Gompels Pharmacy, crowned Pharmacy Business of the Year at the 2023 Pharmacy Business Awards, is more than just a healthcare provider—it’s a beacon of community care and innovation.
Owner Patrick Gompels reveals the heartwarming and strategic elements that make this family-run pharmacy a cornerstone of Melksham, Wiltshire over 56 years
The two Gompels pharmacies, located one mile away from one another in Melksham, Wiltshire, have recently achieved significant milestones, underscoring the success of their innovative and patient-centric approach.
With a remarkable increase in consultations and a surge in the use of the Pharmacy First service, the pharmacies have become a cornerstone of the community’s healthcare.
So what is the secret sauce that helps the Gompels achieve success?
At the heart of Gompels’ success is the dedicated staff and the strong work culture cultivated over decades.
Patrick Gompels believes in empowering his team through a strong work culture.
“Our culture and empowering the team is the most important thing. We have put a huge amount of work into it,” he states.
Monthly barbecues, drinks evenings, daily huddles, and five-minute reviews with managers reinforce this culture and keep the team connected and motivated.
“ I send a bulletin to all the staff at the start of every week, and different people chip in and give their input. This constantly reinforces the strategy and changes, further empowering the staff,” Gompels says.
Encouraging continuous learning and personal development, Gompels proudly shared that after winning the Pharmacy Business of the Year Award, two staff members expressed interest in becoming vaccinators.
Another team member is training to become a health and well-being coach, offering consultations on mental health, healthy eating, and sports.
This commitment to growth and learning has enabled the pharmacy to adapt and expand its services, staying ahead of industry trends and meeting the evolving needs of the community.
The team at Gompels Pharmacy, consisting of both long-serving and newer members, also shared their thoughts on working there.
Tracy, a team member, who has been with the pharmacy for 15 years, remarked, “It’s not just a job, it’s the people here as well, and the support we get and everything. I do enjoy it!”
Legacy pharmacy
Reflecting a personalised care model at the core of its operations, Gompels Pharmacy has been highlighting excellent care services in its community in Melksham, Wiltshire for over 56 years now.
The third-generation family-run business has built its success on the foundation of innovation, continuous software development with a steadfast focus on private services, and an unwavering commitment to patient-centricity, also vouched for in online patient reviews.
The pharmacy’s long-standing legacy and their recent accomplishment through Pharmacy First services are a mix of many variables at play, especially their futuristic approach to patient care.
Alongside team effort, the pharmacy’s openness to change is the driving factors that assists them in delivering a comprehensive range of specialised healthcare services.
Gompels explains how these elements contribute to their success and patient satisfaction, “I will start with patient satisfaction because it is what we push for so much.
“Our vision is to become a one-stop shop for all healthcare needs. I would love patients to think of Gompels Pharmacy first when they consider their healthcare options.”
“We are in the process of adding another four or five consultation rooms,” Patrick continues, “so patients can not only collect their medications but also get services like microsuction, travel jabs, flu jabs, and later this year, blood tests and phlebotomy.”
“This drives satisfaction because patients can get more from their pharmacy, all with expert advice from passionate staff. Patient satisfaction and loyalty will drive the success of the business,” he adds.
While Gompels Pharmacy has been futuristic in its outlook, blending technology with traditional methods of providing consultations, it has deep roots in the community and longstanding relationships with both patients and staff.
“We celebrated my grandmother’s 90th last year, and my grandfather’s 90th two weeks ago; both pharmacists who started the business. We have staff who have been with us for up to 30 years and patients for 56 years,” Patrick notes.
This strong familial foundation and enduring relationships illustrate the trust and loyalty the pharmacy has built over decades.
The long-term dedication of both employees and customers highlights the personalised, reliable service that sets Gompels Pharmacy apart in an increasingly volatile market marked by pharmacy closures and community pharmacy funding issues.
“I think they (pharmacies) have to embrace change,” Patrick says highlighting the role of technology and innovation to create a sustainable business model.
“That comes from all the team. They have to be willing to change and embrace that process, iterating towards operating in a better way.”
Technology, Pharmacy First, and Innovation
One way Gompels has initiated to stay ahead of the curve is through its implementation of Pharmacy Management Record (PMR) systems.
This has helped the pharmacy to streamline its operations and improve patient care.
During the Pharmacy Business Conference this year that discussed the ways pharmacies can adopt, adapt, and achieve sustainable business and a vision for a pharmacy of tomorrow, Gompels emphasised the importance of leveraging Real World Analytics (RWA) data during his session alongside key panellists, underscoring their forward-thinking approach.
Moreover, the inclusion of minor ailments services under the Pharmacy First services started in January 2024, has received a resounding response at Gompels.
In May 2024, the pharmacy provided a total of 268 pharmacy first consultations in one of the two pharmacies.
” We were doing approximately double digits a day per site. Each pharmacist was already quite experienced in terms of delivering that sort of service or having a consultation with a patient, or even more in terms of the diagnosis and disease management aspect,” Tanya, a pharmacist at Gomples, shares.
However, Gompels believes that Pharmacy First scheme needs to level up to the same as the prescribing Pathfinder.
“We (pharmacies) have far too many highly skilled prescribers who are referring back patients that they are capable of treating due to the limitations of the services.
“Our team has delivered phenomenal numbers of Pharmacy First consultations, receiving between 300 and 400 referrals per month, mostly from GPs.”
Gompels Pharmacy has also embraced other ordering methods, such as the NHS App, which has helped manage patient numbers and phone call volumes effectively.
Additionally, their Bank Street pharmacy remained open during both May bank holidays, providing much-needed services, and earning patient appreciation.
“We have remained opened every bank holiday in the last 12 months. Normally, we’re open all bank holidays apart from Christmas day, but this year we did 3 hours on Christmas day too. We have patients coming over 2 hours for pharmacy services on these days,” Gompels shared.
Advocacy and Community Engagement
The pharmacy is actively involved in advocacy efforts, participating in the NPA Save Our Pharmacies campaign on June 20th.
“I think it’s a very important point to note. We won the award last year. We still blacked out our windows,” Gompels highlighted the issues facing the industry.
“The pressures are still very real,” he added.
Gompels highlighted the need for a fair pharmacy contract, expressing hope for better recognition of the value community pharmacies bring to primary care.
“My expectation or my hope is that we will see a new contract which is priced more fairly and recognises the true value that pharmacy can bring into primary care, not just in terms of dispensing and medication.”
Despite proactively developing its own software for over 25 years, he shared that like other pharmacies, they also face supplement NHS income amid drug shortages, rising costs, and real-time cuts to pharmacy funding.
Celebrating success!
The Pharmacy Business Awards 2023 night was a moment of pride for Gompels Pharmacy. Patrick Gompels recalled the event, saying, “It was absolutely fantastic. Winning it was completely unexpected!”
“It was lovely to have all the team there because they are the ones that work all day, every day to really make more magic happen. So, a very, very special day.
“It’s a lovely reinforcement for them that what they’re doing is different and is recognised and is having a real positive impact on the community, and on our patients. So, it was very nice.”
