Contact Magazine Autumn 14 by Cirrus Media

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CONTACT A PHARMACY NEWS PUBLICATION

For Pharmacy Assistants

AUTUMN 2014

contactmagazine.com.au

The heart of the matter Making MedsChecks central to your pharmacy

An itchy issue How to treat fungal problems

BALANCING ACT

Harmonising your work-life balance

WIN! in this issue

FREEBIES

Page 8

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iD scover A NEW WAY • to healthy living •

W E I G H T M A N AG E M E N T

IsoWhey is a low-carbohydrate formula boasting 15g of high-quality whey protein per serve. Plus, IsoWhey contains 23 vitamins and minerals, and pre- and probiotics for nutritional and digestive balance. LOW-CARB FORMULA 15g OF PURE WHEY PROTEIN PER SERVE 23 VITAMINS & MINERALS PROBIOTICS, PREBIOTICS & DIGESTIVE ENZYMES NO ARTIFICIAL COLOURS, FLAVOURS, OR SWEETENERS GLUTEN FREE

Use in conjunction with a balanced diet and appropriate exercise program.

isowhey.com.au

FOR HEALTHY LIVING

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A PHARMACY NEWS PUBLICATION

Contents www.contactmagazine.com.au

/contactmag

Autumn 2014

@contact_mag

18 EDITORIAL Editor: Chris Brooker T: (02) 8484 0908 E: christopher.brooker@cirrusmedia.com.au

Journalist: Christie Moffat T: (02) 8484 0874 E: christie.moffat@cirrusmedia.com.au

13 24

Chief Sub editor: Cheree Corbin T: (02) 8484 0860 Deputy Chief Sub editor: Michael Crooks T: (02) 8484 0806 ADVERTISING & MARKETING: Senior account manager: Fiona Duke T: (02) 8484 0721 E: fiona.duke@cirrusmedia.com.au

PRODUCTION Graphic designer: Antony Mazzaferro T: (02) 8484 0894 Sales Co ordinator Healthcare Lara De Carli T: (02) 8484 0603 E: lara.decarli@cirrusmedia.com.au

From the Contact editor

Take time to smell the roses!

Managing Editor: Nicola Garrett CIRCULATION Enquiries: (02) 8484 0888 or 1300 360 12 Subscriptions: A$185.00 (incl GST) a year within Australia. Overseas prices apply. Contact does not accept responsibility for claims made by manufacturers for their products. www.contactmagazine.com.au

Tower 2, Level 3, 475 Victoria Avenue, Chatswood, NSW 2067, Australia Locked Bag 2999 Chatswood Delivery Centre, NSW 2067, Australia T: (02) 8484 0888 F: (02) 8484 0633 ABN 80 132 719 861 www.cirrusmedia.com.au © Copyright Cirrus Media, 2013 ISSN no. 1448 - 207X Printed by Bluestar Print 83 Derby St, Silverwater NSW 2128 T: (02) 9748 3411

W Straight Talk 4 5 6 8 10

Straight talk Treatment tips Your say Freebies News

Training 15 Training Essentials - MedsCheck 18 What Stop Go - Fungal infections 24 Business Sense - motivating staff

Essential items 26 Products 29 Me Time

ell, another year is already well upon us, and I’m sure most of you would agree that 2014 already seems even busier. As the pace of our lives seems to be increasing, it’s ever more important that we step back from time to time, and examine our priorities and goals. Even on a day-to-day level, we should make time to critically look at our processes, workflows and priorities — in work, in work-life balance, in how we organise our day. Among our training articles this issue is a look at the MedsCheck and Diabetes MedsCheck programs. Whether it is formalising what already happens in your store or introducing entirely new processes, professional pharmacy programs such as these will bring potentially vast changes to your working day. Therefore, keeping yourself and your fellow staff motivated is also important if these changes are to bring success. Hilary Kahn looks at the importance of this in this issue. I’ve enjoyed filling in as Contact editor for this issue. Hopefully I’ve lived up to the high standards Kirrilly has set. Contact remains a valued and vital part of our pharmacy titles, and we will be introducing a new editor to you next issue. * Also, look out for our coverage of APP 2014 via our newsletters, magazines and websites. Enjoy the read. Chris The Autumn issue – CONTACT 3

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Straight Talk

Five minutes

with...

A matter of location

Brittany Lewis Brittany Lewis is a 19-year-old pharmacy assistant at Healthetc Pharmacy Redland Bay. She moved to Brisbane from the Sunshine Coast in early 2012, after completing Year 12. Outside of pharmacy, she volunteers at the RSPCA’s incoming dogs department and loves travelling back to the Sunshine Coast to see friends and family and to hit the beach. She is ”completely obsessed” with The Beatles and also loves ancient history. I plan to.... Travel the world and visit all of the places I have read about in history books. I started out in pharmacy when.... I took a chance and jumped into something that was completely out of my comfort zone. I never thought I’d see myself working in pharmacy, but it has come to make me realise just how important it is within society and it has turned out to be a truly rewarding decision. The person I admire the most is.... A friend who was diagnosed with a brain tumour at 18. She views it as just a speed bump in her long and happy life. She always has a smile on her face and love in her heart. My favourite app is.... Sudoku, I am slightly addicted. My most embarrassing moment was.... When I fell UP the stairs at a school assembly whilst receiving an award. My greatest achievement.... Has been adopting out animals and knowing they are getting a second chance. My favourite movie is.... Across the Universe. A movie inspired and based around The Beatles songs. If I wasn’t a pharmacy assistant I would be.... A policewoman. I highly value the work they do every day and they put their lives on the line to keep everyone safe.

4 CONTACT – The Autumn issue

hen you move to a new pharmacy, there is a natural process of adapting to the new location, its customers and its unique problems and challenges. Contact recently spoke to Shenayde Martin, a pharmacy assistant at Gove Amcal Pharmacy to discuss how she has adapted to a new community and store, and to give us some tips on how to deal with difficult customers. Shenayde was a national finalist in the 2013 Pharmacy Guild of Australia/GSK National Pharmacy Assistant of the Year Award. Her store, Gove Amcal Pharmacy is in a remote mining area in the far north east of Arnhem Land. Shenayde, who hails from a medium-sized regional centre in Western Australia, says it did take a bit of getting used to, but after two and a half years at the store, says she believes she has been accepted as part of the community. “There is quite a transient population anyway,” she says. “Given it’s a mining town, there are a lot of new people. But yes, it has been a continual process to adapt to the community. “ “But on the whole they’ve been very welcoming, and its been a great place to work.” One of the problems of working in a pharmacy in such a relatively remote

locations is stock shortages, and the time it can take to receive new stock, and this is one thing Shenayde identified as a potential cause of customer dissatisfaction. “The main things we get complaints about are to do with things not being stocked, lack of variety, stock taking up to 3-4 weeks to arrive — problems you don’t get in urban or less remote areas.” Along with product unavailability, the other common reasons for customer dissatisfaction she identified were: * Having to wait to see the pharmacist, or wait for scripts, and * Price discrepancies. Her tips for dealing with an agitated or upset customer were “firstly to remain calm. Let the customer express their frustrations, get the issue off their chest (unless they get too angry and out of hand, of course), don’t interrupt them, let them have their say, and try to gain an understanding of why they are upset. “Once they’ve vented, you can delve further into the specifics of the issue, and decide on what course of action to take.” “But if you want to gain a repeat customer, or if the person is a regular customer, you want to leave them feeling satisfied that they’ve been taken seriously, and taken care of, and that you’ve done what you can to resolve their issue.”

“Don’t interrupt customers, let them have their say and try to gain an understanding of why they are upset.”

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Treatment Tips

Preventing scars Because wound care influences scarring risk, good wound management procedures are an important component of scar prevention, writes Dr Angela Dean, a research pharmacist at the University of Queensland.

echniques that reduce the skin tension around a wound can reduce the risk of scarring. For example, using microporous tape longitudinally along the wound length in preference to use at right angles across the scar can ensure that mechanical support is provided evenly along the wound. Pressure garments have been used to prevent or treat hypertrophic scars. It is thought that the pressure creates a hypoxic environment in the wound, which promotes wound maturation and leads to collagen degeneration. However, research has not demonstrated consistent beneficial effects.

