Pharmacy Workflow Optimisation: Design Strategies for Maximum Efficiency
Good workflow in a pharmacy looks and feels simple. Patients know where to go. Staff have what they need within arm’s reach. Private conversations happen in the right room, not at the counter. The design choices behind that simplicity are practical and testable. They come from clinical expectations for prescription services, national rules for safe buildings and access, and a few steady habits that keep benches clear and people moving the shortest distance possible. The Therapeutic Goods Administration sets the prescription context that anchors how a pharmacy serves people and keeps records (TGA medicinal cannabis). Public messaging in pharmacies must stay neutral for prescription services, which shapes how signs and wayfinding read inside the store (TGA advertising). Your plans and fitout will also be checked for egress, fire systems and services under the National Construction Code (ABCB – NCC), and your space should welcome people with disability with fair paths and counters (AHRC – Disability Rights).
This guide takes a design‑led view of workflow. It focuses on small‑footprint pharmacies and busy community settings, with practical details you can mark on a floor plan and test during a normal week. The emphasis is on bench order, scanning and pack stations, lighting that reduces errors, shelf layout that cuts searching, and quiet consult rooms that turn around quickly. Where regulation shapes daily flow, we link to public pages for Victoria and South Australia so you can check the details and reflect them in your own plans. For teams moving from sketch to approvals and tender, you can see how drawings and staging connect on our planning overview in commercial services and process.
Why workflow design pays off in community pharmacy
Better layout and clearer routines save time and reduce interruptions. Small improvements in bench set‑up and shelf logic often remove dozens of steps per hour. That shows up in shorter waits, fewer handoffs, and calmer conversations. The national focus on safe clinical communication supports these goals. A room that holds sound and allows a seated conversation supports safer care and clearer decisions (ACSQHC – Communicating for Safety). Well‑lit benches and simple housekeeping habits reduce mistakes and make it easier to check labels and doses, which supports medication safety in daily work (ACSQHC – Medication Safety Standard).
The clinical frame that shapes flow
Prescription services dictate a few non‑negotiables. People need a private room for clinical counselling. A supervised handover at the counter closes the loop. Records and screens must be protected from public view under the privacy rules for personal information (OAIC – Australian Privacy Principles). In short, the plan should lead from entry, to consult, to handover, with the back‑of‑house path kept separate and short. Public signage should be service‑led and plain, which suits the national rules for prescription advertising (TGA advertising).
Core principles of a high‑flow dispensary
Flow is a set of choices you can draw, teach, and measure. The best plans are obvious at a glance. Staff can point to where each step happens, and it is the same every day.
Short paths, clear zones, clean sightlines
Keep the public path short from entry to handover. Patients should not cross internal staff routes.
Place the consult door close to the counter so staff can bring someone to a private room in a few steps.
Maintain a clear view from dispensary benches to the counter and waiting area without exposing secure storage, which supports daily supervision and privacy at the same time.
Standard work at benches
Write one simple sequence for receive, verify, label, pack, check. Use it at all benches so cover staff and new hires can step in quickly.
Keep the sequence in the same left‑to‑right or right‑to‑left order at every bench to prevent reach and backtrack.
Use fixed locations for scanners and printers to avoid swap‑outs that slow the team during peaks.
Visual management and 5S
Label shelves and drawers so the next action is obvious.
Keep the top of the bench clear except for tools that are used every hour. Store everything else within one step of the bench.
Use contrasting bin colours for “awaiting check” and “checked” so there is no confusion, even from a distance.
Small‑footprint strategies that punch above their size
If you are working in under about 90 square metres, every metre walked matters. Good adjacencies and vertical storage make a small plan act big.
Compact adjacencies that cut walking
Put the consult room door within a few steps of the handover counter. The same applies to the main checking bench.
Keep the repeat pick‑up area and returns station behind the benches, not across a public aisle.
Create a staff‑only loop from receiving to safe or storage to benches to handover, with no reason to cross the public path.
