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PATY 2019 WINNER 27 By Brianne Lowe, 2019 Pharmacy IGuild of Australia/Maxigesic Pharmacy Assistant of the Year. remember I was keen to learn but absolutely terrified of the family planning aisle when I first started in pharmacy 16 years ago. I’m ashamed to say I may have even ‘rocked off’ with my colleagues to determine who had to fill up and pull forward the pregnancy tests. I was apprehensive due to my lack of knowledge, but I also doubted I had the emotional maturity to engage in a difficult conversation with someone who may have been just as terrified as I was. As it turned out, all I needed was a little encouragement from a senior staff member. I was 18 when my manager at the time questioned me on why I was so uncomfortable. She taught me that women came to our pharmacy for advice, support and understanding regarding sensitive issues. From embarrassed teenagers to soon-to-be mums, through to mature-aged women, it was important they were all treated with respect and not avoided like the plague. I didn’t need to have all the answers, but I had to be sincere, empathetic and do my best to support the customer to make the right decision. Simple but effective advice. Not everyone is on the same journey Returning a positive pregnancy test result may be unexpected or the end of a long and stressful process to fall pregnant. When customers are browsing or inquiring about pregnancy tests, it’s important that we remain professional and factual about how each product works. I always go back to the old ‘features and benefits’. Don’t be afraid to ask questions, but try not to judge or offer your personal opinion, unless you have experience using an in-stream or dip test. It’s common that someone who may be buying pregnancy tests or emergency contraception may be emotionally affected by the situation. Offer them a safe and private space within the pharmacy to have a discussion with the pharmacist. Taking it to the next level After I embarked on my own quest to start a family, I started to realise the pressure women feel when seeking advice and help with regards to conception. Another thing I noticed is that everyone has an opinion and believes they know best. So, while it’s important to provide the correct advice, you should also encourage the customer to make the decision that makes them feel the most comfortable. Remember to ask open-ended questions about tracking their ovulation and what other steps they have taken to help boost fertility. This is a great opportunity to discuss men’s and women’s fertility or conception supplements, as well as ovulation test kits and sperm-friendly lubrication. Knowledge is power Your pharmacist and baby nurse are a great source of information and will help to build your strength in knowledge. In each pharmacy there is usually a ‘go to’ pharmacy assistant for each category in the store. If this is you, then pass on your wisdom to other staff. Ask them to stay while you interact with the customer, then explain why you recommended certain products. We need to support and encourage younger pharmacy assistants coming through the ranks. The best way to empower them is with knowledge and support. We were all young and clueless once, until someone took us under their wing. RETAIL PHARMACY ASSISTANTS • JUN 2020