Delegates immersed themselves in the future of pharmacy, exploring a rapidly evolving landscape shaped by changing customer and patient expectations, innovative store design, and an expanding scope of practice, with the brand reaffirming its commitment to empowering its network with cutting-edge solutions to drive efficiency, growth, and patient care.

Key announcements set to redefine the pharmacy experience for both businesses and customers included –
– major enhancements to the myTWC health app, and the eCommerce experience,
– a refreshed store design optimised for full scope,
– the rollout of electronic shelf labels,
– and the implementation of a new clinical governance platform

Executive General Manager Nick Munroe remarked, “The past three days have been incredibly productive and inspiring. It has been a year full of change, and we remain steadfast in our direction. TerryWhite Chemmart continues to drive excellence across retail, dispensary, and the continued expansion of pharmacist’s scope and delivering health services to our communities. This conference has further reinforced our dedication to this mission.”

The culmination of significant efforts from the past year was celebrated at the HEART Awards Gala dinner, which recognised excellence across the TerryWhite Chemmart community. Awards were presented to outstanding pharmacies from each state, acknowledging their commitment to delivering exceptional service and care to their communities.

The TerryWhite Chemmart National Pharmacy of the Year was awarded to TerryWhite Chemmart Noraville in NSW. Pharmacy owners Lachlan Walters and Robert King commented that joining TerryWhite Chemmart showed them what a health focused community pharmacy brand could deliver for their community.

Mr Walters added, “The support from TerryWhite Chemmart over these past 18 months has been truly incredible. They’ve been there every step of the way as we’ve brought a more sophisticated retail offer and health services to the community of Noraville.”

In addition to recognising pharmacies across the network and supplier partners, individual team members and pharmacy owners were recognised across several categories, including the prestigious Rhonda White Leadership Award.

Karen Brown, this year’s award recipient, reflected on the impact of being a pharmacist and the privilege of leading her team.

“Being a pharmacist is incredibly rewarding because every day brings something new. You never know what challenges or opportunities will come through the door, but by the time you leave, you know you’ve made a difference in someone’s life. That’s a privilege not many professions offer,” she said.

“I’m also incredibly grateful for my team—leadership isn’t about me, but about supporting them in the way they need, which can change from moment to moment. At the heart of it all, we have a responsibility to be there for our community, and I’m so proud to stand alongside my team in that role.”

As the TerryWhite Chemmart IMPACT Conference in Melbourne comes to an end, the Pharmacy Network is committed to solidifying their role as leaders in care, adopting cutting-edge digital technology, providing patient-centric care, and promoting best practices to shape a better future for Australian pharmacy.

The winners of the TerryWhite Chemmart HEART Awards are:

• Rhonda White Leadership Award
o Karen Brown, Arana Hills (QLD)

• National Winner – Pharmacy of the Year
o TerryWhite Chemmart Noraville (NSW)

• Pharmacy of the Year – State Award Winners
o QLD – TerryWhite Chemmart Manly
o NSW – TerryWhite Chemmart Noraville
o VIC – TerryWhite Chemmart Drouin
o ACT – TerryWhite Chemmart Ainslie Compounding
o TAS – TerryWhite Chemmart Sorell
o SA – TerryWhite Chemmart Playford
o WA – TerryWhite Chemmart Eaton

• Retail Leadership Award
o Lucy Ramm, Bunbury Plaza (WA)

• Pharmacy Engagement Award
o TerryWhite Chemmart Seacliff Park (SA)

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This year’s conference, themed IMPACT, highlights the growing role of pharmacists and their teams in delivering exceptional healthcare and strengthening community well-being.

Opening the event, TWC Executive General Manager Nick Munroe acknowledged both the network’s strong performance over the past 12 months, along with the opportunities that lay ahead through the evolving community pharmacy landscape,

“While the community pharmacy sector continues to shift, our focus remains on elevating the customer experience and providing the support the TWC network requires to succeed.” Mr. Munroe said.

“The evolution of community pharmacy over the next few years will be a defining moment, and pharmacists have a critical role in supporting the delivery of primary healthcare for Australians,” he continued.

In the first half of FY25, TWC has continued to grow, expanding its network to 616 pharmacies, adding 52 new stores in the past year. Network sales increased by 11.0 per cent, with like-for-like sales up 9.3 per cent. This growth was fuelled by the success of the TWC offer including CareClinic programs, the myTWC app, and Rewards Plus.

