Cinical Services Star

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Photography Credit: Nathalie Crouch Photography

Above: Brij Valla, Managing Director Avicenna Membership Services, Mollie Littlewood, Monica West, Editor TM

Mollie Littlewood, Peak Pharmacy, Greendale Centre

Clinical Services Star Award Winner

Mollie was rewarded for her steadfast commitment to championing ear health in her pharmacy, and in fact, her community. The criteria for the Clinical Services Star Award describes a pharmacy team member who “is supporting their community by spearheading new or popular specialist clinical services” – which Mollie embodies.

Amongst other services and her role as a trainee pharmacy technician, Mollie is solely responsible for the ear health and wax removal service in her pharmacy, in which she has been so successful that she has gone out to help other branches with the service. 

Pioneering the service

“Mollie is our ear health champion [and] has gone from strength to strength with the service. She was only trained on the Tympa micro-suction system one year ago. With very little advertising she has singlehandedly taken a new service to a revenue of over £900 a month in less than a year (£940 in February 2025),” said nominator David Smith, pharmacy manager and pharmacist.

“These patients have mainly been recruited by word of mouth due to the excellent service which Mollie provides.”

One of these customers even wrote in to the pharmacy to thank Mollie for her care, they said: “I’ve been to see Mollie a few times with issues with my ears. She listens carefully to the problems being experienced and then discusses options available. She doesn’t rush and is very gentle when looking in my ears. She is very professional, friendly and puts you at ease when in her care.”

All-encompassing care

The service is not limited to earwax removal, but also includes hearing checks, understanding and being able to identify different ear conditions – meaning Mollie has been trained to use an otoscope – all of which have been extremely popular with customers. “Not only does Mollie remove excess wax but she also handles any other problems which patients may have with their ears, sending onward referrals to audiologists as part of the service,” said David.

“If an ear infection is suspected, Mollie can remotely forward images to a prescribing pharmacist within the company so the patient can be quickly supplied with antibiotics to treat their infection.” Similarly, Mollie has referred customers to audiologists for a free test, which also often means a shorter waiting time for her customers who do not have to go through a GP.

“This is a service many patients are crying out for, and Mollie is playing a pivotal role in getting it out there and enhancing the lives of many,” said Rachel Graham, judge and 2024 Spotlight Award winner. “Mollie is a great example of a colleague who has totally embraced the changes in community pharmacy to the full.”

Judge Ade Williams MBE, lead pharmacist at Bedminster Pharmacy in Bristol, added that Mollie is: “A shining example of the excellence that defines the pharmacy technician profession in community pharmacy.”

Fiona Downing, Pinhoe Pharmacy, Exeter

Highly Commended

Fiona was nominated by her pharmacist, who recognised her exceptional work in boosting the services uptake in their pharmacy. Fiona’s efforts with the ear micro-suction removals, identifying and indicating onward referrals to the GP for conditions like otitis externa and otitis media, administering travel vaccinations, weight loss service injections and flu vaccinations have “boosted the clinical aspects of our pharmacy” as well as the obvious financial benefit. 

“Fiona doesn’t just deliver to a basic standard. She clearly recognises the patient behind the service and goes the extra mile to ensure their needs are met, especially when it goes beyond her qualification,” said judge and 2024 Spotlight Award winner, Rachel Graham. “Fiona has made a real difference to patients in her community by delivering a variety of services.”

Judge Elen Jones, Royal Pharmaceutical Society (RPS) director for Wales, added that Fiona has a “passion for patient safety and a drive to support the wider pharmacy team and the community, has upskilled to offer a range of services including vaccinations and ear micro-suction”.

For Fiona, being a part of delivering these services goes beyond the few minutes or so in the pharmacy. “I enjoy the end result for the patient, when the relief is written on their face, how they will finally be able to hear their grandchildren, and it makes it so worthwhile.”

Louise Baglole, judge and director of Professional Services and Development at the National Pharmacy Association, said: “[Fiona is] outstanding across multiple services and has grown service income.”

Katherine Mathews, Everetts Pharmacy, Fareham

Highly Commended

“A clinical leader of services delivered in community pharmacy who embodies quality outcomes focus and patient care,” wrote judge Ade Williams MBE, lead pharmacist at Bedminster Pharmacy in Bristol, of Katherine’s nomination. As a pharmacy technician and manager, Katherine juggles multiple jobs daily, but does not let this stand in the way of delivering exceptional care.

“A strong advocate for pharmacy services, she actively promotes their benefits to patients. She recognises the importance of timely access to care through the Pharmacy First service and takes a proactive approach in directing eligible patients to speak with the pharmacist,” said nominator Anjlee Shaa, relief pharmacist manager.

“Katherine is also proactive in offering blood pressure checks as part of the Hypertension Case-Finding Service. Thanks to her efforts, many patients have been diagnosed with hypertension and started on treatment. She continues to support them by encouraging newly diagnosed patients to sign up for the New Medicine Service, ensuring they follow up with the pharmacist in the first week of treatment. Patients have expressed their gratitude for Katherine’s role in detecting hypertension and appreciate the lifestyle and dietary advice she provides.” 

Katherine also delivers the Discharge Medicine Service, oversees care home prescriptions, and maintains a strong connection between the care homes and the pharmacy team, ensuring prescriptions are handled properly. Not only does she do this, but she also encourages her team members to train themselves up to be able to deliver these services, expanding their knowledge and the care they are able to provide to customers.