Pratique du Shadowing: EP #01 - Pharmacy View Podcast - Increasing dispensary efficiency through e-scripts - Apprendre l'anglais à l'oral avec la vidéo
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260 phrases
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Welcome to Pharmacy View, Technology and Pharmacy Business Podcast Series, where we provide regular interviews with pharmacists and key industry people within the Australian pharmacy and associated industry.
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In each podcast, we look to discuss aspects of pharmacy operation
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and how technology is improving or interacting with each guest's current role or pharmacy-related business.
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I'm your host, Scott Carpenter, and today's guest is pharmacist David Washburn, and we'll be discussing his experience with different technology platforms he has used or is currently using.
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So welcome, David.
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Welcome, Scott.
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Hello, Scott.
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I'm very happy to be here this afternoon and hope we can provide some good insight.
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Great stuff.
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Now, David, we might have bumped into a few each other, sorry, several years ago.
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But I'm just wondering, you've been traveling around a bit and never maybe as much as me, but how many different states have you worked in now?
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Well, probably easier to answer the other way.
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What state haven't I worked in? and it's essentially the Northern Territory, if we can call that a state, and the ACT, every other state I've had stints in or gigs in.
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Okay, so that's a kind of a great history there.
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So tell us a bit about yourself outside of that.
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Well, essentially, I'm a, I'd stop short at saying I'm a techo kind of guy, but I'm very interested in technology,
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although I may not partake in every aspect of it.
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I love science in general, particularly the physics parts of science.
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And of course, being a pharmacist, I'm extremely interested in pharmacology per se.
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So, and the chemistry side of that.
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So chemistry, physics, cosmology, the universe, that kind of stuff.
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That's where my kind of interests lie.
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So when you're not in the pharmacy, does that mean you're stargazing?
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At some stage, I have stargazed.
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I've got this big, big refractor telescope, which is since I've been here in Melbourne, hasn't come out.
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But I do have stargazed at occasions,
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but more so the sort of reading involved in where the leading edge physicists and cosmologists are.
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Okay, cool.
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So again, I think the first time we may have met each other was possibly in Perth.
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Is that where you're from originally?
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No, originally North Queenslander.
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So grew up in Townsville to the age of about 15.
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Father's a retired engineer.
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His company transferred him to Western Australia.
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And so the family moved.
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So I finished years 11 and 12 in WA
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and then spent some time in WA before returning back to Queensland and eventually returning back to WA again.
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So there's been a few cross-continent hops.
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Yeah and WA is where you studied your pharmacy degree yes?
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Correct yeah Curtin University through 1999 through to 2002.
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So David I know from my interaction in pharmacy over a few years
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and maybe not quite as many as yours
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or maybe maybe it is the amount same amount
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but um you would have used a few different dispensary programs around the different states and pharmacy groups I would imagine?
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Yeah just the just the main sort of one Scott I think predominantly Minfoss,
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Fred, Lots, and I've had a very small sort of dabble with Zed, but they're the main ones.
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I think I worked in a couple of stores once with the old Aquarius and Mountaintop systems, but most of the time it's either been Fred, Lots, or Minfoss.
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The main ones.
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And have any of those, in terms of a stock management system, any of those stood out for you as being a little
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bit more effective than others? not not we're not going to
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push a particular brand here just again interested in your thoughts
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yeah just it's just a personal opinion i think i've enjoyed
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the most sort of workability with the minfoss side of the
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sort of stock management situations fred office is very good but i just
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found for me that minfoss was a little bit more user friendly for me okay cool all right
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and where are you these days david currently uh in in
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melbourne in in this covid year we find ourselves in in the challenging lockdown environments
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but at the same time i'm working at priceline
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at croydon as a as a pharmacist in charge working with
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the current owner um who is is the managing partner
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and we have been excessively busy over this time and i think
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almost every day has been like what everyone might imagine as
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being you know the few days leading up to Christmas it's been like
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that for months now no sign at the stage of letting up
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okay and and obviously then because the the uh Quaidan pharmacy it's in the for those
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that don't know would be in the outer eastern suburbs of Melbourne maybe slightly north east of Melbourne
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so you I would imagine you've you've had a few new customers coming in with the Melbourne CBD shut down, are you finding more residents that are not shopped with you before
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and now kind of coming to you exactly the interesting thing
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there is there's there's obviously the the very loyal croydon
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and surrounding suburbs customer base however since some of the larger west fields have sort of shut down
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so to speak temporarily and the cbd as you're mentioning we have been doing an unprecedented amount of
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new profiles so that's new customers coming into the store who haven't been into the croydon store before
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and they have been coming back again
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so it's almost like we're establishing a new habit for them
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and that's been quite noticeable cool
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and are you guys running a script script management program out
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there it's it's the price line script management program very similar you you might say to MedAdvisor.
