1 Min In Practice
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“Emma always gives 100 per cent to her role and is a believer in great customer service and patient care,” says Alison Ware, executive assistant and pharmacist co-ordinator at Paydens.
“She always goes above and beyond with customers and encourages other members of the team to do the same.” It’s hard to believe that someone so compassionate and hardworking as Emma, a perfect fit for providing exemplary patient care, has not always worked in a healthcare setting.
A new start
“I used to design and sell bathrooms!” said Emma when asked about what life looked like before joining the pharmacy. “But going back to work after having my boys, the role and the hours didn’t suit me.” When the time was right to go back to work, Emma was looking for something that had flexible hours, was not too far from home and allowed her to still be available if her sons needed her.
After seeing an advertisement for a role in the pharmacy, Emma applied and shortly after started her role as part-time counter assistant. “I was then asked if I wanted to do my dispensing course after passing my probation, which I did. I was really excited to do that,” said Emma.
“Then there was a time when our administration manager had left, and I was asked to step into the position temporarily. I then went on annual leave and when I came back, I decided to apply for the job permanently.” Within a week, Emma had been interviewed and instated as the store’s official administration manager.
“Knowing that I am helping people is what I enjoy most”
Keen to help those in need
Every day looks different for Emma, who divides her time between the administrative side of the pharmacy and patient-facing activities. On one occasion, Emma’s day took an unusual turn when a well-known customer of hers came in looking “out of sorts”.
After asking him to sit down and giving him some water, Emma called a taxi to take the customer home, but feeling uncomfortable with sending him home alone, she accompanied him in the taxi. “When I got him home, I told him I thought we should call an ambulance, which he was not happy about.
I was able to get a hold of his son, I told him that I thought his dad was not okay to be left alone and that he should be seen by someone,” said Emma. “I waited until he arrived, and then a couple of days later, I heard that my customer had pneumonia.
“Even if I wasn’t in pharmacy, that’s something I would have done anyway. If I see someone fall in the street I will go and help, it’s not my nature to just ignore someone in need,” she explains.
Looking ahead to the future
“My long-term goal after my pharmacy technician training that I am doing now, is to do my accuracy checking technician training. I would like to enhance my pharmacy journey; my youngest is going into year six, so I am still a full-time mum. When he goes off, I would like to up my game at work.”
Reflecting on her role, Emma said: “I absolutely love it. It has brought me new insight [into pharmacy].
“I enjoy knowing that I’m making a difference to my patients. In helping them with their medication, in being that one person that they speak to each day. Knowing that I am helping people is what I enjoy most.”
In Practice