In 2023, patient Liz Ferguson ended up at Terwillegar Park Pharmacy by chance.
“It was one of the closest pharmacies to the house and it was open that day,” said Liz. “I thought the pharmacist, Anne, was lovely, so I thought I might as well transfer everything there.”
Over the next couple of years, Liz found herself turning to her pharmacist, Kyung-Ok (Anne) Oommen, for more of her healthcare questions and needs.
“Any time I have an issue, I just call Anne. Any time I need quick advice for anything medication related, I ask Anne,” said Liz.
Liz decided to contact ACP to express her appreciation and recognize Anne’s hard work.
“Any chronically ill person like me knows that the healthcare system can be complicated and scary. Having access to a healthcare professional like Anne who is always there to answer questions and listen, it takes a huge weight off my shoulders,” said Liz. “It’s one less thing I have to worry about every day.”
Anne was honoured to be recognized by Liz and said that those connections she forms with patients are just as meaningful for her.
“Those genuine connections are kind of like little nuggets of gold when you can genuinely connect with and help someone,” said Anne. “For me to go to my job and have those moments all the time, it’s something I really cherish, and I think that really keeps me motivated.”
Anne has found that sometimes it only takes small tweaks to make things easier for patients.
“Even for complicated conditions, simple solutions can make a big difference for patients,” she said. “It could be something as simple as setting up a reminder on the pharmacy end when a patient’s medication is going to run out so we know to give them a call and check in.”
She also tries to be prepared to proactively support different patient needs.
“One small thing we do is to make sure to order sugar-free cough syrup because diabetic patients get colds too!” said Anne. “It’s just about having options and thinking about people and their unique needs—I think that goes a long way.”
For Liz, what really makes Anne’s approach stand out is her communication.
“Every time I go in to pick something up or I call to refill something, she’ll ask me how I’m feeling, how I’m doing, and she listens and she remembers. Feeling heard and having that support is really important to me,” said Liz.
That open communication is the cornerstone of Anne’s practice.
“My approach is kind of creative and flexible because that’s the only way to treat a unique person, but it’s always centred around the human connection,” said Anne. “A genuine relationship builds the groundwork for really good honest communication about a patient’s life and how medications might fit into that picture.”
Anne recognizes that, in a busy pharmacy environment, it can be hard to balance so many competing priorities.
“I have worked in very busy community settings where you feel like you don’t have control and that’s really hard for a lot of us type A pharmacy people,” she said. “Burnout is a real issue and we need to take care of ourselves as well.”
But Anne added that the extra effort to get to know a patient goes a long way.
“Even a few questions about a patient’s personal life can really inform their care. I find it’s helpful to ask questions that might not even be pharmacy related because it could impact how they’re going to take their medicine or how they’re going to tolerate it,” said Anne. “For example, finding out a patient has a newborn baby and they’re very sleep deprived might help to inform their care.”
Liz agreed that considering the patient’s perspective can make all the difference.
“Honestly, the small things that Anne does really make a difference. One time my benefits wouldn’t cover one medication I needed for severe digestive issues so Anne found something else that would be covered that would work just as well for me,” said Liz. “That was a small change but a huge help because it meant I could avoid another trip back to the doctor, another waiting up to two weeks for an appointment, another trip back to the pharmacy. It’s just all taken care of and I can start getting better.”
Anne summarized that, in the end, it all comes back to person-centred care.
“I think if you have the courage to step into a patient’s world to see them as people, not just patients, that makes all the difference to help personalize their care.” said Anne.
Anne’s approach to pharmacy care is a reminder that small changes can make a big difference. Liz’s email is also a reminder of the impact that a patient can have when they recognize their pharmacy team’s hard work.
“I think pharmacy teams do a lot that people don’t always see, and it feels really nice when someone notices and appreciates your efforts,” said Anne.
