Charlotte Burls is using her knowledge to push LloydsPharmacy to the forefront of innovative services and systems

Charlotte Burls has an unusual role, spending half her time in the dispensary of LloydsPharmacy in Wantage, Oxfordshire, and the rest as a “change coach”, helping other branches develop the skills they need to deliver the electronic prescription service (EPS). She is so successful at the latter that she will soon be doing it full-time, helping branches integrate other new systems, services and technologies into their day-to-day working. This work saw Charlotte being awarded Highly Commended in the Outstanding Contribution category, sponsored by the National Pharmacy Association.

EPS has made a big difference to the patient care provided by stores, as has the training and monthly exams to ensure staff are up-to-date, says Charlotte. She adds that pharmacy has enjoyed a higher profile in the local community since new services such as health MOTs and asthma checks have been rolled out.

On a more personal level, Charlotte makes sure she provides a great service at all times, and strives to be supportive of all of her customers and their differing needs. To this end, she is currently undertaking her pharmacy technician qualification, and once completed, she intends to go straight into an accuracy checking technician course.

Charlotte believes in going the extra mile for her patients, citing examples such as staying in contact with a customer who suffered a brain injury and struggles to take his medication correctly, and the care she arranged for an elderly lady who had become isolated. “Having that extra help made her life much easier,” says Charlotte, adding that she believes it is hard work and commitment that makes the difference, both inside the pharmacy to colleagues and outside to her patients.