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Rachel Smith’s story is one of new beginnings. Like many pharmacy team members, Rachel joined the pharmacy with no prior experience, but with a desire to make an impact on people’s wellbeing.
Where her story differs, though, is that when she began her journey in the pharmacy, she had already been in the working world for three decades – in a completely different industry.
It’s never too late
“I have been a hairdresser for the last 32 years and had all sorts of different roles in the industry. For the last 13 years I had been working from home. It was great and flexible, and I loved it and the clients, but I got to the point where I felt I had backed myself into a corner and was not sure which direction to take, and was asking myself: is there something else out there for me?” says Rachel.
Having always had an interest in healthcare, she began her search for a new role, which led her to discovering and landing a position in the pharmacy.
Despite initial self-doubts and nerves at changing careers, Rachel says her team were a huge support in the first few weeks. “I felt that warmth and that protection of having colleagues to fall back on.
After working for myself for 13 years, I hadn’t had that, so it was really lovely,” she says. “They have been fantastic to me, and I appreciate their help and knowledge so much as well.”
Nothing short of inspiring
Rachel began working in the pharmacy in September 2024. Just over a year later, she has completed her medicines counter assistant course and begun her pharmacy services assistant apprenticeship – priding herself on knowing many of the pharmacy customers by name.
“Since joining the pharmacy team Rachel has made an outstanding impact, not just within the team, but also in the wider community,” says Roxanne Martin, pharmacist manager at Barrowbygate Pharmacy.
“Her journey has been nothing short of inspiring. From day one, she has shown incredible commitment to learning, throwing herself into every training module with enthusiasm. Not only does she complete each module to an exceptionally high standard, but she goes above and beyond, researching additional information to deepen her understanding. [She then] applies her knowledge with confidence and care.”
“She has already demonstrated the qualities of an outstanding pharmacy professional”
Giving in abundance
On top of Rachel having already completed her first qualification and is now onto the next, she has also signed up to do a mental health first aid course.
“It is a two-day course, and you get to learn about everything to do with mental health, like recognising different signs and signposting people if need be,” she says.
“My manager persuaded me to sign up. She said I have a nice manner with customers and that I have a kind of ‘way’ with people who may need support.”
On top of this, Rachel has also become a volunteer for a local grief service which supports people in the community dealing with loss.
“It is for anyone suffering with grief and bereavement… it can be helping people with advice on organising a funeral or finances, or if there are children involved, it can be setting them up with a counsellor,” explains Rachel. “There are also morning coffee chit-chats organised and some Christmas events coming up.”
Rachel hopes to help out as much as possible as a volunteer, which takes place after her usual day of work at the pharmacy.
A professional
“I am much more confident on advising medicines now that I’ve passed my medicines counter assistant course. I’m now able to recommend and do lots of questioning to get to the bottom of things, and I am making connections through what I have seen over the last 14 months,” says Rachel.
She is also determined to help customers out, whether she knows the answer immediately or has to do some investigating to get it. Right in the beginning, Rachel helped a patient with arthritis who couldn’t use her eye drops.
“She asked for help. I went out of my way to find an aid for her, and I did manage to find one, so I ordered it and we sent it off with our delivery driver.”
It seems making connections is Rachel’s specialty, not surprisingly after she goes the extra mile with each customer.
“What truly sets Rachel apart is her genuine connection with the community. In just a few months, she had learned nearly all the customers’ names, and they, in turn, knew and trust her,” says Roxanne.
“Rachel’s passion, dedication and natural ability to connect with people make her an exceptional addition to the pharmacy team. For someone who has been in this role for such a short time, she has already demonstrated the qualities of an outstanding pharmacy professional.”
In Practice