When Jenny Seltzer, owner of Bloomsburg Medicine Shoppe® Pharmacy, started to provide COVID-19 vaccines for customers — many of whom came to her as referrals from area hospitals — she was ready to show these new customers what made her store different. She wanted them to realize that she could be just as resourceful and accommodating as other healthcare facilities in the area.
But she learned just as much from her customers as they learned from her.
"We have two large hospitals in our area, and they were providing antibody treatment; however, their staffing only allowed them to treat two to eight patients per day,” said Seltzer. “So they began to refer patients to us. They told their overflow patients to go to The Bloomsburg Medicine Shoppe® Pharmacy.”
Connecting with new patients
Before Jenny realized it, she was treating more than 20 patients per day. While most customers had an appointment, some showed up as walk-ins and asked for help.
"We weren't going to turn them away," she said. "We're the type of provider that doesn’t tell someone ‘no.’ We were going to make sure that what we did, we did well."
While the patients filled out their forms and waited their turn for their vaccination, Jenny and her staff made sure to speak with them, ask them questions and get to know them. They, in turn, got to know her.
"For me, this was an opportunity to show people what life in an independent pharmacy looked and felt like compared to a chain pharmacy," said Seltzer.
Many of her newer customers didn't realize that there is, indeed, a difference until they experienced her service first-hand. These conversations exposed the services that she could offer to them. She, in turn, learned what their health issues were and offered ways to help. Newer customers soon became regular customers who now come into her store on a weekly to monthly basis.
"We have the environment they wanted, and we were the type of people they ultimately wanted to put their trust in to care for them,” shared Seltzer.
Learning the ropes of store ownership
As a high school student, Seltzer knew she wanted to be a pharmacist. She began working at a local pharmacy as a store clerk and worked well alongside the owner. She remained employed at the pharmacy all through college and pharmacy school.
“I would spend my days getting up, driving to school, doing my schoolwork, and then driving to Bloomsburg to work the rest of my day. I’d then go home, study and the next day, it would start all over again.”
It was during this time she learned how customer service plays a part in pharmaceutical services. After graduating, she was elevated to pharmacy manager. She continued to learn as she worked, and she also learned about the importance of effective leadership.
Over time, Seltzer realized she wanted to purchase the pharmacy. It was then that she turned to Cardinal Health™ Pharmacy Transition Services — a program in place to help pharmacists with succession planning or buying another pharmacy.
Within the first two weeks of owning the store, Jenny started offering blood pressure clinics every other Wednesday. One of her staff members is a nurse who completed free blood pressure tests and consultations with customers on medications, lifestyle changes and dietary needs.
Creating a healthcare destination
Jenny says she also offers medication therapy management services. Over time and through conversations, she learned that many of her customers have chronic healthcare issues. Seltzer and her staff take the time to share their clinical knowledge with their customers and talk them through any medication adjustments.
Through conversations, Jenny continues to learn more about her customers’ needs. She’s addressing those needs where she can and is building the Bloomsburg Medicine Shoppe® Pharmacy to be as much of a one-stop shop as she can.
“I feel that as an independent pharmacy, we have a very solid future,” Seltzer said. “All we want to do is help our customers to live a healthier life. And we’re doing just that.”
Cardinal Health is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years in business, operations in more than 30 countries and approximately 44,000 employees globally, Cardinal Health is essential to care.
