ABCDE Template of Services

Company Client hereby retains 4Front Pharmacy Solutions Ltd to provide selected Company Client employees with professional services focused on the following areas and goals:

CPD Facilitation comes under the umbrella of learning and development.

The learning and development (L&D) function within an organisation is responsible for empowering employees’ growth and developing their knowledge, skills, and capabilities to drive better business performance.  The function may be internally centralised, decentralized throughout different business units or a hybrid with some outsourced capability.

The term, learning and development, encompasses any professional development a business provides to its employees.  It may sometimes be referred to as training and development, learning and performance, or talent development. 

Examples of programmes that typically come under the umbrella of learning and development include:

• Onboarding and new hire programmes,
• Career development,
• Mental fitness programmes,
• One-to-one coaching and mentoring programmes,
• Reflective practice or super-vision groups,
• Culture change initiatives,
• Team coaching,
• Leadership development programmes,
• Skills training such as consultation skills, leadership skills, marketing skills, ethical discernment skills etc.
• Talent strategy and management,
• Compliance training required by an industry or profession

4Front offers CPD Facilitation services that include coaching, because research consistently shows 'The Coach Approach' to provide better return on investment, that L&D initiatives that do not include coaching.  Specifically, consecutive studies, commissioned by the ICF and conducted by Price Waterhouse Cooper (PWC) since 2007 demonstrated ongoing, tailored, learning and development initiatives, supported by coaching had average ROI of between €4 to €8 for every Euro invested. 

• Benefits of L&D initiatives supported by coaching reported by companies include:
  • increased productivity,
  • better quality,
  • improved customer service,
  • reduced customer complaints / errors,
  • improved retention and
  • enhanced bottom-line profitability. 
• Benefits of coaching reported by individuals include:
  • improved working relationships with colleagues, direct reports, supervisors, and external stakeholders,
  • better teamwork,
  • greater job satisfaction,
  • reduction in unproductive conflicts,
  • greater organisational commitment and loyalty.

The CPD Facilitator is the person who provides CPD Facilitation services.  CPD Facilitator may be achieved through one or more modalities.  (tick the services which are to be provided under our agreement)

Continuing Professional Development (CPD) is a continual process of lifelong learning which is focused on implementing learning in your professional practice and improving outcomes for clients/patients.

Reflective practice is a way of studying our own experiences to improve the way we work as a professional and as a profession.  “Reflection is a dynamic process. It is not about being passive, staying where you are and looking back – but an active engagement with knowledge and experience. So, in reflecting you are able to construct new and deeper understanding and to articulate and apply knowledge in a more meaningful way”. (Nationalcollege.org.uk 2018) This process helps us to learn from our mistakes, increase our confidence and competence and grow as practitioners.  It involves thinking analytically about anything related to our professional practice with the intention of gaining insight and making improvements.  It is a key way to integrate knowledge and extract learnings from real life experiences.  Reflective practice is a core component embedded into all the services 4Front offers.

Facilitation is the act of engaging learners in creating, discovering, and applying learning insights.  Facilitation usually involves a “guide on the side” who asks questions, moderates discussions, introduces activities, and helps learners learn.

Team Facilitation:  The focus of team facilitation is on helping a team manage their dialogue through a structured process. The facilitator provides active guidance while engaging a team through guided participation to discover, foster, and apply insights to enhance team processes and effectiveness.

One-to-One Coaching: The International Coaching Federation (ICF) defines coaching as partnering with clients in a thought-provoking and creative process that inspires them to maximise their personal and professional potential. 

The ICF defines Team Coaching as partnering in a co-creative and reflective process with a team and its dynamics and relationships in a way that inspires them to maximise their abilities and potential in order to reach their common purpose and shared goals.

Health and Wellness Coaching: The National Board of Health & Wellness Coaching defines health and wellness coaching as supporting clients in activating internal strengths and external resources to make sustainable and healthy lifestyle behaviour change.  Health and wellness coaching is a client-centred, collaborative intervention that helps clients set and achieve their own health and wellness goals, such as improving energy or managing stress.  It is a journey of self-discovery, self-responsibility, and positive self-determination, supported by a coach who provides tailored advice, accountability, and encouragement. It is different from other health professionals who prescribe solutions, as the coach facilitates the process of change and hands over the responsibility to the client.