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And also it's kind of like a hybrid between the Guildcare and MedAdvisor, but it's Priceline's own system,
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but it's very similar, app-based script management where the SMSs get sent out
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and people can lodge either via SMS or email their preference for when their next prescriptions are dispensed.
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Okay.
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And I know for some recent discussions, you've just transitioned over to eScripts.
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Can you talk to us about that for a bit?
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Yeah, and that I think has been very exciting because it's also been a fairly smooth transition, which has been quite unexpected.
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We actually thought there'd be a number of hiccups along the way, but once we were fully up and engaged, and that was with the fantastic assistance of Fred Help,
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because obviously in Priceline we run the Fred Dispense system.
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Once that was integrated with the new MedView, flow everything is now working very efficiently and and the amazing thing is how the staff
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are really keen to engage in it now
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because it's like this new new thing for them
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so it's a very very streamlined process essentially customer patient comes in with this script basically on their iphone
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or or their smartphone there's a qr code
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and it gets scanned into our system and then put in a queue
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and then we then dispense it as per a normal script
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and then instead of producing a repeat like you might normally do
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if there are repeats it produces a new token
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which is then sms or email back to the patient cool
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and what's the uh the customer reaction been to it lately the ones
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that have come on board they love it it's like novelty
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and i'm sure it is a novelty at the moment before it becomes more mainstream
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which i don't think is going to take too long to establish
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and they seem to feel pretty special they it's a bit like
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when you could first get your boarding pass on your phone
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instead of you know having to print out your boarding boarding
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pass before get catching your flight you can look up on your phone you see your qr code
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which is your script and it gives you all your script details
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and they love it it's personal
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and then there's almost zero you might say obviously it reduces the paper the paper flow
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and helps with in at this stage the COVID-19 sort of
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what are we what's the word i'm looking for the requirements for
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so social distancing or well not
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so much social distancing the lack of contact the contactless situation yeah
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which which is obviously 100 more hygienic we're not handling paper scripts
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which have been you know in pockets and elsewhere so customers
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and patients love it they they find it very easy they've got it on their phone it's not something
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that they can relatively lose per se
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which has been problematic in the past
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when someone says look i've lost my script
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or i've left it i've left it at home
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or i'm traveling interstate and it's all back at home etc
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which are numerous and many times you would hear that in a day prior so very all the time pretty much
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phones are kept on you know in a person's pocket
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or on them in the or in a bag
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so it's it's very unlikely to have a have a loss in
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that case so they love it they come in they're very keen to see how it all works
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and uh and then are quite surprised at the the end point
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when they get a new token if if they have repeats pretty much sms'd
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or email to them straight away so and uh thanks David, and we know from history that sometimes customers don't like change and,
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you know, or technology changes.
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Have you had any negativity or pushback from customers regarding it?
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Surprisingly, no. However, from our demographic there at Croydon, which is surprisingly 60 plus.
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So we have a high percentage of people in the 60 plus bracket,
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not so many in them what i would call the 20 to 45 50 area okay yeah predominantly though
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the e-scripts are coming in in that cohort and not so much the older folk,
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which either they're reluctant at this stage to have that as a means of getting their script, or simply they're not asking because we find
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that the younger ones have gone in when they've seen their GP and asked for an e-script.
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Okay.
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So I think that's an area that will develop when more and more doctors say,
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well, I'm going to write you your script instead of doing it in the normal way I might have done for you.
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It'll now be on your phone.
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Have you got a phone?
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And most of them do.
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Yeah.
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So David, I know quite a few pharmacies in Australia are transitioning onto this at the moment.
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Was there much preparation that you had to do behind the scenes?
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I know you know, Priceline would have come out with an instruction or conversion package, but what kind of preparation was needed from the pharmacy perspective?
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I think we had a long lead-in time.
