Skin Health - Sarah Nesbitt, GSK
14.10 - 14.25
Coffee Break
14.25 - 15.00
Day Lewis Internal Session - Alan & Rosie
15.00 - 15.35
Aveeno® - Managing Dry/Eczema Prone Skin - Karen Gibbs, Johnson & Johnson
Alan Greer & Chris Ashton’s Regions
Bouzy Suite, First Floor
13.00 - 13.35
Management of Heartburn – Is There More the HCP & Customer Can Do? - Richard Waite, Pfizer
13.35 - 14.10
Day Lewis Internal Session - Alan & Rosie
14.10 - 14.25
Coffee Break
14.25 - 15.00
Addressing the BIG Issue: Weight Management - Jodie Relf, Omega
15.00 - 15.35
Digestive Health: Making Informed Decision- Frances Mogrridge, Reckitt Benckiser Warehouse & Support Office
Bordeaux, Second Floor
13.00 - 15.00
Make Every Contact with Our Pharmacies Count
16.00
Hotel Bedroom Keys Are Available
Outside Champagne Foyer First Floor
Evening Everyone 18.00 - 01.00
Cocktail Reception
Chablis Suite, Ground Floor
Gala Dinner
Cremant Suite, First Floor
Conference Schedule - Sunday
Time
Everyone
07.30 - 09.50
Breakfast
By 10.00
Check-Out
Hotel Reception, First Floor
Luggage Drop
Champagne Foyer, First Floor
Avicenna
Bourg Suite, Ground Floor
08.15 - 10.00
Avicenna Pharmacy Business Planning Hosted by Salim Jetha, John Ronchetti & Nazlin Meghji All Pharmacists & Technicians
10.00 - 11.00
Cremant Suite, First Floor
Summary Care Record Training (All RMs plus CPPE) Everyone
10.00 - 13.00
Exhibition
Chablis Suite, Ground Floor
13.00
Lunch
Cremant Suite, First Floor
13.15
Closing Speech - Kirit Patel MBE Pre - ordered packed lunches will be available for collection from the Day Lewis registration desk from 12.15pm
Day Lewis Exhibition Stands The Interactive Experience At the trade show this year there will be 11 Day Lewis interactive stands. These will be focused on key business operations and initiatives for the year, run again by our expert Regional Support Managers and Support Office colleagues. There will be three stands focusing on NHS item growth: Building GP Relationships
Learn the importance of building local relationships.
EPS
Learn how EPS is affecting our pharmacies and how to check that you are processing EPS prescriptions correctly.
Central Dispensing Unit
Meet some of the team at the CDU and find out how they can help your pharmacy increase prescription items.
Pre-Registration Graduates
Talk to past Pre-Reg students to find out what they have done since qualifying as registered pharmacists. Learn more about the Day Lewis Pre-Registration programme.
Day Lewis Academy
Find out what training is available, be the first to see what training is coming up and learn how to become an Associate Member. You will also have the opportunity to suggest what training you want in the future.
Pharmacist Support
Hear about how the charity is providing support to pharmacists and former pharmacists in times of need.
Flu Service
Find out how the seasonal flu service is going in our pharmacies and learn how to engage.
Day Lewis Pharmacy
Ask questions about marketing, planograms, promotional compliance and see a shining example of how to promote healthy living.
Dispensary Stock and Amnesty
Focuses on controlling costs. Speak to our experts on how to reduce stock in the pharmacies and provide feedback on how you receive orders from the Day Lewis Warehouse.
Procurement and Fulfilment
Ask any questions you may have on Sysaid, customer services and our warehouse.
Finally, to help you provide the best customer experience for our patients every day, we will have the Mystery Customer Evaluation experts with us! There will also be the return of the Day Lewis Digital stand where you can learn more about the new website and other new online activities that we are using to build the Day Lewis brand.
