Complete Care Pharmacy: A model of modern healthcare and transforming patient care through Innovation

Since acquiring Complete Care Pharmacy in 2019, owners Kristina Fox, Julie Sorrentino, Monique Licht, and Damian Scott have worked to redefine community pharmacy by addressing local healthcare gaps and enhancing patient outcomes.

Kristina is proud of the pharmacy’s nomination for the 2025 Guild Pharmacy of the Year, saying, “We’re absolutely thrilled to be nominated. It’s a real testament to the hard work our team has put in over the years to build something truly special here. To be recognised for the impact we’re making in our community is both amazing and rewarding.”

The team has focused on creating a more patient-friendly, efficient environment. Traditional pharmacy models where health consultations are conducted on the shop floor have been replaced with private areas to provide personalised care. “We’ve reimagined the way we operate so that every patient interaction is meaningful,” Kristina explains.

The pharmacy now features specialised areas like triage desks, pharmacist pods, production spaces, and clinic rooms. Pharmacist pods, small rooms connected to dispensing robots, enable private consultations and seamless integration of services like medication dispensing, minor ailment consultations and vaccinations. For longer consultations, the pharmacy has clinic rooms used by allied health professionals, such as diabetes educators.

Technology is central to the pharmacy’s transformation. Complete Care Pharmacy developed a custom digital workflow system called Excipient , which helps the team manage tasks more efficiently and track workloads in real time.

“Excipient has truly transformed the way we operate,” says Damian. “It allows us to streamline patient care by creating digital baskets that can be sent to different workflow areas depending on the patient’s needs. It’s a game-changer for improving efficiency and ensuring timely care.”

The system integrates with the pharmacy’s dispensing platform and sends SMS notifications to patients when prescriptions are ready for pickup.

Complete Care Pharmacy also offers specialised services to meet the evolving needs of the community, including on-site compounding, wound care, men’s health services, IVF support, plant-based medicine consultations and minor ailment care. Kristina highlights the value of working with allied health professionals: “By collaborating with specialists like diabetes educators and nurse practitioners, we can provide more comprehensive care for our patients in a timely manner.”

In addition, the pharmacy partners with a nurse practitioner who is available five days a week and offers after-hours telehealth consultations.

Community engagement is at the heart of Complete Care Pharmacy’s approach. The pharmacy team participates in local events, such as school fundraisers, disability support expos and veteran education sessions. Recognising the growing need for emotional support, they also created a monthly support group for patients who are lonely or grieving. “We want our patients to know they’re not alone,” Monique says. “The support group is a space where they can connect with others and share their experiences.”

The pharmacy is also disability-friendly, offering services like a daily “quiet hour” to support patients with sensory needs. As a registered NDIS provider, Complete Care Pharmacy also offers medication packing, compounding services and more for NDIS participants.

Kristina and her team are passionate about professional development, offering specialised training for staff, including a men’s health pharmacist and a credentialed diabetes educator. “When our team members are trained and confident in their roles, they can provide the best care possible to our patients,” Julie says. The pharmacy also fosters partnerships with local healthcare professionals through regular educational sessions.

With their commitment to innovation, collaboration, and community engagement, Complete Care Pharmacy continues to set new standards for healthcare delivery, ensuring a healthier future for all.

Capital Chemist Charnwood – Leading the way in Accessible, Compassionate, and Innovative Healthcare

Capital Chemist Charnwood is known for going above and beyond in its service to the community. Co-owners Rebecca Richardson and Samantha Kourtis have made it their mission to ensure healthcare is accessible, compassionate, and innovative.

“We want to make healthcare accessible to everyone,” Rebecca said.

“It’s about making sure the community gets the care it deserves over each of our weekly 96 hours of trade. This includes all our specialised services and expanded scope of practice.”

The pharmacy even offers urgent home deliveries, including to palliative care patients. Samantha adds “We know how important it is to be there when people need us most, especially for those in palliative care. It’s our way of showing we truly care about our community.”

Capital Chemist Charnwood takes extra care to make health visits enjoyable for children, offering Charnwood Mascot Fairy stickers and tailored magical experiences in their clinic rooms.

“We want every visit to be a pleasant experience, especially for our younger patients,” says Samantha. “If we can make it fun for them, we know they’ll look forward to coming back.”

The pharmacy is deeply embedded in its community through a range of charitable initiatives. Their primary charity, Karinya House, provides healthcare to women and children in refuge. Capital Chemist Charnwood collaborates with organisations such as Companion House and Percy Begg Street Pantry to assist refugees and at-risk groups, while being one of only three pharmacies in the ACT offering a free medical termination of pregnancy program.

Samantha notes, “It’s about giving the most vulnerable people in our community access to healthcare in a safe place with, no barriers. These partnerships are a vital part of who we are and the values we stand for.”

Their pharmacists are also often out and about giving talks at local schools, universities, and community groups.

“We’re not just a pharmacy; we’re a part of this community,” Samantha adds. “We believe in helping people at every level, whether it’s healthcare or just offering a safe space for connection.”

Capital Chemist Charnwood also leads in professional healthcare services, particularly for patients with lymphoedema, diabetes, and sleep apnoea. Samantha, a trained lymphoedema specialist, leads the pharmacy’s compression and wound care clinic, working with pelvic physiotherapists and clinics like NOKA to improve women’s health outcomes. “We’re proud to provide care that can really make a difference in people’s lives,” Samantha says. “Our goal is to ensure patients receive the best care for their individual needs, in collaboration with their entire care team.”