The conference continues with strategic updates, key announcements, and insights from the Pharmacy Guild of Australia, the PSA, and industry leaders, alongside valuable knowledge-sharing sessions from across the TWC network.

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“We’re excited to extend our partnership with TerryWhite Chemmart. Whooping Cough can impact anyone, and with TWC, we’ve been able to communicate its severity to their pharmacy network and customer base. Through their wide-reaching platform, we aim to raise crucial awareness and ensure vulnerable individuals in our community receive essential information.”
Key Statistics:
• Vaccination Coverage:

While Pertussis vaccination rates are above 90% among infants in Australia, one-year-olds (12 to less than 15 months old): 92.82% and are fully immunised and two-year-olds (24 to less than 27 months old): 91.10%, based on data as of June 2024 from the Australian Immunisation Register, as reported by the Australian Government Department of Health and Aged Care, rates drop significantly among adolescents and adults. This decline contributes to ongoing transmission, especially affecting newborns who are too young for vaccination.

Of adolescence turning 13 years of age in 2023, only 73.9% had received their adolescent dose of dTpa by December 2023 and coverage rate for Indigenous adolescents was 15.6% lower, according to the Annual Immunisation Coverage Report 2023 released in October 2024.

Only 1-in-5 adults are up to date with their vaccinations.

It has been suggested this decline is due to misinformation and vaccine fatigue post COVID-19.

• Reported Cases: As of 4 November 2024, there have been a substantial increase in reported Whooping Cough cases in Australia, with over 40,428 cases this year—approximately 37,975 more than last year. (Source: National Communicable Disease Surveillance Dashboard) This spike underscores the urgent need for expanded awareness and immunisation efforts to protect the community from this infectious disease.
Book your whooping cough vaccination at your local TerryWhite Chemmart pharmacy by visiting https://terrywhitechemmart.com.au/health-services/whooping-cough or secure pertussis vaccination vouchers for your employees by emailing corporatehealth@twcmhealth.com.au.

Whooping Cough Day is Friday November 8, 2024.

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The October state-based forums round out TWC’s annual education program and are integral to TWC’s mission to empower its pharmacy professionals with the latest clinical knowledge and practical skills, supporting optimal patient care and enhancing customer experiences.

Masterclass Forum this October centred around integrating biopsychosocial care and shared management plans into daily pharmacy practice, with clinical updates focusing on areas such sleep health and insomnia management, sun safety, and biosimilars. The forum also introduced new digital tools to support streamlined efficiency and best practice clinical governance. Pharmacists participated in hands-on workshops and patient scenarios to maximise health outcomes, ensuring they stay at the forefront of expert clinical care.

At Academy Forum, Pharmacy Assistants delved into vital topics including hydration, new menstrual care therapies, oral health and hygiene, migraine management, allergic rhinitis support, natural therapies for pain relief, and skincare. The education program focused on enhancing product knowledge and their ability to support customers with diverse healthcare needs, further solidifying their role as vital members of the healthcare workforce.

“We are proud to provide both Pharmacists and Pharmacy Assistants with the educational tools they need to continue delivering exceptional healthcare services. This month’s Masterclass and Academy Forums are testament to our belief that continuous learning is the key to ensuring our teams remain experts in their fields,” said Nick Munroe, Executive General Manager of TerryWhite Chemmart.

“By focusing on practical applications and in-depth clinical knowledge, we’re ensuring that our teams can provide the best possible care for our patients.”

Clint Holland, Country Manager for Sandoz, expressed his support for the initiative and the partnership between Sandoz and TWC. “Our long-standing partnership with TerryWhite Chemmart is built on a shared commitment to patient health outcomes and the ongoing education of Pharmacists. Programs like Masterclass Forum are crucial in ensuring Pharmacists have the latest clinical knowledge and are equipped to navigate the challenges of modern pharmacy practice.”

Academy Forum also received strong backing from supplier partners, with Sharon Groombridge National Training Manager from Care Pharmaceuticals highlighting the importance of education for Pharmacy Assistants. “Pharmacy Assistants are an essential part of the healthcare workforce, often serving as the first point of contact for customers. Continuous education is critical to ensuring they are equipped with the knowledge and confidence to provide customers with the right advice and products.”