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We'd known about this six months out or so, even last, I mean, it'd been, you might recall, Scott, it'd been pushed back a number of times,
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you know, in the perfect world, it was meant to be up and running December last year.
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But obviously the machinations of putting the software and everything together
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and the privacy and the security had to be all doubly checked.
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So it got delayed.
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So we knew for a long time this was coming
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and we were given long lead up times to prepare for software changes,
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any kind of new scanning requirements we needed for the scanners and any other upgrades on software before it actually got enacted.
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And then there was the pilot program.
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So we got to hear about experiences there before it became mainstream.
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We had a lot of feedback from the Guild.
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We had a lot of preparation, like material and information from the banner.
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There are, in this case, being Priceline.
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And I'm sure it's been the case with the other major banner groups and situ pharmacy groups as well.
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So there was a lot of lead up time, a lot of time to be prepared, and we were all wanting this to occur.
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So it wasn't such a hard thing to do.
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And once it all came about from the head offices of say Priceline and the information from the Guild,
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it was mainly just a menu driven situation to get everything set up.
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Cool.
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So it sounds like overall it's been a pretty good experience.
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And COVID-19 would suggest that the contactless activity has certainly kind of pushed this fairly quick and fast.
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So I'd be interested to talk again maybe in a couple of months' time and just see how it's transitioning through.
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But it sounds like it's been pretty positive so far.
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I believe it's been very positive.
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One of the things I think will be interesting is pharmacy and let's say the medical side, our medical colleagues, GPs and specialists,
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we're traditionally a very conservative bunch.
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And we are an area which is absolutely rife to take up every form of technology imaginable,
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as we know from robotic dispensing through to the situation with e-prescriptions now.
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What I think will be the challenge is some of the medical,
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on the medical side, wanting to take up the technology or wanting to take up the opportunity to do e-prescriptions.
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So, for instance, most pharmacists would agree with this.
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We still see some pretty poorly handwritten scripts in an area today when we don't need to have that.
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So, I think over time, e-prescriptions will become very much the normal.
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A bit like now at this stage, computer derived or printed prescriptions are the norm now.
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And occasionally you get handwritten ones.
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I think going into the future, e-prescriptions will be the norm and occasionally we'll get a computer generated one.
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So if we progress 10 years into the future, you know, if e-prescriptions or a form of them will just be the norm norm
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and all the new pharmacists being trained through the pharmacy schools
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won't even they'll be looking at our time as history yeah
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it's interesting we were talking with a pharmacist last week who deals in the amazon retail world at the moment
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and the example he uses is you know his his children
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wonder in this day of uber what a taxi stand is for
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and why any of us would have stood there for more than half an hour waiting for the taxi
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and you're right the the the new generation of pharmacists coming through won't see or realise that.
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I'm imagining David and again it's potentially par for the course
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so the whole then flow through to a claim scenario is that a bit more streamlined as well then?
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I think the claiming process is not affected that much at this stage because once you process the e-prescription,
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you still generate a serialized number, whether it be a concession, repat, safety net, general, et cetera.
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So it's still generating that situation.
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But for some time now, we've been basically paperless claims.
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So as you dispense your script, you're claiming in real time based on the technology with the HIC, etc. now.
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So that hasn't changed or I don't think will change in any way
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because the e-prescription is really just another form of getting that request.
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It's another form of obtaining
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that request rather than physically producing a piece of paper a bit like
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if I go back to the boarding pass thing is
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that you can still choose the printer boarding pass out
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but there's plenty of people who would rather just go up to the the boarding process
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and then flash that code that they've got or
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that qr code as things and
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but it doesn't change them the end point where you get on
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that plane same situation with the claim it doesn't change the
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end point of the claiming process yeah okay that's cool
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so is there anything else around e-scripts that we should be aware of
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or you can pass on information on i think
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and everyone who's doing them now in any way shape
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or form and to to give you an idea there
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if i go back probably just two
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or three weeks ago we might have on average had one
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or two each day now we're processing five plus each day
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so it's wow okay coming up into that sort of level
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and i i expect as we go into to maybe early next year, then that would have doubled or maybe even tripled by then.
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So the key thing is to have the staff pretty much used to the fact
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that e-scripts are now a different way of presenting a prescription.
