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President's Message
It is with great pleasure that the Pharmacy Guild of Australia WA Branch presents this special edition of Guild News, dedicated to Pharmacy WA Forum 2025. Since its inception in 2009, the Forum has grown to become the premier annual event for Western Australia’s community pharmacy sector, bringing together pharmacists, owners, industry leaders, and policymakers to share insight, spark innovation, and shape the future of pharmacy practice.
Where Insight Meets Action
Our theme this year reflects the WA Branch’s desire to provide delegates with not only information, but pathways and solutions which you can translate into meaningful outcomes in your pharmacy. This is a vital step in the ongoing transformation that will see Western Australians gain lasting access to a wider range of primary healthcare services delivered through their local community pharmacy.
This year’s Forum program boasts an incredible lineup of keynote speakers. These speakers are ready to share insights, strategies and tools to drive progress in your own pharmacy, across our sector and, importantly, to our patients. Our popular breakout sessions return in 2025, providing delegates access to a host of expertled discussions across a wide range of topics and interests.
Towards 2035
The Pharmacy Guild of Australia’s recently released Towards 2035 Strategic Plan sets a clear vision for the future of community pharmacy, one built on extensive consultation with members across the country. You can find more about the Towards 2035 Strategic plan on the Guild’s dedicated webpage.
This year’s Pharmacy WA Forum provides a valuable opportunity to hear directly from Guild National President Trent Twomey and Vice President Anthony Tassone, as they present the key priorities, focus areas, and outcomes of Towards 2035. Their session will offer critical insight into how the Guild is advocating nationally, and how the WA Branch is aligning its efforts to ensure our state’s pharmacists are supported to
thrive well into the future.
8CPA: One Year On
This year’s Forum takes place just over a year since the introduction of the Eighth Community Pharmacy Agreement (8CPA). The agreement has provided greater certainty and renewed investment in the sector.
Reflecting this momentum, several breakout sessions at the Forum will explore how pharmacies can optimise their operations and adapt business models to align with the opportunities created under the 8CPA.
Guild Elections
This year’s Forum marks the first since the 2024 Branch Committee elections. I’m honoured to have been re-elected as President for what will be my final term in the role. I’d also like to warmly welcome our new Committee members, Gavin McKay and Angela Boyatzis, and acknowledge those who have recommitted for another fouryear term.
The WA Branch Committee plays a vital role in delivering practical, meaningful outcomes for members. While you’re at the Forum, I encourage you to connect with Committee members. We’re here to listen, represent your interests, and ensure the Guild continues to support you where it matters most.
Your Guild Branch in Action
The WA Branch remains committed to creating meaningful opportunities and delivering ongoing support for our members. This year, our dedicated team has continued to engage with members through a wide range of activities.
Our staff have conducted workshops, visited pharmacies across the state, and responded to thousands of calls and emails covering everything from Industrial Relations and QCPP to the ever-evolving regulatory landscape. We also work hard to keep members informed through regular Alerts and updates across our various social media platforms.
Many of our WA Branch staff are also sharing their expertise as presenters in Pharmacy WA Forum Breakout sessions, showcasing the depth of knowledge within our team.
I would like to thank all our members for their continued support, active engagement, and participation. I encourage you to make the most of your membership by connecting with the Branch and accessing the full range of resources and services available to you.
I look forward to seeing you at the Pharmacy WA Forum 2025.
ANDREW NGEOW WA Branch President
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Through our extensive national distribution network, we deliver prescription, front-of-shop and over-the-counter products to around 3,500 pharmacy customers. We also offer comprehensive 3PL solutions for customers in the pharmaceutical, medical consumables and fast-moving consumer goods sectors. Additionally, we provide leading dose administration aid solutions and related services through MPS Connect.
From the Director's Desk
I open this year’s update with the adage: “The more things change, the more they stay the same.” It feels particularly fitting as we reflect on a year that has brought both new challenges and familiar opportunities for community pharmacy.
While the issues we face may evolve, one thing remains constant: the vital role of a strong, effective representative organisation. On behalf of the WA Branch, I thank all our members for your continued support and involvement over the past twelve months.
Celebrating Member Excellence
We were delighted to see Pharmacy Help Karratha and Warnbro Pharmacy named as finalists in the 2025 Guild Pharmacy of the Year Awards, which recognise innovation, patient care and community engagement.
