Reducing knowledge gaps

If you looked in most workplaces, knowledge gaps could be found in every team, in every industry. The knowledge gap represents the disparity between what individuals know and what they need to know. It can hinder personal growth, workplace performance and an organisation’s ability to reach their goals.

But for pharmacists and their teams, as the often ‘first port of call’ for the public with any health concerns, the effects of a knowledge gap can be more prevalent and cause a higher increase in stress for both the pharmacist and the patient. 

As pharmacy teams become relied upon more by the public, as well as having to navigate the roll out of schemes such as Pharmacy First, we sat down with Care’s expert pharmacist, Karen Baker (pictured), to discuss the importance of reducing knowledge gaps within pharmacy teams and the tactics which teams could use to help.

How can senior members of staff help close or minimise the knowledge gap within their teams?

Karen explains: “It is very important for pharmacists and more senior members of staff to be engaged in helping the newer members of the team, a role that was traditionally often left to the manager. By doing so, this can help teams’ cohesiveness if every person works together to ensure knowledge is shared. Each member of the team must be willing to share and accept feedback and experience, from other pharmacy staff members, not just ‘the boss’, and understand that is the best way supporting each other to provide a high level of service. 

“Where time is scarce, sometimes training time is reduced - but this is a mistake. It downplays the importance of training and means employees are not adequately skilled for their roles. Time and ongoing support is crucial if we are to expect more from the pharmacy team with the constant changes within the industry. Each member of the team should have a training plan which is updated regularly, and they should be given the time and necessary resources to stay up to date with their roles in the pharmacy.”

Should there be a scenario where a team member struggles due to a gap in their knowledge, how should this be dealt with?

Karen advises: “If an employee is not able to complete a task expected of them, it is useful to look at why it has happened. Has the employee not been trained in this, or have they not remembered their training?  Was it communicated to them, they should be doing the task? Initial training should be completed and then the employee asked to complete the task while supervised before they are left on their own. Let’s not also forget that refresher training is helpful too if the task is one not completed regularly or to a high standard.”

With lots of changes in the industry, how could teams manage employees refusing to part ways with an outdated system or ways of working? 

Karen suggests: “Two-way communication is essential to understand why employees are having a problem with new systems. Change is difficult for everyone, so acknowledging that and explaining why the change is necessary can be helpful, as well as taking the time to help the employee get to know and become comfortable with the new ways of working.”

She continues: “People feel safe and comfortable with the systems they have always used, and this process can take time. Everyone has a different learning curve so being patient and letting the employee know you are willing to listen to their concerns can help. Pharmacy has undergone rapid changes in the last few decades, especially with the use of technology and services, and this can be difficult for some employees who are used to more traditional pharmacy ways or may not be comfortable with modern technology.”

From your experience, do training guides or online apps prove useful – if so, why?

Karen says: “I believe newer ways of training such as using online resources are very helpful, rather than relying 100% on books or training courses that are the more traditional learning sources.  These may not be updated frequently, unlike online resources which can rapidly be updated as information and guidance changes.

“Online resources are easily accessed too, as most members of the pharmacy will have access to a mobile phone and the internet, so things can be quickly looked up, or a spare 10 minutes can be used to read a training guide.”

She concludes: “It is important to check the source of the information though to make sure it is accurate. When it comes to product recommendations, staff can use online information provided by the manufacturer. Additionally, apps such as The Ultimate Guide to Care provide up to date product information, training guides, and news all in one place for pharmacists and their teams, which is preferable to a more general ‘google’ search for information.”

How can learning time be protected in the pharmacy?

Karen Baker comments: “The best way of protecting learning time is to have it in the schedule at a regular time, ideally when the pharmacy is quieter or there is sufficient time to cover the member of the team training. Even if there are occasions when it can’t be taken due to holidays or sickness, if the training time is a regular occurrence, it is more likely to happen.” 

Do you have any examples or methods of training that team leaders have instilled that work?

“Different people have different learning methods, with some learning best by doing, and others by being shown, so it is helpful to be able to adapt to the different person. Role play can be useful for some people, whereas others prefer to watch someone else or read up how to do something first before trying themselves.

“Explaining a new process and demonstrating it, then supervising while the person tries themselves is a good way of gradually training someone. Giving plenty of opportunity for the trainee to ask questions and give feedback is also ideal. Patience is essential as people trying out new tasks for the first time will be slower and more likely to make mistakes and may need to be shown multiple times before they feel confident.” 

How can team leaders encourage training in their teams?

“A person will be more likely to be keen to learn if they see training as a normal part of their job and enjoy the process. If they feel as if they are expected to do more and more without being given the time to learn or are criticised if they don’t get something right first time, they will not be keen to take part in training. For this reason, the team leader’s attitude is paramount. 

“Team leaders should remain positive about training and keen to help others improve and give praise regularly during the training process. Monitoring training and checking in with learners regularly can help. Many people are reluctant to admit they don’t understand something, so if they feel they can ask for help without this being seen negatively, it will encourage people to learn.” 

Why is it important for the whole team to keep up to date with their training?

“With all the changes in pharmacy, it is essential that the team remains up to date, as the customers rely on getting accurate information from the pharmacy. If processes are not followed correctly, this can lead to errors, such as delays in processing prescriptions or lack of stock. 

“With the pharmacist’s time being spent increasingly on services, the everyday procedures in the pharmacy are being delegated, so everyone needs to be able to step up their game and be willing to take on new roles. This is only possible if they are trained and confident. 

“Online resources are easily accessed too, as most members of the pharmacy will have access to a mobile phone and the internet, so things can be quickly looked up, or a spare 10 minutes can be used to read a training guide.”

Karen concludes: “It is important to check the source of the information though to make sure it is accurate. When it comes to product recommendations, staff can use online information provided by the manufacturer. Additionally, apps such as The Ultimate Guide to Care provide up to date product information, training guides, and news all in one place for pharmacists and their teams, which is preferable to a more general ‘google’ search for information.”

To find out more about The Ultimate Guide to Care app, click here.