CONTACT Magazine Winter 2014 by Cirrus Media

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CONTACT A PHARMACY NEWS PUBLICATION

For Pharmacy Assistants

Breath of fresh air How to help smokers quit

The right advice Fight cold & flu the right way

POSITIVE THINKING

The right attitude for a happy life

WINTER 2014

contactmagazine.com.au

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

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

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FOR HEALTHY LIVING

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A PHARMACY NEWS PUBLICATION

Contents www.contactmagazine.com.au

/contactmag

@contact_mag

Winter 2014

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

Associate Editor: Christie Moffat T: (02) 8484 0908 E: christie.moffat@cirrusmedia.com.au

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

Account manager: Brent Claremont T: (02) 8484 0813 E: brent.claremont@cirrusmedia.com.au PRODUCTION Graphic designer: Antony Mazzaferro T: (02) 8484 0894

From the Contact associate editor

Sales Co ordinator Healthcare Marlene Dickinson T: (02) 8484 0704 E: marlene.dickinson@cirrusmedia.com.au

When in doubt, innovate

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

Straight Talk 4 5 6 8 10

5 Minutes With... Your Say Health hints Freebies News

Training 14 Training essentials 18 What Stop Go

Business 24 Business Sense 26 Products 29 Me Time

t’s been a challenging year for pharmacy, as debate over wages, rising overhead costs and ongoing PBS reform continue to place pressure on the industry. In April, the Pharmacy Guild of Australia estimated that up to 9000 pharmacy jobs would be lost as pharmacies scramble to adapt to an increasingly difficult business environment. The overwhelming message from leading pharmacy and business experts is clear – it is time to innovate and transform the pharmacy into a health destination, where the emphasis is on superior customer assistance and professional services. Included in this issue is a piece from Ellie Harvison, retail manager at Charnwood Capital Chemist in the ACT, and this year’s winner of the Pharmacy of the Year Award. Ellie adamantly believes that working in pharmacy is not just a job – it is a career, and one that can make a big difference in the lives of patients. Check out page 18 to read about how you can assist patients in committing to smoking cessation, and page 29 to see how you can cultivate a positive attitude towards everyday tasks, including in the workplace. Make sure you take the time to enter our freebie competitions on page 8 – there are some great prizes to give away! Finally, sign up for the fortnightly Contact newsletter at: contactmagazine.com.au, or follow us on Twitter or Facebook. Enjoy your winter issue! Christie The Winter issue – CONTACT 3

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Straight Talk

Five

Ellie Harvison Retail Manager Capital Chemist Charnwood, ACT

MINUTES

with...

Josephine Deo Joseline Deo is a pharmacy assistant at Blooms The Chemist in Penrith, NSW. I started out in pharmacy when... I was only 18. It’s been almost nine years that I’ve been a pharmacy assistant. I simply love working in the pharmacy as I have learnt quite a lot from this industry and I just enjoy doing what I do. My favourite travel destination is... Scotland. I admire the lush greenery, the beautiful cosy cottages and the overall country atmosphere. My greatest achievement is... I have been blessed with three beautiful children. They mean the world to me. Being a mum is such a wonderful experience, although you have to learn how to multitask and keep on your toes 24/7, it’s worth it. The person I most admire is... Mother Teresa, for her generosity for the needy and her great attitude toward people. As a mighty woman, she has inspired so many people with her love and compassion toward others. I plan to... Travel all over Europe and definitely visit Scotland hopefully in the near future. It would be a dream come true. If I wasn’t a pharmacy assistant I would be... In the tourism industry, perhaps as a travel agent. I just love the idea of having a job where I get to travel and visit countries all around the world.

4 CONTACT – The Winter issue

What motivates me? “Working in pharmacy is not just a job, it is a career.”

omeone had recently said to me that they are starting to look at another career path because pharmacy is over. I was entirely speechless, I thought to myself, ‘Are you really giving up that easy?’ Their declaration is what really put my motivation into action. Yes, giving up may seem to be the easiest thing we can do. But after seeing the impact that you, your team and the pharmacy industry can have on a customer’s health and wellbeing, is that something you want to give up? It’s easy to have a typical 9-5 job, an easy job, a job that will pay for that new pair of shoes. But working in pharmacy is not just a job, it is a career. My job isn’t just about serving customers and the retail offer. I contribute to our customers’ healthcare, I am an integral part of my team, I collaborate with other health care providers in our community and I maximise the contribution pharmaceutical companies can make to our pharmacy through product and services. The difference I can make on a customer’s health and wellbeing due to the service that is offered in our pharmacy is something that drives my motivation. Being able to help our customers achieve a better health outcome and seeing the impact that it has on their life. The action is having that conversation with every customer and the reward is later hearing about the difference you make in their life. Having worked in the profession for over seven years I am acutely aware of how important it is to work in a team that encourages and supports this culture. I

am continually challenged to learn more, train more, teach more, experiment with new ideas and learn from my failures. My workplace gives me every opportunity to develop my skills and build my career. My team motivates me. They have a passion and flair in helping our community achieve the best possible health outcomes. Every idea that is put forward is supported, given an opportunity to be implemented and very rarely found to be unsuccessful. To be given the opportunity to attend regular training is something that I am thankful for — being able to expand my knowledge. I recently completed my first aid certificate in mental health; this opportunity has opened up multiple avenues. It allows our customers to come to us in their time of need when all other avenues are expired. The pressure on our industry is what inspires me, and I strive for pharmacy to have a powerful and effective impact on the healthcare system. We need to experiment with new ideas and reflect on our practices in order to move forward. We need to identify the problem, offer the solution and create a stand in the constantly changing marketplace. One of my key motivators is setting numerous goals and endeavour towards them, using my mistakes as extra learning opportunities. The last but not least contribution to my motivation is working with inspiring peers. I work with a great team that help me develop my skills and confidence so I can achieve my goals.

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Your Say

Letters In the Autumn 2014 issue of Contact, we asked: “What advice would you give to a customer with a minor burn?” The responses were excellent and presented a number of different approaches to assist patients with burn care. Congratulations to Wendy Farthing, whose response was judged the best. All published responses will either receive a Natural Instincts, Jurlique or Lady Jayne prize pack.

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

Keep the wound moist until healed; use Burnaid or Solosite; cover with a non-stick breathable dressing; and use a healing oil once the redness has left the wound.

Gail McMahon Pottsville Beach Pharmacy Pottsville, NSW Immediately cool the area under cold running water; remove all rings, etc; apply Burnaid with clean dressing, keeping close eye on any signs of infection; change dressings regularly.

Karen McWilliams Cincotta Discount Pharmacy Engadine, Sydney, NSW

FREEBIES LETTER WINNER I would check whether the customer had run cool water over the burn for at least 20 minutes. Then, I would check whether the burn had blistered and, if it had, whether the blister had broken. I would suggest using a healing gel, such as Solugel, covered with a sterile dressing. I would also advise that more gel can be applied whenever the burn site feels uncomfortable.

