Product Adviser Award HCs

Deborah Woods, Paydens Pharmacy (Folkestone)

Deborah Woods has dedicated an impressive 20 years to retail and pharmacy. In this time, she has honed her skills on the shop floor, so much so that a crucial intervention made her a standout in our RoE 2024 cohort and earned her highly commended in the Product Adviser category. Deborah recognised that a patient was using menstrual pads for incontinence purposes. Upon further investigation, she discovered that the customer also had worrying symptoms, leading her to recommend a GP referral. It turns out they had cancer, truly highlighting the importance of the conversations that take place on the shop floor.

“Deborah’s impressive two decades of experience, delivering exceptional service to her community was really impressive,” said Emma Charlesworth, head of marketing operations at Numark. “Her proactive interactions with patients showcase both care and expertise, ensuring they receive tailored advice and assistance, including arranging urgent medical appointments when needed.”

What is lovely, too, is that the patient Deborah helped is now 92 and still comes into the pharmacy every week. “Her efforts have undoubtedly contributed to enhancing customer satisfaction and loyalty, the strong results from the store show the impact she has had,” added nominator Alison Ware, executive assistant and pharmacist coordinator. “Her proactive approach to refining her skills and expanding her knowledge base reflects her eagerness to provide the highest level of service to our customers. We have no doubt that she will continue to inspire and lead by example in her role as retail co-ordinator.”

Hazel Armstrong, Right Medicine Pharmacy (Kings), Edinburgh

“Hazel reminds us all that the responsibility and opportunity to use appropriately the products and medicines in pharmacy transforms lives and in many instances will save lives too,” said Ade Williams, MBE, lead pharmacist at Bedminster Pharmacy in Bristol.

After chatting with a customer, Hazel quickly realised the dry cough medicine they were taking for a chesty cough wasn’t appropriate. She intervened, switching the patient to the correct medication and thought that was that. However, the patient’s mother came in later that week to let her know that the incorrect medicine had sent the patient’s blood pressure sky high and without the switch happening when it did, they could have faced much worse. But it wasn’t just this intervention that secured her highly commended in the Product Adviser category.

On another occasion a patient was suffering badly from thrush. They were in significant pain and discomfort and at a loss of what to do, especially as they were already taking prescription medication. Hazel recognised the suffering and sought to recommended a course of Optibac, which helped enormously and made the customer much more comfortable – easing them back to health.

“Hazel’s commitment to patient well-being shines through in her role,” said Emma Charlesworth, head of marketing operations at Numark. “Her approach to advice has resulted in life-changing outcomes for customers, earning her praise from both colleagues and patients. Hazel’s dedication to her role exemplifies excellence in community pharmacy practice, making her a valuable asset to the pharmacy profession.”