“Both forums would not have been possible without the ongoing support of TWC’s valued supplier partners. TerryWhite Chemmart acknowledges the contributions of these partners in pushing the teams to be better through learning, which ultimately drives positive health outcomes for patients across Australia,” said Munroe.

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At the core of the Trust Your Gut campaign is a user-friendly online Symptom Checker tool. The Symptom Checker guides the user through a series of questions to respond to, while providing helpful advice and information based on the answers provided.

Overall, it encourages the user to act on symptoms, be healthy and active, explore their family history and do a bowel screening test kit.

At the face of the Trust Your Gut campaign is Kellie Finlayson, Jodi Lee Foundation Ambassador and wife of Port Adelaide key forward Jeremy Finlayson. Kellie was diagnosed with bowel cancer at just 25 years old. Now Kellie is on a mission to raise awareness for the early detection and prevention of bowel cancer, urging everyone to trust their gut and see a GP if something is not right.

“Regardless of your age, if you are experiencing symptoms such as blood in your poo, changes in your bowel habits, unexplained tiredness or weight loss, or stomach pains, go and see your doctor. Trust your gut, it could save your life,” says Kellie.

Three months before Kellie’s diagnosis, she had given birth to their beautiful daughter Sophia and was suffering from severe constipation and terrible abdominal pains. She brushed this off as postpartum symptoms, but when she found blood in her stool, she had a gut feeling something wasn’t right.

Following a colonoscopy, Kellie was told she had stage three bowel cancer. After further tests it became evident that the cancer was tracking up her back and this was sadly upgraded to stage four.

Reflecting on the last few years, Kellie says she wishes she acted on her symptoms sooner.

“As a female, it is so easy to pass off these symptoms as so many other things,” she says.

“I was googling my symptoms and just assumed I had a food intolerance or worst-case scenario irritable bowel syndrome.

“Cancer never even crossed my mind – it was something I didn’t think I would ever have to think about.”

Nick Lee OAM, Founder and Chair of the Jodi Lee Foundation, explained that when he established the Jodi Lee Foundation in 2010, bowel cancer was the ninth deadliest cancer in Australia.

“It is sadly now the second-leading cause of cancer-related death in Australia and more than 15,500 Australians are diagnosed with the disease each year,” says Nick.

“We understand bowel habits can be a taboo subject, but it is so important to understand the symptoms of bowel cancer and act on them for early detection of the disease,” urges Nick.

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Brands were rated by Aussies across a range of metrics like customer service, product range, value for money, trustworthiness and product quality. These metrics were then weighted to determine the winning brands in four areas per vertical: most loved, most trusted, top value and legendary customer service.

Pharmacy 4 Less in the pharmacy category had a clean sweep across the four awards with high scores for every metric.

• Pharmacy 4 Less won all four customer satisfaction awards: most loved, most trusted, top value and legendary service.
• Terrywhite Chemmart was highly commended in all four categories and Blooms the Chemist was highly commended in three and Chemist Warehouse in one.
• Pharmacy 4 Less had the highest – or equal highest – ratings for the following metrics: customer service (4.3/5), value for money (4.3) and trustworthiness (97 per cent).
• Chemist Warehouse had the top rating for product range (4.3).
• Terrywhite Chemmart and Blooms the Chemist had the best rating for product quality (4.3).
• Six pharmacy brands qualified by meeting the minimum number of brand responses: Pharmacy 4 Less, TerryWhite Chemmart, Blooms The Chemist, Priceline Pharmacy, Amcal and Chemist Warehouse.

While it didn’t win in the pharmacy category, Chemist Warehouse was the most loved, most trusted and top value in the makeup retailer category, with AdoreBeauty winning the customer service award.

Finder’s retail specialist Chris Jager said choosing where to shop can be really dependent on consumer needs.

“In this year’s Customer Satisfaction Awards program we saw a few select retailers dominate their verticals but an exception was often the most trusted brand.

“Currently a lot of Aussies are tightening their purse strings and they really are seeking value – whether that’s through price matching, loyalty programs or just good quality products at affordable prices and I really want to commend the companies that are meeting their customers’ needs at this time.” Mr Jager said.

You can find the full results here: https://www.findershopping.com.au/finder-awards/customer-satisfaction-awards

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Ovarian cancer is the deadliest cancer for women and those with ovaries, with a five-year survival rate of just 49%. There is no early detection test, and a common misconception is that cervical screening (pap-smear) tests for ovarian cancer.