Wendy Farthing Malvern Corner Pharmacy Malvern, VIC

The Winter issue – CONTACT 5

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Health Hints

Back to basics to fight antibiotic resistance It’s a common misconception that antibiotics can be used to cure cold or flu. Chris Brooker reports.

his misconception is a major contributor toward the rising tide of antibiotic resistance. The dramatic rise in antibioticresistant bugs could see Australia heading back to the pre-antibiotic era of before WWII, experts fear, with once easily cured bacterial infections becoming harder to fight with antibiotics. In a nutshell, antibiotics are best suited to treating bacterial infections, but the common cold and flu are viruses, and therefore immune to antibiotics. However, recent research by NPS MedicineWise indicates that almost two in three Australian workers (65%) mistakenly believe that taking antibiotics will help them get over their cold or flu and back to work sooner. “Antibiotics only work for bacterial infections, not viral infections like colds and flu — but these new findings show many people still mistakenly believe that antibiotics make a difference when they have a virus,” says Dr Andrew Boyden, NPS MedicineWise clinical advisor. “To help prevent the growing problem of antibiotic resistance it’s important that all Australians recognise and address this misconception,” he said. “Using antibiotics when they’re not needed, like for colds and flu, is contributing to antibiotic resistance. This is making bacterial infections, such as pneumonia and tuberculosis, harder to treat with potentially dire consequences.”

Lack of knowledge

The NPS polling, conducted by Galaxy Research involved 1001 people. It also showed that: 71% of Gen Y workers (aged 18 to 34) believe antibiotics will hasten 6 CONTACT – The Winter issue

their return to work when they have a cold or flu, compared with 60% of baby boomer workers (aged 50 to 64) who were surveyed. • Most Australian workers (94%) have gone into work when they had a cold or flu. • 41% of Australian workers believe they have caught a cold or flu from public transport on their way to or from work. • 42% of Australia workers think they have caught a cold or flu by getting cold or wet, or by catching a chill — which is a popular misconception.

“Tried and tested remedies as good as any for fighting cold & flu.” John Bell, former PSA president “You can’t catch a cold or flu from the weather yet many Australian workers seem to believe that that they have had a cold or flu from getting cold, wet or ‘catching a chill’,” says Dr Boyden. “Colds and flu are viral infections that are spread from person to person so good hygiene is paramount.”

Viruses

Viruses are the most common cause of a sore throat, often the first sign of a winter cold. In fact, some sources quote that viruses are responsible for up to 95 per cent of adult sore throats. Viruses cannot be cured by antibiotics yet antibiotics are still widely used as a remedy. Sore throats can be the most painful

and unbearable symptom of a winter cold but it is little known that it is actually the inflammation in the throat that causes the pain.

Simple solutions

So if antibiotics don’t work and the inflammation is causing the pain, what are the recommended remedies to help relieve the symptoms of cold and flu? John Bell, specialist practitioner teacher in Primary Health Care at University of Technology, Sydney, says traditional remedies such as rest and good hydration are important, but he also suggests gargling with dissolvable aspirin could be helpful. “It’s a common misconception that antibiotics can be used to cure cold or flu — they can’t. Antibiotics can sometimes be effective in treating bacterial infections but not viral infections. Instead, the common cold or flu infections can only be cured by our own immune system producing specific antibodies. “In most cases a cold or flu will resolve in 4-7 days, but during this time there are a number of non-prescription remedies that can help treat the symptoms, including some traditional tried and tested ones,” said Mr Bell, a former PSA national president. “Aspirin has been produced for more than 160 years. As it’s an analgesic, it can help relieve the pain of a sore throat caused by the common cold and flu viruses, especially when gargled after dissolving in water. “The aspirin acts as a local anaesthetic, quickly targeting and numbing the pain as well as relieving the inflammation in your throat. Simply place two dissolvable aspirin tablets, like Aspro Clear, into a glass of warm water and gargle for 30 seconds.”

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CMY

CHCANZ-GAS-14-06-0366

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Freebies

+WIN

Add a splash of colour Ulta3 brings the latest makeup colours and trends to the Australian market. Including an extensive lipstick collection of up to 52 different shades, ulta3 can help you recreate runway looks, no matter what your age or skin tone. Their range is guaranteed to have a product to suit your individual style, as well as both your day and night looks. Win one of five available packs, containing two ulta3 nail polishes and a lipstick.

Pretty in pink Bourjois are celebrating the 10th anniversary of their Effet 3D lipgloss with a new formula, new shades and sleek new packaging. Now paraben-free, the lipgloss contains 92% of hydrating and nourishing protective agents while still enriched with micro crystalline wax for a deep, ultrashiny effect. The new range contains 15 shades, 6 of which are new to the market. Win one of five available packs, containing one Bourjois Effet lip gloss and one blush pot.

8 CONTACT – The Winter 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 initiatives would you suggest to improve customer uptake of professional services in your pharmacy? 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 31 August 2014.

A hint of summer Banish the winter blues with fresh summer scents, courtesy of the Jeanne Arthes fragrance range. Designed and produced in France, each eau de parfum contains a mix of flowery and fruity aromas, gently blending with your skin without being overpowering. Modern and feminine, the attractive packaging is a pretty edition to your dressing table. Ranging in size from 50-100ml, these fragrances are perfect for carrying in a handbag, keeping you smelling fresh and delightful all day. Win one of five Jeanne Arthes fragrances.

RBGA8327_CON_FP

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A PHYSICAL BARRIER SCIENTIFICALLY PROVEN TO HELP KEEP ACID IN THE STOMACH

1,2

In fact, up to 80% of reflux events are caused by the elastic muscle at the top of the stomach relaxing when it shouldn’t. This allows the acid that’s normally found in the stomach to splash up into the oesophagus and cause pain and damage.2-4

RBGA8327/CON/FP. July 2014.

Gaviscon forms a protective barrier which floats on top of the stomach contents to help keep the acid where it belongs.2 It starts to soothe reflux within four minutes and lasts for four hours.1,5

References: 1. Chevrel B. J Int Med Res 1980; 8(4): 300–2. 2. Lowe RC. GI Motility online 2006. Available at www.nature.com/gimo/contents/pt1/full/gimo54.html. Accessed 11/06/2014. 3. Howden CW and Freston JW. Gastroenterology Today 1996; 6(2): 32–7. 4. Kahrilas PJ. Cleve Clin J Med 2003; 70 Suppl 5: S4–19. 5. Aubertin G et al. Dietology 1985; 4: 27–30. Always read the label. Use only as directed. If symptoms persist see your healthcare professional. ® Gaviscon is a registered trademark of RB Australia. 44 Wharf Road, West Ryde, NSW 2114.

