PHARMACY TEAM MEMBER OF THE YEAR BERNIE WATT, BOOTS BALLYMENA HEALTH CENTRE
supported by
Bernie Watt, Boots and Lynda Magee, VP UK & Ireland, Water Wipes
Bernie Watt is a pharmacy advisor at the Ballymena health centre Boots branch, where she has worked for more than 20 years.
Bernie’s key responsibilities include customer service – both in dispensing and in over-the-counter (otc) sales - and dispensing medicines. She is involved in the preparation of medication for a variety of patients including those with acute or repeat prescriptions, those who require a compliance aid, and patients who require support when placing orders.
She is also very involved in the provision of advice to patients on both dispensed and otc medication, as well as on other health and wellbeing topics and concerns. She has a full understanding of the retail aspect of the store and will often be seen supporting changes in promotions both by implementing them but also through having conversations with customers about what offers are instore and online.
Bernie always delivers on the key elements of her role. She is an integral member of the team who looks after the stockholding in the pharmacy to ensure stock is kept within the required range whilst ensuring the appropriate stock is available for her patients and that the amount of products owed is kept as low as possible.
Within the branch she also takes an active role in the training and development of colleagues.
Bernie’s 22 years’ experience is evident every day as she confidently coaches trainees on the various aspects of the Pharmacy advisor role.
over the course of the past year, Bernie has taken an active interest in the patient safety agenda in the pharmacy. In addition to completing the company e-learning training, she volunteered to implement a process in the store in which the team review a selection of SoP’s every week as a refresher. She organises team huddles to identify any ‘near misses’ and help support whole team learning.
Bernie is also fully trained on the new company sale of medicines protocol which ensures patients requesting a medicine by name are given the correct information required to administer the medicine safely and effectively. She has not only successfully upskilled herself, but she also trains and supports other team members through coaching and role plays to ensure they are fully confident and competent in the delivery of this protocol.
In addition, she regularly avails of the vast amount of both e-learning and hard copy training materials, which are made available by Boots. Bernie routinely completes the 30-minute tutorials to ensure she is up to date on new products and other important developments and is prepared for each new season.
the Boots Ballymena health centre branch firmly believes in collaboration between healthcare professionals and, as such, Bernie spends a lot of
time liaising with local gP surgeries, where she focuses on building on relationships with gPs, practice pharmacists, nurses and receptionists, in order to help patients with queries and to ensure that she remains keep up to date with prescribing changes.
Bernie faces regular challenges in her role. these challenges can range from securing stock for a patient who desperately needs medication, dealing with anxious carers, supporting vulnerable supervision patients or even just providing that smile to someone who needs a listening ear. the fact that Bernie always goes the extra mile for patients doesn’t go unnoticed by the surgeries in both the health centre and in the local community where she is held in high regard by a number of the gPs.
‘It is very easy for assistants to apologise for not having a particular medicine in stock,’ says dr Mcfarland from the practice. ‘But it takes someone special to go the ‘extra mile’, not because they feel they have to, but because they care and want to help. this is what Bernie does over and over again.’
‘She is an excellent team member with a very positive influence on the rest of the team, even in stressful situations Bernie never flinches. She can think on her feet, and she doesn't complain when faced with challenges, she just rolls up her sleeves and gets to work with a "can do" attitude. I fully believe she is worthy of this nomination.
PharMacY In focUS - 29
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