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And you've got to integrate that in with the other still traditional ways of the script intake, which is obviously a person presenting with a paper script
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or someone now coming up and asking or mentioning their GP has emailed or faxed a script to the pharmacy.
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So it's being able to integrate that into a queue system and for everyone to know that there's not only scripts,
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you know, sort of physical pile, there's also scripts on your queued pile in your Medview flow process.
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Process, yeah.
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So on that note, David, is there much change or difference then in terms of dealing with customers in the aged care facilities with this?
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That's a tricky one.
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And in fact, we at our pharmacy have a couple of nursing homes, which are quite significant from a Webster packing point of view,
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and also from obtaining scripts pretty much on a monthly basis due to the residents, then doctors who are looking after those residents
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and spending time each month writing all the scripts that are basically owed for the Webster packs.
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Now, we haven't seen one e-prescription in that sort of area yet.
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And I think that will definitely be a slower process.
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And I'm not sure at this stage how that is going to be developed.
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And that's probably more a closer consultation with the prescribers at those residential facilities and nursing homes.
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Yeah.
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So that might be something we can talk about in a couple of months' time if there's been any transition there.
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Exactly, yeah.
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So right now, the key group for us is that fairly younger group,
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20 through to 45, who are coming and seeing their GP and requesting an e-script.
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The challenge, as I mentioned, is those other areas where the cohort is older and our nursing homes and Webster packs or other forms of packing.
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and that in the end may involve some education,
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well, not so education, but some liaising with those groups and really running over where your prescriptions might be valuable.
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Yes, that makes sense.
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So in a couple of months' time, it'll be an interesting thing to reflect on, yes.
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Right, I'll go back on.
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So David, that's been great to chat today.
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Certainly one of the things
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that I've enjoyed with interactions with you is your diversity of knowledge geographically and with different pharmacies and groups.
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If anyone listening to this today wanted to kind of connect or hook up, what's the best way to contact you?
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Through the Priceline at Croydon in Victoria?
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At this stage, yes, Scott.
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Yeah, they can feel free to contact me there
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and sort of follow up on anything they might be further interested in discussing or like to have run something past me.
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That would probably be the best way.
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Priceline Pharmacy Croydon.
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Yeah, that'd be great.
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David, thanks for your time today.
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It's been great to chat and look forward to staying in touch and potentially talking again in a few months time.
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Thank you, Scott.
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It's been fantastic cheers and fantastic cheers and fantastic cheers
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Vocabulaire et conseils d’expression pour cette leçon
Cette leçon d’expression orale de niveau B2 s’appuie sur la vidéo « EP - Pharmacy View Podcast - Increasing dispensary efficiency through e-scripts ». Cette vidéo contient 260 phrases et 3339 mots à répéter en shadowing. La partie parlée dure 19:42. Le locuteur parle à un rythme naturel d’environ 169 mots par minute, proche d’une conversation courante. 83 % des mots font partie des 3 000 mots les plus courants en anglais ; le reste mérite d’être vu avant de commencer.
Vocabulaire clé de cette vidéo
Les 15 mots les plus avancés de la vidéo, avec leur prononciation et leur sens :
| Mot | Prononciation | Sens |
|---|---|---|
| pharmacy nom | /ˈfɑɹməsi/ | pharmacie, officine |
| prescription nom | /pɹəˈskɹɪp.ʃən/ | ordonnance |
| pharmacist nom | /ˈfɑɹməsɪst/ | pharmacien, pharmacienne |
| dispense verbe | /dɪˈspɛns/ | émettre, distribuer |
| norm nom | /nɔːm/ | norme |
| integrate verbe | /ˈɪn.tɪ.ɡɹeɪt/ | intégrer |
| queue nom | /kju/ | file, queue |
| cheers | /t͡ʃɪəz/ | à votre santé, santé |
| cohort nom | /ˈkoʊ̯ˌhɔɹt/ | cohorte |
| streamline verbe | /ˈstriːmlaɪn/ | fuseler |
| novelty nom | /ˈnɑvəlti/ | nouveauté |
| predominantly adverbe | /pɹɪˈdɒmɪnəntli/ | principalement, majoritairement |
| token nom | /ˈtoʊkən/ | symbole |
| scan verbe | /skæn/ | scanner, fouiller |
| surprisingly adverbe | /səˈpɹaɪzɪŋli/ | étonnamment |
Les verbes à particule que vous entendrez
| Mot | Prononciation | Sens |
|---|---|---|
| shut down verbe | éteindre | |
| come back verbe | revenir | |
| come out verbe | /ˌkʌm ˈaʊt/ | sortir |
| come up verbe | se montrer, sortir du bois | |
| go back verbe | rentrer, retourner | |
| go back on verbe | revenir sur | |
| look forward to verbe | avoir hâte de, attendre avec impatience | |
| pass out verbe | distribuer |
Des phrases à répéter
Des phrases courtes et complètes de la vidéo, à réutiliser dans la conversation de tous les jours :
- What state haven't I worked in?
