Meet Wholehealth Pharmacy Fashion District, winners of both the Practice Innovation and Business Innovation awards

Why they won both awards Recognizing prevalent gaps in care for people seeking medical abortions, this pharmacy team is ensuring that patients have access to safe reproductive choices. And by committing to fill an emerging care gap, the team has in turn extended their care and customer community to some of the far reaches of the province.When the owners of this new downtown Toronto pharmacy were approached by a virtual abortion provider having difficulty finding pharmacies in Ontario willing to dispense medication and support patients, they took it as a clear sign to take action. Not only did they take on those patients, but within the first six months of opening, the team expanded their network of medical abortion providers and clinics and developed an innovative practice in providing access to medical abortion care. Wholehealth Pharmacy Fashion District is the only pharmacy offering free province-wide delivery of Mifegymso (the medication needed for medical abortions in Canada). To date they’ve provided support to more than 1,700 people across the province seeking care—including many in remote areas—and support 10 clinics and providers on a regular basis.Beyond dispensing medication and working with abortion providers, the Wholehealth team has created a compassionate and supportive environment for people seeking abortion care. Working with an inter-collaborative network of physicians, nurse practitioners and midwives, they have successfully streamlined the process for people seeking medical abortions so they can have a seamless experience throughout. Watch the video below to learn more about the Wholehealth Pharmacy Fashion District’s story in their own words:The pharmacy team provides comprehensive guidance and personalize care to each patient, offering discretion and ongoing support/information so patients can make informed decisions about their reproductive health. Staff pharmacists are also trained to provide pain management options in the context of medical abortions to alleviate any discomfort associated with the process, in addition to being well versed on all forms of contraceptive care so they can counsel patients on next steps in their reproductive health.Most recently, Wholehealth Pharmacy Fashion District partnered with Planned Parenthood Ottawa to extend their services to patients and providers in the Ottawa region, and help to address the challenges in accessing Mifegymiso. In coordination with Wholehealth Pharmacy head office, the team developed informative infographic resources tailored to pharmacies in the area offering detailed instructions on billing procedures and the dispensing of the medication to encourage other pharmacies to support patients and providers—and reduce stigma and misinformation around medical abortion. Information resources were also developed for patients.These initiatives are having a significant impact beyond Ontario, too. With the pharmacy’s innovative efforts so far, pharmacy co-owner James Morrison was invited to contribute to national resources to support interprofessional abortion care for prescribers and pharmacy professionals with a focus on supporting marginalized patients. “We have not just stretched the limits of what a pharmacist’s care can do but have removed barriers to care and made medical abortions as seamless and comfortable as possible for patients,” he said. By enabling access to harder-to-obtain care and prescription medication to marginalized patients and their providers, the pharmacy team is also growing a successful business. “Because we are a niche that is underserviced, we’ve been able to grow rapidly…and our prescription counts are steadily increasing,” said pharmacy manager and co-owner Ajay Chahal. “We even get patients calling in to us, and we direct them to providers and other resources, so it works both ways.”Morrison says offering medical abortion province-wide has allowed the team to collaborate with clinicians from Sarnia to Ottawa, to Wawa and Timmins. Cultivating these relationships has attracted prescriptions from outside of the pharmacy’s local market. “We have also worked with clinicians to enhance their prescribing and take advantage of patient drug coverage to address pain management during abortion and to start patients on contraception,” says Morrison. “Not only did we reach new patients though our outreach, but our efforts yield more prescriptions per patient.”In being able to implement several innovative practices in addition to medical abortions (including cannabis consultations, HIV self-testing, minor ailments and on-demand deliveries) he says his pharmacy team was able to create significant networks in the community within the first year. “Through these efforts, the pharmacy reached its break-even point within only eight months, which is uncommon given that most pharmacies take upwards of three to five years.” “Feedback from patients about the service from Wholehealth Fashion District has been really positive,” adds staff pharmacist and co-owner Anushya Vijayaraghevan. “I’m super proud and excited about what we’ve accomplished so far.”Q&A: What makes for an effective team environment? It starts with recruitment. We are careful to invite team members that are collaborative and have an innovative mindset. This proactive approach ensures that our foundation is built on individuals who bring a spirit of cooperation and creativity. Once assembled, the team benefits from clear roles and responsibilities, continuous training, and ongoing professional development to stay abreast of advancements in the pharmacy space. Effective communication channels, supported by technology integration, contribute to streamlined operations and workflow efficiency. In our supportive and collaborative atmosphere, our pharmacists are encouraged to leverage their whole scope of practice, contributing to a well-rounded and dynamic pharmacy team.What’s your advice for improving inter-professional practice relationships? Understand each other’s needs and challenges. By recognizing and acknowledging the pain points experienced by different healthcare professionals, we can collectively work towards resolving these issues. Open and honest communication is paramount in this process, creating a collaborative environment where each team member’s perspective is valued. We’ve discovered that building trust is essential, especially when it comes to showcasing the full scope of pharmacy care capabilities. Educating other healthcare providers about the range of services and expertise we offer can dispel misconceptions and foster a greater appreciation for our contributions to patient care. Networking plays a pivotal role too, facilitating connections with other healthcare professionals whose areas of practice align with our interests, services, and patient population. Establishing such connections not only promotes a more cohesive approach to patient care but also opens avenues for shared learning and continuous improvement in inter-professional collaboration.How do you combat stress and prevent burnout? It starts with an understanding of the unique challenges faced by pharmacy professionals. We have found that fostering a supportive work environment, where colleagues understand and empathize with each other’s workload, contributes significantly to stress reduction. Implementing a regular line of communication with our pharmacy team members provides a way to discuss any workflow issues, identify potential bottlenecks, and collaboratively find solutions. Additionally, prioritizing self-care is crucial, such as encouraging team members to utilize vacation time and maintain a healthy work-life balance. Moreover, continuous professional development opportunities and training sessions can empower team members, boosting their confidence in handling challenging situations. In essence, a comprehensive approach that addresses both the environmental factors and individual well-being is essential.What is most rewarding about working with your patient population? Providing access to medical abortion, we witness the profound impact on reproductive healthcare equity. Ensuring that patients, particularly in remote areas, have access to safe and dignified reproductive choices brings immense satisfaction. The direct positive impact on patients’ lives and the contribution to increased healthcare accessibility is gratifying, underscoring the significant influence on women’s health within marginalized communities. You can read about all the 2023 winners here.If reading these stories makes you think of someone you know who’s deserving of an award (including perhaps, yourself?), you can sign up to be notified when the entry process opens for 2024 by filling out this form.

Meet Wholehealth Pharmacy Fashion District, winners of both the Practice Innovation and Business Innovation awards

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