Vertical storage and reach ranges
Put high‑use items between mid‑thigh and shoulder height. Reserve lower and higher zones for bulk and rarely used items to reduce bending and stretching (Safe Work Australia – Hazardous manual tasks).
Use wall‑mounted screens and label printers at bench height to free up workspace.
Store cleaners and maintenance gear in a marked cupboard away from clinical areas so it never lands on the bench during busy periods.
Dual‑use micro spaces
Use a fold‑down demo bench inside the consult room for device talks that need a flat surface.
Consider a pocket door with seals for the consult room to save swing space and cut sound spill.
Create a small privacy wing on one side of the handover counter to lower voices without making the area feel closed in.
Bench design that speeds dispensing and reduces errors
Think of the bench as a straight, quiet production line. Each step reduces what comes next.
Bench order: receive, verify, label, pack, check
Keep the steps in a single line so hands move forward, not back. Avoid U‑turns and criss‑crossing with someone else’s work.
Place the “awaiting check” bin at the end of the line so there is no risk of mixing items in progress with items finished.
Keep tall objects away from the check zone to prevent shadows over labels and batch codes.
Scanning, verification and pack stations
Place scanners so you can scan without lifting packs higher than chest height.
Keep the label printer on the opposite side of the dominant hand to avoid crossing over your work.
Use a small, fixed bin for sharps or returned packs within arm’s reach but behind a small lip so it cannot be tipped easily.
Ergonomics and manual tasks
Set bench height so forearms sit roughly parallel to the work surface, which reduces strain during long checking periods (Safe Work Australia – Work environment and facilities).
Keep frequently used items at the top of drawers and keep drawers shallow to avoid digging.
Use foot space under the bench so staff can stand closer without leaning.
Lighting that improves accuracy and calm
Light supports performance. You can feel it in your eyes at the end of a shift. Get the colour and brightness right and checks go faster with fewer mistakes.
Neutral‑white task lighting at checking points
Use neutral white task lighting at benches to make fine text and colour changes clear, which helps reduce misreads (Safe Work Australia – Work environment and facilities).
Position task lights to avoid shadows from your hands. If possible, mount lights so they can be angled without moving the whole fitting.
Even ambient light and anti‑glare choices
Keep general lighting even so people do not move between bright and dim zones as they work.
Avoid glossy benchtops and high‑gloss wall paint near the counter that throw reflections into staff or camera lenses. Faces should be easy to read at the handover counter.
Route lighting and signs you can read at a glance
Place exit signs and emergency lighting where they are clearly visible from the public floor and from the bench side. Draw them on your reflected ceiling plan to align with the building review under the NCC (ABCB – NCC).
Shelf layout that guides staff and patients
Most “where is that?” questions go away with better shelf logic. Every minute not spent searching is another minute for safe checking or a longer chat in the consult room.
Category blocks and repeat locations
Group related items and keep the group in the same place across the year to build staff memory.
Keep the highest‑use categories at eye level behind the bench and near the check zone to reduce steps during peak times.
Keep repeat pick‑up baskets on a labelled rack behind benches, sorted by time or alphabet so the right packet is reached on the first try.
Label clarity and facing rules
Use large, legible shelf labels and face products so names and strengths are readable from the bench.
Keep only one row of the same product at a time in tight spots so there is no double row to search through.
Patient‑facing shelves near handover
Keep a small shelf for service brochures or care items near the counter. Avoid product claims for prescription medicines and stick to plain, service‑led language to align with national rules (TGA advertising).
Digital flow: ePrescribing, queue logic and record handling
Move bytes before you move bodies. A clean digital path makes the physical path shorter.
Electronic scripts, Active Script List and repeats
Set up a clear point of intake for electronic prescriptions and Active Script List so requests are captured without paper shuffling. The national framework supports electronic prescribing that reduces re‑entry and lost scripts (Australian Digital Health Agency – Electronic Prescribing).