EMCC defines mentoring as a professionally guided process that inspires clients to maximise their personal and professional potential. It is a structured, purposeful and transformational process, helping clients to see and test alternative ways for improvement of competence, decision making and enhancement of quality of life. Mentor and client work together in a partnering relationship on strictly confidential terms. In this relationship, clients are experts on the content & decision-making level; the mentor is an expert in professionally guiding the process. 

“Mentoring”, according to the International Coaching Federation, is “a developmental professional relationship in which a more experienced person shares their knowledge, skills, and experience to support the development of a less experienced person.”

Super-Vision: is a safe space for reflective dialogue with practicing super-visor, supporting the supervisee’s practice, development and well-being, to help them develop and thrive as a practitioner whilst also ensuring the quality and integrity of their work for their clients, the systems they operate in and their profession as a whole.

Self-study programmes:  are programmes that clients choose to support and deepen their own learning —outside the client-coach relationship - and without direct supervision. Since the client is able to take control of what, when and how they learn, self-study can be a very valuable way for many clients to learn.

Group Coaching: is a collaborative, thought-provoking and creative process that inspires groups of individuals towards a common goal or outcome.  It provides participants with the value of coaching principles and a facilitated process applied to a small group of people who are focused on developing through the collective wisdom of the group, yet have their own individual goals. It helps individuals to grow together around themes by creating an safe environment for practice, discussion and reflection. 

Team: A team is a group of people who work together for a common purpose or goal.  They are inter-dependent and mutually accountable for their results.  In team engagements, the team is the entity which is the Employee Client. 

Team Training: The focus of team training is on team member acquisition of specific knowledge or skills through a structure learning curriculum. The training objectives drive the focus of the engagement, and the team's learning is often formally evaluated.

Team Building: The focus of team building is on helping team members bond while strengthening their interpersonal relationships, often through short-term fun activities (e.g., games, simulations, role plays) while staying light with respect to the discussion focus.

Team Consulting: The focus of team consulting is on solving a specific problem or challenge. Team consulting is often short-term in nature and tends to follow a specific process: assessment, followed by recommendations and expert advisory support.

Individual Behavioural Style Assessments: are used in coaching to help individuals to understand their own behaviour and how it affects others. These assessments can help individuals identify and articulate their strengths and weaknesses and develop strategies for improving their performance. They can also help individuals understand how their behaviour affects others and how they can work more effectively with others.  Examples of behavioural style assessments 4Front Pharmacy Solutions uses to help clients gain deeper insights and create actionable goals with a more complete understanding of themselves include Everything DiSC Profiles, PQ Saboteur Assessment, and VIA Values In Action Survey.

Team Assessments: are designed to help teams have deeper conversations about how they work together.  Team assessments aim to help team embers work together more effectively, become a more cohesive team and achieve the results they are responsible for delivering.

INDIVIDUAL AGREEMENT WITH COMPANY CLIENT IS BASED ON SPECIFIC CHALLENGES, DESIRED OUTCOMES, PROCESSES, TERMS AND CONDITIONS IDENTIFIED.

Achieving a world class learning and development culture, and moving from transactional interactions to transformational consultations, by applying the principle of Kaisen is a process, not an event. 

4Front commits to the agreed terms and conditions for the duration of this segment of the agreement, and you (The Company Client, Team Client and/or Individual Client) commit to staying in the process for at least the duration of the agreement.

Our work together will focus on supporting you and your team to facilitate the best outcomes as you and your team represent your Pharmacies at the forefront of the pharmacy industry.  Together we will explore how best to support you and your team so that your pharmacies  becomes renowned for '___________.' 

This programme is an ONGOING leadership, training and culture change programme, and as such, is only suitable for service driven, forward orientated pharmacies, whose leaders are committed to continually developing the knowledge, skills, attitudes and behaviours to move from transactional to transformational  leadership and consultations at the pharmacy counter.

Mine, yours and your Pharmacy Business learning and development goal is to enable you to consciously create positive experiences in all your interactions, so all team members, clients, patients and customers leave with a feeling they were treated in a caring and professional way, by a caring, knowledgeable colleague/staff member, led by a pharmacist who is approachable, accessible and trusted.  

Each member of your team has individual strengths by which you contribute to delivering your Pharmacy’s Customer Promise.  Part of our work together will be to provide you with the knowledge, skills, evidence, support and structure to explore what each person’s  natural and most powerful way of contributing is and how this supports each team member in your pharmacy to live your collective mission, vision and values.