Silicone gel

Silicone gel is available in a range of products, including gel sheets, creams or gels. Gel sheets are the most commonly researched product — these are in the form of a soft, adhesive sheet made from medical-grade silicon (cross-linked polydimethylsiloxane polymer). Gel sheets are recommended by many professional bodies for prevention or management of hypertrophic and keloid scars. It has been suggested that silicone gel sheets promote skin hydration, which reduces collagen deposition. Studies indicate that occlusion may play a role in its effects and that silicone gel sheets may influence fibroblast activity or other molecular mediators of scarring. There are a number of clinical trials that have examined the efficacy of silicone gel sheets for scar management. Some studies reported a positive effect, reporting that use of gel sheets led to reduction in risk of hypertrophic scars, or improved elasticity and colour of keloid scars. However, when all studies were considered, there was not a consistent benefit of silicone gel sheeting. In general, silicone gel products have limited adverse effects. The most common are local skin reactions, such as rash or irritation. Silicone gel sheets should not be used on open wounds. There are

limited data to inform optimal duration of treatment. Many research studies examine outcomes over a period of 3-6 months, although longer time frames may also be suitable.

Vitamin E

Topical vitamin E is commonly promoted for scar management, and vitamin E is found in many multi-ingredient products. Claims about its role in scar management relate to its antioxidant effects. However, there is virtually no evidence that supports its use for prevention or treatment of scars. A number of controlled trials have been conducted but they report no beneficial effects of vitamin E on scar size, colour or other characteristics. In fact, a number of trials report that vitamin E is associated with a higher risk of adverse effects such as contact dermatitis and other allergic skin reactions.

Simplified wound care with 3 in1 action 1

moist wound environment

continuous autodebridement

broad spectrum anti-bacterial activity2

Onion extracts

Onion extracts are in a range of OTC products promoted for scar management. Laboratory studies suggest that that onion extracts may influence fibroblast and collagen proliferation. However, clinical trials have not demonstrated beneficial effects on scar appearance. One study reported that onion extracts caused greater redness than petroleum-based preparation.

Other herbal products

A number of complementary medicines are promoted for wound healing or related skin outcomes. Commonly discussed options include arnica and aloe vera, but many other compounds are present in topical products recommended for scar management. But there is little research on these ingredients, and any evidence is largely negative. These products should not be recommended as effective scar treatment. Taken from a recent Education article in Pharmacy News: ‘Coming to terms with scars’ (Dec 2013)

www.flaminalaustralia.com ALWAYS REMIND CUSTOMERS TO READ THE LABEL AND USE ONLY AS DIRECTED. IF SYMP TOMS PERSIST THE Y SHOULD SEE THEIR HEALTHCARE PROFESSIONAL. References: 1. Flaminal pack information. 2. White R. Wounds UK 2006, 2 (3): 64–69. ®Trademark of Flen Pharma. *Aspen Australia is comprised of Aspen Asia Pacific Pty Ltd (ABN 75 146 444 484) and its subsidiaries including Aspen Pharmacare Australia Pty Ltd (ABN 51 096 236 985), Aspen Pharma Pty Ltd (ABN 88 004 118 594), Aspen Nutritionals Australia P t y Ltd (ABN 31 160 607 509), Orphan Australia Pty Ltd (ABN 11 067 189 342), Chemists’ Own Pty Ltd (ABN 45 000 5 8 5 19 7 ) a n d A r r o w P h a r m a c e u t i c a l s Pty Ltd (ABN 17 003 144 170). All sales and marketing requests to: Aspen Pharmacare Australia Pty Limited, 34–36 Chandos Street, St Leonards NSW 2065. Tel +61 2 8436 8300. aspen@aspenpharma.com.au TASP0076/CO

The Autumn issue – CONTACT 5

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Your Say

Letters In the Summer 2013 issue of Contact, we asked: “What are three activities you believe can be done in the pharmacy when the pharmacist is absent?” We received a wide range of interesting and thoughtful answers, some of which we present here. Congratulations to Joseline Deo, whose Critical thinking response was judged the best. All published responses will receive either a Banana Boat or Colour Tackling sp ort injuries Theory gift pack. CO1 0 1 3 _ 0 0 1 . pdf

Pa ge

2 3 / 1 0 / 1 3 ,

1 2 : 5 9 : 5 0

CONTACT A PHARMACY

NEWS PUBL

Want your voice heard? Tell us on facebook, twitter or email

Have you written to us?

View a selection of letters from readers at: www.contactmagazine.com.au/your-say

AEDT

ICATION

SUMMER 2013

For pharm

acy assista nts

contactmag

azine.com.a

Making you rself indispensab le

No sweat

SUMMER COOL-DOW N

Beat the hea t with tropical iceb locks

WIN! in this issue FREEBIES Page 9

1. Sign for over the counter deliveries 2. Sell Pharmacy Medicine items only after following protocol, and pharmasist involvement is not required 3. Take in prescriptions from customers.

Connie Maggio Quarry Rd Pharmacy Ryde, NSW 1. Advise customers of products that will help their needs (as all pharmacy assistants are adequately trained in assisting customers) 2. Keep the store neat and tidy, as a well-presented store brings in more customers 3. Not much else because the pharmacist is a required member of any pharmacy and a legal requirement for any pharmacy!

Christina Korleska Sydney, NSW Sell anything that is not scheduled or that needs a pharmacist ... give information on products and services, build rapport ... take in scripts but don’t give them out until you have a pharmacist.

Donna Delgado Jardines Chemmart Pharmacy Maddington, Perth, WA ED - Picking up an interesting (and important) take on the question was Virginia Norton: The pharmacist should never be absent as we are not allowed to trade without a pharmacist.

FREEBIES LETTER WINNER 1. Provide excellent customer service based on our skills and our knowledge of products and go an extra mile to help customers by providing them with add-on sales to ensure they feel fully satisfied with our services 2. Always make sure to maintain and generate stock levels in store so that customers can always rely on us for stock supplies 3. Keep the store clean and presentable.

Joseline Deo, Blooms The Chemist Cranebrook, NSW

6 CONTACT – The Autumn issue

Virginia Norton Tenth Ave Pharmacy Budgewoi, NSW ED - Taking another different angle (which we don’t endorse of course) was Lyndall Crisp: 1. Try on as many perfume testers as you can 2. Find a new eye shadow colour and 3. Pick out all the black jelly beans from the packet

Lyndall Crisp Pharmore Pharmacy East Bentleigh, VIC

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5 minutes with Atkins advocate

Fifiadvocate Box 5 minutes with Atkins

Fifi Box

Fifi Box, at the start of her 15kg weight loss journey with New Atkins.

Radio funny girl Fifi Box on being a relatively new mum, body image & her weight loss with the New Atkins Nutritional Approach.

What's been the biggest challenge for you in your new role as a mum? Keeping up with all the washing that comes with a new baby! It is incredible how much laundry someone so small can produce. I feel like the dirty laundry pile just keeps getting bigger, and there just doesn’t seem to be enough time in the day to get through it all! Other than that, working out my new routine has been a challenge, but with the great support from my mum, Pearl, and wider family network this has been a smooth transition.

How did you find returning to work? I have thoroughly enjoyed returning to work – after Trixie’s birth I cocooned myself into the joy of new motherhood, which for me involved being permanently in my PJ’s and slippers snuggled inside nursing the love of my life. While the idea of returning to work, and emerging from my cocoon was challenging, the support from the radio station and Pearl – plus the fact that Trixie is such a good baby – made the return easy and quite fun.

Radio funny girl Fifi Box on being a relatively new mum, body image & her weight loss with the New Atkins Nutritional Approach.

After 12kgs weight loss. Image courtesy of Woman’s Day Magazine.

PRize Give-AwAy! FoR you oR the PhARmAcy teAm 25 lucky entries can win a $100 prize pack each, thanks to the New Atkins Nutritionals containing: 1 x Atkins Cuisine Pasta

Why did you feel the New Atkins fits in with your new life and lifestyle?

1 x Atkins Shake Mix Chocolate

For most of my adult life I’ve been eating like I’m permanently at a kid’s party and as a result, I was constantly surfing a wave of sugar highs and lows.

1 x Atkins RTD Chocolate 4 pack

My 35th birthday was a bit of a wakeup call, and I resolved to do something about my eating habits. It was during this period I came across The New Atkins Nutritional Approach.

1 x Day Break Hazelnut bar 5 pack

Fifi Box, at the start of her 15kg weight loss journey with New Atkins.

Before falling pregnant I was on the program for several months and not only did I shift some serious kilos, but my complexion improved and my energy levels sky rocketed. The thing I found most amazing is what I learnt about carbs. I always thought that to go ‘low carb’, all you had to do was cut down on bread, potatoes and pasta. I was amazed to learn there are lots of ‘good carbs’ you need to include in your diet – like green leafy vegetables, low sugar fruits, dairy, whole grains, nuts and legumes – and ones you need to really try and avoid - ‘empty’ carbs from processed foods such as white flour and sugar – my personal downfall!

