Complete Care Pharmacy: A model of modern healthcare and transforming patient care through Innovation

Since acquiring Complete Care Pharmacy in 2019, owners Kristina Fox, Julie Sorrentino, Monique Licht, and Damian Scott have worked to redefine community pharmacy by addressing local healthcare gaps and enhancing patient outcomes.

Kristina is proud of the pharmacy’s nomination for the 2025 Guild Pharmacy of the Year, saying, “We’re absolutely thrilled to be nominated. It’s a real testament to the hard work our team has put in over the years to build something truly special here. To be recognised for the impact we’re making in our community is both amazing and rewarding.”

The team has focused on creating a more patient-friendly, efficient environment. Traditional pharmacy models where health consultations are conducted on the shop floor have been replaced with private areas to provide personalised care. “We’ve reimagined the way we operate so that every patient interaction is meaningful,” Kristina explains.

The pharmacy now features specialised areas like triage desks, pharmacist pods, production spaces, and clinic rooms. Pharmacist pods, small rooms connected to dispensing robots, enable private consultations and seamless integration of services like medication dispensing, minor ailment consultations and vaccinations. For longer consultations, the pharmacy has clinic rooms used by allied health professionals, such as diabetes educators.

Technology is central to the pharmacy’s transformation. Complete Care Pharmacy developed a custom digital workflow system called Excipient , which helps the team manage tasks more efficiently and track workloads in real time.

“Excipient has truly transformed the way we operate,” says Damian. “It allows us to streamline patient care by creating digital baskets that can be sent to different workflow areas depending on the patient’s needs. It’s a game-changer for improving efficiency and ensuring timely care.”

The system integrates with the pharmacy’s dispensing platform and sends SMS notifications to patients when prescriptions are ready for pickup.

Complete Care Pharmacy also offers specialised services to meet the evolving needs of the community, including on-site compounding, wound care, men’s health services, IVF support, plant-based medicine consultations and minor ailment care. Kristina highlights the value of working with allied health professionals: “By collaborating with specialists like diabetes educators and nurse practitioners, we can provide more comprehensive care for our patients in a timely manner.”

In addition, the pharmacy partners with a nurse practitioner who is available five days a week and offers after-hours telehealth consultations.

Community engagement is at the heart of Complete Care Pharmacy’s approach. The pharmacy team participates in local events, such as school fundraisers, disability support expos and veteran education sessions. Recognising the growing need for emotional support, they also created a monthly support group for patients who are lonely or grieving. “We want our patients to know they’re not alone,” Monique says. “The support group is a space where they can connect with others and share their experiences.”

The pharmacy is also disability-friendly, offering services like a daily “quiet hour” to support patients with sensory needs. As a registered NDIS provider, Complete Care Pharmacy also offers medication packing, compounding services and more for NDIS participants.

Kristina and her team are passionate about professional development, offering specialised training for staff, including a men’s health pharmacist and a credentialed diabetes educator. “When our team members are trained and confident in their roles, they can provide the best care possible to our patients,” Julie says. The pharmacy also fosters partnerships with local healthcare professionals through regular educational sessions.

With their commitment to innovation, collaboration, and community engagement, Complete Care Pharmacy continues to set new standards for healthcare delivery, ensuring a healthier future for all.

Capital Chemist Charnwood – Leading the way in Accessible, Compassionate, and Innovative Healthcare

Capital Chemist Charnwood is known for going above and beyond in its service to the community. Co-owners Rebecca Richardson and Samantha Kourtis have made it their mission to ensure healthcare is accessible, compassionate, and innovative.

“We want to make healthcare accessible to everyone,” Rebecca said.

“It’s about making sure the community gets the care it deserves over each of our weekly 96 hours of trade. This includes all our specialised services and expanded scope of practice.”

The pharmacy even offers urgent home deliveries, including to palliative care patients. Samantha adds “We know how important it is to be there when people need us most, especially for those in palliative care. It’s our way of showing we truly care about our community.”

Capital Chemist Charnwood takes extra care to make health visits enjoyable for children, offering Charnwood Mascot Fairy stickers and tailored magical experiences in their clinic rooms.

“We want every visit to be a pleasant experience, especially for our younger patients,” says Samantha. “If we can make it fun for them, we know they’ll look forward to coming back.”

The pharmacy is deeply embedded in its community through a range of charitable initiatives. Their primary charity, Karinya House, provides healthcare to women and children in refuge. Capital Chemist Charnwood collaborates with organisations such as Companion House and Percy Begg Street Pantry to assist refugees and at-risk groups, while being one of only three pharmacies in the ACT offering a free medical termination of pregnancy program.