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News

Minimum wage increase may hit employment: Guild

FACT BITES

10-15

cigarettes a day is considered to be light smoking

THE Fair Work Commission has set a 3% increase in the minimum wage from 1 July 2014, ignoring calls from the Pharmacy Guild of Australia and other business groups for a lower increase. The move could contribute to pharmacy job losses, the Guild argues. The commission has awarded an above-inflation $18.70 a week pay rise to those on the minimum wage, splitting the difference between the ACTU’s claim for a $27-a-week increase and employers who wanted the rise kept at $8.50 a week. The new national minimum will be $640.90 per week, or $16.87 per hour. A spokesperson said the Guild had made a submission supporting the Australian Chamber of Commerce and Industry’s position of seeking an increase of not more than 1.3%, or $8.50 a week. “This could be particularly problematic in community pharmacy. Community pharmacy employs more than 55,000 staff including almost 20,000 pharmacists and as such, these increases have already imposed a significant impact on wage costs in the sector. Any additional increase in minimum wages would be another hit to employers”. Resultant increases to the Superannuation Guarantee Levy added to the impact, the spokesperson added. The Guild spokesperson said they would be “updating wage sheets and making sure they are available to members through all branches in time for the application of the new wage levels in the first full pay period after 1 July”. 10 CONTACT – The Winter issue

80% of pharmacy profits are driven by 20% of floorspace the dispensary

1999

since then the average pharmacy rent has increased threefold

3200

pharmacy assistant

jobs

have been lost in the last 12 months

$640.90

per week is the new national minimum wage

Flexible hours and rent help needed to avoid cuts MORE flexible working hours for pharmacists and staff, and measures to help pharmacies deal with increasing rental costs are essential to avoiding expected staff and service cuts, the Pharmacy Guild of Australia says. In a detailed submission to a Productivity Commission review of ‘The Relative Costs of Doing Business in Australia: Retail Trade Industry’, the Guild pulled together its previous warnings that pharmacies had, or would be, forced to shed around 10,000 jobs, and that one in 10 pharmacies would be forced to reduce their opening hours, while many cut professional services. It was estimated that 2229 pharmacists and 4400 pharmacy assistants could lose their jobs in the next 12 months, in addition to some 3200 pharmacy jobs having already been lost in the previous 12 months. In addition, it claimed, “the potential for innovation by Australian community pharmacies in broader service delivery is being stifled, in part, by the ever increasing costs of doing business.” Labour costs, the main expense, had increased from 11.63% per cent of sales in 2010-11 to 11.75% in 2011-12, the highest percentage level for 20 years, the Guild said. Although partially due to the qualifications and experience of pharmacists, and the need to dispense advice, it was also due to “inflexible aspects of the modern award, particularly

relating to penalty rates and minimum shift provisions,” the submission said. The Guild “strongly supports the need within the PIA [Pharmacy Industry Award 2010] and other retail awards for the facilitative capacity for employers and employees to agree to a minimum shift that is less that is three hours.” “The Guild shared the concerns of other retailers with regard to the impact of the penalty rates contained within the modern awards for retail, including the PIA.” Meanwhile, the average rent per pharmacy had increased threefold since 1999, the Guild said, and the occupancy cost ration (gross rent as percentage of sales) had increased by 30% since 2004. “This trend is likely to continue regardless of any market perceived softening in retail rentals as the pharmacy channel is exposed to increasing competition eroding retail sales growth from both bricks and mortar and online competitors.” Implementing recommendations from a 2008 Productivity Commission report into retail tenancy, such as improving transparency in the retail lease/property market and repairing the imbalance in access to information, may help, the submission said. The Commission’s interim report is due to be released on 6 June, with the final report to go to the Government by early October.

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News

PA wins right to claim damages A PHARMACY assistant who claimed that years of bullying from her supervisor led to mental and behavioural disturbances has been granted permission to seek damages from her former employer. At a hearing in the County Court of Victoria, Justice Smith ruled he was “satisfied that Ms Donohue has suffered ‘serious injury’ as that term is defined in the [Accident Compensation] Act [1985]”. He granted Ms Donohue, 63, leave “to commence a proceeding claiming damages in respect pain and suffering in respect of injury suffered by her in the course of her employment with the defendant”. A pharmacy assistant since 1998, Ms Donohue worked at Heyfield Pharmacy, in Victoria’s Gippsland region from July 2004 until March 2010. However, she claimed she was “exposed to frequent, recurring and ongoing episodes of anger and intimidatory behaviour towards her by her supervisor… These episodes allegedly involved yelling, verbal abuse, repeated profanities and angry behaviour.” “The behaviour was unpredictable but

occurred frequently, almost every time he came to the pharmacy. Other episodes occurred in the course of telephone conversations. The episodes frequently occurred in front of other staff and customers,” the court documents stated. While Ms Donohue had been treated previously with antidepressant medication, she was described as having “an impressive work record”. Following her departure from the pharmacy, “in relation to the condition”, she had not since worked, and had experienced bouts of excessive alcohol consumption, and had been continuously treated for depression and reactive anxiety. At a peak in 2011, she was being treated with 150mg daily of Effexor. In August 2013, a treating GP described her condition as “alleged workplace verbal abuse, emotional harassment and bullying over a period of four years, leading to depression and anxiety.” Ms Donohue alleged that a locum pharmacist with whom she had worked was instructed by her former employer to not associate with her.

Car crash no impediment to dispensing UK pharmacy staff demonstrated impressive commitment to their profession when they continued to dispense medication to patients, after a car crashed into the front of their store. Staff at a Co-Operative Pharmacy in Culcheth, Warrington, were “keen” to ensure customers still received their medicines, despite the pharmacy suffering significant damage after a car ploughed through the front window of the store last week. The damage to the storefront meant that patients were not able to enter the pharmacy – however, staff continued to hand out prescriptions to those waiting outside.

Two men, aged 32 and 54, were arrested in connection with the incident, which occurred around 9pm on 9 May. The 32-year-old man has been charged with drink-driving, driving without due care and attention and use of a vehicle without third party insurance, according to police. The 54-year-old was charged with aiding and abetting the use of a vehicle while his alcohol level was above the legal limit. The Co-Operative group said it hoped to have the store repaired as soon as possible, and apologised to customers for the inconvenience.

Amcal tops customer satisfaction survey

AMCAL has topped other major banner groups to win a major customer satisfaction award - the Canstar Blue Pharmacies 2014 - Most Satisfied Customers award. Based on an annual survey of more than 2,000 Australians about their experiences of the very competitive pharmaceutical industry, the award covers eight categories. This is the first time Amcal has won the award, with the banner group achieving five-star customer satisfaction ratings for its service, availability of the pharmacist, availability of health management programs (e.g. blood pressure, diabetes, nutrition, etc.) and advice provided. Other brands with five-star reviews were Guardian for service and advice, Chemist Warehouse for value for money and range of health related products, Terry White for availability of health management programs, and Priceline for range of beauty related products. Amcal also achieved ratings of four stars in the value for money, range of health related products (not medical prescriptions) and range of beauty products categories. Priceline had five three-star ratings, including overall satisfaction, service, pharmacist availability, health programs and advice provided. Chemist Warehouse had four three-star ratings, for service, pharmacist availability, health programs and advice provided. Pictured: (from l) Mark Hooper (CEO), Craig Gava (Canstar national relationship manager) and Kate Foley (Sigma national retail formats & implementation manager). The Winter issue – CONTACT 11

