DESIGN IS NOT JUST WHAT IT LOOKS LIKE AND FEELS LIKE: RETHINKING PHARMACY RE-FITS
“Design is not just what it looks like and feels like. Design is how it works.” – Steve Jobs
When have you considered a pharmacy re-fit?
At what point do you start thinking, this pharmacy is probably ready for a re-fit?
Is it when the space starts to look tired or outdated? When you’re preparing to offer extended services and need one or two additional consultation rooms? Or perhaps when the pharmacy down the road completes a re-fit and you feel pressure to maintain your competitive edge?
What about when workflows become onerous? When multiple workarounds are impacting staff efficiency and effectiveness? Or when your pharmacy design starts to impact the patient’s experience?
Why pharmacy design is about more than appearance
When people think about a pharmacy redesign, the focus often lands on finishes, colours, lighting and making the pharmacy look more modern or more clinical. But that is only the tip of the iceberg.
Pharmacy design doesn’t just shape how a space is perceived; it shapes how work is done.
The true impact of good design shows up during peak periods, on the busiest days, when demand is high and pressure is constant. Often, owners, staff and even patients don’t fully appreciate the benefits of a re-fit until they are living and working within the new space.
How layout and workflow affect staff, patients and safety
A well designed community pharmacy layout considers staff movement and workflow, minimises unnecessary interruptions and reduces the risk of error. It aims to free up staff time through effective and efficient use of space – making busy periods feel more manageable and creating more opportunities for meaningful pharmacist–patient interactions. Ultimately, this supports better patient outcomes and reinforces the pharmacy’s role as a trusted health destination within the community.
Importantly, the pharmacy doesn’t just become a destination for patients. When design improves pharmacy workflows and creates efficiencies, it also reduces staff frustration and improves productivity. The result is a space where staff want to come to work, where they feel supported, capable and able to manage the workload while genuinely serving their community.
There’s a saying that a change can be as good as a holiday. A thoughtfully designed pharmacy can bring that same sense of renewal to the workplace. And when staff are engaged and supported at work, the patient experience improves naturally.
Why SOPs can’t fix poor pharmacy design
Rather than viewing a re-fit as primarily a new “look,” with workflow problems to be solved later through new SOPs, it’s worth recognising that layout and design form the foundation of how work actually happens. Workflow can’t be fixed by a new SOP if the space actively fights it. Poor layout forces workarounds and those workarounds quickly become “the way we do things,” even when they’re inefficient or risky. You don’t expect a fridge delivery driver to complete his job in a Toyota Yaris and the same goes for pharmacy – No matter how good your SOPs are the space needs to support the outcomes.
Good design can reduce steps, minimise double handling, decrease interruptions and lower cognitive load. These gains may be invisible on opening day but they compound over time.
The hidden cost of “we’ll fix that later” in a pharmacy re-fit
If your design team doesn’t truly understand how a pharmacy operates, what is the hidden cost of the mindset, we’ll fix that later? From day one, staff may already be compensating for design decisions that don’t support real workflows, thinking, we should have thought of that earlier.
Designing your pharmacy for the next 5-10 years
Your five to ten year business model matters. Design should support where your pharmacy is heading, not just where it is today. In that sense, design is not an aesthetic decision, it is a long term operational decision.
Bringing it all together
So, when should you consider a pharmacy re-fit? Not just when the finishes look tired or when a competitor upgrades, but when your space no longer supports the way you and your staff work and the way you want your patients to experience care. The best re-fits aren’t just about what your pharmacy looks like, they’re about creating a space that works for your business, your team and your community – every day, both now and into the future.