One time I made a phone call to one of our outlets that serves the out-patients. I was put on hold for a while by the clerk who answered the call and while waiting for the pharmacist, I overheard her giving instructions to patients on the proper administration of their medicines.
As a trainer, I often wonder whether we are effective in giving encouragement and support to our frontline pharmacists so they may be able to provide drug information and patient counselling despite their heavy workload. So, you can just imagine my joy and excitement overhearing one of our frontline pharmacists counselling patients in action!
Surely, I made it a point that I let her know I am very pleased by what she does...
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