Warnbro Pharmacy went on to win the national Excellence in Business Management award - an outstanding achievement and a proud moment for WA.
State and Federal Election Outcomes
Since the last Pharmacy WA Forum, both the WA and Federal parliaments have gone to the polls. While every election brings change, 2025 brought a particularly notable degree of unpredictability.
The return of majority governments in both jurisdictions has provided some welcome continuity, particularly in ministerial portfolios and ongoing healthcare programs.
Here in WA, we welcome The Hon. Meredith Hammat MLA as the new Minister for Health and Mental Health. We are pleased she will open this year’s Forum and look forward to continuing our engagement throughout her term.
The State Government has also divided the health portfolio across five ministries, adding focus on aged care, preventative health, medical
research, and infrastructure - each with implications for community pharmacy. The WA Branch has already commenced proactive engagement with all five ministers and their teams.
Advocacy in Action
1. Vaping – a swift local response
In response to the Commonwealth’s Schedule 3 reclassification of nicotine vapes, the WA Branch acted quickly to raise member concerns and advocate for patient safety. We worked closely with the State Government, who subsequently introduced WA-specific regulations to maintain prescriptiononly access. This was a significant outcome for pharmacists and patients.
2. A case for continuing the Free Flu Program
More than 550 WA pharmacies participated in the 2025 free influenza vaccination program, collectively administering over 350,000 vaccinations. Community pharmacy remains the most accessible vaccination provider, and patients are voting with their feet.
Disappointingly, the program was not included in the 2025–26 State Budget. We remain in active discussions with government to highlight its value and push for its continuation.
3. Championing pharmacy with government
We continue to work hard behind the scenes to elevate the profile of community pharmacy among MPs. Over the past year, we’ve coordinated dozens of in-pharmacy visits with both new and returning members of parliament, focused on programs like UTI treatment and free flu vaccinations.
These visits make a real impact and we thank all the members who hosted them. Your voice and presence are our strongest advocacy tools, and we’ll continue to provide opportunities for engagement in the year ahead.
See
You at the Forum
Finally, I’d like to thank the sponsors, speakers and delegates who make the Pharmacy WA Forum possible. This event continues to grow each year, which reinforces the value it delivers to our members and the sector.
Myself, the WA Branch Committee, and our WA Branch team will be onsite across the two days. Please come and say hello - we’re here to support you.
ANTHONY MCANUFF WA Branch Director
7-8 AUGUST - CROWN PERTH
Don't Miss These Inspiring Key-note speakers!
As a renowned authority in Service Leadership and Customer Service, she knows what it takes to turn teams into service legends. Monique brings energy, impact, and real-world strategies that change the way leaders lead and teams serve.
Julia Ewert's keynote “Negotiate Like an FBI Agent” will be tailored specifically to pharmacists, focusing on applying high-impact communication and negotiation strategies within your pharmacy.
Justin Kabbani is one of Australia’s foremost voices in applied AI, known for his radically practical and deeply human approach to AI mastery. Delivering both a key-note and practical workshop, his sessions will explore how to harness AI to drive business growth while also addressing the critical area of cyber security.
Monique Richardson AUTHOR & SERVICE LEADERSHIP EXPERT
Julia Ewert NEGOTIATION EXPERT
Justin Kabbani AI TRAINER & SPEAKER
Day One
8:30AM REGISTRATION
8:30AM DISPLAY OPENS (ARRIVAL COFFEE)
8.45AM OFFICIAL OPENING ADDRESS BY WA HEALTH MINISTER - The Hon. Meredith Hammat BA MIR MLA
The Hon. Meredith Hammat is Western Australia’s new Minister for Health and Mental Health. With a strong background in policy and workforce advocacy, Minister Hammat brings a strong background in workforce and community advocacy. Hear her perspective on the future of primary care and the vital role community pharmacy will play in delivering accessible, sustainable healthcare across WA.
9.20AM YOUR INSPIRATION: THEY SERVE LIKE WE LEAD – Monique Richardson
Exceptional customer experiences start with leadership. In this keynote, Monique Richardson explores how a leader’s mindset directly shapes service culture, team engagement, and customer loyalty. Learn how to become a true service leader who inspires, empowers, and drives results through a customer-centric approach.
10.20AM MORNING TEA
11.00AM YOUR GUILD UPDATE - Trent Twomey & Anthony Tassone
Stay informed with the latest developments from the Pharmacy Guild of Australia. This session will provide key insights into current priorities and national advocacy efforts, and the evolving landscape of community pharmacy.
