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Record learning outcomes
Emma’s contribution to her pharmacy and community has been nothing short of outstanding. With 21 years of providing healthcare under her belt, it is no surprise that Emma’s passion and commitment to caring for her patients appears intrinsic. Emma was nominated by the pharmacy’s pharmacist, Gareth Hughes. He wrote in his nomination: “The only characteristic that surpasses Emma’s can-do attitude and driven work ethic is her genuine care for patients. Emma has exceptional qualities in building rapport with patients, is compassionate, and genuinely cares about their health.”
A transformational impact
Emma joined her current pharmacy recently after it had changed ownership. Gareth noted how Emma “has been transformational in what we have been able to deliver in the pharmacy”. He continued to say: “We are at the high end of clinical service delivery in Wales and progressed from fairly non-existent clinical services to the 10th highest Common Ailments Consultations in Wales within three months. Emma’s ability as an accuracy checker and leader in the dispensary team has allowed myself as the pharmacist to deliver high numbers of acute condition independent prescribing consultations.” As the only ACT who works full-time in the dispensary, Emma has her hands full with allocating work, running the stop smoking service, DMRs and blood pressure checks all while still having time to be involved in continuous training, which enables her pharmacy much opportunity to help more patients, for example, becoming qualified to deliver vaccinations. Gareth commented: “Emma’s recent accreditation as a vaccinator was key in the pharmacy delivering a record number of influenza vaccinations this year.”
Individual differences
One of the strongest aspects of Emma’s care for patients is her ability to help each individual in their time of need, giving them her full attention. On multiple occasions, Emma looked beyond the initial symptoms presented to her or spotted warning signs that led to crucial interventions in customers’ health. She described her interaction with an elderly man who had just lost his partner and wasn’t doing well. “His blood pressure appeared normal, but I stayed and chatted with him for a while, and he mentioned he was getting breathless when making the bed and dizzy when making his breakfast – that sort of thing. I nipped across to the surgery to ask if we could get him an appointment because it just didn’t sit right with me. He took a bit of a turn in the shop, and we got him an ambulance. He ended up having a heart attack in hospital.” Emma’s nomination was full of examples like this one, which moved judge Ifti Khan, superintendent pharmacist at Well, to comment: “Some excellent examples of how Emma supports her patients in the delivery of services and how she has supported vulnerable patients when they needed help the most.” Nicola Stockmann, RoE judge and APTUK president, also shared praise for Emma: “Demonstrating both the compassion in those urgent care events as well as supporting transformation for the pharmacy service longer term is fantastic.”