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10 INDUSTRY EDUCATION SELF CARE CRUCIAL IN TIMES OF CRISIS PBy Colm Maguire, Group Executive, Member Services and Innovation Group, Pharmacy Guild of Australia. harmacy assistants across supportforpharmacists.org.au. the country recently have The PSS volunteers are supported faced some of the busiest and by a part-time secretariat and a most stressful times they’ve consultant psychologist who assists yet encountered working in their with the supervision and training of the community pharmacies. The COVID-19 pandemic has brought panic buying from patients, abuse from some customers and long working hours for staff, as pharmacies strive to meet the needs of their patients. As pharmacy assistants, you’re often the first people these patients meet when they come into the pharmacy. It’s usually up to you to enforce the social distancing rules, to try to calm them down until they can be served, to explain the delays they may face, and so on. None of you, no matter how long you’ve been pharmacy assistants, would have been prepared for COVID-19 and the impact it has had on everyone’s life. And while pharmacy assistants and all the staff in community pharmacies have once again stepped up, as was the case during the recent natural disasters, this time there’s a difference. Unlike the praise you may have received for your work and commitment during those emergencies, this time pharmacy assistants and other pharmacy staff are increasingly subject to abuse and at times violence from a small number of patients. There are obvious explanations for this behaviour from patients. They’re stressed, uncertain as to their future, scared. But none of this in any way excuses bad behaviour towards pharmacy assistants and other pharmacy staff. It all adds to the huge stresses you’re already under, trying to meet the unprecedented demand in the pharmacies in which you work. And the real fear is that in your total commitment to your patients, you may be neglecting your own health and wellbeing needs. As pharmacy assistants, you’re understandably stressed, and your wellbeing is suffering. The danger is that you’re neglecting to address these issues, such is your focus on, and dedication to, your patients. In addition to the stresses of facing a hectic workplace, pharmacy assistants also have to deal with the same challenges as the rest of the population in dealing with the COVID-19 crisis. You have colleagues, family and friends who may be getting sick. You have families self-isolating. You have friends needing help. You also have to battle shortages of goods in supermarkets. For pharmacy assistants and other pharmacy staff who have issues and who are stressed by the current day- to-day pressures and interactions, it’s recommended you seek professional help. During the COVID-19 crisis, the Pharmacists’ Support Service (PSS) has been extended to offer support to pharmacy assistants and all those working in pharmacies. Your profession is lucky to have a service such as this, which is dedicated to the wellbeing of those in the pharmacy profession. The PSS is a telephone helpline that you can call any day of the year between 8am and 11pm. The service is provided by trained volunteers who are all current or retired pharmacists. The number to call is 1300 244 910. For more information and to find some useful resources that may be helpful, visit the PSS website on volunteers who take the calls. It’s there for you when you feel you need help. Over and above this excellent service, some pharmacies and banner groups have access to other resources to help pharmacy assistants through difficult times and people should never be hesitant in accessing them. Of course, there are other ways to help deal with stress and enhance wellbeing. Meditation is a proven method and can be practised in quiet solitude, often with the help of an app. Exercise is also important, but in the current environment must be undertaken within the limitations of social isolation or social distancing. Some people find listening to music or watching films or shows on TV help to relax them and ease the strains and pressures of the day. Any hobby or activity you enjoy can help improve your wellbeing during these times. But if these don’t help to ease your stress, seek professional help. Mental Health Australia also points to some important areas in helping to keep healthy: • Stay active • Eat well • Connect with others • Limit coronavirus media consumption (and choose trusted sources) • Try and keep to a routine and make it fun. Looking after one’s own health has never been more important. This is especially so for all staff within pharmacy. Your patients are increasingly turning to you for help, but you cannot help your patients properly if you’re not well yourself. As a nation, we owe you a huge debt of gratitude for all the great work you’re doing during this crisis: dealing with patients, helping run the pharmacy and, importantly, coming up with ideas and implementing innovations to ensure your pharmacy continues to operate and be accessible to the community. So, a big thank you to you all. RETAIL PHARMACY ASSISTANTS • MAY 2020