What's been the biggest challenge for you in your new role as a mum? Everything was going fantastically and then - no doubt like many before me - all my hard work and

Keeping up with all the washing that comes with a new baby! It is incredible how much laundry After having Trixie, I was keener than ever to get back on the program – not because of any pressure to but because to belaundry as fit and for both someone solose smallweight, can produce. I feel likeI want the dirty pilehealthy just keepsas possible getting bigger , andmyself there and my daughter - and I know I can achieve this on New Atkins. Ijust amdoesn’ proudtto be an because personal I know out the seem to Ambassador be enough timeforinNew the Atkins day to get throughfromit all! Other experience than that, working program works and it is a great approach for long term healthy eating. my new do routine beenmost a challenge, withNew the great supportNutritional from my mum,Approach? Pearl, and wider What youhas love aboutbutthe Atkins New Atkins works for me because I never feel like I am missing out. The program has also helped familykicknetwork thishabit hasand beenkeeps a smooth transition. me my sugar my energy levels on an even keel– something that is becoming good intentions went out the window when battling morning sickness.

more important to me as I manage work and being a first time mum.

I can choose range oftowhole How did youfromfinda wide returning work?foods including low-sugar fruits, plenty of fresh vegetables, lean red meat, fish, chicken, tofu, dairy, whole grains and nuts. And if I am craving

something sweet tasting, can indulge or shake. I have thoroughly enjoyedI returning to inworkan Atkins – afterbarTrixie’ s birth I cocooned myself into the joy What kind of snacks do you reach for most? ofAtkins newbars motherhood, for me involved in my PJ’s andmyslippers snuggled and shakeswhich are great when I am onbeing the gopermanently or when I need to indulge sweet tooth – but without the guilt! If I am at home, I love an afternoon snack of capsicum and carrot sticks with inside of sticks; my life.orWhile ideaandof natural returningyoghurt. to work, and emerging from my tzatziki;nursing cheesethe andlove celery some the berries cocoon was challenging, the support from the radio station and Pearl – plus the fact that Trixie is such a good baby – made the return easy and quite fun.

1 x Endulge Caramel Nut Chew bar 5 pack 1 x Advantage Chocolate Mint box (15 bars) 1 x 32 page Step-By-Step Guide 1 x Day Meal Planner 1 90 page Carb Counter

After 12kgs weight loss. Image courtesy of Woman’s Day Magazine.

The new, improved Atkins is a breakthrough eating plan that means you don’t have to deprive yourself in order to lose weight. It’s based on proven Atkins principles of eating protein and fibre-rich foods that leave you feeling more satisfied. You can eat your way to the body you want with Atkins bars and shakes. They’re absolutely delicious - yet low in sugar and carbohydrates - so the prefect complement to your New Atkins healthy eating plan. In fact, used together, they’re the best way to achieve your weight loss goal. For more information including FREE tools visit

PRize Give-AwAy! FoR you oR the PhARmAcy teAm

atkins.com To enter for the above $100 prize pack, simply tell us... How many kgs did Fifi Box set out to lose at the start of her Weight Loss journey with Atkins? Together with your name, email & Postal Address email your answer to info@atkins.co.nz to reach us by 30 April 2014. Winners will be notified after this date, by email.

25 lucky entries can win a $100 prize pack each, thanks to the New Atkins Nutritionals containing: 1 x Atkins Cuisine Pasta

Why did you feel the New Atkins fits in with your new life and lifestyle?

1 x Atkins Shake Mix Chocolate

For most of my adult life I’ve been eating like I’m permanently at a kid’s party and as a result, I

1 x Atkins RTD Chocolate 4 pack

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Freebies

+WIN

A botanical skin rescue Jurlique’s Botanical Rescue kit can address skin redness and irritation, and soothe and calm delicate skin. The Botanical Skin Rescue Kit includes a powerful botanical trio to soothe delicate skin. Calendula Cream 40mL: A rich, soothing moisturising cream with precious Calendula flower extract and plant oils to help address signs of sensitivity and redness, while also hydrating and softening. Arnica Cream 40mlL: A gentle, unscented moisturising cream with potent Arnica extract and potent botanicals to help soothe and calm puffiness on the skin. Moisturising Hand Sanitiser 50mL: A light gel designed to eliminate 99.9% of germs after application, but leaves hands moisturised and silky smooth. Win one of 5 kits.

Monochrome is the new black Monochrome is having a fashion moment. Monochrome is one of the freshest trends for 2013 with celebs and street stylers alike embracing the chic trend. Lady Jayne combines this classic sophistication of black and white with the vibrant, rich jewel tone of Emerald Green, the Pantone Colour of 2013. Three packs of the Vibrant Monochrome collection, including: Pony Snap Cuff, Semi Snap Cuff, Headband, Travel Brush, Bobby Slides, Bobby Pins, Hair Elastic Ball, Hair Ties, RRP $65.90 each.

8 CONTACT – The Autumn issue

CONTACT & WIN Enter to win a prize by visiting: contactmagazine.com.au and clicking on the ‘Competitions’ tab. Enter your details and respond to this issue’s competition question: What advice would you give to a customer with a minor burn? You can enter as many of the competitions on these pages as you like using the same answer, but you must send a separate email entry for each competition. Entries close 1 April 2014.

The right instinct Natural Instinct is bringing a range of affordable face, hair, body and baby care to Australian households that are made with carefully selected natural ingredients. These Australian-made products are formulated with the finest plant-derived ingredients, certified organic extracts and pure essential oils. Free from any potentially harmful chemicals and toxins, artificial fragrances or colours, Natural Instinct products are a truly natural alternative. Available at pharmacies across Australia and online at Your Discount Chemist and Pharmacy Direct. More info: www.naturalinstinct.com.au/our-stockists Five hair and body care range are available, including body wash, body lotion, shampoo and conditioner.

BBVIT21694_ContactM[BEBAEL].pdf

Page

19/7/11,

7:55

Help build strong bones with Vita-D. Vita-D is a high potency Vitamin D supplement which helps build strong bones by aiding the absorption of calcium. A diet deficient in calcium can lead to osteoporosis later in life. Vita-D Vitamin D3 1000 IU soft gel capsules are now available in bottles of 60’s (RRP $11.64) and 250’s (RRP $41.16) – so recommend Vita-D to your customers today.

Contact your Clear Sales Representative on 1800 640 043 for special deals.

Nicky Buckley TV Personality.

D a t Vi

l ona ign i t a a n by a g camp . d e t n tisi por kley Sup n adver ky Buc isio ring Nic v e l e u t feat

www.vita-d.com.au Petrus Pharmaceuticals Pty Ltd, Level 3, 1060 Hay Street, West Perth, WA 6005. Tel (08) 9368 5954 Fax (08) 9368 6692. www.petrus.com.au. Use only as directed. BBVIT 21694_CHC42094-06/11

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News

Stand up for feet KNOW PHARMACY assistants are being encouraged to take part in Scholl’s Feet First education module to ensure Aussies get the best foot care advice possible. Research released as part of Scholl’s ‘Stand up for Feet’ campaign, revealed that 93% of Australians have suffered from a foot condition in the past 12 months, however, less than 25% of those have used a specialised foot care product to treat their problem. With a shortage of podiatrists nationwide, Brenden Brown, found of A Step Ahead podiatry clinic in Sydney, said pharmacy staff were essential to tackling foot health conditions, from cracked heels to hard skins. “A great worry for me is in referring them back to a 16-year-old in a pharmacy that doesn’t have training and doesn’t actually know what they’re talking about, so the Feet First module is a really good thing for PAs,” he said. “I want my patients to get the right product. I don’t want them to come back with something that they’ve wasted their money on, that isn’t going to be of benefit to them.” Check out our gallery featuring international foot model and Scholl’s spokesperson Gemma Howorth, and Brendan Brown, at contactmagazine.com.au

YOUR

NUMBERS

*#@!

196

complaints were made by pharmacy sector employees to the Fair Work Ombudsman in 2012

93%

of Australians suffered a foot condition during the past 12 months

Burns treatment inappropriately used PRODUCTS obtained from pharmacies are contributing to high levels of inadequate and inappropriate paediatric firstaid burns treatment. In a letter to the Medical Journal of Australia, burns specialists at the Children’s Hospital, Westmead, said about one-third of children they surveyed from 2008 to 2012 received inadequate, inappropriate or no first aid, regardless of the size of the burn. The Australian and New Zealand Burns Association defined adequate first aid for acute burns as 20 minutes of cold running water within the first three hours of a burn injury. However, despite first aid campaigns, 34% of inpatients and 30% of outpatient children,

from a sample of 4368, did not receive this treatment. While the majority of children in the study eventually received appropriate first aid, 31% did not. “There remains a need to educate health practitioners and the wider community about appropriate first aid for burns,” the authors said. Inappropriate first aid included products obtained from pharmacies, prescribed by a GP or ambulance officers, such as silver sulfadiazine cream, antiseptics and antibiotic ointments were often used, as were bathroom products, especially toothpastes. Inadequate first aid often included cold compresses or wet wraps, or Burnaid.

