Shoppers Drug Mart says it doesn't have medication review targets, but records show it does

In January, a Shoppers Drug Mart district manager in Ontario wrote to store owners in his area to express "deep disappointment" in their performance during the first week of 2024. 

"Despite clear plans and expectations, it is evident that we fell significantly short of our targets," reads the email obtained by CBC News. 

The email is one of dozens of internal records frustrated pharmacists from across the country provided to CBC News to show that the pharmacy chain has targets for professional services like medication reviews — and corporate management pressured pharmacy owners to meet those numbers.

This despite president Jeff Leger's denial last month, when he told CBC News: "We don't have targets or any other kind of element like that." 

Leger's statement struck a chord with more than a dozen of the chain's current and former associate owners and pharmacists, who confirmed the existence of targets for professional services, and pressure to meet them.

"It was really disturbing to us as associate owners to hear that from the president," said Philip, a pharmacist and associate store owner with Shoppers Drug Mart. "Philip" is a pseudonym. CBC News is not identifying him and other pharmacists interviewed for this story because they fear reprisal for speaking out.

"We have brought this up many times starting last year that there shouldn't be any targets or quotas when it comes to professional services — and in particular for medication reviews." 

Medication reviews are meetings between a pharmacist and a patient to go over their prescriptions and ensure they're taking the right combination of medicines. Anyone who takes at least three medications for a chronic condition, is living in a licensed long-term care home, or is receiving treatment for diabetes is eligible for a medication review in Ontario under the province's MedsCheck program.

"The pressure was extremely intense," said Curtis, a pharmacist and former associate store owner whose franchise agreement was terminated in the last six months. 

"They were essentially monitoring performance records weekly and if you were not hitting your weekly billing numbers, you were requested to come up with business plans and somehow come through with those billing dollars at the end of the day."

CBC News requested an interview with Leger about his claim the company doesn't have targets for medication reviews, but was told he was not available.

In an email statement, a Shoppers Drug Mart spokesperson said "we stand by our previous remarks."

"The decision to deliver a professional service, such as a medication review, must be made by the pharmacist using their judgement," wrote spokesperson Catherine Thomas.

"Our role is to assist associate owners and their pharmacy teams to deliver these services. That includes working with the associates on a yearly plan that is specific to the pharmacy's unique situation and patient needs in the community."