Sunday Exhibition Plan 50 36a 34
49 38
37
48 39
33
32
40
42
41
31
43
30
47
46
44
45
29
28
27
36
26
Entrance Ground Floor
35 18
19
17
16
21
20 15
14
13
22 12
23 11
24
25
9
8
10
7 6
1
2
3
4
5
1. Day Lewis
14. Kimberly Clark
27. Reckitt Benckiser
39. Day Lewis - CDU
2. Bayer
15. Neuborg
28. Creative Max
40. Day Lewis - Flu
3. Omega
16. Coty
29. Premier Health
41. Dispensary Stock & Amnesty
4. Ceuta
17. Pfizer
30. Johnson & Johnson
42. Pre Registration
5. Unicough
18. Bristol Lab
31. Alflorex
43. Pharmacist Support
6. Day Lewis Pharmacy
19. O.R.S
32. Brother
44. Procurement and Fulfilment
7. GSK Consumer Health
20. Thornton & Ross
33. Seven Seas
45. Day Lewis Digital
8. Mentholatum
21. Comvita
34. Napp
46. Mystery Shopper
9. Beiersdorf
22. Nicolites
35. Cambridge Healthcare
47. Day Lewis Academy
10. Sanofi
23. Unilever
36. Enteromeds
48. Merial
11. P&G
24. Kent Costmetics
36a. Abbot Nutrition
49. E-Lites
12. Puressential
25. Miles Group
37. Day Lewis - GP Relations
50. Dendron
13. Vype
26. SCA
38. Day Lewis - EPS
Key Housekeeping Information Bedrooms will be available from 4.00pm on the Saturday afternoon. Keys will be available from the Day Lewis reception area outside the Champagne Foyer from 4.00pm. Check-out
On Sunday all guests must check-out by 10.00am. Please remember that you will be responsible for any room charges (such as telephone calls or mini bar charges). If you incur any charges please go to the main reception upon your check-out to settle the charges directly with the hotel. Please leave sufficient time to do this. If you do not settle the charges they will be charged back to you individually after the conference. Please note that any items that are removed from the mini-bar are automatically charged to the room, even if they are replaced unopened. If you have not incurred any charges on your room then just drop your key into the Speedy CheckOut box at reception. Luggage Storage
This will be available upon check-in on Saturday at the Chablis Suite on the Ground Floor. You should ensure that you have your name tags on your bags. Your luggage will then be transported to your room and will be available there after 4.00pm. As check-out time on Sunday is 10.00am, you will be able to store luggage on Sunday morning at the Champagne Foyer. Gala Dinner
The cocktail reception will commence at 6.00pm in the Chablis Suite on the ground floor. Please note that starters will be served at this time. Day Lewis stewards will indicate when it is time to move to the Cremant Suite for the Gala Dinner. Following the presentation of the awards, an open bar will be available in the Champagne Terrace. This will be available until 1.00am as an open bar. After 1.00am, drinks will be available from the lounge bar off the main lobby, but these will have to be paid for with cash or charged to your room on your personal account. Conference Closing
The conference will close on the Sunday with a keynote speech from Kirit Patel during lunch at 1.00pm. This will take place in the Cremant Suite on the first floor. Packed Lunches
For those of you who have pre-ordered a packed lunch, these will be available for pick up from the Day Lewis Registration Desk from 12.15pm on Sunday. Car Parking
Car park spaces are available, however spaces cannot be reserved. You will be charged ÂŁ1.50 per hour for residents or ÂŁ3.50 per hour for non-residents. Guests must validate their ticket at reception and leave within 15 minutes of validation.
Support Office Contacts for Pharmacy Teams Name
Role
Kirit Patel
Chief Executive Officer
J.C. Patel
Company Secretary
Alison Bird
PA to CEO
ACCOUNTS
Number
Extn.