- That's where my kind of interests lie.
- Is that where you're from originally?
- Can you talk to us about that for a bit?
- Have you got a phone?
La grammaire de cette vidéo
Les structures que le locuteur utilise le plus, avec les mots exacts de la vidéo :
| Structure | Dans la vidéo |
|---|---|
| Present perfect continu have/has been + -ing — une action commencée avant et toujours en cours | you've been traveling · have been doing · have been coming |
| Phrases conditionnelles if + proposition, will/would + verbe — une condition et son résultat | if if they have repeats pretty much sms'd |
| Present perfect have/has + participe passé — une action passée qui compte encore maintenant | have stargazed · I've been · there's been |
| Voix passive be + participe passé — l’accent est mis sur ce qui arrive, pas sur qui le fait | are not shopped · are dispensed · was integrated |
Prononciation à surveiller
Le locuteur utilise 77 contractions et formes réduites, comme I'm, I've, you're. Prononcez-les sous leur forme courte, telles que vous les entendez.
- Les sons « sh » et « zh »: prescription /pɹəˈskɹɪp.ʃən/, machination /ˌmækɪˈneɪʃən/, concession /kənˈsɛʃən/, consultation /ˌkɑnsəlˈteɪʃən/, traditionally /tɹəˈdɪʃ.ə.nə.li/
- Mots longs — placez bien l’accent: predominantly /pɹɪˈdɒmɪnəntli/, surprisingly /səˈpɹaɪzɪŋli/, cosmology /kɑzˈmɑləd͡ʒi/, dispensary /dɪsˈpɛnsəɹi/, excessively /ɪkˈsɛsɪvli/
Les sons difficiles pour les francophones :
- /h/ — il se souffle, il n’est pas muet: cohort /ˈkoʊ̯ˌhɔɹt/, hiccup /ˈhɪkʌp/, hygienic /haɪˈd͡ʒiːnɪk/, hybrid /ˈhaɪ.bɹɪd/
- /tʃ/ et /dʒ/ — à ne pas adoucir en « ch » et « j »: cheers /t͡ʃɪəz/, cosmology /kɑzˈmɑləd͡ʒi/, hygienic /haɪˈd͡ʒiːnɪk/, imaginable /ɪˈmæd͡ʒɪnəbəl/, pharmacology /ˌfɑɹməˈkɒləd͡ʒi/
- /r/ anglais — langue recourbée, sans frotter la gorge: pharmacy /ˈfɑɹməsi/, prescription /pɹəˈskɹɪp.ʃən/, pharmacist /ˈfɑɹməsɪst/, stargaze /ˈstɑɹɡeɪz/, integrate /ˈɪn.tɪ.ɡɹeɪt/
Comment s’entraîner avec cette vidéo
- Écoutez la vidéo en entier une fois sans parler et notez les mots que vous ne connaissez pas.
- Commencez à la vitesse 0,75×, répétez phrase par phrase, puis revenez à la vitesse normale quand cela devient facile.
- Enregistrez-vous et comparez avec l’original, en faisant attention à des mots comme pharmacy, prescription, pharmacist.
Qu'est-ce que la technique du Shadowing ?
Le Shadowing est une technique d'apprentissage des langues fondée sur la science, développée à l'origine pour la formation des interprètes professionnels. Le principe est simple mais puissant : vous écoutez de l'anglais natif et le répétez immédiatement à voix haute — comme une ombre suivant le locuteur avec un décalage de 1 à 2 secondes. Les recherches montrent une amélioration significative de la précision de la prononciation, de l'intonation, du rythme, des liaisons, de la compréhension orale et de la fluidité.