Like many people, Deepali Bij’s career in pharmacy started with a Saturday job. Little did she know that just a few years later she would be winning TM’s Counter Intelligence Award

While studying for a degree in psychology, Deepali Bij started a few hours work on the tills at the Boots store in Derby’s Intu shopping centre to bring in some very welcome extra money. Little did she know that a few years later she would win TM’s Counter Intelligence Award. Deepali says: “There are quite a few awards for pharmacists but support staff literally support the pharmacists and so it is really nice that I, and all the other finalists, have been recognised for what we do.”

It wasn’t an easy start for Deepali, who was initially rejected when she applied to move from general sales to the pharmacy counter, on the grounds that she had no experience. Undeterred, Deepali started shadowing healthcare assistants during her work breaks as a way of gaining some understanding of what life in pharmacy could be like, and her initiative impressed the healthcare manager so much that she was granted her transfer from the tills.

Determined to prove that this was the correct decision, Deepali completed her medicines counter assistant training in six weeks – again, in her own time – and after a year was promoted to the role of healthcare consultant. This makes her the first port of call for her colleagues with queries about products and health issues that can be dealt with using OTC products. She achieved all this, while completing her undergraduate studies and moving on to read for a Masters degree in health psychology.

Deepali’s drive really shone through to the Awards judges. Avicenna chief executive Salim Jetha commented “she is very much selfmotivated” and Tipping Point consultancy founder Deborah Evans applauded her for being “committed to the role” and “tenacious”.

Deepali can recount many cases in which her expertise in all things OTC has improved patient outcomes, but one such example involved a customer seeking help for dermatitis on her hands. With careful questioning, Deepali discovered that the woman was a hairdresser and deduced that she had had a reaction to a hair dye. By providing advice not only on how to relieve the immediate symptoms, but also protect her skin in the future, Deepali made sure the woman was able to return to her work as soon as possible without fear of a repeat occurrence.

Judge and National Pharmacy Association (NPA) head of pharmacy services Leyla Hannbeck said that this incident showed excellent counter intelligence, while Numark’s Mimi Lau praised Deepali’s “tailored and personal approach” and Vittoria Healthcare’s Joanne Taylor said she “showed an in depth knowledge of the subject”.

Going the extra mile

Perhaps it is unsurprising that someone who has been studying alongside working in pharmacy has such a keen interest in staying up to date, but Deepali goes beyond the odd training module by also reading pharmacy journals so she keeps abreast of the news as well. She says: “I’m always keen to expand my knowledge base about both medicinal and non-medicinal products, but I like to read around subjects so I further my understanding in other ways. It means I can provide safe, relevant and helpful advice to my customers.”

Deepali has now also started working as a dispensing assistant – completing her training in just two months – on a relief basis for Boots stores in and around Derbyshire. Deepali says: “I am intrinsically motivated to do the best I can for people’s health, and if that means training myself every other weekend to know my stuff, then I am prepared to go the extra mile.” Awards judge and former NPA chief executive Mike Holden put his finger on exactly what makes Deepali special, describing her as “committed, caring and with a desire to constantly improve knowledge and skills”.

I am intrinsically motivated to do the best I can for people’s health, and if that means training myself every other weekend to know my stuff, then I am prepared to go the extra mile