6266 020 8256 6200
Heena Patel
Finance Director
Antonio Dias
Senior Financial Accountant - Core Businesses
6218
Nimalraj Sivasubramaniam
Financial Accountant
6225
Naeem Yaqub
Management Accounts
6392
Pankaj Patel
Purchase Ledger Accountant
6223
Shilpa Patel
Sales Ledger Accountant
6227
Benjamin Subramaniam
Accounts Assistant
6365
Kalpa Shah
Accounts Administrator
6344
Ashna Ashrafie
Accounts Administrator
BUSINESS DEVELOPMENT & PROPERTY
6249 020 8256 6200
Tim Harrington
Head of Commercial Development
Catherine Reid
Business Development Assistant
6256
Rupa Patel
Property Director
6338
Addie Thomas
Assistant Property Manager
6336
Julie Sullivan-Armitage
Estates Manager
6206
Amanda-Jayne Miller
Estates Administrator
6369
Katie Warren
PA to Property Director
BUYING
6226 020 8256 6200
Taybi Mohamedbhai
Head of Wholesale Procurement / Group Buyer
Prakash Patel
Head Health & Beauty Buyer
Shailesh Patel
Assistant OTC Buyer
6202
Khush Khan
Health & Beauty Buyer
6277
Ameet Patel
Senior Wholesale Accountant
6220
Darpan Patel
Generics Buyer
6282
Anand Patel
Assistant Generics Buyer
6382
Joshitha Sukes
Senior Buying Administrator
6317
Roshni Shah
OTC Buying Assistant
6371
Nusrath Khan
PA to Head of Buying & Buying Assistant
HUMAN RESOURCES & PAYROLL
6234 020 8256 6200
Raymond Barclay
Head of Business Support, HR & Warehouse
Judy Clarson
Employment & Payroll Specialist
6388
Cormac Enright
Payroll Manager
6228
Rakhi Patel
Recruitment & HR Support Manager
6222
Preeti Patel
HR & Recruitment Assistant
6224
Caroline O’Keefe
HR & Payroll Assistant
6221
Shirin Sadique
Locum Co-ordinator Region A
6322
Pat Murphy
Locum Co-ordinator Region B
6372
Kathy Brown
Locum Co-ordinator Region C
6373
Pramela Pillay
Locum Co-ordinator Region D
6326
Melissa Goes
Learning & Development Assistant
6318
IT
020 8256 6200
Colin Kendrick
Head of IT
Steve Dookhran
Field Services Manager
6293
Derek Irwin
Network Manager
6292
Matthew Bayliss
Digital Project Manager
6257
Melanie Brady
Data & Information Manager
6291
Ravi Unnikrishnan
Development Manager
6297
Ravi Dookeran
Helpdesk Supervisor
6362
Steve John
IT Support
6362
Janesh Jani
IT Support
6362
Andrej Molotov
IT Support
6362
Patrick Morris
IT Support
6362
Ryan Chandler
IT Support
6362
Joginder Gahir
IT Support
MARKETING
6362 020 8256 6200
Shimal Patel
Head of Marketing
Krutika Patel
Marketing Manager
6346
Victoria Johnson
Online Marketing & Category Co-ordinator
6384
Priyanki Patel
Marketing & Design Associate
6349
Roshal Patel
Social Media & Web Co-ordinator
6377
Elena Chiu
Marketing Co-ordinator
6201
Vanessa Threadgill
Category Assistant
PHARMACY LEADERSHIP
6394 020 8256 6200
Tim Rendell
Head of Pharmacy
Jay Patel
Chief Innovation Officer
John Ronchetti
Head of Pharmacy Operations
Christopher Ashton
Regional Manager - London Region A
Alan Greer
Regional Manager - South East Region B
Magdalena Bogdan
Deputy Regional Manager - North Region C
Rosie McDermott
Regional Manager South West Region D
SUPERINTENDENT’S OFFICE & PROFESSIONAL SERVICES
6399
020 8256 6200
Peter Glover
Pharmacy Superintendent
Jackie Hepburn
PA to Pharmacy Superintendent
6315
Rebecca Myers
Professional Services Pharmacist
6315
Caroline Parkhurst
Professional Services Pharmacist
6315
Eileen Demendonca
Pharmacy Services Financial Administrator
6229
Azimah Peeroo
Pharmacy Services Administrator
WAREHOUSE & SUPPORT OFFICE SERVICES
6321 020 8256 6200
Ian Mulley
Head of Warehousing
6270
Roger Murcia-Lopez
Warehouse Manager
6242
Barbara Blaszak
Warehouse Manager
6216
Jason Meherin
Warehouse Manager
6268
Wojciech Kielbasa
Warehouse Manager
6213
Marc Wilkinson
Warehouse Manager
6236
Swaroop Patel
Customer Service Advisor
6333
Neethu Geordy
Customer Service Advisor
6280
Sujata Basnet
Customer Service Advisor
6334
Our Sponsors
Sincere thanks to all of our sponsors
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