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Patricia Mann

Recognition of Excellence 2017 bookmark icon off

Patricia Mann

Proving that a career break to raise a family doesn’t mean the end of accolades, Patricia Mann, medicines counter assistant at Botolph Bridge Pharmacy in Peterborough, Cambridgeshire, was named winner of the Counter Intelligence category.

Patricia started working in pharmacy when she left school at 16 years of age, undertaking diplomas in supervision and customer service training. This enabled her to head up every department except the dispensary – as this was looked after by a pharmacist – at the Bournemouth multiple pharmacy she worked in. At age 29, she left to start a family, and was at home until her children had grown up. At this point, Patricia felt the pull back into the profession so completed an online pharmacy assistant course and started applying for jobs.

It was exactly the right thing to do at a personal level, with Patricia saying how much she enjoys learning about medicines and conditions – she is a magpie for continuing professional development, devouring information gleaned from leaflets, booklets, magazines, pharmaceutical company representatives and online – and interacting with customers and colleagues alike. Her customers feel the same, with many wanting to be served by Patricia, valuing her knowledge, empathy and friendliness, and other staff members benefi ting from the learning she is willing and able to pass on to them.

Patricia believes in taking a holistic view of her patients, using the WWHAM questioning protocol and her outstanding customer service skills to get to the heart of the problem and offer solutions that address many different angles. For example, a customer with a cough is likely to be recommended the most appropriate linctus plus pastilles for those times when taking a liquid isn’t a practical option, with a multivitamin supplement to boost the immune system and a referral to the in-store “test and treat” service that can diagnose whether a virus or bacterium is the cause: if it’s the latter, antibiotics can be supplied. Awards judge and pharmacy star Trevor Gore was very taken with the “extended care” Patricia demonstrates, and Joanne Taylor, accuracy checking pharmacy technician and Awards judge, applauded her “continuous dedication to learning for the benefit of both patients and the team”.

Having worked in both multiples and independents, Patricia values the freedom offered by the latter; being able to choose what is stocked and how items are merchandised and promoted, rather than being constrained by planograms from head offi ce, and being able to be on the shop floor where it is possible to have relaxed and open conversations with customers rather than being stuck behind a counter. She explains: “It really means that we can respond to the people who come into our pharmacy instead of being tied down.”

Encouraged to enter the Voltarol-sponsored Counter Intelligence category by pharmacy owner Shital Popple, Patricia says she was initially daunted at the prospect and took some time to complete her application. Sadly, the needs of Botolph Bridge Pharmacy meant that she wasn’t able to attend the ceremony, but Patricia is such a positive person that she considers this to be an affirmation: “I’m flattered that my manager considers me so valuable in the shop to let me go for the day!”

 

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Recognition of Excellence 2017

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