Use a visible queue screen for the team so everyone knows what is next. Keep “awaiting check” and “awaiting counselling” visible without clicking through multiple screens.
Queue logic and consult turn‑around
When the consult room is in use, a short, plain sign or a small light outside the door helps staff and patients understand timing without clogging the counter queue.
Keep a simple rule for who moves where when the queue grows. For example, a roving staff member helps with intake and directs patients to the right spot while the checker stays on the bench.
Screen privacy and record security
Angle screens away from public sightlines and fit privacy filters at the counter. This supports duties for protecting personal information (OAIC – Australian Privacy Principles).
Keep physical records and return packs in a cupboard or drawer behind the bench, not on top of the counter.
Roles, handovers and peak‑hour playbooks
People flow matters as much as room flow. Clear roles by hour help during peaks and make handovers short.
Clear job lanes by hour of day
Define the lane for each role during morning and evening peaks. For example: one person on intake and simple queries, one person on checking and labels, one person on handover and pay.
When the rush is over, switch to a tasks‑only mode for restocking and returns so benches are reset for the next wave.
Micro huddles and short handovers
Hold a two‑minute huddle at the start of the day near the bench. Call out known peaks, one small change to test, and any blocked items from yesterday.
Use a single whiteboard or screen section at the bench for “today’s focus” so people do not need a long meeting to catch up.
Zoning and sightlines that feel safe
People should feel safe and seen without feeling watched. Good sightlines let staff supervise the public floor while secure zones remain hidden.
Consult door, counter and staff perch points
Keep the consult room door in staff sight, not around a blind corner. It improves safety and makes it easier to bring a person to the room when needed.
Include a small perch point near the counter where a staff member can stand and still see both the waiting area and the bench. Avoid a deep counter that forces long reach during handover.
Back‑of‑house loops and receiving nooks
Place the receiving area near a staff‑only door. Create a quarantine shelf for delivered stock so it does not land on the bench during peak hours.
Avoid carrying controlled stock across the public path. Use a back route from receiving to storage that is short and supervised. State pages in Victoria and South Australia give the context for custody and records that your internal route should support (Victoria – medicines and poisons regulation; SA Health – Prescribing regulations and requirements).
Measure what matters and improve weekly
Pick a few measures that match your layout and routines. Review them quickly every week and make one small change at a time.
Travel distance, touches, and cycle time
Track the number of steps from bench to shelf to counter for common items. See if a shelf move or a tool relocation cuts those steps.
Measure the time from intake to handover at different parts of the day. Use it to target where a short change removes a bottleneck.
First‑time‑right checks and rework
Count how many items need rework. Find the step where errors start and adjust the set‑up. Simple tweaks like moving a label printer or changing light position can drop errors fast.
When you change something and it works, write it down and add a small label at the bench to lock in the new habit.
Small tests with clear owners
Run one test a week. For example, swap where two categories live for a week and see what happens to steps and search time.
Give each test one owner and a simple success measure. Keep the record on the whiteboard near the bench.
State signals: Victoria and South Australia
The core workflow ideas are the same everywhere, but state pages help you ground secure routines and plan notes in language local reviewers expect.
Victoria: premises lens and secure routines
The Victorian Pharmacy Authority regulates premises and publishes resources that show what inspectors look for, such as secure zones and supervision lines you can draw on the plan (Victorian Pharmacy Authority).
Victoria’s public guidance on medicines and poisons frames storage and records logic. Set your staff‑only routes and reconciliation bench so they support that logic without crossing public space (Victoria – medicines and poisons regulation).
South Australia: medicines governance and routines
SA Health’s prescribing regulations and requirements page is a practical entry point for understanding medicines governance in the state. Use it to confirm how your custody and records routines are described in submission notes and staff guides (SA Health – Prescribing regulations and requirements).
A drawing pack that reads fast and gets traction
Clear drawings help reviewers and builders act quickly, and they help your own team stick to changes after opening.