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News

Tackling medicine shortages

THE Federal Government has launched a new initiative to inform health professionals and consumers about prescription medicine shortages. The Medicine Shortages Information Initiative, launched last month, will be based around a website providing information on current, anticipated and resolved medicine shortages, as well as discontinued medicines. There are three components to the initiative – a protocol for communication and management of shortages between the prescription medicines industry and the TGA; the Medicine Shortages Information website and a subscription alert service. Subscribers to the alert will receive either email or RSS notification of new and updated information. The website will list the status and duration of medicines shortages, and will also include, where possible, links to information on substitute medicines or therapeutic alternatives. Senator Fiona Nash, Assistant Minister for Health, said: “Information on medicine shortage will greatly assist health professionals to provide continuity of care. “Medicine shortages can arise for a number of reasons, ranging from a lack of raw materials to a change in clinical practice leading to great demand for that medicine,” she said. “This Initiative will help healthcare professionals and consumers to safely and effectively manage medicines shortages.” The initiative was developed as a partnership between the TGA, Medicines Australia and the Generic Medicines Industry Association. 12 CONTACT – The Winter issue

Mixed meds pose potential risk: study ONE in three US adults is taking both prescription medications and dietary supplements, increasing the risk of dangerous interactions. Research published in the Journal of the Academy of Nutrition and Dietetics showed that 34% of the participants, representing around 72 million people in the US, were taking a dietary supplement along with prescription medication. The use of both dietary supplements and prescription medications was significantly higher among those with a doctor informed medical condition (DIMC) than those without. Furthermore, the use was highest among those with osteoporosis, followed by thyroid, cancer, kidney, arthritis, diabetes, heart/vascular, respiratory, and liver conditions. The data were taken from the 20052008 National Health and Nutrition Examination Survey (NHANES), focusing on 10,480 adults. The study found that men were less likely than women to use dietary supplements and prescription medicines. In addition, participants aged 60 years or over were more likely to use dietary supplements and prescription medicines

than their younger counterparts. The increasing complexity of combinations of ingredients contained in dietary supplements could pose a potential risk to consumers who were also taking prescription medications, and possibly required explicit evaluation by healthcare and dietetics practitioners, the authors suggested. “These data suggest that a broad spectrum of patients with varied DIMCs may benefit from education and guidance on the risk of DS [dietary supplement] and PM [prescription medicine] interactions, particularly the potential of DS to interfere with PM metabolism and increase or inhibit PM potency,” the authors said. “Multivitamin DS, in particular, may need more scrupulous evaluation and should not be assumed to contain only safe ingredients.”

Many consumers unaware of NSAID risks: survey CONSUMERS are at increased risk of experiencing adverse events from use of OTC non-steroidal antiinflammatories (NSAIDs) due to their low level of awareness of the dangers, a researcher says. Dr Judy Mullan, from the University of Wollongong, said survey results showed dangerously low levels of consumer awareness of the potential for severe adverse medicine events from NSAID use. “Out of the 263 people surveyed, we found that even though the majority of them had adequate health literacy skills, 20% could not identify the correct active ingredient and over a third didn’t know the recommended maximum daily dose.

As many as 41% did not know that the medicines could cause stomach problems, and more than 50% were not aware of their potential to cause stomach bleeding and/or kidney problems. “More than one in five respondents (22%) suggested that these medicines cause no possible side effects, which is not true for any medicine. The data came from customers purchasing overthe-counter NSAIDs, containing ibuprofen, from seven different community pharmacies in NSW. Dr Mullan said pharmacists needed to play a more active role in educating consumers about the potential for adverse effects from these products.

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News

FACT BITES

Pharmacy Assistant of the Year

The Gold Coast is Australia’s

sixth

largest city

10m

visitors to the Gold Coast each year

13,000

hotel rooms in the Gold Coast Q1 skyscraper in Surfers Paradise is Australia’s tallest building

SEE YOU THERE!

If it’s new, social & savvy - it’s Contact

APPLICATIONS have now closed for the Pharmacy Guild of Australia/GuildSuper National Pharmacy Assistant of the Year (PATY) Award. Opportunities for both third-party nominations and self-nominations have ended. The award recognises pharmacy assistants across the country for the outstanding contribution they make to the pharmacy industry, and is a chance to celebrate their achievements. State nominees will have the opportunity to participate in an upcoming State Workshop Day, where the State Finalists will then be selected. The overall winner will be announced at the Pharmacy Assistant National Conference, 16-18 October, on the Gold Coast. To learn more, visit the website at www.pharmacyassistants.com

to our new look Contact newsletter by visiting www.contactmagazine.com.au for your fortnightly round-up of the latest health and beauty news, views, hot products, freebies, Q & A’s, job opportunities, professional advice and insider tips on the best travel destinations for pharmacy assistants.

Subscribe...

to Contact on Facebook and Twitter to connect with other pharmacy assistants across Australia and voice your opinions on your industry.

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TRAINING Essentials

Are you ticking off your customers? Hilary Kahn Author

here do you begin to lift retail performance? The obvious answer is to ensure you have satisfied customers. But, how do you do that? The best place to start is by thinking like a customer. You need to look at your business through their eyes, in order to understand their needs for efficient shopping, and add value beyond the selling price of your products. It is also important to recognise performance fundamentals that really determine success or failure in the retail game.

14 CONTACT – The Winter issue

Taking the customer’s approach This scenario is designed to help you think like a customer.

Background:

You have sore eyes and want something to treat them. You do have allergies, but you also wear glasses. Your eyes are feeling tired, red and sore. You want to get something that works – and you’re rushing to get back to your job.

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Essentials TRAINING iiiii iiiii iiiii

Fill in the boxes to indicate how you would respond, listing your answers in order of importance, 1 being the most important and 4 the least important issue.

Scenario 3

You look around for a staff member, and spot them behind the counter. However, no-one approaches you to offer help. Eventually, you see another ‘Eye Care’ sign. You begin walking towards the sign, but nearly fall over boxes that are in the process of being unpacked. There is no sign of an employee supervising the stock.

There’s not much choice on the shelves. Some items are out of stock, and two products have torn price tickets. Unsure, you look around for a staff member, and finally spot a pharmacy assistant. When you ask for advice about what eye drops to buy, the PA points out the brand currently on sale. However, no further advice about the other products is offered. The truth is, you aren’t entirely sure what you need, and are entirely reliant on the advice of the PA.

What’s the biggest problem here?

aa Lack of acknowledgment iiiii by pharmacy staff

aa There’s clearly not enough iiiii range to select

aa Implied disorganisation iiiii of the retailer

a Lack of information or a recommendations on iiiii the merchandise

Scenario 2

Scenario 1

You walk into the pharmacy and look for the ‘Eye Care’ category. When you find the sign, you head straight for it — but, upon arrival, discover that the products on the shelves are actually skincare items. There is no staff member nearby to ask.