Samantha notes, “It’s about giving the most vulnerable people in our community access to healthcare in a safe place with, no barriers. These partnerships are a vital part of who we are and the values we stand for.”

Their pharmacists are also often out and about giving talks at local schools, universities, and community groups.

“We’re not just a pharmacy; we’re a part of this community,” Samantha adds. “We believe in helping people at every level, whether it’s healthcare or just offering a safe space for connection.”

Capital Chemist Charnwood also leads in professional healthcare services, particularly for patients with lymphoedema, diabetes, and sleep apnoea. Samantha, a trained lymphoedema specialist, leads the pharmacy’s compression and wound care clinic, working with pelvic physiotherapists and clinics like NOKA to improve women’s health outcomes. “We’re proud to provide care that can really make a difference in people’s lives,” Samantha says. “Our goal is to ensure patients receive the best care for their individual needs, in collaboration with their entire care team.”

Rebecca, a credentialed diabetes educator, oversees the pharmacy’s weekly diabetes clinic consultations, helping patients manage their condition with education and the necessary supplies. “Diabetes care isn’t just about providing medication,” Rebecca adds. “It’s about education and empowerment. We want to help patients understand their condition and give them the tools to manage it effectively.”

Capital Chemist Charnwood places a strong focus on harm minimisation, running an opioid replacement therapy (ORT) program for over 50 clients, as well as promoting mental health support and smoking cessation services. They also offer a clinic for long-acting injectable buprenorphine, free sharps disposal and naloxone, ensuring that patients have access to the resources they need to make healthier choices. “Our ORT program is a vital part of our harm minimisation efforts, and we’re proud to support people who need it most,” Samantha says.

Recently, the pharmacy completed a major renovation, introducing a Meditech robot, electronic shelf labels, and upgraded clinic rooms, which will enhance both efficiency and patient care. “Investing in technology is key to improving our service and keeping things running smoothly,” Samantha explains. “It allows us to deliver more personalised, efficient healthcare.”

With a diverse team of over 60 staff members, including 19 pharmacists, Capital Chemist Charnwood thrives on teamwork, training, and empowerment. Monthly one-on-one meetings and strengths-based training help staff reach their full potential.

“Our team is everything,” Samantha says. “We invest in their growth, and that ultimately benefits our patients and our community.” Rebecca adds, “Our staff’s passion and dedication are what make this pharmacy so special. They’re truly the heart of everything we do.”

Leading the Way in Integrated Healthcare: Warnbro Pharmacy’s commitment to holistic community care and innovative healthcare solutions

Warnbro Pharmacy, under the leadership of Brett Lukatelich, Aaron Sangalli, and David D'Orazio, has transformed from a traditional pharmacy into a comprehensive healthcare hub for the local community. Recognising the evolving healthcare needs of the area, Brett and his team have focused on offering a wider scope of services in collaboration with physicians and allied health professionals.

“We realised early on that we had to evolve to serve our community better,” Brett explains. “By shifting our focus toward healthcare, we’re not just selling products – we’re improving lives.”

The pharmacy’s mission is clear: to be a central hub for healthcare services that benefits both patients and healthcare professionals alike.

Community engagement is a key element of Warnbro Pharmacy’s success. Instead of waiting for patients to come to them, Brett and his team proactively engage with local healthcare providers.

“We went out to the healthcare professionals already seeing the patients,” he says. “By building relationships with GPs and specialists, we can better understand their needs and offer services that support them and their patients.”

The pharmacy’s efforts include personal visits to nearly every GP practice within a 30-minute radius, providing services like sleep apnoea screenings, Webster pack management, and more. They also collaborate with respiratory physicians and aged care facilities to offer medical oxygen services, as well as offering influenza vaccination programs for businesses all over Perth.

Innovation is central to the pharmacy’s identity, and one area of focus is podiatry. The pharmacy’s Medicare-registered podiatrists offer services such as shockwave therapy, 3D orthotic scanning, and minor surgeries.

“If we’re going to offer a service, it must be the best of its kind,” Brett says. “We’ve invested heavily in training and technology to ensure we provide the highest standard of care.”

Warnbro Pharmacy is also known for its sleep apnoea clinic, Rockingham CPAP, which has grown to be regionally recognised as a leader in the space. “Our sleep clinic is critical to what we do, and it’s grown into a leading service in Western Australia,” Brett explains. “We’re constantly looking for ways to improve and stay on the cutting edge.”

Expanding into oxygen services, Warnbro Pharmacy became the sole Western Australian distributor of medical oxygen for CoreGas, providing both oxygen gas and concentrators, along with performing six-minute walk tests for physicians. “Adding oxygen services was a natural next step for us,” Brett says.

