Boots UK, Frenchgate Centre
Product Adviser AWARD
Dispensing assistant, Antonia Gratton, wowed the judges with her listening abilities, securing her highly commended in the Product Adviser category.
When chatting to a patient deciding on some cold and flu medication, Antonia ran through the appropriate WWHAM questions and realised that the customer was purchasing mediation for her pregnant daughter. After establishing that the daughter’s symptoms were due to her pregnancy, rather than a cold, Antonia advised her to purchase a first defence spray that is safe to use during pregnancy. Making a vital intervention for the customer.
“I always observed Toni doing exactly what should be done with every single customer,” says Dawn Coucom, nominator and dispenser. “That is, great consultation skills and great knowledge. You can just hear how much online training she must do to be so knowledgeable! Even though she is thorough, she is quick and efficient and only refers to the pharmacist when necessary. I always thought she goes above and beyond her role. She is very, very efficient and shares her knowledge with the whole team.”
The judges agreed. “I really liked how humble the entrant is and fantastic she is engaging in the pharmacy profession at an early stage to further herself,” says RoE judge and healthcare strategy and services director at Alliance Healthcare and Alphega Pharmacy UK, Raj Nutan. “She demonstrated good questioning and listening technique to recommend right product, uses personal experience of products where possible,” adds Mimi Lau, RoE judge and managing director at Pickfords Pharmacy.