Floor plan, RCP and services sketches
Provide a floor plan with zones and routes, a reflected ceiling plan that marks lights and exit signs, and a simple diagram for power, data and security devices. Your certifier will check these against the NCC (ABCB – NCC).
Keep the legend short and use the same symbols across all sheets. Call out the consult room door details and any privacy film so reviewers can see how the room supports quiet conversations (ACSQHC – Communicating for Safety).
Simple matrices and device lists
Add a one‑page matrix that links each requirement to a plan note. For example, privacy duties map to screen angles and door seals. Record security maps to locker or drawer notes and screen positioning (OAIC – Australian Privacy Principles).
List devices and their power or data needs so quotes are clean. This helps keep cable paths inside joinery, not trailing near the public counter.
If you want a single view of how plans, overlays and submission notes come together, the high‑level milestones are shown in our commercial services and process overview.
Stand‑alone vs medical‑centre co‑located: workflow differences
Most of the plan holds steady across settings, but where you share entries or base building systems, the daily routine may change.
Entries, shared foyers and after‑hours
In a shared foyer, agree on wayfinding and entry signs so people know they have reached the pharmacy. Keep service‑led wording for neutrality in line with national rules (TGA advertising).
If alarms, fire or cleaning are shared, plan short after‑hours windows for noisy work and maintenance. Draw this into your staging notes so the store can trade safely while works happen.
Responsibilities and communication lines
Agree in writing who manages foyer signs, door locks and cleaning zones. Post the responsibilities list near the staff entry so shifts know who to call for common issues.
Frequent workflow mistakes and quick fixes
Consult room too far from the counter. Move the door within a few steps and add a small privacy wing to reduce overhear.
Benches set up out of sequence. Fix the order so hands move from receive, to verify, to label, to pack, to check with no backtrack.
Screens and records visible from the public floor. Turn screens, add filters, and put a record drawer behind the bench to meet privacy expectations (OAIC – Australian Privacy Principles).
Glare at the handover counter. Use matte finishes and adjust light angles so faces are clear for staff and cameras (Safe Work Australia – Work environment and facilities).
Exit routes not marked on drawings. Add arrows and sign positions to the reflected ceiling plan so building checks run smoothly (ABCB – NCC).
How coordinated planning turns ideas into daily gains
A good plan is more than a neat floor plan. It is a set of overlays and notes that make daily work easier and safer. Workshops to set adjacencies, lighting and acoustic layers lock in comfort and clear sightlines. A tidy device list and service diagram keep quotes tight and cable paths hidden. When you are ready to turn layout ideas into a staged plan for your tenancy, you can see how this process runs on our Design Yard 32 – Pharmacy Fitout page. It shows the steps teams use to move from a sketch to an approval‑ready pack and then to a busy, calm store.
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Place the consultation room door within a few steps of the counter so staff can move from a short chat to a private room without crossing the store. This helps protect privacy under the Australian Privacy Principles and supports clear clinical communication in a calm space (OAIC – Australian Privacy Principles; ACSQHC – Communicating for Safety).
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Use one line from receive to verify to label to pack to check, with the “awaiting check” bin at the end so it cannot be mixed with work in progress. Neutral white task lighting at benches supports clear reading and can lower eye strain during long checking periods (Safe Work Australia – Work environment and facilities).
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Lighting is a performance tool. Even ambient light keeps faces and shelves readable, while task lights at benches reduce misreads. Mark exit signs and emergency lights on your drawings so building checks are smooth under the National Construction Code (ABCB – NCC).
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Electronic prescribing and the Active Script List reduce paper handling and cut duplicate entries, which means fewer trips back and forth for staff. Set a clear digital intake point and a team view of the queue to keep work moving in order (Australian Digital Health Agency – Electronic Prescribing).
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Shape the counter with a small privacy wing and keep the consult room very close to the counter so longer talks move off the floor. Use screen angles and filters so personal information is not visible from the waiting area, which aligns with privacy duties for health services (OAIC – Australian Privacy Principles).
