Jackie Horne has always believed in working in the community for the community, but it wasn’t until the pandemic that she realised what a difference her team at LloydsPharmacy in Eston near Middlesbrough, really does make to local people.

“Doctors’ surgeries were closing their doors and I had to prioritise and help my customers, who felt they had nowhere to go,” Jackie recalls.

Thinking outside the box

Under her leadership, the pharmacy team developed a different way of working and reduced the number of customers entering the store with a new queuing system. Not wanting those waiting outside to feel less valued, however, Jackie would go and speak to people, obtaining names for prescriptions and passing them to the team inside to keep things flowing and everyone’s morale up. “Keeping my customers and my staff safe is the top of my priorities”, says Jackie, who came to pharmacy following a 15-year career in retail.

“I am proud to lead this pharmacy as a non-pharmacist pharmacy manager with an amazing team,” she states. “I have an open-door policy where no question is an unnecessary question. I try to help and answer each question and if I do not have the answer, then I seek advice.”

Paula Woodgate, RoE judge, accuracy checking technician and former Spotlight Award winner, commends this way of working, as well as the support that Jackie provides her team, saying: “Jackie is a natural team leader. She has the skill that some people lack – the ability to listen.”

Supporting colleagues and customers

Jackie also plays an active role in the professional progression of each of her colleagues, ensuring they are all kept up to date with policies, procedures and training. This was especially important during the pandemic, and is something that Jackie is keen to focus on in the future, too.

Jackie is also keen to develop new initiatives based on customer feedback during the pandemic. “A lot of people have confessed to eating very unhealthy diets, with lots of snacking leading to weight gain,” she explains. “I plan to focus on healthy eating to make sure that everyone who needs to think about healthy eating has got somewhere to go for advice.”

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