Behind every prescription, consultation and patient interaction is a person making a difference. In our new regular feature, Pharmacy Faces, we meet the people who keep pharmacy moving, from pharmacists and technicians to dispensers, counter assistants and support staff. Each issue, we ask the same questions to discover what brought them into pharmacy, what motivates them every day and the impact they have on the communities they serve. If you would like to recommend someone for Pharmacy Faces contact our editor Shelley Gibbins at editor@pharmacyshows.com
Liah Farrell is an accuracy checking dispenser working at what is believed to be Scotland’s oldest pharmacy where she juggles dispensing and clinical services with questions from tourists keen to learn more about the history of the branch.
Introduce yourself and tell us about your role in pharmacy.
I am the branch manager at Lindsay and Gilmour Elm Row pharmacy in Edinburgh. I am also an accuracy checking dispenser, phlebotomist and trained in cryotherapy, otoscopy and ear wax removal. I have been in Elm Row for almost three years and have worked in community pharmacy for 11 years now. I am also the chair of the company’s employee forum and really enjoy taking part in this
What inspired you to pursue a career in pharmacy?
I stumbled across pharmacy accidentally. I was looking for a modern apprenticeship outside of high school and took one as a trainee counter assistant. I then realised how much I loved it and did everything I could to keep training and learning more, working my way up to where I am now
What does your average working day involve?
Usually private service appointments, consulting with customers, dispensing or checking prescriptions and ensuring the running of the branch is going well
What do you enjoy most about your role?
I love the relationships you can build with customers and the advice you can offer them. You never know who is going to walk through the door next or what challenges you’ll see in a day
What has been the most memorable moment of your career so far?
This is a tough one because I’ve seen so many different things throughout the years. I think it would be taking part in the 200 year celebrations for the branch. I love learning local history and trying to imagine how the branch would’ve been all those years ago.
What’s the biggest challenge facing pharmacy today from your perspective?
The biggest challenges I feel are medicine shortages and the drug tariff pricing issues. I feel that filling prescriptions should be the easiest part of our job and often issues like this makes it the most difficult and I understand how frustrating it can be for patients when we face challenges like this, having to source alternatives
What skill is most important in your job?
I think flexibility, organisation and the ability to multitask are the most important in the job, quite often I’ll be dealing with multiple tasks at a time, on the phone, sorting through paperwork and doing something else, so being able to organise these and still be calm during this is a skill that travels far in pharmacy
What’s something you’ve learned from patients over the years?
All that anyone who comes through the door wants is to feel listened to and if you help them the best you can they appreciate it, even if you can’t fully solve their problems
How do you think your role makes a difference to patients or the wider community?
I feel patients really appreciate the availability of the pharmacy and being able to walk in and seek advice and treatment without having to make an appointment. I feel they really appreciate the extra services I have trained in to be able to further help them. The training I have done is to ensure I can do as many of the tasks that traditionally would be done by the pharmacist. This leaves them free and available to do things only they can do. This really helps the day to day running of the branch and the patients experience
When you are not at work how do you like to spend your time?
I spend a lot of my free time socialising with friends or my niece and nephews, walking with my dog and baking or doing other arts and crafts.