12.00PM LUNCH
1.00PM THE FUTURE OF PHARMACY PRACTICE IN
Join our expert panel for a forward-looking discussion on the evolution of community pharmacy in Western Australia. From changes to QCPP and clinical governance, to the implications of the Commonwealth Government’s Women’s Health Package and national reform agendas, this session will explore what’s shaping the next era of pharmacy practice and how pharmacies can prepare to deliver expanded, integrated healthcare services in their communities.
1.50PM PATIENT SERVICES AND INNOVATION: LESSONS FROM AWARD-WINNING MEMBERS
Join us for an inspiring plenary panel showcasing award-winning Guild members who exemplify excellence in pharmacy practice. Through real-world case studies and personal reflections, panellists will share the key decisions, innovations, and learnings that have shaped their journeys, offering practical insights for every pharmacy owner and leader.
2.35PM AFTERNOON TEA
3.20PM STRENGTHENING THE PHARMACY
Join key stakeholders to explore how greater collaboration across government, wholesalers and pharmacy can improve medicine supply and distribution.
3.50 PM AI IN PHARMACY: MINDSET, TOOLS & IMMEDIATE IMPACT – Justin Kabbani
This high-energy keynote will shift how you think about AI and its relevance in pharmacy. Discover three powerful insights that will reshape your mindset, learn practical ChatGPT techniques you can apply instantly, and explore three AI tools designed to help you grow your pharmacy business - starting today.
5.00PM - 7.00PM NEON FUTURES: THE FORUM COCKTAIL EVENT
Step into Neon Futures, the signature social event of the Pharmacy WA Forum. This event blends futuristic style, immersive entertainment, and locally inspired food and drinks in a sleek, neon-lit setting.
WA - Trent Twomey, Anthony Tassone, Cate Whalan, Amanda Seeto, Nat Willis
SUPPLY CHAIN - Andrew Crawley, Renee Watson, Kevin Tymensen
Day Two
8:40AM
9.00AM
9.10AM NEGOTIATE LIKE AN FBI AGENT: NEGOTIATION SKILLS FOR SUPERCHARGED LEADERSHIP - Julia Ewert
Discover the high-performance negotiation techniques used by FBI professionals, adapted for pharmacy leaders. In this energising keynote, Julia Ewert shares actionable strategies to help you lead with influence, navigate difficult conversations, and drive results with confidence.
MANAGEMENT
BALLROOM 3A
Beyond the Breaking Point: How to manage workplace conflict, terminations, and industrial relations issues with confidence, ensuring you’re acting fairly, legally, and decisively when it matters most. Kate Hall
& FINANCE
BALLROOM 3B
Strategic Succession Planning for Sustainable Business Growth: This session outlines a clear framework to plan ahead, avoid common pitfalls, and use ensure long-term stability for your pharmacy business. Chris Swifte, Priya Narsing
BALLROOM 1 & 2 CLINICAL CROWN BALLROOM 3C
Clinical Governance in Pharmacy: Understand how the expanding scope of pharmacy practice affects clinical governance and QCPP requirements. Natalie Willis
Maximising Injectable Services: This session explores how pharmacies can optimise their vaccination services, covering the full scope of pharmacistadministered vaccines, patient eligibility, and best practices. Anna Geha, Melissa Benson
The Pharmacy Ecosytem: this session explores the evolving ecosystem pharmacies are part of—from digital tools and data, to workforce, compliance, and patient expectations. Learn how to harness these interconnected elements to create a more efficient, future-ready pharmacy. Simon Carroll
Breaking the Burnout Cycle: Gain practical strategies to combat burnout and build resilience in pharmacy practice. Vanesse Cronje
Cybersecurity: Protecting Your Patients, Your Business, and Your Reputation This session highlights real-world cybersecurity breaches in healthcare, the biggest threats to pharmacy businesses and practical steps pharmacy owners and staff can take to safeguard their operations. Rube Sayed
The Pharmacy of Tomorrow: Empowering better consults, smarter services, and stronger patient outcomes. Dung Truong
AI in action: Join Justin Kabbani for a practical, interactive workshop where you’ll apply AI tools to your pharmacy business. Bring your laptop and work through real-world exercises to streamline operations and drive growth with AI techniques you can use immediately. Justin Kabbani
Look before you leap! Mitigating risks in your pharmacy. This panel session brings together experienced voices to explore the practical risks pharmacy owners and managers should consider, from clinical governance and legal compliance to operational readiness. Kate Hall, Richard Smirk, Celia Sansom, Natalie Willis
Exploring Complementary Medicines for Healthy Ageing: Explore evidencebased therapies, common practices, and how pharmacists can integrate complementary options into patient care to support wellness and longevity. Victoria Caswell
2.00 PM Building Your Future: A LEGO® Serious Play® Interactive Session - Facilitated by Matt Wilson
Take a moment to step back, reflect, and get excited about what’s next. In this practical, energising and hands-on session, you’ll integrate what you’ve learned over the past two days and start planning how to apply it to your work and business. This session uses SUPERCONNECT®, a science-backed approach based on LEGO® Serious Play®, a methodology developed by The LEGO® Group and leading European business professors.
