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AWARDS PHARMACY TEAM MEMBER OF THE YEAR


DAPHNE COOKE, WHITEHOUSE PHARMACY, DERRY/LONDONDERRY


D


aphne Cooke has been providing a high level of customer service in pharmacy


for a total of 20 years. Although she took a career break to raise her four daughters, Daphne returned to work eight years ago with pharmacist daughter, Sandra, in her new contract in the pharmacy, which is located in one of Derry/Londonderry’s busy retail parks.


Daphne’s current position as an all- round medicines counter assistant means that she works across all departments in the pharmacy. In addition to dispensing prescriptions, she also operates as a smoking cessation advisor and assists with services, such as minor ailments, as and when needed. Her role also extends into the shop, where she gives advice on OTC medicines and is involved in purchasing and merchandising stock.


In addition to the Pharmacy Assistant course, which allowed Daphne to become accredited and also helped her to update her knowledge and skills after returning from her career break, she has undertaken a vast array of training courses.


From smoking cessation to MURS, from a coeliac awareness course to attending a course on cough bottles, Daphne has sought to ensure that she has as wide a knowledge as possible on various healthcare issues and on topics that are pertinent to her patients.


When the pharmacy first opened, one of the patients was partially sighted. As a result of interaction with this patient, Daphne became aware of potential difficulties for partially- sighted people in their everyday lives – including visiting the pharmacy. She undertook a training course with RNIb and was able to advise the pharmacy staff about keeping the shop floor


38 - PHARMACY IN FOCUS


clear etc, improving patient safety for all concerned.


During her career break, the world of technology took great strides forward. When Daphne returned to the pharmacy, the role of technology and the use of social media had become prevalent. While some people would have shied away from such advances, Daphne chose to embrace them.


In 2016/17 there were major roadworks outside the pharmacy, which reduced customer car parking. This led to a quite noticeable drop in footfall and so the pharmacy team decided to increase its online presence in order to both keep its patients fully aware of what was available in the pharmacy, but also to retain vital communication links.


Daphne totally engaged with this new process of making the video and learning how to post it online. This set a great example for all of the other staff and the video reached an amazing 4000 people! The pharmacy also witnessed a very noticeable increase in footfall almost immediately.


This was the start of a great new aspect to Daphne’s role and one in which she totally engaged. A social media expert was brought in – Peter McNicholl – and he brought her up to date with all that she needed to do to take the pharmacy out into the community from an online perspective.


Since then, Daphne has been very heavily involved in producing a range of videos. A new tanning product video received 21,000 views, while a Valentine hamper video received an incredible 31,000! As a result, the pharmacy’s footfall has greatly increased and has made a major impact on the company’s bottom line.


Daphne Cooke from Whitehouse Pharmacy with Jeremy Meader, Managing Director,


It is Daphne’s genuine concern and love for her patients that sets her head and shoulders above others in her role. The fact that she is often the recipient of boxes of chocolates from patients clearly shows the esteem and affection in which she is held


It has also made the rest of the staff realise the importance of bringing people into the pharmacy and on capitalising on increasing the retail revenue while they are on the premises.


Having worked in pharmacy for so long, Daphne has seen community pharmacy go through many changes. Rather than viewing these changes as challenges, however, Daphne has embraced them and taken them in her stride.


She is a true team player and puts the needs of her colleagues above herself time and time again, going the extra mile for her customers and patients, all while building respectful, genuine relationships.


It is Daphne’s genuine concern and love for her patients that sets her head and shoulders above others in her role. The fact that she is often the recipient of boxes of chocolates from patients clearly shows the esteem and affection in which she is held.


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