This month Retail Pharmacy Assistants spoke with the Queensland-based retail manager about her career highlights, challenges and tips for other pharmacy assistants.
How long have you been working in retail pharmacy? What is your current position/role?
I started working in my current pharmacy 33 years ago. My current role is retail manager/sleep apnoea consultant.
Talk us through what a day in your life would look like.
My day starts off with doing a walk around the floor to make sure the store is presentable. I make sure I speak with my team and work with them to organise a list of jobs that need to be done for the day. Serving customers is always a priority – supporting the dispensary and working on improving the sleep apnoea business by talking to as many customers as I can.
How did you come to work within the industry? What drew you towards a profession in retail pharmacy?
When I was at school, a family friend worked in pharmacy, and I thought, that’s what I’d like to do. I completed a Pharmacy Guild course in the school holidays prior to finishing school. I really enjoyed my week of work experience, talking with customers. I visited many pharmacies to try and gain employment and was lucky enough to land a position as a pharmacy assistant at this business 33 years ago.
What have been some of the highlights in your career as a pharmacy assistant so far?
So many things have changed in pharmacy since I began my career. The store I work in started off in a strip shopping centre, and after 10 years the shop was moved into a shopping centre, which I helped to set up. Completing my Certificate III in retail management, I was nominated for the Amcal Queensland Retail Manager of the Year award, which I won, and I went on to win Amcal National Retail Manager of the Year. Recently our store put in a dispense robot, which was another new experience and a highlight.
What has been the most challenging part of working as a retail pharmacy assistant?
There have been many challenges with changes in the scheduling of products – for example, pseudoephedrine and codeine products. When Chemist Warehouse opened and other discount brands came into the pharmacy market, this was a big challenge. Keeping our teams motivated can always be challenging, especially when things like Covid hit. I find that pharmacy is forever evolving, and that keeps me on my toes, which some days can be challenging.
Is working in retail pharmacy something you think you’ll be doing in the long term?
I’ve now been in the industry for 33 years. I think what has kept me in the industry, and will for a few more years yet, is that it’s not the same every day. I love my work, which includes so many different areas in pharmacy that you can branch into. With so many more professional services now being offered in pharmacy, I’m looking forward to learning more.
How important is ongoing professional development for retail pharmacy assistants?
It’s very important for staff to be given the opportunity to do more training and help develop their knowledge. Having knowledgeable staff improves our customer service and the health of our customers. With pharmacy ever-evolving, there’s so much to learn.
How would you describe working as a retail pharmacy assistant to anyone new/considering the profession?
Retail pharmacy is a great profession with so many opportunities available. There are so many areas – customer service, beauty, vitamins, professional services such as sleep apnoea, and management roles. It’s a job where satisfaction is there, knowing you’ve helped someone with their health.
What is your advice to other retail pharmacy assistants in terms of achieving career goals and stepping up within the industry?
If you’re working in pharmacy now, my advice to you is to do all the training that’s offered to you.
Retail pharmacy (and the healthcare industry generally) has faced some serious challenges in recent years. 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?
Constant communication with staff and management is key. Keeping a positive attitude and reassuring environment for our staff. Lots of lollies. Having a supportive pharmacy network also helps.
Where do you see the industry headed in the next few years?
I see pharmacy becoming a major health destination focusing on professional services. With more patients not being able to get appointments with doctors, they’re going to be relying on pharmacy a lot more for advice
If there was one thing you’d like to change/improve about the industry, what would it be?
Pharmacists and pharmacy assistants are always undervalued in the community, and I’d love the world to know how wonderful we are.
This feature was originally published in the October issue of Retail Pharmacy Assistants e-magazine.
