Pharmacy staff are viewed as being at the heart of the community, and this is particularly true of Mary Warner from Ellacombe Pharmacy in Bristol.

Living just a few doors away from her pharmacy, where she has been a medicines counter assistant for 15 years, means that Mary’s insight into local issues is second to none. A prime example of this was an outbreak of chickenpox at the neighbouring primary school: Mary was quick to learn about it so briefed her colleagues and made sure the pharmacy was stocked up on relevant products.

This meant that parents and carers had no problems getting hold of what they needed to care for their children, something that impressed judge Richard Stephenson, head of group operations at Right Medicine Pharmacy, who praised Mary for her forward thinking and ability to “keep ahead of the game”. This understanding extends to customers, with Mary saying she can greet by name nearly everyone who comes into the shop.

This, plus her excellent knowledge of conditions and treatments courtesy of her mission to always stay as up to date as possible, means that the pharmacy not only retains its customers but has been able to steadily grow on the sales front: no mean feat given the current financial climate. “Our vision is that we are a multi-generational pharmacy serving the needs of all of our community,” Mary comments. “It is the only way for us to remain viable and maintain the footfall that enables us to deliver NHS services that local people want and need.”

Mary was delighted to have been Highly Commended and, at the age of 67, she won’t be hanging up her tabard any time soon. “I still love it,” she says, “and can’t imagine not doing it.”