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Photography Credit: Nathalie Crouch Photography
Above: Emma Lucas
Emma Lucas, Everetts Pharmacy, Hedge End, Southampton
Outstanding Contribution Award winner
Emma Lucas’ nomination was inspiring to read. It highlighted not only the goodness of people, but also the life-saving role that community pharmacy can play in the lives of patients and customers.
A trainee pharmacy technician, Emma says her heart is in the health industry, adding: “I just like helping people”. Emma has spent a fair amount of time in the pharmacy dealing with respiratory problems in her family, which she says always reminds her be to kind to customers, knowing what it’s like to be on the other end of care.
Remarkable care
There were many examples of Emma’s excellent patient care in her nomination, but one in particular was exemplary. When a regular customer came in one day, Emma immediately noticed that he did not seem himself and flagged this to colleagues. After asking if he was okay, the customer broke down in tears.
Emma and her pharmacist then spent the next two and a half hours in the consultation room, where they learnt the customer was going through a difficult time and was suicidal. Emma mainly listened, and in her own words, “provided the space for him to let go”. They then contacted the GP surgery and local mental health service to fast track an appointment for him, and contacted a friend of his to collect and accompany him to his appointment.
“Emma found herself dealing with a situation that not many people could support, handle or process, let alone deal with and ensure the safety of the patient in a tough and overwhelming time,” said RoE judge Amy Laflin, APTUK president. Ifti Khan, Well Pharmacy superintendent, also commented on this example of Emma’s excellent care.
“Emma demonstrates exceptional emotional intelligence and clinical awareness. She provided critical support to a suicidal patient by spending two and a half hours with him, escalating care to the GP and mental health services, and arranging safe collection.”
Here, there, and everywhere
Emma applies the same dedication to every task in the pharmacy, which is what sets her apart. She is a strong advocate for services, has a keen eye for referrals, ensures patients receive tailored advice to their individual needs, and supports her team in any way she can.
Her nominator, Anjlee Shah, commented: “Emma’s contribution is marked by initiative, consistency and a clear commitment to improving patient outcomes. Through her ability to support teams across multiple branches, deliver patient-centred care and quietly lead by example, she makes a meaningful and sustained impact.
She brings a calm, reliable presence to every team she supports, combining initiative, clinical awareness and a genuinely patient-centred approach that has a positive impact on both patient care and team performance.”
Keelie Gibbs, Barming Pharmacy, Maidstone
Outstanding Contribution Highly Commended
“Keelie consistently demonstrates exceptional patient care. She supported a vulnerable patient after hospital admission by visiting outside work hours, arranging essentials, identifying possible dementia, and coordinating with the GP and family,” commented RoE judge and Well Pharmacy Superintendent, Ifti Khan.
“She also sourced and delivered urgent medication for a housebound patient, completed dossette trays outside regular hours, assisted a blind patient in the absence of carers, promoted services, supported health fairs and completed extensive training.”
It was this over-and-above attitude of Keelie’s that solidified her position as a highly commended entrant in this category. She was nominated by her colleague, Sarah Hussain.
“From the moment Keelie joined our team four years ago, she has been an invaluable asset. She started as a counter assistant, quickly moved into the dispensary, and is now on her way to becoming an Accuracy Checking Technician (ACT). Her journey reflects a deep-seated passion for pharmacy and a commitment to providing the best possible care,” said Sarah.
“What truly sets Keelie apart is her exceptional patient care. She consistently goes above and beyond to ensure that every patient feels valued, supported, and well-informed.”
RoE judge Emma Charlesworth, head of marketing operations at Numark, said: “Keelie stands out because she demonstrates consistent, exceptional contribution across multiple dimensions: patient care, community impact, safeguarding, leadership and personal initiative.”
Malgorzata Kowalczyk, Well Pharmacy, Pitt’s Close, Somerset
Outstanding Contribution Award Highly Commended
Malgorzata Kowalczyk’s passion for pharmacy has really grown during her 10 years in the profession. Having started in the pharmacy simply as a means to pay her rent, Malgorzata now says that helping customers find the right products and sharing advice with them are her favourite parts of the day.
“Malgorzata’s zeal, enthusiasm and passion for her patients, community and colleagues is borne from a desire and drive for excellence,” said RoE judge Ade Williams MBE, lead pharmacist at Bedminster Pharmacy in Bristol. “She encapsulates the excellence, drive and dedication that puts community pharmacy at the heart of communities across the country.”
Another judge, Amy Laflin, president of APTUK, was equally impressed by Malgorzata’s pharmacy journey. “Malgorzata has not only worked incredibly hard to be able to serve patients and the public but she has also overcome this with passion, love, care, and has English as a second language,” said Amy. “She has demonstrated sheer determination to succeed and to be able to have not only a job but a career helping other people.”
Having completed more than 250 Training Matters courses alongside other training, Malgorzata’s desire to keep on learning and bettering herself to improve patient care is astounding.
Mike Holden, RoE judge and managing director of MH Associates, said: “Malgorzata is a real credit to herself in overcoming any challenge and a commitment to self-development to support patients and the pharmacy. She is a great example of self-drive and commitment to patients and services.”
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