Building the pharmacy of the future — trust, loyalty, and growth

McPhillips and James make the business case for at-home testing as a win-win for patients and pharmacies, and close with advice for pharmacists hesitant to add self-testing counseling to their workflow.

Building on the previous episode's patient stories, McPhillips and James discuss at-home testing as both good clinical practice and good business — comparable to how immunization services can be preventive care and a revenue driver at once. They note that offering this counseling well can be the deciding factor in whether a patient stays loyal to a pharmacy, and that the financial upside is what allows pharmacies to keep investing in the clinical side of the relationship.

The episode closes with James addressing pharmacists who feel hesitant or unprepared to start counseling on self-testing, opening with reassurance that they don't need to master every test or counseling point overnight to begin offering the service.