Running a pharmacy is about more than keeping shelves stocked and prescriptions filled; it is about people. When a team is short-staffed, patient wait times grow, pharmacists feel stretched thin, and service quality is at risk of slipping.
A well-structured staffing model empowers pharmacists and technicians to deliver excellent care, keeps morale high, and positions the pharmacy for long-term growth.
At PharmaChoice Canada, we know that pharmacy staffing is one of the most important factors in building a strong, reliable team. By applying proven staffing best practices, pharmacy owners can reduce turnover, enhance community trust, and strengthen business performance.
Tip #1: Match Staffing To Your Care Model And Local Demand
Every pharmacy serves a unique community, and your staffing plan should reflect that reality. Consider how patient needs shift during different times of the year, such as flu season or local health campaigns.
Evaluating your services, from prescription volume to specialized clinical programs, helps you forecast the right level of coverage. Understanding these dynamics ensures that patients consistently receive timely, attentive service while your team operates efficiently.
- Build a baseline schedule that supports routine volume.
- Add flexible coverage during flu season, back-to-school, or clinic days.
- Adapt to regional nuances such as rural outreach or local community health programs.
Tip #2: Consider Skill Mix And Use Full Technician Scope
The most successful teams assign tasks according to both skills and professional scope. Assess the strengths of each role and ensure that responsibilities align with provincial regulations and NAPRA Model Standards.
Giving registered technicians the opportunity to work to their full scope allows pharmacists to dedicate more time to clinical services and patient care. This alignment not only boosts efficiency but also helps staff develop professionally and stay engaged.
- Reserve clinical judgment and checks for pharmacists.
- Update standard operating procedures (SOPs) and ensure compliance with NAPRA standards and provincial regulations.
Tip #3: Standardize Hiring With Structured Assessments
A consistent hiring process leads to stronger teams and less turnover. Begin with a clear definition of the qualities you value most, from technical accuracy to communication skills.
Using structured assessments and objective scorecards helps you compare candidates fairly and identify those who will thrive in your environment.
A well-documented approach also protects against bias and ensures that new hires share your commitment to patient care.
- Use scorecards that evaluate technical knowledge, judgment, and customer care.
- Validate credentials and references.
- If using staffing agencies, confirm they adhere to quality programs and accreditation such as Joint Commission standards.
Tip #4: Build A Steady Pipeline And Add Trusted Partners
Waiting until you face a staffing shortage can put stress on your team and disrupt patient care. Building a steady recruitment pipeline provides flexibility when unexpected absences occur.
Develop connections with local colleges, professional associations, and community events where future pharmacists and pharmacy technicians may be found.
Maintaining relationships with reliable staffing partners ensures you can access qualified professionals quickly when needed.
- Encourage staff referrals.
- Maintain partnerships with staffing agencies for permanent, temporary, and travel coverage.
- Keep an updated list of trusted partners for last-minute needs.
Tip #5: Write Job Posts That Sell The Real Day-To-Day
Your job posting is often the first interaction a candidate has with your pharmacy. Make it stand out by showing what makes your workplace supportive and rewarding.
Highlighting your culture, opportunities for professional growth, and your connection to the community will appeal to candidates who share your values.
Being transparent about expectations also helps you attract applicants who are a genuine fit for your team.
- Highlight your community impact and collaborative culture.
- Offer clarity on schedules, mentorship opportunities, and career growth.
- Include details about technology, training, premiums, and advancement pathways.
Tip #6: Onboard With A 30-60-90 Plan And Documented Competencies
The first three months shape a new employee’s experience and long-term success. A structured onboarding plan helps new hires feel welcomed and confident from the start.
Clear goals and scheduled check-ins prevent confusion and promote early engagement. Supporting each employee with a mentor also builds relationships and reinforces your culture of excellence.
- Pair new hires with experienced mentors.
- Use competency checklists tied to NAPRA standards.
- Track completion of system training, workflow rotations, and clinical service protocols.
Tip #7: Protect Well-Being And Culture To Cut Turnover
A healthy work environment is critical to keeping talented staff.
Take time to evaluate workloads, scheduling practices, and break policies to prevent burnout. Encourage open communication so employees can share concerns before stress becomes overwhelming.
When staff feel supported and respected, they are more likely to stay and to deliver outstanding care to patients.
- Rotate high-intensity tasks to balance workloads.
- Protect breaks and enforce reasonable scheduling rules.
- Use insights from the Canadian Pharmacists Association on workforce wellness to guide changes.
Tip #8: Remove Friction With Workflow Tools And Use SOPs
Technology and streamlined processes reduce stress and create a better patient and employee experience.
Regularly review your workflow to identify unnecessary steps or outdated practices. Introducing automation or updating software can free staff to focus on clinical services and patient interactions.
These improvements may also help prevent errors and improve overall satisfaction for both staff and customers.
- Optimize pharmacy management system queues.
- Implement e-prescribing, automated inventory, and appointment scheduling.
- Use standardized templates to simplify documentation.
Tip #9: Create A Surge Playbook For Sick Days And Campaigns
Unexpected absences and seasonal campaigns can strain even the best teams. Planning ahead ensures that patient care continues without disruption.
A surge playbook outlines how to respond to sudden staffing gaps and provides everyone with clear next steps. Having pre-vetted contacts and established protocols gives managers confidence when quick action is required.
- Maintain an internal float list.
- Pre-vet external contacts and have rate cards ready.
- Establish same-day escalation protocols.
Tip #10: Track A Few KPIs And Tune Monthly
Regularly measuring staffing performance helps you identify trends and make data-driven decisions.
Key performance indicators (KPIs) reveal where resources are stretched and where efficiency can be improved. Sharing these results with your team promotes transparency and encourages collective problem-solving.
Monthly reviews allow you to fine-tune your approach and maintain a high level of service.
- Monitor wait times, overtime hours, and near-misses.
- Track vaccination throughput, training completions, and service counts.
- Review staff turnover and adjust staffing templates as needed.
Stronger Teams, Stronger Care: Put These Pharmacy Staffing Tips Into Action
Building and maintaining a strong pharmacy team requires intention, structure, and commitment.
By applying these ten pharmacy staffing best practices, owners can create a workforce that is motivated, well-supported, and patient-focused. The payoff is clear: better community care, smoother operations, and sustainable business growth.
At PharmaChoice Canada, we are here to help independent pharmacy owners strengthen their staffing practices with the right tools, resources, and support.
Put these best practices into action and partner with PharmaChoice Canada to build a pharmacy team that serves your community with trust, care, and confidence.