600

tonnes of unwanted medicines are collected each year

210,000

Australians are admitted to hospital each year for medicationrelated problems

10 CONTACT – The Autumn issue

Turkey attacks pharmacy ONE pharmacy caught the eye on Twitter in the run-up to Christmas after a turkey “attacked” the store, clearly mistaking it for the butcher shop down the street. Contact can confirm that

no staff were injured during the incident at Nick Logan Pharmacist Advice, Artarmon, NSW, but the owner reported that several pharmacists and PAs had to receive “intensive counselling” afterwards.

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News

Penalty rate review call The Federal Government is urging the Fair Work Commission to consider the impact of employment costs on employers as it conducts its review of modern awards. In it submission to the commission, the Abbott Government said there should also be a review of penalty rates, once the transitional arrangements included in most modern awards have concluded on 30 June. The Pharmacy Guild of Australia also raised the issue of penalty rates in its submission, imploring the commission to attribute more weight to section 139 of the Fair Work Act, which states “a modern award may include terms about” overtime and penalty rates, compared with section 134 (1)(da), which says the awards “need to provide remuneration for” employees working overtime, unsocial

hours or public holidays. The government submission said section 134(1)(da) should not be read in isolation. “The government submits, consistent with evidence of the then Department of Education, Employment and Workplace Relations to the Senate Education, Employment and Workplace Relations Legislation Committee on 22 April 2013, that this paragraph merely requires the commission to consider the existence of entitlements rather than requiring the addition of new clauses in modern awards which currently do not contain such clauses. “The commission is also responsible for determining whether the additional remuneration and the hours and/or days in which it is provided in modern awards are appropriate in a particular industry.”

Employers pay after audit report Results from the Fair Work Ombudsman’s audit of 523 pharmacies across Australia recovered more than $280,000 for 599 employees, with almost half of that amount coming from breaches relating to one pharmacy chain owner in NSW. The audit found pharmacy assistants were the most likely group of pharmacy employees to contact the ombudsman complaining of potential breaches of the Pharmacy Industry Award 2010, and they had a contravention rate of 61%. The ombudsman’s National Pharmacy Campaign 2012/13 final report revealed that 196 complaints were made about the sector from July 2010 to September 2012, with 75% of those coming from female pharmacy employees.

Results from the report showed that while the majority of pharmacy assistants were paid the award rate or above, some were underpaid when employers failed to take penalty rates into account. The report concluded that pharmacy employers needed to be aware of their obligations under the award regarding: the uniform allowance annual wage increases; when penalty rates should be paid; and that ‘juniors’ get pay increases on their birthday.

Pharmacy plans after-hours delivery A Toowoomba pharmacy is set to become the first in Australia to offer an after-hours prescription home-delivery service. Adnan Gauhar, managing partner of the Toowoomba Medical and Dental Centre’s Chemmart Pharmacy, told The Chronicle that the store would launch a trial of the service in June. “What we’re doing is an Australia-wide first, as far as we have been able to verify,” he said. “The trial will allow people in Toowoomba city, with a valid prescription, to order medication for delivery to their homes between certain hours in the evening on weekdays and weekends. “We know there are many people out there in the community who have a need for this service including parents with young children, the elderly and the disabled. “People don’t always get sick between the hours of 9am and 5pm. “To be able to order necessary medications and have them arrive on your doorstep will be a weight off the shoulder of people with restricted access to transport.” Mr Gauhar said patients would be charged a $5 fee for the after-hours service, which has received support from the Darling Downs South West Queensland Medicare Local.

What Stop Go now QCPP accredited Obtain 30 minutes of QCPP Refresher Training now by completing Contact’s What Stop Go online quiz. See page 20 for details.

The Autumn issue – CONTACT 11

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News

Meds disposal education needed PHARMACY staff and other health workers need to do more to educate consumers to safely dispose of unwanted medicines in an environmentally sustainable way, experts believe. In a letter to the Medical Journal of Australia, the Monash University medicines safety experts said while most community pharmacies now participated in the national Return Unwanted Medicines (RUM) program, community awareness was not high. “The RUM program collects over 600 tonnes of medicines each year,” said the experts, who included RUM project manager, Simon Appel. “However, in the absence of any significant consumer marketing it is likely that most unwanted and expired medicines are still disposed of through general waste or sewage.” Such disposal not only had adverse environmental effects, but also led to potential adverse health outcomes, such as children being harmed by discarded medicines in household bins. “Educating health professionals and consumers about the RUM program, as well as ensuring appropriate resources and funding, should be an essential component of the quality use of medicines in Australia,” the experts said.

FACT BITES

NSAIDs

do not raise the risk of miscarriages, according to a new study that should comfort pregnant women who inadvertently take the drugs.

Vitamin

supplements, with or without calcium, does not improve skeletal, vascular or cancer outcomes among communitydwelling consumers by more than 15 per cent

Pharmacies

are being warned they will need to maintain high standards if they wish to prevent the supermarket giants from succeeding in their push to gain access to the pharmacy sector

12 CONTACT – The Autumn issue

NSAID/miscarriage link rebuffed NSAIDs do not raise the risk of miscarriages, according to a new study that should bring comfort to pregnant women who inadvertently take the drugs. Women who reported taking NSAIDs at any stage of pregnancy had almost the same risk of miscarriage as those who reported taking none, the study of more than 65,500 pregnant women found. Just over 8% of women exposed to NSAIDs miscarried, compared with 10% of women

who were not exposed, according to researchers at Ben Gurion University’s department of public health in Israel. “We found no important associations between exposure to NSAIDs, either by group or for most specific NSAID drugs, and risk of spontaneous abortion,” they wrote in the Canadian Medical Association Journal. The findings call into question previous data suggesting the painkillers significantly raised the risk of spontaneous abortion.

Souvenaid evidence questioned Souvenaid, widely touted as having potential for reducing cognitive decline in patients with Alzheimer’s Disease, does not appear to have any such impact, research has indicated. Launched in Australia at last year, Souvenaid is a dietary supplement marketed as a daily drink that provides a range of nutrients. According to NPS Medicinewise, it is hypothesised that increasing the systemic concentration of nutrients required for the formation of phosphatidylcholine, a major constituent of synaptic membranes, will increase synapse formation and function and reduce cognitive decline in patients with AD.

However, analysis of three randomised controlled trials has “failed to show a significant effect of Souvenaid in decreasing the rate of cognitive decline or delaying AD progression.” All three studies reported that Souvenaid was well tolerated with no significant adverse events recorded. The analysis, in NPS MedicineWise Health News & Evidence, found that while it did no harm, “there is no evidence that it [Souvenaid] has any effect in decreasing the rate of cognitive decline or delaying AD progression, although there may be an effect on memory performance in drug-naïve persons in the very early stages of disease.”

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News

The fight for fitness In December 2013, pharmacy assistants in Brisbane, Sydney and Melbourne were rewarded for completing their PainPod online training by winning an exclusive spot at a training session with PainPod ambassador, Lauryn Eagle (pictured 3rd from right, with attending PAs). A professional boxer, champion water skier and elite athlete, Lauryn designed the three training sessions to be fun yet challenging for her PainPod recruits. “Training your mind is just as important as training your body so it was great to see that pharmacy assistants are serious about improving their professional knowledge to better help their customers viaCthe PainPod program,” said Lauryn. 1 ON0 3 1 4 _ 0 0 0 _ P HA “Mental strength and toughness is an

boxing gloves signed by Lauryn herself. More than 16,000 pharmacist and pharmacy assistants across Australia became better educated about the pain management recommendations since completing all the PainPod Modules, which were launched last year. RB Health Hub recently launched its latest training module — PainSmart Check, which guides PAs through useful questions to ask customers with headache, and shows them how to deal with important part of any journey to success customer information that is not covered — whether you’re training for sport or in the Ask Assess Advise protocol. Pharmacy assistants who complete working towards your career goals”. the PainSmart Check can earn 1.5 hours Those who completed their PainPod Approved QCPP Refresher Training. training but couldn’t make it to a training 2 0 1 4 - 0 2 - 1 8 T1 5 : 3 3 : 4 4 + 1 1 : 0 0 Find out more at www.healthhub.com.au session with Lauryn received a pair of

Retail Assistants Conference 2014 20-22 May

The Langham Melbourne

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with Pharmacy News’ new video channel The countdown is on to APP2014, the largest community pharmacy event of the year! For the first time ever, you’ll be able to access exclusive APP coverage daily via Pharmacy News’ new online video channel. Our team will be working around the clock to bring you all the highlights, news and clinical updates from APP2014 plus exclusive interviews with speakers at the event. To ensure your pharmacy is getting all the APP news and views, go to www.pharmacynews.com.au and have a pharmacist subscribe to receive our daily newsletter – now also with access to our brand new video channel.