Ovarian Cancer Australia exists to ensure that no one suffering from ovarian cancer walks alone. The entire TerryWhite Chemmart network has been committed to raising much-needed funds and awareness through various activities, including auctions, morning ‘teal’s’, raffles, treks and swims, as well as the sale of teal-coloured merchandise across the pharmacy network.

In the last two years, the TWC Supplier Partner community has also rallied to support a broader fundraising campaign, which this year expanded to 25 suppliers and over 170 products, with 50 cents from the sale of each product being donated to the cause.

Reflecting on the efforts to help change the trajectory for those suffering from this disease, Executive General Manager Nick Munroe said, “We can all do our part, and it is incredible that across our pharmacy, customer and supplier network, everyone has had the opportunity to contribute to raising such an incredible amount for Ovarian Cancer Australia.”

“Ovarian Cancer Australia has been our primary charity partner for nearly 20 years, and we are proud to support them in the work they do. None of this would be possible without the dedication of our Network and Supplier Partners, and for that, we thank them,” he continued.

Acting CEO Christine Dixon added, “On behalf of Ovarian Cancer Australia and our community, we are deeply grateful to our longstanding partner of 19 years, TerryWhite Chemmart. Their commitment to this cause inspires us and brings hope to countless women and their loved ones.”

“With the generous support of the TerryWhite Chemmart network and their supplier partners, their remarkable contribution of $434,000 last financial year will significantly enhance our ability to continue our vital work, ensuring no one affected by ovarian cancer walks alone,” Ms Dixon continued.

TerryWhite Chemmart looks forward to celebrating 20 years of partnership with OCA in 2025, continuing to raise much-needed funds and awareness.

Ovarian Cancer Australia received a cheque for $434,000 from TerryWhite Chemmart during the brand’s annual Supplier Forum 20 July 2024 in Melbourne.

 ABOUT OVARIAN CANCER AUSTRALIA
Ovarian Cancer Australia is an independent national not-for-profit organisation, supporting women diagnosed with ovarian cancer. Their focus is to provide care and support for those affected by ovarian cancer; and represent them by leading change. Their vision is to save lives and ensure no woman with ovarian cancer walks alone. We were founded in 2001 by a group of people who had been affected by ovarian cancer, either themselves or through a loved one. Ovarian Cancer Australia is a member of the World Ovarian Cancer Coalition, which works to raise awareness of ovarian cancer on a global scale.

Visit www.ovariancancer.net.au 

ABOUT TERRYWHITE CHEMMART
TerryWhite Chemmart is one of Australia’s leading retail pharmacy networks delivering frontline healthcare. With 600 community pharmacies across Australia, we are committed to ensuring every Australian has easier access to pharmacists and expert health advice every day. TerryWhite Chemmart provides high-quality, accessible, and cost-effective community-based health care services and programs.

Visit www.terrywhitechemmart.com.au

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During the forum there was of course another celebration to be had with the brand recognising the invaluable contributions of its supplier community, as they collectively celebrated the opening of the 600^th TerryWhite Chemmart pharmacy in the network.

Reflecting on this milestone, Executive General Manager Nick Munroe said, “Over 65 years ago Terry and Rhonda opened their first pharmacy in Woody Point Queensland, and just last week we celebrated the opening of TerryWhite Chemmart Bayswater, marking our 600^th pharmacy in the network, meaning 600 communities across Australia now have access to the best trained pharmacists and teams in the country, improving their health outcomes.”

“This milestone is of course a collective effort from the entire network and the supplier community who have believed in the TWC brand from day one.”

 Announcing Health Powered Retail Media Network: TWC Connect
The major announcement of the afternoon was the introduction of TWC Connect, the brand’s new Retail Media offering.

Executive General Manager Nick Munroe commented, “We are excited to launch TWC Connect – a new ‘Health Powered Retail Media’ network, enabling brands to engage with TerryWhite Chemmart customers along their health journey.”

“TWC Connect is an end-to-end solution that combines data insights and planning, a new high performance technology platform, and creative excellence to meet business objectives and sales growth,” he continued.

The new retail media offering builds on the strategic and business excellence the brands supplier partners’ have come to rely on to support their continued growth in the Australian pharmacy marketplace.