Connecting communities to care since 1845
YOUR GUIDE TO THE PHARMACY WA FORUM 2025
The Pharmacy WA Forum 2025 is just around the corner, and this year promises to be our most engaging and informative event yet. Set for August 7th-8th at Crown Perth, the Forum is packed with opportunities.
Here’s how you can make the most out of your two-day experience and some key highlights you won’t want to miss.
PLAN YOUR AGENDA
With a full schedule of keynote presentations, breakout sessions, and networking events, planning ahead is crucial. Review the Forum’s agenda and identify the sessions most relevant to your interests and professional needs.
ENGAGE WITH KEYNOTE SPEAKERS
This year's lineup of keynote speakers is truly exceptional, featuring WA Minister for Health, The Hon. Meredith Hammat MLA, Service Leadership expert Monique Richardson, AI expert Justin Kabbani and Sales and Negotiation expert Julia Ewert. Each speaker brings a wealth of experience and actionable insights.
TAILOR YOUR EXPERIENCE
Whether you're keen to explore new technologies, learn about investment strategies, or stay updated on clinical practices, the Forum has something for everyone. Our popular breakout streams return, offering expertled sessions across diverse topics, including:
- Pharmacy Management: Navigate workplace conflict, discover a pharmacy eco-system solution and break the burnout cycle with practical strategies that build resilience.
- Technology & Finance: Learn strategies to ensure long-term stability, protect your business from cyber
threats and learn how MedAdvisor is helping support the pharmacy of tomorrow.
- Future-Forward: Hear how expanding scope will impact clinical governance, get hands-on with an interactive AI workshop and hear from experienced voices to explore the practical risks
- Clinical: Explore how pharmacies can optimise vaccination services and learn how pharmacists can integrate complementary medicine into patient care.
MEET THE TEAM
The Forum is a perfect opportunity to catch up with the WA Branch Business Support team, who will be available throughout the two-day event. You can find them at the Guild lounge area, ready to provide advice and support.
NETWORK WITH PEERS
The Forum is an excellent opportunity to connect with your peers and industry leaders. Engage in discussions during breaks, attend the cocktail event, and make use of the trade exhibition to meet contacts and suppliers from across the industry.
VISIT THE TRADE EXHIBITION
Why not start the day with a complimentary coffee from the Barista carts, courtesy of Wizard Pharmacy! Once fuelled up explore the trade exhibition, where you can meet with
Monique Richardson
Trent Twomey
Justin Kabbani
leading suppliers and discover the latest products and services.
UTILISE YOUR DELEGATE HANDBOOK
Each delegate will receive a delegate handbook, which we encourage everyone to use to document key takeaways from each session. This resource will help you consolidate what you’ve learnt and provide a reference for implementing new ideas in your pharmacy.
EARN CPD CREDITS
By attending The Pharmacy WA Forum 2025, delegates are eligible to record up to 9 unaccredited Group 1 CPD credits. Full details on claiming Group 2 CPD credits will be available on the Forum website under the CPD tab.
TAKEAWAYS
Be prepared to leave the Forum with fresh ideas, renewed motivation, and a host of practical tools and strategies for you to apply in your business.
We look forward to seeing you there!