Go to www.pharmacynews.com.au today and register as a subscriber free of charge.*

The Pharmacy News video channel will be going live 13th March 2014. *You must have an AHPRA number to register. Always read the label. Use only as directed. Incorrect use could be harmful. If symptoms persist see your healthcare professional. ® NUROFEN is a registered trademark of RB Australia. 44 Wharf Road, West Ryde, NSW 2114.

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Training Visit: contactmagazine.com.au

What Stop Go Scratching fungal infections How to identify and provide treatment

Now QCPP accredited

Essentials

Business Sense

Check, check and check again

Effective employees

How MedsCheck and Diabetes MedsCheck can help your customers

Motivated staff can make all the difference to a pharmacy

Contact’s NEW training section now gives you the opportunity to obtain 30 minutes of Approved Refresher Training through the What Stop Go online quiz.

Scan here

SUBMIT your answers at:

www.contactmagazine.com.au/training click on ‘training’ or scan the QR code with your smartphone to complete the quiz.

The Autumn issue – CONTACT 15

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TRAINING Essentials

Check and check again By implementing, promoting and facilitating MedsCheck and Diabetes MedsCheck, a pharmacy assistant can make a positive change in the life of a patient.

Diana O’Neil, National Manager, Communications at the Pharmacy Guild of Australia

he MedsCheck services have been available for approved pharmacies to use as one of their ‘tools’ for patient care since mid-2012. MedsChecks are face-to-face discussions between a pharmacist and a patient that take place in the pharmacy, allowing the patient to ask questions and receive advice about their medications. The intention is to improve the health outcome for the patient by increasing their knowledge, confidence and adherence to their medicines. The pharmacy is paid a set service fee by the Government to supply this service. There is no charge to the patient. Every year, 210,000 people are admitted to hospital with medication problems. It is estimated that 50% of these could be avoided by better medicine management. The MedsCheck services are an opportunity for community pharmacy to help reduce this alarming statistic.

16 CONTACT – The Autumn issue

Getting invloved

Pharmacy assistants don’t have to do any further training to get involved with the MedsCheck services. There is a lot to do without training! • Have a conversation with your manager or the chief pharmacist and ask how you can participate or contribute • Pharmacy assistants can facilitate communications between the patient, pharmacist and doctor with phone calls, paperwork and discussions • Make sure your patients are aware that the service is available; for example, by using flyers in the bags, posters, advertisements in the local press, on your Facebook page • Make sure you know what the eligibility criteria is and familiarise yourself with the relevant informational websites (see below) • Keep the consultation area ready for a patient customer to have a MedsCheck or a Diabetes MedsCheck

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Essentials TRAINING

“A lot of patients are confused by generics — one patient was taking a generic and a non-generic of the same drug at the same time!”

• Ensure that the patient knows to bring all their medicines including any over-the- counter and complementary medicines, plus any medication devices to the consultation • Learn about what constitutes ‘informed consent’ that is required for the MedsCheck services (though it is the pharmacist’s responsibility to manage this) • Look out for communications from the Guild or the PSA with the latest news; for example, there was a recent Guild campaign called ‘Claim it right!’ which highlighted four ‘helpful tips to keep a pharmacy’s MedsCheck service on track. See www.5cpa.com.au/medscheckontrack • Some pharmacy assistants play an administration role in submitting claims to DHS (Medicare) on behalf of the pharmacy.

Case studies

David, the manager at Priceline Pharmacy Casula (NSW), appreciates the pharmacy assistants being on the lookout for patients who would benefit from a MedsCheck service. Mostly the pharmacy makes the most of their IT system that puts up a ‘flag’ when a patient could be elgible. While a pharmacist actually conducts the MedsCheck service, pharmacy assistants at the Casula shop will help with making the patient comfortable, putting them at ease with the process. The assistants/pharmacy support staff have to be aware of what the service entails to be of help. Patricia, a pharmacy assistant from Terry White Chemists, Buranda (Qld) recommends that pharmacy assistants always “show an interest in their patients and actively listen to any concerns they might have - that way, ‘you notice that they are asking questions or seem confused about their

QUICK TIPS Six tips on how pharmacy assistants can identify patients who may need a MedsCheck or Diabetes MedsCheck AND be eligible 1. Look out for a patient who is taking five or more prescription medications, for example, when packing or dispensing pre-packed aids, or when a patient brings in a few scripts at a time 2. Start a conversation with your patients so you can politely find out if they’ve recently had a major illness and/or been recently hospitalised 3. Ask the patient and check the records to see if the patient has had a MedsCheck service in the past 12 months ( only one a year is allowed) 4. Check that the patient lives at home in the community (ie, not in a nursing home) and is a Medicare or DVA cardholder And two more for a Diabetes MedsCheck… 5. Find out whether the patient has been recently diagnosed with type 2 diabetes or their diabetes is not well-controlled. 6. Find out if the patient is unable to gain timely access to existing diabetes education/health services in their community.

Note: this is not a complete list. Refer to the websites and use the 5CPA hotline listed below.

medications”. Sometimes patients will mention a side-effect that they are experiencing. All these things are clues that a patient probably needs a MedsCheck service. “A lot of patients are confused by generics - one patient was taking a generic and a non-generic of the same drug at the same time!” says Patricia. She is sure that, by providing MedsChecks or Diabetes MedsChecks, her pharmacy has prevented some adverse drug events. Maria, a dispensary technician of 10 years’ experience and a former pharmacy assistant, takes note of the complexity of her patients’ medicines when packing the drug administration aids at Lorne Street Pharmacy, Lalor (Vic.). “When I notice a complicated pack with several medications, I alert the pharmacist that the patient might benefit from a MedsCheck,” she says.

Definitions

The Department of Health and Ageing defines a MedsCheck as “an in-pharmacy service providing a review of consumer’s medicines, focusing on education and self-management …” A Diabetes MedsCheck differs slightly in that it has “a focus on the consumer’s type 2 diabetes medicines management [and] monitoring devices …” It is concerned with improving blood glucose control and patient confidence in managing their condition. Additionally, for Diabetes MedsCheck, the aim is to offer it to patients “who are unable to gain timely access to other diabetes education or health services in their community”. Pharmacy assistants can keep in mind that there are some groups of patients who may be particularly helped by having a MedsCheck. These patients include the following groups: • from a non-English speaking background • with dexterity, vision or hearing problems • who live by themselves and may not have access to social support • with chronic conditions • with a mental health condition • with a heart condition. The MedsCheck Services are funded by the Australian Government Department of Health and Ageing as part of the Fifth Community Pharmacy Agreement.

RESOURCES:

Visit: www.5cpa.com.au/medscheck Email: support@5cpa.com.au Phone: 1300 555 262 The Autumn issue – CONTACT 17

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TRAINING What Stop Go

Scratching

fungal infections

18 CONTACT – The Autumn issue

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What Stop Go TRAINING Now QCPP accredited Jill Malek professional practice pharmacist at the PSA and former community pharmacy owner

Fungal skin infections are a common presentation in community pharmacy. What are they? And how should you handle these cases?

What is a fungal infection?

ungal infections are caused by organisms called fungi. These organisms live in air, in soil, on plants and in water. They usually thrive in areas of high temperatures and humidity. Fungi can live harmlessly on, or in, the human body, but sometimes they grow rapidly and multiply, causing infection. The types of fungi that commonly cause fungal skin infections are dermatophytes (tinea) and yeasts (candida).

Common fungal skin infections

Tinea infections are caused by dermatophyte fungi. The fungi can infect the skin, scalp, or nails and can be easily spread when people touch each other. The infections are often itchy and scaly and may be inflamed. Tinea infections can occur: • On the feet (‘athlete’s foot’) – usually between the toes, where the skin may become soggy and moist or cracked, flaking and peeling. It can be itchy and red and may have a ‘fishy’ odour. • On the body, arms, legs and neck (‘ringworm’) – appears as round red, itchy, scaly patches with clear areas in the middle. • In the groin area (‘jock itch’) – appears as an itchy, red rash in the groin area, which can spread to the inner thighs and buttocks. • On the scalp – mainly seen in children as itchy, red patches on the scalp. The scalp can become scaly or crusty, and patches of hair may fall out. • In the nail – usually seen in the toenails but can occur in the fingernails. The nails develop flaky white or yellow patches that usually start at the tip of the nail and spread downwards. As the infection slowly spreads beneath the nail surface, it causes the nail to thicken, lift up and separate from the nail bed. Candida infections are caused by a group of fungi called yeasts. These fungi are found in the mouth, nappy area, and vagina and between skin folds (for example, under the breasts or armpits, or between the fingers). Candida infections can occur: • In the mouth (oral thrush) – seen as creamy, white patches in the mouth and on the gums and tongue. Underneath, the patches are red, raw and painful. • In the nappy area – seen as a bright red, moist rash defined > The Autumn issue – CONTACT 19

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TRAINING What Stop Go

CASE STUDY Who is the patient?

