The traditional approach to the design of retail pharmacies has typically been based on an 80/20 rule, that is 20% of the total floor space to the dispensary area and 80% to the front of shop. By today’s standards and operating environment this ‘rule’ feels out-dated.
Previously, the allocation of space was driven by several factors: customer convenience and impulse purchases were paramount; efficiency was viewed as proximity and smaller controlled spaces and; wholesalers, who owned and set the strategy for retail brands were financially motivated to push stock out of their warehouse into a pharmacy.
Why This Model Is Becoming Outdated
Despite its wide adoption, the 20/80 model is increasingly seen as misaligned with the future of pharmacy. In a post-COVID world the following trends are helping to shape the retail pharmacy environment.
1.Shift toward clinical services and patient health destinations
Pharmacist roles are expanded to become genuine frontline healthcare providers which can now include one or a combination of:
Each of these clinical activities requires increased space and patient privacy considerations often in the form of consultation rooms, along with appropriate clinical workspaces, none of which are adequately supported by a retail-heavy layout.
2.Improved workspaces for staff aids staff retention
The stressors of COVID were increased in the dispensary where staff were encouraged to be at an appropriate social distance yet given a small working space which on average was 0.8-1m wide per pharmacist.
Meg Brideson, Managing Director explains “During COVID we were holding active discussions with owners, talking about additional space for their staff operating in the dispensary. The workstations were expanded to 1.2-1.4m wide and post re-fit we saw an interesting trend of improved staff satisfaction driven by and increased physical comfort where they felt less cramped and more productive. Furthermore, where pharmacists were consulted as part of the re-fit process they felt listened to and valued by their owner. Owners reported that this small increase when combined with a more efficient dispensary layout resulted in happier staff and a belief it aids staff retention.”
3. Patient expectations – privacy and personalisation
When engaging in broader health conversations, patient expectations go well beyond a traditional retail pharmacy layout. Patients expect more personalised care and confidentiality, especially when discussing sensitive health issues. Their expectations are more closely aligned to what they may find at their GP clinic. When designing the area we refer to as Dispensary Operations,’ we carefully consider the following aspects as part of our pharmacy design process:
A well-presented consulting room will firmly cement your pharmacy as a genuine health destination.
4. Technology is changing dispensing
As automation becomes more widely accepted in retail pharmacy—think e-prescriptions and dispensing robots—traditional retail shelving space can be reallocated to better support clinical services.
5.Regulatory and policy shifts
With the Government and health systems increasingly recognising the role of pharmacies as part of the primary care network, funding models are beginning to shift towards service-based remuneration rather than an over-reliance on product sales, making the retail-heavy model less sustainable.
6. Changes in customer shopping behaviour translating into declining front-of-shop sales
There is no doubt that there are changes in consumer behaviour which are translating into reducing front of shop sales:
With reduced sales, smaller basket of goods, increased price pressures, the profitability on products in the front of shop is declining, making a larger space allocation less justifiable.
The Future: A more balanced and flexible layout
Meg Brideson shares this analogy with customers, “changing the space in the dispensary operations area is like letting out the seams in your favourite pair of pants, all of a sudden they just become more comfortable!”
Rather than sticking to this old rule, forward-thinking pharmacy owners are considering the future of their pharmacy and the services they are offering. A key principle in modern pharmacy refits is to adopt a more balanced and adaptable model:
This new approach supports a model where the healthcare-focus aligns to the expanded scope of practice and evolving patient expectations whilst also creating a more engaging workspace to support staff.
Please contact our team for further information on how we can assist you with your pharmacy re-fit or design project.
Pharmacium is a unique pharmacy and medical design business.
