Here are ten ways (in no particular order) to identify someone who does an outstanding job and provides the best possible service to patients:
1. They do their homework: Continuous education is key in keeping up to date with treatment guidelines and procedures. An excellent pharmacist reads up and stays afloat on the newest trends ideas and regimens. They read up and are clued up. "I don't know" is rarely on their tongues.
2. They ask insightful questions: this requires deeper understanding of the problems patients can pose and it is strategically set out to reach an optimal desirable therapeutic end. Patient history to gain basic insight is crucial for diagnosis and treatment selection (basics) but building patient trust with thought provoking, meaningful specifics & information (deeper) is essential to adherence and ultimately therapy outcomes. Insightful questions reveal experience, knowledge and flexibility in tailoring treatments.
3. They are empathetic: They put themselves in the patients shoes to understand challenges arising. When you tell a patient to take medication six times a day, practically what does it entail? Have they tried it for themselves? Having to wake up at night to take a dose? An excellent pharmacist would add tips on how to achieve the task at hand. Setting alarms on your phone, asking a relative to remind you, and keeping a small pill container in your purse or pocket are a few examples.
4. They are open to dialogue: this might seem obvious, however when routine kicks in and pharmacists develop a comfortable road map to executing a counselling task for example, the dialogue tends to go one way and is more of a lecture to the patient. However to include them in treatment regimen, dialogue must flow in both directions. Questions and answers from both parties reveal a mutual, cooperative partnership and intentionally engages commitment To achieve therapy goals.
5. They know their value: most pharmacists add tremendous value to their patients therapies and health care in general. However an outstanding pharmacist will let it transpire. A lot goes unnoticed behind the counter and an unsuspecting patient won't know half of it. With effective communication (verbal and nonverbal) an outstanding pharmacist will demonstrate the value they add. This may be in the form of gestures/ postures and mannerisms, or statements, suggestions and questions, confirming and reassuring patients; all wrapped up into a pleasant, & superior experience.
6. They follow up: after a while working at a pharmacy, pharmacist will recognize patients on a name basis. They develop a relationship and know more and more about their patients. Outstanding pharmacists follow up on even the non prescription items they had suggested or opted for their patients' ailments not long ago. This contributes to building patient confidence and trust as they feel valued and of importance. They are noticing the intentional care and appreciate the follow ups. Outstanding pharmacists give a phone call or write an email response.
7. They are confident: they do not need anyone to validate their skill. They are not out to please or be liked but to do an excellent job. Sometimes that requires saying no and being firm. Patients, practitioners, or nurses who push their luck and abuse favours will be reprimanded and kindly turned down by outstanding pharmacists who hold their ground. They know their scope, limits and boundaries for better and for worse. They aren't afraid to keep them.
8. They are team conscious: working in health care is NOT an individualistic or selfish job destination. You must and will form part of various teams. Outstanding pharmacists are inclusive. They know to include nurses, specialists and GPs on their wagons and do not self-limit their processes. If a patient requires additional assistance, they refer, call, ask and inquire from their team. Taking decisions alone can be detrimental to patient therapy and they know it.
9. They are resourceful: being part of a team is one thing but being in contact and having the correct resources to refer or inquire about anything is crucial to outstanding pharmacists. Poison control, emergency numbers, specialist practises and the promotional discounts/ cost cutting strategies are things that an outstanding pharmacist should know!
10. They love their job: passion is inextinguishable. When they do what they love and love what they do, it shows. It's appreciated and the positivity of it all is communicable and transferable To others. Patients will feel the energy, see the love and experience superior service emanating from passion. Outstanding pharmacists intuitively bring a 'come back to me' feeling to their patients every time.
There it is. Ten of the things that make this special breed seldom utter the phrase: "I don't know".
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