1 Min In News
Follow this topic
Bookmark
Record learning outcomes
Photography Credit: Nathalie Crouch Photography
Above, L-R: Bonnie Rose, Head of Health and Beauty Alliance Healthcare; Leona Parkin; Monica West, Editor TM
Leona Parkin, West End (Alphega) Pharmacy
Outstanding Contribution Award Winner
“Leona has demonstrated exceptional loyalty and commitment to her customers and patients, always going the extra mile, unasked,” said judge Janice Perkins, chair of the RPS Community Pharmacy Expert Advisory Group. “She prioritises giving great advice and customer care and thrives on problem solving. She sets a great example to the rest of her team with an unwavering focus on the consistent delivery of outstanding patient care.”
Leona has certainly made an impression on our judges, just as she has on her community, which she has served for the last 33 years in the pharmacy.
A lasting impact
As an accuracy checking technician (ACT) and dispenser, Leona is heavily involved in the pharmacy’s services, including Pharmacy First, blood pressure, and flu and Covid-19 vaccinations. She also helps to train junior staff on top of this, too, and stands in as the acting manager when the manager is away.
Despite being involved in all of these aspects of the pharmacy each day, Leona does not allow for a lapse in the standard of care delivered to patients nor her treatment of her team. “[Leona] demonstrates unwavering dedication to high standards, patient care and operational efficiency, making a lasting impact on the pharmacy and the wider community,” said Raj Patel, pharmacist owner and Leona’s colleague of 25 years.
For Leona, working in the pharmacy means looking out for all customers, beyond the prescription. Sometimes, this can look like calling the home of an elderly customer who lives alone, to check that they arrived at home safely after visiting the pharmacy. “We always check that they have gotten home,” she said. Another patient was made homeless and thereafter found out that she was terminally ill with cancer.
“I have been her shoulder to cry on. It is so hard, because we can only do so much, but we were in constant contact with her,” said Leona. “She was [moving between houses], so we and her nurse made sure she was going to her appointments.”
Going out into the community
Leona played a huge role in administering and ensuring access to Covid-19 vaccinations during the pandemic. She was a part of the NHS buses, encouraging the uptake of vaccinations out in the community, and she also made visits to housebound people and children’s care settings to administer vaccinations. “The children had complex needs like autism. This was quite challenging, as they didn’t understand what was happening,” she said.
She drove long distances to give jabs to those who couldn’t or didn’t want to leave their houses, which she said was a remarkable experience. “I got to meet all of these people and hear their stories. It was quite heart wrenching, some of them,” said Leona. “[Leona’s] entry showed absolute dedication to delivering clinical services and supporting community initiatives, often going beyond her role to support vulnerable patients,” said judge Raj Nutan, healthcare strategy and services director at Alliance Healthcare and Alphega Pharmacy.
Lorraine Ferguson, Peak Pharmacy, Greendale Centre
Outstanding Contribution Award Highly Commended
Lorraine’s record of outstanding customer care is consistent with someone who doesn’t see their position in the pharmacy as just a job, but as opportunity to make the lives of those around her easier.
It is safe to say that Lorraine operates from a place of compassion and empathy enhanced by clinical training. Her nomination contained countless examples of exceptional customer care.
“[Lorraine is] an individual who has contributed largely to the community and has gone over and beyond, as evidenced by many examples from the nominator,” said judge Mimi Lau, CEO of Pickfords Pharmacy.
“She goes out of her way to assist and support patients, and also participates in local community initiatives,” added judge Raj Nutan, healthcare strategy and services director at Alliance Healthcare and Alphega Pharmacy.
Some of the countless examples of her outstanding contributions include being a member of the local litter picking group, working late to dispense urgent medication for customers, using Google translate to effectively provide non-English speaking customers access to healthcare and working extra hours to help get the pharmacy’s new hub and spoke model implemented.
Lorraine is also a huge part of the pharmacy team’s fundraising efforts, securing raffle prizes and even dressing up and canvassing for support outside the pharmacy. “She has shown outstanding levels of customer service and dedication to her work at the pharmacy,” said pharmacist and nominator, David Smith.
Camilla Penfold, Boots UK, Ceredigion
Outstanding Contribution Award Highly Commended
“Camilla exhibits outstanding passion and commitment to all elements of community pharmacy provision,” said judge Janice Perkins, chair of the RPS Community Pharmacy Expert Advisory Group. “She consistently goes the extra mile to ensure her patients receive the best possible care whether that be the provision of first aid, mental health and wellbeing support or the provision of services. She makes it happen and makes sure no-one is left out, whatever their background.”
Camilla “adores her customers”, which is one of the reasons why she is so determined to provide them with excellent care. “I will happily do anything for this community,” said Camilla. “I think that does reflect in our really close relationships with customers and the safe space we have created for people. They can come in at any time.”
On several occasions, Camilla has dropped everything to help a desperate customer. For example, a woman fell in the pharmacy carpark and refused to go to hospital, meaning Camilla had to clean up a gash on her eye. Another time, an elderly lady rung her in a panic before the bank holiday weekend as she had run out of catheter bags – Camilla proactively called the manufacturers and had them deliver to the patient the very next day, remaining calm and finding a solution.
She is also very involved in the methadone service and engages with these customers, getting them to open up about how they are doing. Faisal Tuddy, judge and head of pharmacy at Asda, commented on Camilla’s nomination: “[Camilla is] an exceptional customer adviser renowned for compassionate response and long-term support for vulnerable substance-misuse and mental health patients.”
In News