What’s the biggest problem here? aa Signage doesn’t match iiiii merchandise aa You have a limited timeframe iiiii in store and are stressed iiiii Lack of efficiency Waiting time for staff assistance

aa Blocked aisles identify a aa ‘no shop here’ zone, make iiiii it difficult to access Loss of confidence in retailer already

aa Lack of staff knowledge iiiii or expertise More expensive prices than a discounter, but less service

How would you rate the customer experience so far? Lousy 1 2 3 4 5 Super

Has it been efficient / inefficient shopping?

Have you received value beyond the price you’ve paid? Yes / No

The Winter issue – CONTACT 15

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TRAINING Essentials Scenario 4

On your way to the checkout, you trip over an ‘On Special’ bin and the discounted stock spills onto the floor. The PA is apologetic and offers to clean up the mess — however, there are still no other staff members in sight.

What’s the biggest overall problem with this pharmacy experience? a The layout is clearly a disorganised and iiiii dangerous to customers aa The lack of staff presence iiiii on the store floor Limited or non-existent advice about comparative iiiii products in store aa

The lack of service and expertise for a more expensive price – something the customer will factor in when deciding between you and a discounter How would you rate the customer experience so far? Lousy 1 2 3 4 5 Super Has it been efficient / inefficient shopping? Have you received value beyond the price you’ve paid? Yes / No

16 CONTACT – The Winter issue

Retail isn’t rocket science

Every customer at some stage can relate to something in these scenarios, can’t they? Have you ever experienced anything similar? What about your customers in your pharmacy? Customers frequent stores that are relevant to their needs, provide an efficient shopping environment, and offer more value than the asking price of the product. In fact, research clearly shows that happy shoppers are likely to spend more. Every one of the scenarios identified retail fundamentals. Each of these can make a huge difference to: • Customers because they want to buy everything they want and need, but frequently don’t fully realise what that entails. Pharmacy staff should know – but often don’t share their knowledge unless the customers specifically ask. The store, stock, and information has a huge role to play in helping customers find quickly, easily, and correctly • Business because every effective and productive purchase increases customer numbers, sales and items • The whole team because there is strong motivation and satisfaction in getting it right, being the best you can.

In retailing, there are heads of huge businesses, earning millions of dollars, who started their retail life stocking shelves or manning cash registers out on the sales floor. What they acquired on their route to the top was a solid set of fundamentals that they continue to apply every single day. They expect the same from their very best merchants. The biggest oak trees started life as acorns. The richest golfers started life as caddies – watching how the best players play and think about their game. If you really want to be a great retailer, you have to master the fundamentals: 1. Always become your customer 2. Ask to be trained in ‘Tic Toc Time to Shop’, a training program designed to help retail assistants assess and improve their skills.

Do a quick quiz!

Go to ticoff.com.au/report and complete the questionnaire to get a free assessment report on how your pharmacy is performing, taking into account your retail skills and the retail potential that exists in the business. Hilary Kahn has co-developed Tic Toc Time to Shop! (www.tictoctimetoshop.com).

RECB8404_CF_CON_FP

2014-06-11T15:16:45+10:00

UP TO

RELIEF FROM

ACHES AND PAINS

ASSOCIATED WITH COLD & FLU *

*Up to 8 hours relief from aches and pains, based on taking 2 tablets Always read the label. Use only as directed. Incorrect use could be harmful. If symptoms persist see your healthcare professional. 速 NUROFEN is a registered trademark of RB Australia. 44 Wharf Road, West Ryde, NSW 2114. RECB8404/CON/FP. July 2014.

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TRAINING What Stop Go

Butt in: helping your customers quit smoking

18 CONTACT â&#x20AC;&#x201C; The Winter issue

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What Stop Go TRAINING

Maureen Narayan-Ram PSA professional practice pharmacist

Quitting smoking is not easy and requires a great deal of support. As a pharmacy assistant you can help people who want to quit smoking by talking to them about the health benefits of quitting and providing advice about the options and strategies available to help them quit.

Timeline of how health improves with quitting

moking causes many health problems such as cancer, heart disease, respiratory problems, diabetes complications, infections and gum disease. Once a person stops smoking they can see immediate and long-term benefits. The following infographic gives an indication of how a personâ&#x20AC;&#x2122;s health improves after giving up smoking:

AFTER

HOURS

Almost all of the nicotine is out of the system.

MONTHS

HOURS

The level of carbon monoxide in the blood has dropped and the level of oxygen has increased.

Within a month Blood pressure has returned to normal and the immune system begins to recover. Skin appearance improves.

AFTER

72 HOURS

Breathing becomes easier and energy levels increase.

After 2 months Blood pressure has returned to normal and the immune system begins to recover. Skin appearance improves.

AFTER

DAYS Most nicotine by-products have gone and the senses of taste and smell are improved.

After 3-9 months

Coughs, wheezing and breathing problems have improved.

AFTER 1 YEAR

5 YEARS

The risk of dying from heart disease is halved.

the risk of stroke, and of several types of cancer, is significantly reduced.

10 YEARS 15 YEARS The risk of lung cancer is halved.

The risk of heart attack and stroke is the same as that of a person who has never smoked.

The Winter issue â&#x20AC;&#x201C; CONTACT 19

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TRAINING What Stop Go Stages of readiness

People need to be ready and motivated before they can make a successful attempt to quit smoking. There are stages of readiness and these include: • Pre-contemplation (not ready) – the person is not serious about quitting smoking. • Contemplation (unsure) the person is aware of and is thinking about quitting smoking. • Preparation (ready) – the person is planning and open to methods of quitting smoking. • Action – the person has quit smoking in the past six months but is at high risk of relapse. • Maintenance – the person has quit smoking more than 6 months ago and has not smoked since. Sometimes a person can relapse, start smoking again and then go through these stages all over again.

Helping to change behaviour

Customers often come to the pharmacy needing your help to stop smoking. You can use MI techniques to help change their behaviour and encourage their self-belief. Based on the principles of MI, you will be able to: • create an atmosphere of acceptance and trust • allow the person to do most of the talking • respond with empathy – let them know that you can see the issue from their point of view • avoid jumping in with solutions – rather, draw out the person’s own thoughts and ideas • develop discrepancy – help them understand their present behaviour (e.g. smoking) and their personal goals (e.g. good health) don’t match • roll with resistance - avoid arguing with them but discuss the person’s thoughts and ideas and encourage them to develop their own solutions to the problem.

Assessing dependence

Nicotine in cigarette smoke causes addiction and a person trying to quit can experience nicotine withdrawal symptoms such as difficulty concentrating, restlessness, nervousness, headaches, insomnia, irritability, anxiety, depression, and weight gain due to increased appetite. A quick assessment of nicotine dependence can be made by asking the smoker: • “How soon after waking do you have your first cigarette?” • “How many cigarettes do you smoke each day?” • “Have you had cravings for a cigarette or withdrawal symptoms when you have tried to quit?” Indicators of nicotine dependence include: • Smoking within 30 minutes of waking. • Smoking more than 10 cigarettes per day. • Smoking when ill. • Smoking more in the morning > than in the afternoon.

