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Knowledge is key

Recognition of Excellence 2016 bookmark icon off

Knowledge is key

Sonia Cope is committed to learning, realising that it is the key to providing customers with exactly what they need

Sonia Cope of LloydsPharmacy’s Rupert Street branch in Bolton, Lancashire, was awarded Highly Commended in the Counter Intelligence category. Sonia’s entry was brimming with examples of how she has used her training to provide customers with what they need, regardless of the circumstances.

For instance, there was the regular customer who phoned from the other end of the country because she didn’t have enough medicine and Sonia put her in touch with a nearby pharmacy so she could obtain an emergency supply. And the customer who Sonia advised to seek medical help rather than buy the ear drops she asked for and then ended up having corrective surgery. So many of Sonia’s examples were on a different level, such as the woman who felt pressurised into buying emergency hormonal contraception but realised at the pharmacy that the decision was in her hands and nobody else’s, and the girl who couldn’t face going to the GP but confided in the pharmacy team that she was a victim of domestic abuse and accepted a referral to the mental health team.

And it isn’t just customers who benefit. Sonia encouraged a work experience girl to seek support when she revealed that she was having problems at home, and came back to express her gratitude for getting her to seek help with depression.

As Right Medicine Pharmacy retail head and judge Richard Stephenson put it: “Sonia demonstrates experience and knowledge on so many levels.” But Sonia says that she is just one member of a great team, and is delighted that her award gives them all the recognition they deserve.

 

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Recognition of Excellence 2016

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