Digital Enhancements for a Better Customer Experience
As part of the commitment to continually enhancing the customer experience, significant updates to the myTWC Health App were showcased, including the integration of a patient’s active script list and the introduction of a specific patient support program for prescription weight management patients. It was also highlighted that in the last 12months over 60 enhancements have been made to the platform to make the ordering and processing of prescription and eCommerce orders more efficient for both customer and pharmacy teams.

Additionally, the introduction of electronic shelf labels for pharmacies was introduced, providing significant efficiency and time gains for pharmacy teams who choose to upgrade, and new enhancements to the brands ‘BuyBetter’ platform, making ordering more effective and pricing more dynamic.

Munroe reiterated the brand’s commitment to investing in efficiencies to support Network Partners and providing new opportunities to the Supplier Network.

“Developing solutions for improving workflow and delivering business efficiencies is critical to ensure our Network Partners can spend less time on menial tasks and focus on their community’s health needs,” he said.

Expanding Health Services through ‘Full Scope’ and CareClinic
A key part of the strategy for the year ahead is continued focus on supporting the growth of their CareClinic services, including full participation in the Queensland Community Pharmacy Full Scope Pilot, along with a commitment to embrace other ‘scope expansion’ opportunities across the country.

Chief Pharmacist for TerryWhite Chemmart Brenton Hart said the focus on services provided unique opportunities for pharmacies to further differentiate themselves from discounter models and increase the number of customers actively choosing to shop in a TerryWhite Chemmart.

“Both the Qld Community Pharmacy Full Scope Pilot and additional services that we are seeing rolled out in community pharmacy provide opportunities for patients to access health and care when they need it, in an easy and accessible way. We are proud of the work we have done in this space to date and our network is ready to support their communities in every way possible,” said Hart.

Partnerships Focused on Health Outcomes
Commenting on the partnership with TerryWhite Chemmart, Country Manager AU / NZ for Sandoz Clint Holland said that the focus on improving customer and patient experience was evident through every touchpoint TWC is bringing to market.

“Sandoz is proud to work in partnership with TerryWhite Chemmart on its ambition to build a better future for Australian pharmacy, and it is evident that there is a committed team who are focused on empowering local pharmacy owners to have a meaningful impact in their communities,” he said.

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Pharmacy owner Tam Nguyen hosted a lively community event featuring exclusive discounts, exciting prizes, and activities that attracted many local residents.The official ribbon-cutting ceremony was led by Tam, accompanied by TerryWhite Chemmart Executive General Manager, Nick Munroe, alongside John Cullity, CEO of EBOS Group.

“When the team from TerryWhite Chemmart informed me that our Bayswater pharmacy would be the 600th in the network, I felt an immense sense of pride,” said Ms. Nguyen. “Our decision to join TerryWhite Chemmart was driven by the brand’s commitment to supporting pharmacies in delivering superior health outcomes. Through this partnership, my vision for a true community pharmacy with a strong clinical focus and a robust retail solution has been brought to life.”

In the past 24 months, the TerryWhite Chemmart network has expanded significantly, adding 100 new pharmacies across Australia. This growth underscores the brand’s dedication to providing pharmacy owners and their teams with cutting-edge tools, technology, and training. TerryWhite Chemmart Bayswater showcases the latest in dispensing technology with the ROWA V-Max and a new Electronic Shelf Label System, which allows for seamless price updates across the entire pharmacy, enhancing efficiency and reducing manual labour.

Nick Munroe, Executive General Manager, reflected on the achievement: “Reaching 600 pharmacies is a testament to the hard work and dedication of every pharmacy in the TWC network. At TerryWhite Chemmart, our goal is to equip our Network Partners with the leading health position in community pharmacy along with the systems, training, and support to offer our customers and patients the highest level of care possible. Today’s milestone means that 600 communities now benefit from this commitment to exceptional healthcare.”

Mr. Munroe added, “I am thrilled that Tam and her team in Bayswater have chosen to join TerryWhite Chemmart. Their investment in expanding space for pharmacy services through our CareClinic program and enhancing efficiency demonstrates their dedication to patient care.”

The celebration of the 600th pharmacy is one of several recent accomplishments for TerryWhite Chemmart. This year, the brand hosted its 10th Annual Masterclass and received the 2024 Inside Retail ‘Retailer of the Year Award’ for its CareClinic health services program.

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