Table 1: Nicotine replacement therapy Type of NRT

Level of nicotine dependence

Starting dose

Duration of therapy

Patches e.g. Nicabate Nicotinell QuitX Nicorette

<10 cigarettes/day or weight <45 kg or heart disease

14 mg/24 hr or 10 mg/16 hr

8-12 weeks

>10 cigarettes/day and weight >45 kg

21 mg/24 hr or 15 mg/16 hr

Gum e.g. N icabate Soft Nicorette Nicotinell QuitX

10–20 cigarettes/day

2 mg (8–12 pieces per day)

>20 cigarettes/day

4 mg (6-10 pieces/day)

Inhaler e.g. Nicorette

>10 cigarettes/day

6–12 cartridges/day

>8 weeks

Lozenge or mini lozenge e.g. Nicabate

First cigarette >30 minutes after waking

1.5 or 2 mg (1 lozenge every 1–2 hrs)

18 weeks

First cigarette <30 minutes after waking

4 mg (1 lozenge every 1–2 hrs)

Low dependence

1x 2 mg microtab every 1–2 hrs

High dependence

2 x 2 mg microtabs every 1–2 hrs

Any level

1-2 sprays when craving a cigarette (refer to product for maximum doses)

Sublingual tablet (microtab) e.g. Nicorette

Mouth spray e.g. Nicorette QuickMist

20 CONTACT – The Winter issue

>12 weeks

3–6 months

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What Stop Go TRAINING

People need to be ready and motivated before they can make a successful attempt to quit smoking.

Table 2: Case study Who is the patient?

Tim is a 42 year old dad of two boys aged 11 and 13. He has no medical conditions but is slightly overweight. He comes in today to talk to you about help for quitting smoking.

How long has the patient smoked for and how many cigarettes a day does he smoke?

Tim has smoked about 20 cigarettes a day for the last 10–12 years.

Actual symptoms – what are they?

Tim said he has been wanting to quit for a while and had made a couple of attempts about 3–4 years ago but had not succeeded. He said it hit him hard a couple of weeks ago when he could not keep up with the other fathers in a friendly game of ‘father and son’ rugby and he felt like he let his sons down.

Treatment for this or any other conditions?

Tim is quite likely at the ‘Action’ stage of the readiness-for-change cycle as he has already attempted to quit in the past.

Symptoms or side effects caused by other conditions or medicines?

Tim has been noticing he is getting short of breath quite often lately.

Totally sure? If you are unsure refer to the pharmacist

If you are unsure what product is best for Tim, refer him to the pharmacist.

Overuse – how often has the patient been taking the medicines or self-treating condition?

Tim has not tried any other method or prescription medicine for quitting but did find the NRT patches he used last time helped him quit. However he started again when he lost his job.

Pharmacist preferred

You offer Tim advice about all the different methods of quitting smoking and recommend he try NRT again as research shows it is a successful method. Offer him the option of talking to the pharmacist about the prescription medicines. At this point Tim said he is happy to try the NRT again.

Although in this case Tim did not require referral to the pharmacist, it is important to know when to refer people. Refer if: • the person has an existing medical condition (e.g. heart disease; diabetes; liver or kidney disease; gastrointestinal problems or ulcers; a skin rash; asthma) • the person is taking other medicine/s • a woman is pregnant or breastfeeding • the person is under18 years of age • NRT is not suitable and the person wants to use bupropion or varenicline or NRT has caused side effects before • the person is using NRT correctly but still cannot stop smoking • the person is gaining weight and is worried (referral to a dietitian may be helpful).

The Winter issue – CONTACT 21

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TRAINING What Stop Go

Alternative quitting methods Research provides conflicting results on the usefulness of hypnosis for quitting smoking. It has not been shown that hypnotherapy increases the likelihood of quitting in the long term. Similarly, there is no clear evidence Prescription medicines to support the use of acupuncture or Medicines such as bupropion (Zyban, related treatments as a quitting aid by Cold turkey Prexaton) and varenicline (Champix) themselves. People can go ‘cold turkey’ i.e. give can also help reduce nicotine withdrawal There is no evidence that switching up abruptly and this method may be symptoms. to lower nicotine cigarettes or using effective for light smokers (those who In studies, bupropion was found filter blockers reduces addiction or helps smoke less than 10-to15 cigarettes per to have similar efficacy to NRT while smokers to quit. day). varenicline performed better than As well as talking to your customers, Only a small percentage of people bupropion or NRT single therapy. give them some written information. To succeed with this method and people will However varenicline and combination reinforce spoken information, give your still need support to stay off smoking. NRT had similar efficacy. customer a ‘Smoking’ Self Care Fact Card These prescription medicines may not to read at home. Nicotine replacement therapy (NRT) be suitable for everyone and customers You can also refer the customer to Research shows NRT can double a who wish to use them need to speak to Quitline for a free Quit pack and telephone person’s chances of quitting successfully. their doctor or pharmacist for further counselling (phone 13 78 48 or go to CO0 5 1 3 _ 0 0 0 _ NOV 1 2 0 1 3 - 0 4 - 1 7 T1 0 : 2 7 : 4 5 + 1 0 : 0 0 NRT reduces withdrawal symptoms by advice. www.quit.org.au). • A history of withdrawal symptoms in previous attempts to quit. • Finding the first cigarette of the day the most difficult to give up.

Which methods can assist in quitting?

providing nicotine without the other harmful substances found in tobacco smoke. People can achieve greater success if they use combination NRT (i.e. two forms of NRT), for example a patch combined with gum.

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 Winter issue

RBGE6910_CON_FP.pdf

Page

16/04/13,

1:47:21

AEST

* *GP Handwash Study3

Prop per hand washing g can help p stop p the sp pread of ge g rms and help p keep p your yo ur cus usto tome mers rs and the heir ir fam amililie iess he heal alth thyy.1,2, So ne next xt tim ime e, sug ugge gest st the #

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References: 1. Aiello AE and Larson EL. Lancet Infect Dis 2002; 2(2): 103–10. 2. International Scientific Forum on Home Hygiene. Preventing the spread of infectious diseases in the European Union – targeted hygiene as a framework for sustainable hygiene. Available online: www.ifh-homehygiene.org. Accessed 22 February 2013. 3. GP Handwash Study, February 2012. Dettol™, Healthy Touch™, and the Sword symbol are registered trademarks. Reckitt Benckiser Australia. 44 Wharf Road, West Ryde, NSW 2114. RBGE6910/CON/FP. 04/13.

CO0714_024

2014-06-30T17:31:11+10:00

Business Sense

Pharmacy Business Sustainability Change is inevitable...

Patrick Wilsmore pharmacy group manager NSW/VIC Pharmacy Alliance

he pharmaceutical industry is currently in a constant state of change — the current pharmacy environment both in ethical procurement and retail sales has started to go into both an operational and cultural change within the industry. Many business owners are now starting to see their industry change and see both the inclusion of large format discount models and applied pressure from the Australian Government in relation to both PBS reductions and price disclosure starting to come into effect. We need to focus on ensuring that all aspects of our business start to provide a sustainable profit moving forward. In the current marketplace, approximately 80% of our profit is driven by 20% of our shop floor space (dispensary). We need to start focusing on ensuring that our pharmacy retail products (which represent

24 CONTACT – The Winter issue

approximately 80% of our trading floor space) start to return more than 20% of our total profit as dispensary profitability starts to be reduced. This can be aided by having and developing niche products and categories into your pharmacy such as organic, natural and local ranges that may be suited to your customer demographics. The key is to ensure your retail team are continually engaging your customers and ensuring they have a shopping experience that is second to none, and that your team is focused on the customers’ general health and wellbeing so you provide the complete pharmacy solution.