Rebecca, a credentialed diabetes educator, oversees the pharmacy’s weekly diabetes clinic consultations, helping patients manage their condition with education and the necessary supplies. “Diabetes care isn’t just about providing medication,” Rebecca adds. “It’s about education and empowerment. We want to help patients understand their condition and give them the tools to manage it effectively.”

Capital Chemist Charnwood places a strong focus on harm minimisation, running an opioid replacement therapy (ORT) program for over 50 clients, as well as promoting mental health support and smoking cessation services. They also offer a clinic for long-acting injectable buprenorphine, free sharps disposal and naloxone, ensuring that patients have access to the resources they need to make healthier choices. “Our ORT program is a vital part of our harm minimisation efforts, and we’re proud to support people who need it most,” Samantha says.

Recently, the pharmacy completed a major renovation, introducing a Meditech robot, electronic shelf labels, and upgraded clinic rooms, which will enhance both efficiency and patient care. “Investing in technology is key to improving our service and keeping things running smoothly,” Samantha explains. “It allows us to deliver more personalised, efficient healthcare.”

With a diverse team of over 60 staff members, including 19 pharmacists, Capital Chemist Charnwood thrives on teamwork, training, and empowerment. Monthly one-on-one meetings and strengths-based training help staff reach their full potential.

“Our team is everything,” Samantha says. “We invest in their growth, and that ultimately benefits our patients and our community.” Rebecca adds, “Our staff’s passion and dedication are what make this pharmacy so special. They’re truly the heart of everything we do.”

Leading the Way in Integrated Healthcare: Warnbro Pharmacy’s commitment to holistic community care and innovative healthcare solutions

Warnbro Pharmacy, under the leadership of Brett Lukatelich, Aaron Sangalli, and David D'Orazio, has transformed from a traditional pharmacy into a comprehensive healthcare hub for the local community. Recognising the evolving healthcare needs of the area, Brett and his team have focused on offering a wider scope of services in collaboration with physicians and allied health professionals.

“We realised early on that we had to evolve to serve our community better,” Brett explains. “By shifting our focus toward healthcare, we’re not just selling products – we’re improving lives.”

The pharmacy’s mission is clear: to be a central hub for healthcare services that benefits both patients and healthcare professionals alike.

Community engagement is a key element of Warnbro Pharmacy’s success. Instead of waiting for patients to come to them, Brett and his team proactively engage with local healthcare providers.

“We went out to the healthcare professionals already seeing the patients,” he says. “By building relationships with GPs and specialists, we can better understand their needs and offer services that support them and their patients.”

The pharmacy’s efforts include personal visits to nearly every GP practice within a 30-minute radius, providing services like sleep apnoea screenings, Webster pack management, and more. They also collaborate with respiratory physicians and aged care facilities to offer medical oxygen services, as well as offering influenza vaccination programs for businesses all over Perth.

Innovation is central to the pharmacy’s identity, and one area of focus is podiatry. The pharmacy’s Medicare-registered podiatrists offer services such as shockwave therapy, 3D orthotic scanning, and minor surgeries.

“If we’re going to offer a service, it must be the best of its kind,” Brett says. “We’ve invested heavily in training and technology to ensure we provide the highest standard of care.”

Warnbro Pharmacy is also known for its sleep apnoea clinic, Rockingham CPAP, which has grown to be regionally recognised as a leader in the space. “Our sleep clinic is critical to what we do, and it’s grown into a leading service in Western Australia,” Brett explains. “We’re constantly looking for ways to improve and stay on the cutting edge.”

Expanding into oxygen services, Warnbro Pharmacy became the sole Western Australian distributor of medical oxygen for CoreGas, providing both oxygen gas and concentrators, along with performing six-minute walk tests for physicians. “Adding oxygen services was a natural next step for us,” Brett says.

Warnbro Pharmacy’s commitment to service extends to mobility and disability support. As an NDIS-registered provider, the pharmacy collaborates with occupational therapists (OTs) and physiotherapists to expand its mobility aids and assistive technology offerings. Warnbro Pharmacy’s mobility offering has now developed into — Rockingham Kwinana Mobility and Rehabilitation Supplies (RKMRS) — and expanded into two dedicated showrooms and a nearby warehouse just minutes from the pharmacy. The pharmacy offers everything from scooters to medical beds. Additionally, a dedicated workshop provides servicing for this equipment, supporting not only individuals but also local businesses such as the local council.

“Our mobility and disability services are a vital part of what we offer,” Brett explains. Aaron Sangalli, co-owner, adds, “We’re committed to providing individuals with the right equipment, ensuring they live independently and with dignity. This is a vital part of our healthcare approach, and we’re proud to support our patients in this way.”

Aaron continues, “We realised that the services we provide don’t just impact the individual but also contribute to the broader health of the community. Helping people stay mobile and independent is something we take great pride in.”

Another important aspect of the pharmacy’s approach is harm minimisation. “Our goal is to catch potential health issues before they become serious problems,” Brett explains. They invest in screening programs and focus on educating the community about proactive health management, offering educational resources and fostering strong communication with healthcare professionals.

Warnbro Pharmacy’s commitment to harm minimisation is also reflected in its collaboration with healthcare providers. “We’re focused on early detection and prevention,” Brett says. “Through tools like HealthLink, we ensure patients receive coordinated care and timely interventions.”

“We’re excited about the future and committed to making a positive impact on the lives of the people we serve,” Brett concludes.

Warnbro Pharmacy’s journey is a testament to innovation, collaboration, and a dedication to improving community health, positioning the pharmacy as a key healthcare resource for the Warnbro community.