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McDonalds Pharmacy serving the community for over 80 years

Thinking outside the square has led to some of the world’s greatest inventions. Applying the same philosophy to McDonalds Pharmacy in Casino has helped the business keep up with the times – and achieve a milestone of 80 plus years of service to the community, according to owner John Black.

“If you can reinvent the wheel, you should reinvent the wheel,” he said.

The innovative approach has proved popular with customers and it also helped the business win a 2008 Northern Star Casino Business of the Year Award [for retail businesses with five or more employees] and be named a finalist in the prestigious NSW Business Chamber’s Annual Awards for 2008.

The Pharmacy’s best known and longest serving owner was founder John T H McDonald, who came from Grafton and bought the business Crisfords Pharmacy in 1928. In the 1950s he was joined by his son Keith and continued to be associated with the pharmacy until retiring in 1984.

Mr Black bought the business in December 1986 continuing a family Walker Street business tradition that began in 1947 when his father Jack and Uncle George worked at their uncles Marble Bar Café.

In July 1997 after 69 years at 93 Walker Street, Mr Black relocated McDonalds Pharmacy to much larger premises in what was previously the Marble Bar Café at 83 Walker Street.

Considering that this was the building Mr Black called home for 18 years, it was fate that the new store would have a family friendly feel.

“I used to serve milkshakes here, now I provide medicines,” he said.

Instead of the Marble Bar Café’s milkshakes, customers can instead access weight-loss programs – a shift which Mr Black said was a reaction to the worsening obesity epidemic and the Federal Government’s focus on disease prevention instead of disease treatment.

“The Doctor shortage in Casino has put pressure on the pharmacies because patients want “instant advice” rather than waiting for a Doctor’s appointment,” he said.

“Our advice can range from – you need to see a Doctor or to try this but come back in a few days to see how it’s going or even to take nothing at all.”

While pharmacists are renowned for their methodical and calculated approach, being “face to face” with customers at the café taught Mr Black that making customers happy during their visit was often as important as providing product.

The happiness of customers is especially important when it comes to health, according to Mr Black.

“We sell gifts, perfume and cosmetics in our pharmacy, and while these may not be perceived as health products, if someone looks good, or smells good or receives a gift they feel good and this benefits their health,” he said.

“To help make you feel at home we also now have a coffee machine, two big red couches, television screens and a baby change room where mother can change and feed baby privately.”

However the relaxed atmosphere in the store doesn’t translate to the dispensary where medications are a serious business.

“A quarter of the population don’t administer their medications properly so we recommend patients try the easy-to-use Webster packs which significantly improves medication compliance,” Mr Black said.

The pharmacy joined AMCAL in 2005; a move which Mr Black said allowed the pharmacy access to better-priced products, superior marketing and an Australia-wide network of 350 other AMCAL pharmacies where customers can use their AMCAL Reward Loyalty Card to receive benefits.

Mr Black said there had been great resistance to the use of natural products within health circles, but these sentiments were changing dramatically. Two Southern Cross University Naturopathy graduates maintain an extensive natural products range in the pharmacy and can answer customer questions on natural health options expertly.

Mr Black is very proud of his team at McDonalds Pharmacy and is confident that “we will continue to try to exceed our customers’ expectations every day because it is this customer service excellence that makes the business what it is”.

"We would like to sincerely thank the customers for their loyalty and trust they have shown with their health and beauty needs during the past 80 odd years and he looks forward to celebrating the McDonalds Pharmacy Centenary in 2028.

The wonderful community support for McDonalds Pharmacy has allowed Mr Black to gratefully reciprocate via sponsorship and donations to numerous schools, P&Cs, charities and more specifically to the Cougars Rugby League “A” Grade team, the Casino Cavaliers Cricket Club, the Casino Bulls Rugby Club and the Casino Golf Club.

Mr Black is certain that there will be future challenges in pharmacy but is confident that “we will try to improve our offer every day because the pharmacy John McDonald had in 1928 is vastly different to the McDonalds Amcal Pharmacy of 2010 because of the evolution of society, technology and medicine”.

Mr Black said he had never changed the name of the pharmacy when he bought the business in 1986 because McDonalds Pharmacy was a long-established and successful brand and he wanted that tradition to continue. It appears his wish came true.