How did you get started in pharmacy?
I started my career in pharmacy while living in Tully, which is located between Cairns and Townsville in Far North Queensland. At the time I was taking part in the Better Baxter weight management program, which was facilitated through the pharmacy. They offered me a job – and that’s where it all started. I was there for 8 years, in 2005.
My husband and I moved to Cooktown in 2013 when he was offered a job. I found employment in the local community pharmacy working for Nick Loukas. Cooktown is a small, remote town with a population of just over 2,000 people. Working in the pharmacy we would often receive S100 or Section 100 Aboriginal Community Reports which really helped to show the difference you’re making to the local community by packing their medications.
I remember once I went to the mouth of the local river and an Aboriginal woman was sitting in the shade, she had a billy with some tea and a Webster pack. I sat next to her and we spoke for two hours about her life, and what her role was in the local community. I told her that I had packed that webster pack for her and she then explained to me the huge impact these medications have had on the community – and shared so much about her life with me. It was a great experience, learning that what you’re doing in the pharmacy is having such a positive effect.
When Nick purchased Alive Pharmacy in Calliope my husband and I packed up again and moved to the Gladstone region where I am now the Retail Manager.
What qualifications do you have?
I completed my Certificate IV in Community Pharmacy earlier this year and I’m currently studying a Bachelor of Nutrition. My goal is to be able to offer nutrition solutions to the community through the store. Although – I would love to take on more in Dispensary as well.
How do you think training has benefited you in your career?
The Certificate IV in Community Pharmacy was great, especially the components around staff management and overcoming challenges with customers. Sometimes you do get a disgruntled customer in the store and you want to have the skills to be able to turn that situation into a positive one.
Participating in training also provided me with the skills to be able to help educate the team. I currently deliver an in-store internal newsletter that’s used to highlight new products and information which I share at staff meetings.
Who did you complete your training?
I completed my training through The Guild. Sheree & Sharyn were my trainers, and there was so much support from both of them. Nothing was ever too much trouble and I was never made to feel that I wasn’t on the right track. The encouragement was truly amazing.
Tell us about your PATY experience so far?
Can we do it all again!? Working in such a small community, it’s been so wonderful! There was a story in the local paper about me and I was wearing the Queensland finalist badge. I’ve been given flowers and corsages – it’s all be so lovely – just knowing that you’ve made a difference and an impact within the community. Customers have been so excited about my win as they really feel it has put Calliope on the map.
What was the workshop day like?
I just wish every pharmacy assistant had a chance to do it! I never felt like I’ve had such a strong connection to other Pharmacy Assistants – and in such a short time! It wasn’t a competitive environment, it was just so supportive. And Kathy made everyone feel so at home, she’s a natural. She managed to keep everyone’s attention throughout the session. I think every Pharmacy Assistant needs to take part or experience something similar during their career.
What were you most apprehensive about?
I was so nervous leading up to the day! I think everyone was though. But Kathy was there as we walked in, welcoming everyone from the start. The nerves went away pretty quickly after that, I guess it all just comes from not knowing what to expect.
What were you most excited for?
It was exciting to know that we were going to be apart of a day basically dedicated to us! We had gotten so far so it was just amazing to be there! Really – it was a day to celebrate Pharmacy Assistants, where we were able to come together and say, “Hey, we do make a difference and we are good at what we do!”
I really want to get in touch with the Top 20 finalists next year and tell them it’s going to be an amazing day – just to reach out and offer some support. I really just learnt so much from the entire experience.
What did you learn in the workshop?
It was great seeing all the comradery between the finalists. Participating in the role plays was great and there were so many different topics to work with. It was an incredibly valuable experience working with the other participants on brainstorming activities and to see us all coming together to achieve a common goal was fantastic.
Would you encourage others to participate in PATY in the future? Why?
Absolutely. The whole experience has been amazing. When you receive that letter in the mail and find out you’ve been nominated – just knowing that someone has acknowledged you and wants to show you how much they appreciate your hard work is incredible. It really gets you motivated to start thinking about the future and opens up a chance to talk about issues we face in the pharmacy.
One thing I think being involved in the PATY process gives you is the confidence to talk to the customer and start important conversations about their medications. As a result, and with the upcoming changes to codeine rescheduling I found it timely to assess pain management processes for customers in our store, so I created a spreadsheet that provides alternatives for pain relief.
What do you hope to achieve?
I really believe we need to celebrate Pharmacy Assistants more – both the profession and the individuals on a much greater scale. We need to let the communities know how educated pharmacy assistants really are continue to be and how passionate we are about our profession.
What do you love about pharmacy?
I truly love the customer service side of working in the pharmacy and knowing that you’ve made a difference – whether it be a bandage or a prescription. The conversations that you have with customers – especially when working in a small community – is wonderful. You get to know everyone and there’s a familiar face to greet customers when they visit the store. They are here because they aren’t feeling great and it’s satisfying to know we can help them.
What don’t you love about pharmacy?
Seeing our regular older customers getting old is the worst thing about working in a pharmacy. It’s really sad to watch them come in less and less, and I just wish we could be there for them a bit more.
When you love what you do it’s not hard. The ultimate goal is to just get everyone who needs our help get healthy. I firmly believe you’re responsible for the outcomes of every customer interaction – you have the power to change something negative. I just really love what I do!
Plus, the support that I get from the owner, operations manager and Pharmacists of the pharmacy really helps with how I manage any issues that may arise at the store. I feel so lucky that Nick is encouraging and sharing with everyone.
Overall – the confidence that I’ve gotten out of participating in PATY has made such an impact in my day to day life and career. It is truly one thing that I think every pharmacy assistant should be involved in. I can’t wait to go to the PA Conference to continue this journey and meet the other finalists.