Lorna Smith is the Pharmacy Manager at the Walmart Pharmacy in Kenora, Ontario. Lorna’s challenges as a manager include the current expansion in the pharmacist’s scope of practice, the change in government reimbursement for pharmacy services, the demand by consumers for better professional services and product selection, and the need for this location to be profitable. Lorna must move her team through a rapidly changing environment in order to be successful in the local competitive retail pharmacy market.
As a front line manager, Lorna directly supervises other pharmacists, a pharmacy assistant, a department manager, and several sales associates. She works with the store and assistant managers to communicate weekly plans within all divisions of the store. The pharmacy district manager provides Lorna with information on budgets, wages, and corporate health and wellness programs. The regional manager, senior head office managers, and Vice President of Health and Wellness ensure that all Walmart pharmacies follow the guidelines established within the corporate framework.
Although Lorna works within a specialty division of Walmart, she is influenced by a strong corporate culture. All associates (employees) hear the story of founder, Sam Walton, and are taught his three core beliefs- service to customer, respect for the individual, and strive for excellence. The Shining Star program recognizes individuals who demonstrate these values. The continued influence of Sam’s frugality is exhibited in the company’s current money saving strategies used to deal with corporate travel, suppliers, store development, and consumer purchases.
By following Sam’s example, Walmart not only serves the shareholders but also the associates, consumers, government, and suppliers as primary stakeholders. Within the pharmacy, Lorna ensures that associates are adequately trained and knowledgeable in order to assist consumers in receiving accurate health care. As the Ontario College of Pharmacists’ designated manager, Lorna is expected to ensure that every pharmacy associate complies with all federal and provincial regulations. Lorna and her pharmacy staff are required to demonstrate a high moral and ethical responsibility, especially with respect to the pharmacy profession, in order to protect consumers’ health and safety. Her team must guarantee that the cold chain and delivery of drugs, and the disposal of expired and damaged goods, are adequately handled by suppliers. Walmart supports Lorna’s discretionary participation with secondary stakeholders, such as the local Juvenile Diabetes Research Foundation, Canadian Diabetes Association, Kenora Diabetes Strategic Planning Committee, Kenora Interprofessional Healthcare Team, and community wellness events that indirectly promote the Walmart Pharmacy.
The profile of the pharmacy within the store, and outside in the community is established under Lorna’s leadership. As a practising pharmacist, Lorna upgraded...