PHARMACIST OF THE YEAR
James Kane, Senior Territory Manager, Teva UK Ltd, pictured with award winner, Rachael Smith, Boots, Silverburn.
RACHAEL SMITH, BOOTS SILVERBURN
W
hen Rachael first joined the pharmacy at Boots Silverburn, it was not performing to its full potential and was in need of
direction and leadership. Rachael was the catalyst for change that the pharmacy needed.
The pharmacy was underperforming on all fronts, so Rachael set about putting in place new methods of practice and taking things back to basics. As performance versus target was poor, Rachael identified loyalty as the area of focus needed to turn things around.
Leading by example, she demonstrated how conversations with patients and customers should go and held one-on-one sessions with each staff member to make sure the standards in terms of customer service and patient care were exemplary. Once the basics were mastered, she then began to speak of her ambition for more and her view for
38 - SCOTTISH PHARMACIST
the future of the pharmacy, identifying services as the key to success.
Rachael has worked closely with other departments on innovative new ways in which she can help patients and customers. In addition to her work with the beauty and fragrance teams, she also identified a key service for the community and how it could be improved – smoking cessation.
While working with so many patients and members of the Pollock community, Rachael saw that there was a need for a caring service to help those who wished to stop smoking. This service was already in place at Boots Silverburn but has been completely brought to life by the perseverance and will of Rachael.
She recognised that the pharmacy could do more to help those who wished to stop smoking
and so she got in touch with the charity ASH Scotland, which was hosting weekly community smoke management events in a nearby Tesco.
Rachael reached out to them to create a partnership with the pharmacy and Boots Silverburn is now the recommended destination in Glasgow East by ASH Scotland for those who wish to stop smoking. There are now a lot of people in the local community who owe their health to the determination, knowledge and care of Rachael Smith.
The key to offering a vital healthcare service to the community is working with other healthcare professionals in order to offer a complete care package. In addition to reaching out to the people of ASH Scotland, Rachael has built strong relationships with local surgeries and their GPs. This has been done by setting up meetings with practice
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64
