Page 11 - Demo

10 INDUSTRY EDUCATION RESILIENT IN THE FACE OF CHANGE BTy C o l m M a g u i r e , G r o u p E x e c u t i v e , M e m b e r S e r v i c e s a n d I n n o v a t i o n G r o u p , P h a r m a c y G u i l d o f A u s t r a l i a . he coronavirus pandemic has changed the lives of nearly everyone, with social and business norms turned on their head in an incredibly short period of time. Coping with change or crisis is never easy, and this situation has tested not only local communities but also the global one. As pharmacy assistants, you’re our frontline health professionals helping patients every day with information, medicines and advice in conjunction with your pharmacist colleagues. And we know it isn’t easy for you. The way your pharmacy operates has changed. Routines that have become a part of your working life may have been thrown out the window in the quest to safely and efficiently deal with the challenges that COVID-19 presents. And of course, like everyone else, you’re dealing with issues of distancing from people in the pharmacy, not mixing socially with people, staying at home, and perhaps even coping with someone you know is ill with the virus. Words you may have heard used a lot during this crisis are ‘resilience’ and ‘hope’. Then there’s also the opportunity for ‘innovation’ and ‘creativity’. These words have significant meaning. Hope is defined as an optimistic attitude of mind based on an expectation of positive outcomes, while resilience can be seen as the ability to recover from negative events without succumbing to despair. Regardless of their definitions, these two words are what will help you get through this crisis. When upheld with the ideas and innovations you’ve all supported, we’ll see a different community pharmacy on the other side and one galvanised by these events. During a time like this, these traits are important and can help you and the pharmacy you work in emerge from this crisis with new focus and perhaps better and more efficient ways of operating. Resilience and hope mean that when the going gets tough, you not only face and meet the challenges, but also learn, develop and grow throughout the process. It means, rather than despairing, you get through this better by using the experiences and learning from them. Interaction with patients has changed dramatically. Distancing rules and the need to protect staff and patients mean strict protocols are in place, which may take a bit of getting used to. But does that mean they can’t be adapted to help run the pharmacy more efficiently in the future? Panic buying has seen some stocks run short and pharmacies have adopted new methods of stock control to help ensure all patients get the medicines they need. Some of these measures could improve your pharmacy’s business operations in future. One thing that will always remain is the relationship and trust your patients have in you. Therefore, the advocacy and attitude with which you hold yourself throughout this pandemic will also assist the new environment and comfort your patients. Telehealth is making a big impact, which may mean a dedicated area in the pharmacy is devoted to this function, one that will continue long after this crisis has passed, and may even herald a whole new revolution in pharmacy and health management of patients. The way prescriptions are presented is changing, with electronic prescriptions in some forms now accepted. This change will continue to evolve and could in time herald the end of the traditional script as we know it. These changes have been forced on you quickly and often without much preparation, but if you grasp them and learn from them they can help you and the pharmacy to emerge at the end of this tunnel in better shape than pharmacies that don’t grab these opportunities. Many of the initiatives emerging from this crisis have lived in many of the concepts or innovative ideas I’ve seen presented over the past two years as a judge in the Pharmacy Assistant of the Year competitions. Resilience in the face of these changes can result in positive outcomes. Reluctance almost invariably leads to negative outcomes. But while resilience is important, its strength is magnified when combined with hope – hope that what we’re going through will end, and what will emerge, although it may be different, will certainly be stronger in many ways, and smarter in some. Hope is the driving incentive to keep going. It’s the natural human condition that keeps us going in rough times. I urge you to focus on this strongest of emotions to give you strength and optimism. You and the pharmacies you work in are great examples of being prepared, responsive and helping everyone hope for the best. RETAIL PHARMACY ASSISTANTS • JUN 2020