Clinical Services Star Award Winner

Pharmacy manager, Daisy Hill, captured the judges’ attention with her dedication to making services accessible to her customers. Across her 15 years of working in pharmacy, Daisy has experienced many different roles and, nearly two decades later, has been recognised nationally and named our Clinical Services Star for 2024.

Daisy has been committed to learning and growing since joining the pharmacy, resulting in her having “an extensive pedigree covering the provision of dispensing services as well as an extensive range of other pharmacy services,” said Janice Perkins, chair of the RPS Community Pharmacy Expert Advisory Group. “I really enjoy pharmacy”, said Daisy, “especially as I know it really well now and I like looking for new things to learn” – and learn new things she has!

Spotlighting services 

Daisy has consistently looked to expand the services she and her team can offer. In particular, Daisy embraced the Pharmacy First service with open arms, having immediately identified the need for a clear and efficient pathway of communication between the local GP and the pharmacy, as Daisy anticipated that many people would still be going to the GP for issues they could be receiving treatment for in the pharmacy. “For Pharmacy First, I read the specifications and all the SOPs, including who can provide what. But most importantly, I have connected with our local doctor’s surgery – I have a good relationship with them anyway – by setting up a WhatsApp group with them instead of emails to manage certain things,” Daisy said. “They didn’t know anything about Pharmacy First, so I liaised with them as soon as I was confident and condensed the information for them, highlighting specifically who they can refer to us – that was the main thing.” Because of Daisy’s clear communication, the receptionists at the local surgery now know exactly who they can refer to the pharmacy, resulting in both the GP and pharmacy benefitting, and her branch being “the best branch in the company for this service”, according to Daisy’s nominator, Alison Ware, executive assistant and pharmacy coordinator.

Leading from the front

It is one thing to be trained in how to provide services, but it is another to ensure that customers make use of them and trust your pharmacy to do so. “We advertise our services in the pharmacy and if someone comes in, I’m always listening out on the counter, to see if we can connect them with a service in any way,” Daisy said. “The pharmacy has a really good reputation; we are known for being very hands on, and a lot gets around by word of mouth.” Alison added: “Daisy has motivated the team to bring out the best in each one of them and help give them the confidence to provide excellent customer service and care.” While Janice further commented that “she has made the services successful through focussing on her relationships with patients and the local GPs”.