Being adaptable

PBS reform will really start to influence the profitability and sustainability of pharmacy businesses in the next 12-18 months as the molecules that are

“Ensure your retail team are continually engaging your customers and ensuring they have a shopping experience that is second to none”

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Business Sense

coming of patent will no longer cover the price reductions being seen in the pharmaceutical industry. Pharmacy owners and their teams really need to focus on a sound business strategy to ensure their business is adaptable to a changing industry environment. They need to ensure they continue to have a detailed understanding of a current and future customer demand, Customer education on the benefits of generic medications is paramount, Retail sales and arming their staff with in-depth, current product knowledge will assist in enhancing your pharmacy’s performance. In the next six months owners need to drive these key initiatives and focuses in their pharmacy: • Professional services: Clinical Interventions & MedsChecks and ensuring their staff are looking for these opportunities as well. • Companion Selling: Opportunities to sell retail products across several sub-categories is a key component in modern pharmacy and needs to be continually explored. Look for opportunities to cross sell vitamins with weight management products, toothpaste with oral care and shampoo/ conditioners with hair care products. • Value Add Products with Customers’ Scripts: This is a great opportunity to focus on five molecules a month and look for opportunities to cross sell retail products with customer scripted products. An example would be Duromine with some vitamin lines. • A customer’s perception is their reality so you need to ensure that you have a value perception in your business with a good marketing campaign and a clear focus on having some competitive prices on certain key category lines and ensuring you have a good promotional programme. • Ethical Fridge Lines ensure we are looking for opportunities to cross sell

Sales increases by category Fragrance Vitamins Giftware Oral care Cosmetics Medicare payments* Dispensary GP Average transaction

31% 26% 24% 24% 17% 9% 6% 11.5% * Medicare payments attributed to professional services

•

complementary medicines across this business facet. Generic Substitution: This is an opportunity for pharmacies to enhance their dispensary profitability with the current PBS reductions. Aligned to this is also customer and staff education around generic medications and the process/clinical trials that they have to go through and how they differ from supermarket generic product lines. Identifying Niche Market Sales Opportunities within your pharmacy and your community. Understand your demographics, what the emerging markets are, how can you take advantage of them and what your pharmacy is known for in the community. Every business should be known for something — make your pharmacy a destination point. Establishing your Point of Difference from other local pharmacies and ensuring that, in each category, you have the right products according to sales and market category data (Key Value Lines). Being a part of a Buying group: This is critical for independent pharmacy moving forward so as to ensure that

you are securing good wholesale trading terms, generic manufacturer discount terms, OTC product discounts and being part of a complete business solution that can help guide you with business advice, marketing, strategic direction and a sound trading platform. In the pharmacies that I consult for and manage on behalf of owners across NSW and Victoria, I have found that by implementing many of these strategies we have developed a stronger trading platform, greater customer satisfaction and higher staff retention. In addition, the graph above shows the key category results which emerged from a cross-section of 15 pharmacies: Pharmacy Alliance is a leader in independent pharmacy and we strive to have an approach to pharmacy that is innovative, independent focused, customer focused and sets the benchmark in modern pharmacy retailing combined with the support of our wholesalers and manufacturers. If you are looking for a group that can assist you in driving your business forward then we can help you. The Winter issue – CONTACT 25

CO0714_026

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Products

Lice lice baby Licener is a new single-treatment shampoo to tackle the tricky subject of head lice infestation. The treatment requires no combing and has been shown, in multiple clinical studies, to effectively kill l ice and their eggs in one treatment of just 10 minutes. Licener contains neem leaf extract, a natural ingredient that works to suffocate both lice and their eggs. Due to the physical nature of action, lice do not build a resistance to the extract. Distributed in Australia by Mayne Pharma, the product has been dermatologically tested and offers a simple solution to an itchy problem. Visit: www.licener.com.au

Aloe, moisturising relief! Banana Boat’s SPF 30+ Aloe Vera Lip Balm offers soothing relief from dry and cracked lips. SPF is often overlooked during winter, and UV rays are just as harmful as they are in summer. The Aloe Vera SPF 30+ Lip Balm is specifically designed to protect lips from the wind, pool, sand, sun, heat, ocean and sweat. With two hours of water resistance, the balm contains pure extracts of aloe vera to help soften, moisturise and maintain dry or sun-damaged skin. RRP $3.20 Contact: 1800 810 310.

An orange solution Movicol Liquid is a new laxative product, designed to provide gentle relief from constipation in adults and children over 12 years of age. Available in an orange flavour, Movicol contains the active ingredient Macrogol 3350 plus electrolytes, and when prepared as directed, acts as an iso-osmotic solution. The reduced likelihood of dehydration can be of particular benefit for patients with chronic constipation. Movicol Liquid is available OTC and comes in a 500ml bottle format, producing 20 doses. Sachets are also available in adult and paediatric formulation with a choice of three flavours. RRP: $13.45 for 500ml. Contact: 1800 636 000 or visit www.movicol.com.au

Superfoods to the rescue

26 CONTACT – The Winter issue

Nature’s Own have combined a variety of ‘superfoods’ into a new range of nutritional blends. The Superfoods range is designed to deliver a fast and convenient way to reach your daily nutritional intake, and can be sprinkled into your favourite drink, breakfast or snack. The new blends include flavours such as Berry, Chia with Fibre and 2 Billion Probiotics, Cocoa, and 6 Supergreens. Blends are naturally sweetened with stevia, suitable for vegetarians and free from artificial colours, flavours and preservatives. The new range of blends contains antioxidants, organic whole grains, digestive enzymes, and probiotics. RRP $19.95 for 200ml Contact: 1800 732 273.