The Hon. Meredith Hammat MLA Minister for Health; Minister for Mental Health
The Hon. Sabine Winton MLA Minister for Education; Early Childhood; Preventative Health; Wheatbelt
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DIFFICULT CLIENTS OR DIFFICULT DYNAMICS?
by Julia Ewert
Let’s Talk About the “Difficult” Client. You know the ones:
• Constantly questioning your value
• Pushing back on every step
• Ghosting after committing
• Micro-managing your every move
Easy to label them as the problem. But here’s the twist:
“Difficult clients” are often the product of a poor sales dynamic, not just difficult personalities.
When clients feel confused, unsafe, or out of control in the sales process… they push back, stall, or lash out.
And that’s not just human. It’s fixable.
The FBI Rule: “It’s Not Personal. It’s Predictable.”
In FBI hostage negotiation, we’re trained to assume every tough behaviour is a clue, not an insult. In sales, the same principle applies.
What if your “difficult” client is just:
• Overwhelmed
• Unclear on next steps
• Under pressure internally
• Tired of being sold to by amateurs
Shift from blaming to decoding.
1. High-Trust Strategies for Managing the Toughest Clients
Label the Emotion, Not the Person
“It sounds like there’s still some hesitation around ROI. That’s fair. Can we unpack that?”
2. Ask the “No-Oriented” Question
Instead of “Can we move forward?”, try: “Would it be a bad idea to explore how we could streamline this for you?”
This lowers resistance and reopens dialogue.
3. Use Tactical Empathy
Acknowledge their world before you try to shift it.
“I imagine you’ve had to deal with a lot of noise from other vendors. I don’t want to be more noise. I want to be clarity.”
4. Reset the Frame When Needed
Sometimes, you need to say:
“I sense this process has become more stressful than helpful. Can we pause and realign on what success looks like for you?”
Reminder: You’re Not Here to Be Liked. You’re Here to Create Clarity. And clarity often requires healthy tension. Being firm, fair, and forwardmoving is not rude, it’s leadership. Your Next Move
Pull your sales team together this week and ask:
• Who’s our most difficult client right now?
• What might we have missed in their communication or decision process?
• What’s one powerful question we haven’t asked?
Sometimes, the problem isn’t the client. It’s the conversation we haven’t had yet.
Forum delegates can hear more from Julia on Friday 8th August at 9.10am.
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With once or twice daily dosing1-6*
*Directions – First Day: Initial Dose 2 capsules. Subsequent Days: 1 capsule once or twice daily.^ A working day is typically 8-12 hours.
NEW
NOW AVAILABLE WITHOUT A PRESCRIPTION FOR PAIN RELIEF FROM MUSCLE AND JOINT INJURIES1
Indications: Short-term relief of pain from muscle and joint injuries, and period pain. Before recommending please review the full Product Information available from https://medsinfo.com.au/product-information/document/Celebrex_Relief_PI
^The recommended dose is a loading dose of 400 mg then 200 mg once or twice daily, as required for up to 5 days.
References: 1. CELEBREX RELIEF® (celecoxib) Product Information. 2. Ekman EF et al. Am J Orthop 2002; 31(8):445-451. 3. Petri M et al. J Rheumatol 2004;31(8):1614-1620. 4. Ralha LV et al. Revista Brasileira de Medicina 2008; 65(11):378-387. 5. Bertin P et al. J Int Med Res 2003;31(2):102-112. 6. Cheung R et al. Clin Ther 2007;29:2498–2510.
Administration of vaccines by Pharmacists SASA and the COVID-19 vaccination SASA which have been issued by the CEO of Health, allow suitably trained Western Australian pharmacists to initiate administration of 16 different vaccines to eligible individuals aged 5 years and over.
Administration of injectable medications:
Pharmacists can initiate vaccine administration according to the information provided in the Australian Immunisation Handbook. The Western Australian Immunisation Schedule assists pharmacists in determining whether the vaccine will be funded under the National Immunisation Program (NIP) or a State program, or whether the patient will have to pay privately.
It is within appropriately trained pharmacist scope to administer scheduled and unscheduled injectable medications to patients. The authority to administer a medicine is enabled through Medicines and Poisons Act legislation.
Pharmacists can administer scheduled medication in accordance with a lawful prescription. Unscheduled medications such as Vitamin-B12 injection may also be administered providing the pharmacist has established therapeutic need. This scope furthermore allows pharmacists to support patients by administering the first dose of a new injectable medication to demonstrate correct administration technique thus reducing incidence of errors.
Pharmacists undertaking an injectable service are responsible for ensuring competency in both technical administration and knowledge of the medicine to be injected.
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