Positive pharmacy team recognised

Iain and Gemma Buchanan, centre, with some of the staff at Unichem Buchanans Pharmacy in Tikipunga. Photo / John Stone

The energy rule, a positive vibe and a family comes first approach is credited with bringing success to a Whangarei pharmacy.

Unichem Buchanans Pharmacy won the Excellence in Medium Business category in this year's Northland Business Excellence Awards.

The judges commented that under the leadership of Gemma and Iain Buchanan, staff were engaged and enthusiastic about what they did.

General manager Gemma Buchanan says the pharmacy team was the business's most valuable asset.

"Over the past two years we have worked really hard on developing a supportive culture and improving communication within the team.

"Everybody who works at Buchanans has a responsibility and a part to play in making the person they work alongside successful," she said.

"One of the things we picked up from conference [Green Cross Health] this year was 'The Energy Rule' - don't do or say anything that will reduce the energy level of the team.

"The positive vibe that exists in the pharmacy is often commented on by our customers. We also acknowledge that "family comes first" both for our customers and patients as well as for our team," Mrs Buchanan said.

"I think of it like a hot air balloon ... If we can cut the sandbags that may be weighing down a team member (be it work-related or not), then surely the balloon will rise higher ... and allow the team member to soar and be a superstar. We have many superstars at Buchanans."

Mrs Buchanan says it was a shock initially to learn they had won the award. "And then huge pride and happiness for our whole team.

"Every person who works at Buchanans gives their all every day and it was so very cool for all their hard work to be recognised," she said.

Buchanans Pharmacy is a family-owned and run business operating in Whangarei since 1954, when it was owned by Ted Buchanan.

Back then, the pharmacy was in CBD, but moved to Tikipunga in 1987 and has been under the current ownership of Iain and Gemma Buchanan since 1998.

Since Iain took over ownership and Gemma as general manager, the business has grown and changed substantially.

"Our structure of having a general manager (unusual for pharmacy in New Zealand) enables us to change and adapt far quicker than the norm."

Buchanans has 19 staff on the payroll currently and it is increasing regularly.

Iain and Gemma own the Pharmacy but have a licence agreement with Green Cross Health to be a "Unichem" Pharmacy. Green Cross Health assists them with marketing, training opportunities and new initiatives around fresh professional services (eg vaccinating).

The judges also said Buchanans' home healthcare side of the business demonstrated considerable empathy.

"It is our role at Buchanans to provide essential health services, products and knowledge to our customers and their families which will enable them to have a great life through improved health.

"This is why we get out of bed each morning to do what we do - and the reason why we introduce new services into the business," Mrs Buchanan said.

"The Home Healthcare centre is an example of this - it essentially provides solutions for our customers to assist them in being as independent or as mobile as possible. We are passionately committed to owning the health and wellness conversation within our community and to be the hub of wellness for the community," she said.

And what's the biggest challenge the business has faced so far?

"Historically speaking, I think one of the ones that sticks out to me is when the GFC hit us - around October 2008 [global financial crisis].

"Income was significantly down and our expenses continued to increase," Mrs Buchanan said. "We needed to shave expenses and fast.

"I remember taking the matter to the team and they all voluntarily reduced their hours (at what they could afford) to reduce the wage bill at the time."