Woman in her fifties

How long have symptoms been present?

About one week

Actual symptoms - what are they?

Red and itchy rash with small blisters in her armpits

Treatment for this or any other condition?

She has applied sorbolene cream. She has diabetes and is taking medicines for this condition.

Symptoms or side effects caused by other conditions and/or medicines?

The sorbolene cream caused the rash to become painful when it was applied.

Totally sure? If you are unsure, refer to the pharmacist.

As the lady has diabetes and is taking medicines, you must refer to the pharmacist

Overuse/abuse - how often has the patient been taking the medicine or self-treating the condition?

The customer has tried a soothing cream once but no other treatment has been tried. The rash is undiagnosed.

Pharmacist preferred?

Ask whether the customer would like to speak to the pharmacist.

GO – refer to the pharmacist

You give a brief description of the rash to the pharmacist and mention that the customer has diabetes and is taking medicine. You introduce the customer.

When treating a fungal infection, regular application of medication is necessary to ensure treatment will be successful. by the nappy area, as well as in the skin folds. Tiny white or red spots or blisters may appear in and on the edges of the rash area. • In the vagina (thrush) – causes a thick, white, odourless vaginal discharge, and a bright red rash with itching and burning. • In the skin folds (intertrigo) – causes a bright red, moist, itchy rash. Tiny red spots and blisters may appear around the edges of the rash. Tinea versicolor (also known as pityriasis versicolor) is caused by a different group of yeast-type fungi called Malassezia. It appears on the chest, back or upper arms as pink, coppery-coloured patches that can be slightly itchy.

Treatment

When treating a fungal infection, regular application of the medication is necessary to ensure that treatment will be successful.

Useful advice

Remind a customer with a fungal infection that good personal hygiene is very important. You should advise them to: • continue to use the treatment regularly for the length of time specified in the product directions • use a separate towel when drying the infected area, as fungal infections are easily spread • wash their hands after applying any treatment. Depending on the area infected, you should suggest that they: • avoid tight, clingy clothes and 20 CONTACT – The Autumn issue

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What Stop Go TRAINING

underwear that do not allow air to flow around the skin • not share towels, shoes, socks, hats or combs • dry thoroughly between toes and in skin folds after washing • wear thongs in public shower and pool areas to avoid spreading the infection • wear cotton socks that allow air to the infected area; change socks daily • discard old shoes that may harbour a lot of fungal spores • wear light, well-ventilated shoes; avoid shoes made of synthetic material, such as vinyl or rubber. When should you refer a customer? A person seeking advice or treatment for a fungal skin infection should be referred to the pharmacist if they: • are pregnant or breastfeeding • are taking any other medicines • have other medical conditions • have a rash or other symptoms on their scalp, palms of their hands, soles of their feet, nails, mouth or vaginal area • have used a treatment and are continuing to have symptoms • have signs of a bacterial or viral infection (eg, pus, weeping, yellow crusting, blisters) • are uncertain of the diagnosis • are elderly or a baby.

Table 1. Treatment options for fungal skin infections Treatment option

Available formulations

Used to treat

Other information

Cream, liquid, lotion, Azoles: ointment, powder, • bifonazole (eg, Canesten Once Daily, shampoo, spray, tincture Mycospor) • clotrimazole (eg, Canesten, Clonea) • econazole (eg, Pevaryl) • ketoconazole (eg, DaktaGold, Nizoral) • miconazole (eg, Daktarin, Resolve) • combination azole with hydrocotisone (eg, Resolve Plus, Hydrozole)

Tinea infections of the skin and scalp, nappy thrush, vaginal thrush, tinea versicolor

• treatment of choice for most fungal skin infections • use 1–3 times a day (depending on product) • continue treatment until 7–14 days after symptoms clear • can be used by pregnant women • miconazole with zinc oxide can be used for nappy rash • miconazole and clotrimazole combined with 0.5% or 1.0% hydrocortisone can be used for inflamed areas • azoles with 1% hydrocortisone are Pharmacist only (Schedule 3) medicines • use shampoo or foaming solution for tinea versicolor

Amorolfine (eg, Loceryl)

Nail lacquer

Nail fungal infections

• apply once or twice a week until the infection is gone and a healthy nail has regrown • may take 6–12 months

Terbinafine (eg, Lamisil, SolvEasy)

Cream, gel, single application liquid

Tinea and candida skin infections

• more rapid response than azoles • apply once daily • when treating athlete’s foot, the liquid should be left on for 24 hours before washing off • not recommended for use in children under 12 years of age

Tolnaftate (eg, Mycil, Tinaderm)

Cream, solution, ointment, powder, spray

Tinea infections, tinea versicolor

• may irritate the skin • less effective than azoles and terbinafine • not effective against candida infections • use 2–3 times daily until 2 weeks after symptoms disappear

Undecenoic acid (e.g. Gordochom, Pedoz)

Liquid, powder

Skin and nail fungal infections

• liquid used to treat nail infections • may cause irritation • use twice daily until several weeks after the infection has cleared

Benzoic acid and salicylic acid (Whitfield’s ointment)

Ointment

Fungal skin infections, eg, ringworm

• less effective than other products • now rarely used

Case study

A middle-aged lady is looking in the skincare section for a cream to treat a rash that has developed in her armpit. She wonders if she is allergic to her deodorant. Use the WHAT-STOP-GO protocol to help you decide on a suitable course of action.

Discussion

It is likely that the lady has a fungal infection in her armpits - intertrigo. The pharmacist suggests a cream containing miconazole in combination with 1% hydrocortisone to treat the inflamed, itchy fungal infection. She advises the lady to apply the cream twice a day for a few days until the inflammation subsides, and then continue treatment with a cream containing miconazole alone until two weeks after the symptoms have gone.

The Autumn issue – CONTACT 21

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TRAINING What Stop Go Complete the

Quiz SUBMIT your answers at: contactmagazine.com.au CLICK ON ‘training’ or scan the QR code below with your smartphone. THEN COMPLETE THE QUIZ to earn 30 minutes of QCPP accredited Refresher Training.

Now QCPP accredited CO0 5 1 3 _ 0 0 0 _ NOV

Fungal skin infections multiple choice 1. Tinea and candida infections are caused by which organisms? a. Bacteria. b. Viruses. c. Fungi. d. None of the above. 2. Which of the following is an example of a candida infection? a. Ringworm. b. Vaginal thrush. c. Jock itch. d. A pus-filled blister.

c. Only use the antifungal treatment if the rash is itchy. d. Apply the treatment once a week. 4. What is the MOST helpful advice to give a customer with athlete’s foot? a. Always wear thongs. b. Keep the feet covered with socks. c. Do not share towels after drying between the toes. d. Regularly buy new shoes.

5. Referral to the pharmacist is required for which of the following customers? a. A lady has a red, itchy rash under her arm. b. Suzy, who is 30 years old, complains of itchy, white, 3. Which is the MOST appropriate advice to give a soggy skin betweens her toes. customer about treatment for ‘jock itch’? c. A 23-year-old man has itchy, round red, scaly a. Stop using the treatment when the rash clears. patches with clear areas in the middle on his body. b. A clotrimazole cream should be used three times d. A regular customer, who is taking medicine for a daily until 7–14 days after symptoms clear. heart condition, mentions that his toenails are very 1 2 0 1 3 - 0 4 - 1 7 T1 0 : 2 7 : 4 5 + 1 0 : 0 0 thick and white.

PSA is pharmacy No matter where you are in your career journey as a pharmacist, the PSA is here for you. By joining Australia’s leading community of pharmacy professionals, you’ll gain access to a range of exclusive benefits whilst improving your career and business prospects.

PSA3912

P: 1300 369 772 » www.psa.org.au/membership

22 CONTACT – The Autumn issue

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Business Sense

Effective staff make the difference! Pharmacy retail guru Hilary Kahn looks at what you need to do to keep staff motivated and keep their eyes on the end result.

“I am certainly not one of those who need to be prodded. In fact, if anything, I am the prod.” Winston Churchill

Hilary Kahn Author

ome staff members are intuitively or innately effective. They are responsible and accountable. They see and want to seize opportunities, understand priorities and recognise business imperatives. That doesn’t mean they have nothing to learn - and the best of these are like sponges, soaking in information, wanting to know how to do things still better - and then do it. They are typical high achievers that have to be nurtured, encouraged and motivated still more to achieve more. What is dangerous is assuming that just because they are good, motivated, highly efficient and effective now, it means they have reached their (and the business’) potential. They look at their stores or retail areas and really see and diagnose retail fundamentals to understand where they could drive performance impacts still further. They seem to understand that more customers revisiting is the name of the game; customers’ wants and needs must be filled. They notice when the store lacks logic, worry about out-of-stocks, hate anything that ‘infects or contaminates’ their store.

