Jensen’s Community Pharmacy of Saline places priority on customer, community health
By Bonnie Gretzner
Dr. Steven Jensen
Following a ribbon-cutting ceremony and a grand opening on Jan. 16, Jensen’s Community Pharmacy of Saline is open for business. Launched by Steven Jensen, Pharm.D, the pharmacy’s goal is to improve the health of customers and the community. A blog on the website has kept residents updated on the progress, from initial construction in November through opening day.
“We had a few delays, due to working with the state, various inspections, and insurance, so plans kept evolving,” says Steve. Now that he is officially open, “I plan to be available to people. Some pharmacists get so busy that they are handling two phones while they’re checking another prescription. I want to engage people, as well as educate them,” he says.
Steve, who graduated in 2003 with a Doctor of Pharmacy degree from the University of Michigan, has spent his career in the pharmacy industry. While in school, he interned for a local chain pharmacy and continued his career there following graduation. The corporate model of pharmacy dissatisfied him, he says, because he was unable to practice the profession as he thought it should be done. “It was impossible to provide the level of service I wanted, and that was one of my main reasons for starting my own business,” he says.
Plans to open his own pharmacy in 2008 were put on hold due to the economic downturn, but a couple years later he pursued his dream. Preparing to open a business, however, was more challenging then he had anticipated. “It took me six months just to write a business plan to bring to the bank,” he says. “I had to do a lot of research. It was a rather informal process, and I had to piece everything together.” He acquired so much information on the process, he says, “I should write an e-book about it, because there is nothing out there to give you a step-by-step guide.”
Jensen’s Community Pharmacy offers a wide range of products and services, such as free blood pressure monitoring, immunizations, crutch/walker/wheelchair rental, vitamins and supplements, and more.
Steve is particularly excited about individualized compounded medicines, which he describes as “arts and crafts for the pharmacist.” Compounding is the creation of individualized medications for patients. Steve obtains the medications in a raw form and incorporates them into varying strengths and dosage forms.
“That can be as simple as putting medication into a suspension or a liquid formulation,” he says, making it easier swallow. Compounding offers a solution for people allergic to a dye or particular ingredient or if they need a combination of medications in one product. “We even get into pet medicines,” he says, “where we can put the medicine into doggie treats.”
The pharmacy is a blend of old and new, where old-fashioned customer service is paired with the latest technology. Steve wants to spend time with each customer to find out how he can best help. “I want to do more than just ask, ‘So, any questions about your prescription?’” he says. “I want to be more engaging, maybe ask them, ‘Have you taken this medication before?’ If they say, ‘no,’ I can tell them what they need to know.” There is no drive-through service, as he believes that creates a communication barrier. “It’s the antithesis of what a pharmacy should be,” he says.
What’s new is Steve’s point-of-sale system. He says he is the first in Michigan to install the system, which includes features such as texting patients’ phones when prescriptions are ready and taking in refill requests from both a Droid and Apple app with the smartphones.
Engaging the customers extends to everyone, including those not filling prescriptions. Steve says when a customer asks him where to find Neosporin ointment, for example, he will ask them what is going on rather than simply point them to the correct aisle. “Some people come in and think they can try an over-the-counter solution,” he says. “Sometimes, however, they need to see a doctor. If I know what’s happening and what they need the Neosporin for, I can better serve them.”
He also can direct people to a path toward a healthier lifestyle. “People don’t want to be told what to do, but it doesn’t hurt to give suggestions,” Steve says. Gently offering advice can be effective. He recounts the story of a diabetic woman who struggled to control her blood sugar. “I asked her, ‘It’s a nice day; did you go out walking?’ Maybe she doesn’t know that walking just a few blocks a day can help considerably with her health. Maybe no one ever told her. My goal is to talk to people; I think they respond to that.”
If you have found this story interesting, informative, or inspiring, please let Steve know! You can contact him at 734-429-9053; visit Jensen’s Community Pharmacy at 968 E. Michigan Ave., Saline; email him at dr_steverx@hotmail.com; or visit the website at jensenscommunitypharmacy.com.