Warnbro Pharmacy’s commitment to service extends to mobility and disability support. As an NDIS-registered provider, the pharmacy collaborates with occupational therapists (OTs) and physiotherapists to expand its mobility aids and assistive technology offerings. Warnbro Pharmacy’s mobility offering has now developed into — Rockingham Kwinana Mobility and Rehabilitation Supplies (RKMRS) — and expanded into two dedicated showrooms and a nearby warehouse just minutes from the pharmacy. The pharmacy offers everything from scooters to medical beds. Additionally, a dedicated workshop provides servicing for this equipment, supporting not only individuals but also local businesses such as the local council.

“Our mobility and disability services are a vital part of what we offer,” Brett explains. Aaron Sangalli, co-owner, adds, “We’re committed to providing individuals with the right equipment, ensuring they live independently and with dignity. This is a vital part of our healthcare approach, and we’re proud to support our patients in this way.”

Aaron continues, “We realised that the services we provide don’t just impact the individual but also contribute to the broader health of the community. Helping people stay mobile and independent is something we take great pride in.”

Another important aspect of the pharmacy’s approach is harm minimisation. “Our goal is to catch potential health issues before they become serious problems,” Brett explains. They invest in screening programs and focus on educating the community about proactive health management, offering educational resources and fostering strong communication with healthcare professionals.

Warnbro Pharmacy’s commitment to harm minimisation is also reflected in its collaboration with healthcare providers. “We’re focused on early detection and prevention,” Brett says. “Through tools like HealthLink, we ensure patients receive coordinated care and timely interventions.”

“We’re excited about the future and committed to making a positive impact on the lives of the people we serve,” Brett concludes.

Warnbro Pharmacy’s journey is a testament to innovation, collaboration, and a dedication to improving community health, positioning the pharmacy as a key healthcare resource for the Warnbro community.

Transforming Rural Healthcare: Pharmacy Help Karratha’s vision for accessible, culturally competent care

Pharmacy Help Karratha, led by owners Laura Stewart and Ben Teo, stands out in one of Australia’s most remote regions. A town dominated by the mining sector, Karratha experiences fluctuating economic cycles and welcomes a large FIFO (fly-in, fly-out) population. This creates unique challenges, which the pharmacy has overcome by embracing innovation and a strong commitment to improving healthcare outcomes for the local community.

One of the major challenges Pharmacy Help Karratha faces is recruiting and retaining staff in a rural setting. To address this, the pharmacy has implemented a series of innovative strategies and initiatives.

The pharmacy has addressed housing challenges by building workforce housing. “We offer competitive pay, educational incentives, and housing solutions to retain our staff,” Laura says. Ben emphasises, “Our team is everything. Ensuring they are well-supported helps us provide exceptional care.”

Recruiting and retaining pharmacists in a rural area is challenging, but Pharmacy Help Karratha has addressed this through its Rural Student Placement Program. “We’ve partnered with universities to offer rural-specific professional development,” Laura says. “This program has transformed our ability to attract top-tier talent.” Ben adds,” “We’ve also supported our early career pharmacists to develop and grow a unique social media presence to really capture and showcase the benefits of rural pharmacy careers to the next generation.” “By showcasing the rural experience and providing support, we’ve built a strong team in one of Australia’s most remote destinations” says Laura

“We wanted to create something special for the children in our community,” says Laura, referring to the pharmacy’s “Little Scientists” holiday program. The initiative introduces local kids to chemistry through hands-on activities, fostering curiosity and educational engagement. “It’s been really rewarding to connect with local families in this way,” she adds.

The pharmacy is deeply engaged with the local Indigenous community. “Sponsoring Aboriginal community events is a great way for us to show our support and build connections with community members” says Laura. “We’re committed to providing culturally competent care and supporting initiatives like Close the Gap to help bridge health disparities.” Ben adds, “

Pharmacy Help Karratha’s Health Focus Calendar raises awareness on critical health topics like Heart Health, Men’s Health, and Asthma Management. “We wanted to ensure key health issues are highlighted to help raise awareness,” says Laura. Ben agrees, “It’s important for us to align with government health initiatives and provide resources to the community.”

A standout innovation is the Sleep Apnoea Clinic, launched in 2007. “We recognised the need for this service early on, and now we’re the only pharmacy within a 250km radius offering sleep apnoea diagnostics and therapy,” Laura explains. “It’s been a game-changer for the community.” Ben adds, “This service has saved patients from having to travel to Perth and improved their health outcomes.”