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Products ADVERTISEMENT

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 childfriendly 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

Protect and heal

Sudocrem Healing Cream is a triple-action cream that helps to soothe, heal and protect baby’s delicate skin. The healing properties of Sudocrem make it an effective treatment for minor skin disorders, eczema, minor wounds, abrasions, incontinence dermatitis, insect bites, minor burns including sunburn, chafing and pressure sores. The healing cream is widely used for the treatment of nappy rash. RRP: $6.99, 60g tub, $10.49, 125g tub, $17.99, 250g tub, $24.99, 400g tub and $6.29, 30g tube. Visit: sudocrem.com.au

The Winter issue – CONTACT 27

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Products

Shimmer your way through winter Natio has released a pair of limited edition Blush & Bronze palettes, designed to give skin a subtle glow and highlight winter complexions. The “Sunkissed” palette has returned to counter, along with a new edition to the range, “Rosy Glow”. The newcomer offers a cooler-toned take on spring skin, compared to its more bronzed sister product. Each Blush & Bronze palette contains a prism of five shimmering shades, designed to be worn alone or blended together to create a luminous glow. Comprising three blushers, one bronzer and one highlighter shade, each palette offers a multi-dimensional wash of colour. RRP $19.95 Contact: (03) 9415 9911 or visit www.natio.com.au

Lippy love Carmex has created a one-off, limited edition “I Heart Carmex” jar for its Original Flavour Lip Balm. Using the same well-loved formula, the balm combines a range of ingredients including lanolin, theobroma cacao seed butter, beeswax and menthol. A staple beauty product for the past 77 years, Carmex Lip Balm will help protect lips from the winter cold. Carmex products are preservative-free and not tested on animals. The “I Heart Carmex” jar is limited and available until sold out. RRP $5.99 Visit: www.mycarmex.com.au

Moisturising for mums Mater Body Balm for pregnancy has been developed to promote softness and elasticity and help reduce the appearance of stretch marks. Developed by Mater Midwives and Mums, Mater Body Balm for pregnancy was launched by Australia’s largest maternity service, Mater Mothers’ Hospitals, one year ago. Developed specifically for pregnant women, Mater Body Balm for pregnancy features a gentle fragrance, is pH balanced and has been dermatologically tested to ensure it is suitable for even the most sensitive skin. Contact: 1300 162 837 or visit www.mater.org.au

Get your sport on IsoWhey has launched a new Sports supplement range, specifically formulated to assist with achieving optimal sports performance and recovery. IsoWhey Sports consists of seven new products with whey protein bases and no artificial colours, flavours, sweeteners or added fructose. The range has been

28 CONTACT – The Winter issue

designed to address nutritional requirements that are specific to individuals with elevated nutritional needs, resulting from increased exercise output. The new products include Pre-Workout Fuel (500g); Ultimate Endurance (500g); Electrolyte Formula (500g); Refuel & Rebuild (500g); Glutamine Powder (500g); High Protein, High Carb (1.2kg); and 100% Lean WPI+ (1.2/1.28kg). Contact: 1300 476 943 or visit www.isowheysports.com.au

CO0714_029

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Me Time

10ways

to cultivate a positive attitude

Ten tips to help cultivate a positive attitude in life

Claire Hall principle life coach Authentic Empowerment

really like this quote, it reminds me that only I am responsible for my attitude in life. Even on a truly turbulent day when challenges seem to find me and my will to remain centred is seriously tested. I know, deep down, there is no benefit in blame or judgement despite my ego enticing me to a dance of negativity. A personal favourite is the ‘it’s all too hard’ tango. It really is down to me to find those cleverly disguised flowers of positivity. The art of positivity isn’t something that comes naturally to everyone, there are so many factors that influence our ability to see the brighter side of life — from childhood experiences, to hormone imbalances to the unique hard-wiring of our brain. Here are ten tips to help cultivate a positive attitude in life.

Cultivate an Attitude of Gratitude. Think of all the people and things that make you happy, that bring true happiness and joy to your life. Think of them on a daily basis. By doing so, you focus on what you HAVE rather than what you DON’T HAVE. Thus attracting more of these good vibes into your life. Know your real intention behind your words or actions. Remember to keep your focus exactly on your intention. Start every project or conversation with a clear vision of what you wish to achieve. Practise the Power of Now. Give your full attention to what you are doing in the present moment, let go of focusing on the past or future and make the most of now. We create our future and past by how we live

2 3

in the present. Eckhart Tolle’s book The Power of Now is a powerful resource to build your knowledge. Fill your life with your Signature Strengths. Dr Martin Seligman, author of Authentic Happiness, believes that the ‘good life’ or abundant gratification and authentic happiness are possible when living in accordance with your signature strengths. Discover yours at www. authentichappiness.org Neutralise the negativity. Begin to notice when you find yourself thinking or saying negative things. Label them with a neutral description such as “How interesting, this thought states I am not pretty enough for that guy/girl”. And refuse to give it any more energy. The more you focus on it, the greater the hard wiring becomes in your brain.

4 5

The Winter issue – CONTACT 29

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Me Time

Know who you are. It’s hard to be a positive person when you haven’t spent the time figuring out who exactly that person is. Create a vision of how you will look, things you will say and ways in which you will behave when you are focused on seeking out the best in life. Meditate to quieten your mind. Practise meditation to still the mind and quiet the incessant chatter. Meditation practice can take many forms, find your personal preference and commit to five or more minutes a day to gain a centred, positive and balanced state of mind.

Sometimes bad things happen, such as accidents or illnesses. When this happens we naturally dwell on the sudden bad news and this amplifies the bad situation and keeps you locked in it for longer. One way to activate our positive thinking is to acknowledge the emotion behind the event and Seek out the Positive like a form of challenge. Thoughts that would otherwise be obsessed with the negative event can now be redirected and focused on something positive.

S*#T HAPPENS! 8

Watch your language! Your language shapes your thoughts, your thoughts dictate your behaviour … your behaviour produces your result! Be vigilant with your words and only use language that supports your brain in seeking solutions. Banish ‘can’t, but, should’ to name a few culprits that keep us trapped in problem states. Practice the art of Positive Affirmations. We are experts at programming our minds with negative affirmations without even knowing it. Take the time to reprogram your mind with positive affirmations by repeating them over and over until they become second nature. Your hard work will pay off as you bask in the results of your positive mindset.

9 30 CONTACT – The Winter issue

CO0714_031

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Me Time

Talking shop: Pharmacy assistants share their thoughts

arlier this year, a group of pharmacy business managers and senior pharmacy assistants from around Australia met in Sydney to discuss the opportunities and challenges of the profession as part of a specially convened event by Reckitt Benckiser. Seven enthusiastic and passionate pharmacy professionals shared their thoughts on the future of the pharmacy industry and their role as healthcare professionals, as well as their feedback on the training and education tools available to help them deliver better patient care. The group of pharmacy professionals also provided their views on the challenges and opportunities currently facing the pharmacy industry, as well as the challenges they face on the shop floor daily including time pressures, managing

staff and assisting customers. The group also identified the training and education gaps and where industry can assist their knowledge and professional growth. Feedback and insights captured from the event were used to shape the new look RB Health Hub website. Check it out at rbhealthhub.com.au

Think tank Image bottom left: Back row left to right: Emma Burgess, Luke Reckwell, Barbara Ramsay, Lorraine Campbell Front row left to right: Amelia Harris, Bridie Florence, Sam Maalouf

The Winter issue â&#x20AC;&#x201C; CONTACT 31

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2013-10-14T15:34:56+11:00

iD scover A NEW WAY • to healthy living •

W E I G H T M A N AG E M E N T Take a fresh look at the exciting new packaging for the IsoWhey range of weight management products. Still boasting a premium formula, IsoWhey helps your customers enjoy a healthy lifestyle, without compromising on taste and nutrition. With in-store merchandising support, a refreshed website featuring IsoWhey Healthy Living Programs and impressive new consumer advertising, IsoWhey is your customers’ new way to healthy living. 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