Community pharmacies are community-oriented and serve as one-stop shops for a wide variety of healthcare services. Like any other healthcare service, community pharmacy should be staffed by professionals who are motivated to help patients feel welcome.
Community pharmacy should have a mission statement that clearly states what needs are being met, and what services are being offered.
Community pharmacy should have a mission statement that clearly states what needs are being met, and what services are being offered. The mission statement should be a strong statement of value, and it should also be clear and concise. It should define the community pharmacy’s objectives. For example: “Our goal is to provide world class health care services that translate into improved health outcomes for our community.”
As a community pharmacist, you should refer to your mission (document) when responding to complaints.
Mission statement should not include only those services you would like to provide. For instance “We provide convenient hours” is not what is going to drive your business toward profitability, your customers will leave if they cannot see you open at 3pm. This should ideally be a document that is posted, updated, and circulated widely among staff, and where possible, signed by staff and owners. As a community pharmacist, you should refer to this document when responding to complaints. This provides you opportunities to update your mission and reinforce your commitment. By doing so, you will increase your trust among your customers, while also ensuring your patients know their information is kept private and secured.
Some examples of mission statements:
Google – (Search engine) “To organize the world’s information and make it universally accessible and useful.”
CHEO – (Children’s Hospital of Eastern Ontario) “We provide exceptional care and advance how children, youth and families obtain it through partnership, research and education.”
Red Cross – (American Red Cross) The American Red Cross prevents and alleviates human suffering in the face of emergencies by mobilizing the power of volunteers and the generosity of donors.”
Pfizer (pharmaceuticals) – “To become the world’s most valued company to all of these people.”
Merck (pharmaceuticals) – “Our mission is to deliver innovations that extend and improve the lives of people with cancer.”
CVS (Healthcare company / Pharmacy) – “Help people on their path to better health.”
Amazon (Internet-based enterprise) – “We aim to be Earth’s most customer centric company.”
Sun Life (Insurance) – “Helping our Clients achieve lifetime financial security and live healthier lives.”
Adidas (Sports Brand) – “To be the best sports brand in the world.”*
Adidas (Olympic Mission) – “More sports, more athletes.”
*Adidas define their mission statement as “To be the best sports brand in the world.” To showcase their brand in Olympics, the company come up with a new mission statement, “More sports, More athletes” to better exemplify their true mission in sports. Adidas’ Olympic mission also clarified how they diversify and grow.
Things you should be aware of before writing a mission statement:
What does community pharmacy mean for pharmacists?
- What are the Ethical and Professional Responsibilities of Pharmacists?
- How is pharmacy changing the way we think about health care?
- How community pharmacy can overcome existing challenges?
- What are the benefits of community pharmacy?
- How to gain trust in your community?
- What is the Mission of a Community Pharmacy?
What does community pharmacy mean for community?
- How can pharmacy help people?
- What is a community pharmacy?
- Who are community pharmacists?
- And more…
Sandbox Formula to test your mission statement:
- Providing expert care
[Visualize your ability (and input) – include a statement about your role as a community pharmacist, e.g., who are you and what can you do?]
- Improving the customer experience
[Visualize what you want to accomplish and your offer – include a statement of results / output that is aligned with your goals]
- Keeping your prescriptions safe
[Visualize your expectations and your assurance (consider yourself a patient or caregiver) – include statements that build community trust and customer satisfaction]
Instructions: Focus on the words shown in “RED”. Modify corresponding statements to reflect who you are, your offer and commitment.
Mission statements should be clear and powerful that help you accomplish your goals to provide the best possible community pharmacy services. This is driven by your organization’s vision.
Mission statement gives customers a sense of trust in the community pharmacy and should also highlight any challenges faced and how you address community issues. It should also highlight what the community pharmacy is trying to achieve, what the pharmacy has done thus far to achieve that and how it can maintain community trust.
Disclaimer: The views and opinions expressed on PharmaRead are those of the authors and do not necessarily reflect the official policy or position of any agency or organization. PharmaRead articles are provided for information only with focus on global health, pharmacy practice, and healthcare systems in Low- and Middle-income Countries (LMICs). Readers should seek expert opinion for use, implementation or application of this knowledge based on their individual circumstances.