The pharmacy has also worked with Mawarnkarra Health Service since 2010 to improve Indigenous healthcare. “Our pharmacists have completed specialised training to work in Indigenous healthcare settings,” says Laura. “Working in collaboration with the team at Mawarnkarra has really allowed us to achieve our goal of delivering high quality, culturally appropriate pharmacy services to remote communities” she adds. Ben continues, “We offer services like Medication Management Reviews, working alongside Aboriginal health workers, to help close the health gap.” “It’s incredibly rewarding to provide culturally appropriate care with these partnerships.”

Technology plays a significant role at Pharmacy Help Pharmacy. “We were the first in Australia to install a dual-tenancy robot for our RAAHS program,” Laura explains. “It reduces dispensary time and allows us to focus on patient care.” Ben adds, “Technology streamlines our services, allowing us to provide more meaningful interactions with patients.”

Mental health support is a growing focus, with a mental health and suicide prevention service set to launch this year. “Our remoteness has often led to gaps in service in the mental health and suicide support space” says Laura. “We’re working with local mental health clinicians and co-designing the service with universities to offer telehealth options and in-pharmacy interventions.” Ben agrees, “We’re committed to offering accessible mental health resources to those who need them.”

Through professional innovation, community engagement, and a dedication to quality care, Pharmacy Help Karratha has set the bar high for rural healthcare. “We’ve built a pharmacy that actively improves the health and wellbeing of everyone who walks through our doors,” says Laura. Ben concludes, “Our goal is to make healthcare personal, accessible, and impactful. We’re proud of our achievements and excited for the future.”

Berridale Pharmacy – A cornerstone of Rural Healthcare and Community Wellbeing

Berridale Pharmacy in the New South Wales, Snowy Mountains plays an important role in the health of its small community of around 1,300 residents and to the surrounding district.

In a town with limited healthcare options, featuring only a small GP clinic and no supermarket;, Berridale Pharmacy serves as a vital hub for essential services. It’s a trusted resource, bridging the gap in healthcare access and ensuring that residents, especially those in geographically isolated areas, can receive the care they need.

Freya, the pharmacy’s owner, explains, "We’ve always aimed to be a trusted partner for the people of Berridale and the surrounding regions. Whether it’s offering essential medications or providing health education, we’re here to make healthcare more accessible."

To ensure the most remote patients receive timely care, the pharmacy offers a delivery service that spans a 45km radius, ensuring no one travels long distances for their medication.

Berridale Pharmacy is deeply committed to the community, actively hosting local health events and collaborating with schools and organisations to raise awareness about important health issues. Their initiatives include speaking at local schools and offering diabetes education programs at nearby daycares, which help build lasting relationships and foster trust with residents. Furthermore, the pharmacy supports local sporting clubs and charities while also regularly welcoming work experience students from various health disciplines.

The pharmacy is recognised for its innovation in rural healthcare, offering specialised services that are rare in such remote areas. With a team that includes a Credentialled Diabetes Educator, an Asthma Educator, and a pharmacist studying Western Herbal Medicine, Berridale Pharmacy provides services that cater to the community’s unique needs.

“We’re proud of the services we offer, from diabetes education to sleep apnoea clinics,” Freya said.

"In a region where healthcare access can be limited, it’s important we bring these services right here to Berridale - saving people the long trips to larger cities for care."

Before the pharmacy introduced its sleep apnoea clinic, patients had to travel over four hours to access similar care. The clinic’s success has been a game-changer, with both patients and local GPs praising the local solution.

In addition to diabetes education and sleep apnoea services, the pharmacy offers vaccinations, Medschecks, and home medication reviews. The pharmacy works closely with other health professionals, including a podiatrist and physiotherapist, to provide comprehensive patient care.

“We’re proud of our collaborative approach to patient care,” says Freya. “By working closely with other health professionals, we can ensure that every aspect of a patient’s health is addressed.”

Berridale Pharmacy is an independent business that faces unique challenges but meets them with a focus on sustainability, efficiency, and growth. The pharmacy recently expanded, adding two consultation rooms rented to other health professionals. This investment not only increased revenue but also enabled the pharmacy to offer even more services to the local community.

“We’re constantly looking for ways to expand our services and improve efficiency,” Freya explains.

“Our investment in consultation rooms and partnerships with other health professionals allows us to continue offering new services that meet the needs of our growing community.”

Another key aspect of the pharmacy’s work is its dedication to harm minimisation. Berridale Pharmacy is the sole provider of a Needle Syringe Program and Sharps container collection service in the area, helping reduce the risk of blood-borne infections. The pharmacy also participates in the Take Home Naloxone program, providing life-saving resources to individuals at risk of opioid overdose.