24 CONTACT – The Autumn issue

They chase higher average sales and items per transaction. They seem to ‘get’ the need to make a profit.

Knowledge is vital

However, smart mustn’t mean arrogant! Their experience and knowledge still needs developing because, however long they have been in retail, their exposure in one segment or to one boss is limiting. Expose these people to more training, a greater width of experience. Deepen their knowledge. When that happens, they will deliver more. They worry when they see less-than-sound performance from others being tolerated, if not sanctioned. Their motivation slips every time they are held to the highest standard, while a blind eye is turned to those who they believe let the business down. They eventually lose respect, motivation, commitment. The problem really occurs when store managers have only these isolated people to really count on.

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Business Sense

Detail the retail key

Retail is absolutely detail! Recently, a wonderful, very expensive refurbishment was completed on a local supermarket, resulting in an amazing looking fresh area. It cost a fortune. Got wonderful publicity and held an expensive opening. There were gorgeous displays. Staff members all smiled, proud to be in their new uniforms. They love their new store. And the excellent new ranges are really hurting its far better known national supermarket competitor down the road. This store also competes against a brilliant, if slightly more expensive, greengrocer across the road. So my neighbour at 9am one morning went in to buy, armed with a 16-item shopping list. Top of the list was the parsley. To quote her, she said to an immaculately groomed staff member unpacking other vegetables nearby: “The parsley looks sad. Do you have any more out the back?” He smiled and said: “Of course we do.” She asked: “When will it be out.” His answer: “Later, when it’s brought out!” So she went, with her list, across the road. And here I am, using that most important of all advertising tools, ‘word of mouth’ to tell you the story. Be very aware of what falls through the cracks. The most significant chasm is always found between an in-out (internal) focus on the quality we think we provide and the out-in (customer) focus.

Inconvenient truths

If we believe that perception is everything and also that the customer is always right, then some factors are really confronting: 1. Shopping centre surveys (by customers) mostly say that the best service is delivered by supermarkets - not the pharmacist, bank, optician, shoe shop. 2. American Express research says: “Customer service and the customer experience is in decline - that’s what 60% of customers think anyway.”

Attitude is everything. When recruiting, look for the smile first, listen to the answers later.

The lessons

So, what are the lessons? 1. Hire the smile. Attitude is everything. When recruiting, look for the smile first, listen to the answers later. Under pressure, a smile and attitude is everything. The rest can be trained. 2. No one in the business should accept underperformance from some while others shine. Set the standard, train to the standard and measure the standard, all the time, every day, every person. 3. Train, train, train store performance fundamentals. Get everyone onto the same page. Employ sponges for knowledge. 4. Remember, good people don’t work for bad managers for longer than they have to. Good managers don’t, and shouldn’t, tolerate underperforming staff. Hilary Kahn has co-developed Tic Toc Time to Shop! www.tictoctimetoshop.com. Hilary and Roger Simpson come together for the 2014 Store Management Workshop in every state. The Autumn issue – CONTACT 25

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Products

Gentle sun lotion Banana Boat Sensitive & Faces are now available in new SPF50+ Formulations. Banana Boat Sensitive SPF50+ is formulated to stay on in seven conditions: wind, ocean, sweat, pool, sand, heat and sun, It meets stringent Australian standards for SPF50+ protection while taking sensitivity factors into account to provide optimal protection in a gentle, fragrance-free and non-greasy formula. The lightweight lotion rubs in easily, offering broad spectrum UVA and UVB protection. RRP: $16.49 for 200g. Banana Boat Faces SPF50+ is an oil-free formula with the most advanced protection. Designed for daily use, it protects your face and neck from harmful UVA/UVB rays to help keep skin looking younger for longer. With a gentle formula, it absorbs quickly into the skin while offering all round broad-spectrum protection. Fragrance-free and perfect under make-up, it comes in a handy 100g tube that can be easily carried in a handbag to reapply. RRP: $11.99 for 100g. Contact: 1800 810 310

Vital antiinflammatory help Rose-Hip Vital with GOPO, a natural anti-inflammatory supplement, is helping people across Australia to keep doing the things they love. Now, the team at Rose-Hip Vital have introduced a new capsule to the range, making it easier for users to take their daily dose. Exclusive to Australia, Rose-Hip Vital is an all-natural product, sourced from pure and natural rosehips. GOPO is the active compound isolated during the Rose-Hip Vital patented drying process. It acts as a natural antiinflammatory and may help relieve joint swelling and inflammation, including the temporarily relief of the pain of arthritis. The “3 in 1” Super Strength acts as a: • Natural Anti-inflammatory • Powerful Antioxidant • Rich Natural Vitamin C RRP: $59.95. Visit: www.rosehipvital.com.au

26 CONTACT – The Autumn issue

Jelly and ice do mix Gastrolyte’s Jelly-Ice Blocks have been awarded ‘Product of the Year 2014’ in the OTC Hydration Category through a survey of 16,277 people by Nielsen. Jelly-Ice Blocks provide a rapid rehydration solution suitable for children aged 2-12 years. They can be eaten straight from the pack for rapid relief, or after being frozen with no mixing required. Jelly-Ice Blocks contain no artificial flavours and are available in two child-friendly flavours — strawberry and orange. For the past 20 years, Gastrolyte has been a trusted product within the oral rehydration market. The Gastrolyte range also includes ready-to-drink formulas, effervescent tablets and powder sachets. RRP: 16 x 62.5mL Jelly-Ice Blocks $16.95 Contact: 1800 732 273

Helping keep your hair on Viviscal, a supplement that aims to improve the lives of women by helping to stop hair thinning, is coming to Australia. Stress, diet, HRT, the pill and menopause can impact overall health and well-being and also take a noticeable toll on hair. It can be upsetting when hair turns brittle and starts to fall out. Consisting of a drug-free nutritional supplement, a shampoo and conditioner, the range nourishes the hair from both the inside and outside by creating the ideal environment for healthy hair growth. Viviscal supplements are formulated with the exclusive protein complex AminoMarC™, a proprietary complex rich in marine proteins. They also contain organic soluble silica, a rich source of Vitamin C from acerola cherry, millet seed and iron, plus zinc and biotin. Six months’ use is recommended, however, many users see results as early as three months. RRP: Viviscal Maximum Strength – $89.95 (60 box); Viviscal Man – $89.96 (60 box); Viviscal Gentle Shampoo (200ml) – $25; Viviscal Moisturising Conditioner (200ml) – $25. Visit: www.viviscal.com.au

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Products ADVERTISEMENT

Sweat no more No More Sweat stops sweating for up to seven days with one application. It is mild enough to be used at any age or on any part of the body — from scalp to feet. The main ingredient in No More Sweat is aluminium sesquichlorohydrate. No More Sweat has no irritation associated with similar products. It comes with a money-back guarantee – should a customer be unhappy with our product, we will refund them ‘no questions asked’. For all enquiries, please contact doward international 03 8587 4600

Bite-sized weight loss treats

New Atkins is a scientifically based and sustainable carbohydrate controlled eating plan for safe and effective weight loss, weight management and healthy living. Now with two new bite-sized treats! Low Carb, Low Sugar –only 1.2g per serve • Endulge Chocolate Candies 5pk • Endulge Chocolate Peanut Candies 5pk – Tastes like Australia’s favorite candy, without the added sugar! These unique and innovative weight loss products come in bitesized portions to help curb confectionery cravings by the dieter. Concept testing research confirms consumers love the new products. Help your customers stay on track all day with the full range of Atkins products available from all Pharmacy Wholesalers Visit atkins.com for more information & support

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Products

An original look Nivea Men (formerly Nivea For Men) has re-launched with a fresh new logo and sleek new look. Previously the core blue range, the new Nivea Men Originals range has undergone a formula upgrade as well as a packaging overhaul to provide men with a quick and simple way to refresh, soothe and protect their skin. The range includes: Nivea Men Originals Protective Moisturiser SPF15, RRP: $11.83; Moisturising Shaving Foam, $5.62; Moisturising Shaving Gel, $5.99; Exfoliating Face Scrub, $8.60; Refreshing Face Wash Gel, $7.99; Replenishing Post Shave Balm, $11.36. Contact: 1800 103 023

Liberate your legs Your customers can liberate their legs this year with Schick Hydro Silk... Help them achieve hair-free skin in three simple steps: 1. Use a scrub exfoliate to help remove dead skin 2. Change your blade regularly 3. Moisturise with a fragrance free moisturiser Visit: www.schickfreeyourskin.com.au

