This month Retail Pharmacy Assistants spoke with the PA based in Queensland about her career highlights, challenges, and tips for other PAs.
How long have you been working in retail pharmacy? What is your current position/role?
Twenty-seven years. Gosh, that makes me sound old! I started as a trainee. I did my Cert II as a traineeship, then Cert III when I wanted to work as a dispensary tech, and then Cert IV when I was given the role of retail manager. I’m now working as a business manager after further studies in business and psychology.
What would a day in your life look like?
After a class at the gym or walk on the beach, I have my morning coffee while watching the news, checking emails, and doing a rough plan for the day. Then it’s getting the family sorted and heading to work. Often a phone call to family or friends while driving to work, hands-free of course!
Once I walk in the door, I usually hit the ground running. The store has been open for half an hour already, and every day is a mystery. This is one thing I love about the industry: one day is never the same as another. I love greeting the team by name when I start, and then as others start, and asking them something that personally relates to them. The team is important to me, and knowing how they are and where they’re at is critical.
I check the diaries and then organise the team goals for the day. These goals need to be adaptable and achievable, and changes often need to be made.
I communicate with the team throughout the day in various ways. We have a brilliant rostering program that has a news forum, which makes it simple and real-time to anyone.
How did you come to work within the industry? What drew you towards a profession in retail pharmacy?
My mum was the one who applied for the trainee position at the time, as she thought it would be better than me working at Coles. I wasn’t sure at the time, as all my mates were at Coles, but when I went for the interview and saw how nice the pharmacy was, I changed my mind.
What have been some of the highlights in your career as a pharmacy assistant so far?
I won ‘trainee of the year’ when I completed my traineeship, which was pretty exciting at the time and made me want to continue in the industry. The pharmacy I was at for 23 years also won a few awards in their banner group, as well as me receiving [one for] retail manager.
[Other highlights include] always being involved in supporting charity groups while in pharmacy, and we’ve been recognised for these achievements, and helping some amazing colleagues also reach their goals in their careers, doing certificates and extra studies and encouraging them.
What has been the most challenging part of working as a retail pharmacy assistant?
Covid in 2020 was a challenge. The things that were thrown at us were nothing like we’d seen before. it was mostly because of the unknown and the rapid changes that were happening everywhere. We were on the frontline and being challenged on every level. This was definitely the year I felt out of control. With an amazing team and good foundations – not just at work but at home as well – we got through it. Again, it came down to good communication, planning and basically keeping in contact with the team.
Is working in retail pharmacy something you think you’ll be doing in the long term?
Absolutely! I think the industry has sucked me in. I love my days of working with the owner, pharmacists, assistants, company reps, and mostly my patients and the community.
Yes, there are moments I roll my eyes – what job doesn’t do that? The best part is the connections that are made with people to make them feel better, happier, healthier or safer. That’s what I love the most.
How important is ongoing professional development for retail pharmacy assistants?
Very important. I never stop looking to expand my knowledge base.
How would you describe working as a retail pharmacy assistant to anyone new to or considering the profession?
You’ll never be bored – get a mentor! I’ve had two fantastic bosses – owners of the pharmacy – in my career who’ve supported me.
What is your advice to other retail pharmacy assistants in terms of achieving career goals and stepping up within the industry?
Go for it! It isn’t easy, but it is fun. And ask questions. If you want to learn more, ask!
Retail pharmacy (and the healthcare industry) has faced some serious challenges over the past 18-plus months with Covid. What were some of the things that helped you and your team members get through these difficult times? What’s your advice on overcoming challenges?
Communicating as a team. And the community – listening to their concerns and being proactive. Do webinars, don’t stop reading Guild journals and communication from your groups/banners. Listen to the news: this is what your community is listening to. Be aware of what’s going on in your community and other businesses – not just what other pharmacies are doing, but what other retailers are doing.
Where do you see the industry headed in the next few years?
I hope to see the increase of professional services and value being attached to these.
If there was one thing you’d like to change/improve about the industry, what would it be?
I would love the industry to be more recognised for what we do on the frontline and for the healthcare industry.
This PA Profile feature was originally published in the July issue of Retail Pharmacy Assistants e-magazine.