How Much Time Should Be Allocated for Successful Engagement?

This depends on the scope, depth and breadth of the engagement, the urgency and importance of the programme outcome and the degree to which this programme empowers, enables, engages and equips leaders and teams to fulfil their highest priorities and achieve the results they are responsible for delivering. 

Typically, our most successful leaders allocate dedicated time for

• personal growth, including 121 coaching, reflection to identify key areas for growth and integrate knowledge and skills, 
• team growth, including team meetings, team training, team coaching, team reflection, strategising and action planning.
• growing others, including 121 meetings between the leader and each team member, co-creating growth plans, agreeing implementation strategies, outcome measures, responsibilities, supports and accountability structures. 

Leaders are responsible for engaging the growth of themselves, each team member and the team as a whole, enabling their teams to be accountable to achieving agreed outcome measures. 

In addition, skills training (e.g. product knowledge, consultation skills etc.) typically requires an average of 1hr per week e.g. approx. 30 mins online training plus 5 min PIL review and live training).  All participants are expected to take personal responsibility for integrating the learning into practice and meeting agreed outcome measures and their line manager takes responsibility for acknowledging their team member's progress, and if progress stalls, engaging with that team member to identify and address barriers.

What Support Will Be Provided to use the Online Portal?

Private Client Access

Everything each staff member will be using from 4Front Pharmacy (tools, forms, schedules, documents, resources, etc) will be housed conveniently on a secured and confidential “Private Client Website”. Upon enrolling for the programme, each person will be given a unique username and password and demonstration of online resources will be provided.  

Each member will have convenient access to their “Private Client Website” area to access, review and/or update the content, tools, documents, resources, assessment forms etc that we’ll be using throughout.

You will need to provide the following information about your staff members so we can set up each member with their access information and further instructions once we begin:

• First name
• Surname
• Email Address
• Role
• Location

Through this Private Client Website each person will be provided with access to the

• Welcome Page
• Online topic material
• Courtesy email reminders as agreed
• Self-study leadership modules for L.E.A.D. Programme
• Individual or team profiles (as agreed)
• Private Client Log, in which each person will have access to me so that at any time they have questions, become stuck or care to share key insights, we are available to each of them.
• Progress reports we pre-agree to share with the team

 Key Success Ingredients to Optimise Your Return on Time, Energy and Financial Investment

• The programme is aligned with your personal, professional and business
• Involve all participants from the start 
• Clearly communicate your vision, expectations, measures of success and accountability (This applies to the Company Client AND each Team Leader)
• Prepare learners for performance dip
• Allow sufficient time for leaders and staff to practice new skills
• Follow the programme structure.  It is specifically designed to promote learning retention and recall
• Facilitate peer review and continued conversations within the pharmacy aligned with the topic
• The team commits to each other, the journey / training, dates, timely assignment completion and to transfer the learning into action
• The team does the work, is open to learn, ask questions, to share experience and expertise and accept feedback (especially positive!!!) 
• The owner champions the programme, the staffs ability to complete it and we work together to address any concerns
• The owner keeps 4Front informed of promotions & events to ensure content is tailored to best serve specific requirements
• 4Front and the owner keep each other updated with agreed performance KPIs, and we work to keep the team informed of their progress and maintain accountability for deadlines

Maintaining Results Post-Programme

Achieving a world class learning and development culture, and applying the principle of Kaisen for achieving sustainable growth is an ongoing process. 

At the end of this agreement, you commit to either continue your engagement with 4Front as your learning and development partner or to continue to maintain momentum, accountability and focus on the learning and development journey using internal resources.

You recognise that progress made and results achieved during the programme will gradually dwindle and eventually fade away without continued focus and attention.  You commit to accurately acknowledging the benefits and value of engaging in this learning and development process. 

You commit to owning responsibility for any dwindling of results if you choose to shift your focus elsewhere post- programme completion.      

This programme is about you and your team taking positive action to experience transformation.  Given the evolving nature of the world in which we live and work, ongoing evolution and transformation is required to stay relevant.

4Front is passionate about supporting pharmacy excellence and it is our honour to work with you, to benefit your business, your staff and patients to transform the impact of  your team at the heart of your community.