A mild way to clean Cetaphil has been producing skin care products that are trusted by its users and suitable for all skin types in Australia for over 30 years. Originally developed by dermatologists for sensitive skin, Cetaphil Gentle Skin Cleanser is a soap substitute that softens your skin as it gently cleanses. Independent clinical tests have shown it to be one of the gentlest non-soap cleansers. Its mild formulation won’t sting your eyes and can remove light make-up without clogging pores. Developed to be used with or without water, Cetaphil Gentle Skin Cleanser is pH balanced and lanolin and fragrance free. Suitable for all skin types and infants. Available in 125ml – RRP $8.35, 250ml – RRP $10.25, 500ml – RRP $16.35 and 1L – RRP $24.95. Contact: 1800 800 765

Please your lips Lip gloss is a quintessential beauty must-have. Ulta3 Glossy’s are a non-sticky formula with added Mica, giving a sexy, yet subtle, shimmery, sparkling effect. Ulta3 Glossy’s are the perfect combination of colour and care. Available in six mouth-teasing (and pleasing!) flavours – Vanilla Frappe, Mocha Ice, Cherry Freeze, Berry Sorbet, Peach Sherbet and Raspberry Crush. Available in two new collections in 2014: Ulta3 Glossy’s, and: Ulta3 Colour Me Pretty Lipstick Crayons. RRP: $2.00 each Visit: www.heatgroup.com.au

28 CONTACT – The Autumn issue

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Me Time

Getting the balance right Work-life balance is a term familiar to most of us. Despite its simplistic and self-explanatory definition, its actual existence requires committed dedication to ensure results.

Claire Hall, principle life coach, Authentic Empowerment

ork-life balance is not a luxury we should view with aspiration; it is an essential part of leading the full and happy life to which we are all entitled. In our pursuit towards achieving optimum work-life balance it is common to face many obstacles. Some of these obstacles exist in the external infrastructure of our lives and little can be done to change them. However, often the greatest obstacle to achieving successful work-life balance is ourselves. Or more precisely our mindset. Whether at home or work, we may occasionally confront strong emotions that can restrain us from seeking guidance or assistance to help keep work-life balance on track. Emotions such as fear can be triggered by certain situations involving career progression, asking for help or being seen as weak. Guilt is another big player that

can lurk behind our beliefs around taking time for lunch, leaving at a reasonable hour or thoughts around being able to handle everything alone. Any strong feeling or belief that fundamentally stands against work-life balance must first be addressed in order to create any sustainable behaviour changes towards a positive balance. In the long run, this not only serves you but also your employer because as a happy and more balanced member of staff you achieve higher levels of performance. Also, your friends and family enjoy a more balanced and happier version of you. Here are seven key steps to assist you to achieve greater work-life balance:

1: Put YOURSELF first

Frequently we put others first in the belief it is the sensible, or ‘right’, thing to do. Remember the safety instructions on board an aircraft? It clearly states to fit

your own oxygen mask before fitting a mask to others. This is a RESPONSIBLE way to behave. You cannot help anyone else if you have not helped yourself first. It is important to distinguish the differences between thinking self-care is a responsible action as opposed to a selfish one. When you are coming from a place of love and respect for yourself, positive results manifest for all areas of your life. If you are stuck in a place of denial or guilt, the vicious cycle continues and wellbeing may elude you. Start by replacing the belief that “it’s the ‘right thing’ to always put others first” with “I place priority and responsibility for my own self-care before I can help truly others”. Make a list of all the actions you need to take on a daily basis to safeguard your wellbeing. For example, eat a good breakfast, leave a break between meetings to gather your thoughts and reduce stress. > From your list, commit to making The Autumn issue – CONTACT 29

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Me Time

4: ACTION Daydream about your ideal week, balance, finances, family time, health, relationships or travel.

one action a reality this week. Choose another next week while maintaining the first. Before long, you will reap the benefits from your new behaviours.

2: Daydream

When our lives are out of balance we can frequently feel trapped or unable to see other options. By allowing yourself to daydream and reflect on what a perfect lifestyle might look like, you are creating a vision to strive towards. After all, if you don’t know where you are heading, any road will take you there. Daydream about your ideal week, balance, finances, family time, health, relationships or travel. Do it freely and record your vision for the future. What would be your first step towards achieving it?

3: Simplify your life

Don’t get sucked into a busy life, keep a clear head about what needs to be done and when. Leave emotions at the side and prioritise your time into three categories: 1. What is Essential? 2. What is Life Enhancing? 3. What is Hassle? Ensure your essential items are truly vital and not a subjective decision. Are your life enhancing or ‘luxury’ items still a pleasure? Or have they slipped into the hassle cart? Develop steps to remove all hassle factors and replace with new ways of approaching the task based on fun or enjoyment. Work out what are the most important tasks at home and work. What are the key activities and how can you make best use of your mind, experience and skill? 30 CONTACT – The Autumn issue

Plan what needs to happen, prioritise the actions then allocate a specific time when this action will get done. Use a spreadsheet, your online schedule or find an app for to-do lists and make them a reality by writing them down. Remember, stretching out of your comfort zone can be uncomfortable. Change requires effort and energy. Start by committing to small actions often and most importantly, hold yourself accountable.

5: Be Organised

Disorganisation is the thief of time! Invest in quality time to organise your personal and professional environment to support your activities. Physical clutter eats up valuable time and contributes to scattered thinking. Mobile phones and email create the expectation of our availability 24/7. This can lead to ‘attention’ addictive behaviour which again steals our time. Commit to at least one action a week to transform your organisational skills for long-term positive change.

6: Enrol your team

Have you ever tried to soldier on without asking for help? Then felt the associated feelings of isolation, being a martyr or sheer exhaustion? How are we team orientated at work and yet forget to use the same principles at home? Leveraging the unique strengths of family members and friends can help achieve work-life balance.

7: S eek advice

Sometimes it’s hard to see the wood for the trees when it comes to selfimprovement. Enrolling the assistance of a professional coach, counsellor or mentor can fast track your journey to sustainable work life balance. Claire Hall is a Sydney-based Life Coach and Counsellor, author of How to Kick IVF ASS and founder of Authentic Empowerment. For further information please see www.authenticempowerment. com.au or call 02 94121166

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Me Time Wholemeal Zucchini, Spinach and Pumpkin Seed Muffin One serving of wholemeal zucchini, spinach and pumpkin seed muffin is a source of iron and vitamin A; a good source of protein, fibre and folate; and low in sodium. Nutritional Analysis – Wholemeal zucchini, spinach and pumpkin seed muffin (not including serving suggestion) Serving size: 160g Energy Protein Fat, Total - Saturated Carbohydrate - Sugars Dietary Fibre Sodium Folate Iron Vitamin A

Quantity per serve

%DI / RDI*

1060kJ

12%

12.0g

24%

5.0g

1.1g

36.2g

12%

3.8g

6.9g

23%

150mg

65μg

33%

2.8mg

23%

132μg

18%

* DI = Daily Intake; RDI = Recommended Dietary Intake Reference source: FSANZ Standards 1.2.8 and 1.1.1 for labelling purposes. Recipe courtesy of the Australian Egg Corporation Ltd

Serves: 6 large muffins (2 per serve) Ingredients

Method

½ cup pumpkin, roughly chopped in 1cm dices ½ cup zucchini, roughly chopped in 1cm dices ½ cup spring onions, sliced 1 large handful baby spinach leaves 1 cup skim milk 2 eggs A pinch pepper to taste 2 cups wholemeal flour 1 tsp baking powder 2 tbsp pumpkin seeds

Preparation time: 15 mins Cooking time: 25 mins 1. Preheat oven to 180°C. 2. Place pumpkin into a microwave-safe bowl, cover with water and cook in the microwave for 3 minutes or until slightly softened. Drain and add zucchini, spring onions and spinach. 3. Lightly beat eggs and milk, pour over the vegetables and season. 4. Sift flour and baking powder over the top and stir until just combined.

5. Spoon mixture into baking paper lined, non-stick muffin trays, sprinkling with pumpkin seeds, and bake for 25 minutes or until done. Cooking tips: For the more mature palate, crumble low fat fetta and chopped sundried tomatoes into the mix. Serve with: Spread muffins with low fat cream cheese.

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If you want to live a big life… follow your heart Wagner Kyolic High Potency Everyday formula supports a healthy cardiovascular system and may assist in maintaining normal blood pressure and cholesterol*. Wagner’s NEW healthy heart formula – Kyolic + CoQ10 – boasts all the benefits of our High Potency Formula and partners it with the potent antioxidant CoQ10. CoQ10 provides an added benefit by helping counteract the side effects of statin drugs (for cholesterol) such as muscle weakness and fatigue. Best of all both formulas also support a healthy immune system.

NEW

wagnerhealth.com.au Always read the label. Use only as directed. If symptoms persist, consult your healthcare professional. *In healthy individuals. W63