Maryam Thorne’s first job at the Boots UK store in Fleet, Hampshire, was as a beauty advisor, but her interest in science and medicine made her keen to move to the healthcare side of the business.

Moving to the healthcare part of the business was evidently the right thing to do, as Maryam’s Highly Commended in the Counter Intelligence category – sponsored by Voltarol – is testament to.

The empathy and care that Maryam shows to patients, which “makes a difference to their day, health and wellbeing”, was among the comments made by Awards judge and accuracy checking pharmacy technician Joanne Taylor. Maryam’s entry described how she is always happy to take the time to have a chat, saying: “It only takes a minute to come off the counter and hug them or hold their hand to show that you are there for them… sometimes a small compliment brightens up a person’s day.”

Maryam makes sure she does any training available, and seeks out further articles and information, reading anything from an online news story or magazine feature to the leaflet for a drug. This has helped her develop the knowledgeable, professional and empathetic manner for which she is known by customers and colleagues alike.

Although she is currently finishing a dispensing assistant course, Maryam is keen to keep working on the counter at least some of the time, saying: “I really enjoy that interaction and contact with patients when you are giving advice and making recommendations.” To move to the dispensary full time would run the risk of a mutiny from customers too: Maryam is so well known and trusted that many prefer to wait for her to be free rather than deal with anyone else.