Covid-19: Diary of a front-line pharmacist (25/3/20)

Hours worked: 11.5hrs

Meals: 1

Water: 2 cups

Toilet breaks: 0

Today we began the process of taking back control. The lessons learned yesterday proved valuable as we continued to modify our approach to the situation. For the first time I felt like we could do this. A drastic difference to the emotional wreck yesterday.

The day began at 6AM again. My mind buzzed once again with ways of improvement. I arrived at work early, determined to implement changes. I stood my ground with upper management and told them what I was implementing rather than asking for approval. My staff's health and safety came first. We are in this for the long haul so we must think like a marathon runner. We also had to ensure we would not be making mistakes on prescriptions, putting our patients in danger. I wrote and stuck updated notices outside to inform the public of the changes.

We talked strategies in the morning meeting and I split my staff into 3 mini teams. Then we opened to the public. Thankfully the store has begun to crowd control, limiting the amount of customers in at a time. I was glad to see some patients have started to social distance though most were still ignorant. I found we had to constantly treat them like children. "No, you cannot do that." "Please line up here in a straight line." "No, you will be considerate of others." "No, your attitude will not be tolerated."

With the new strategy we now have limited services, no over the counter sales, reduced disruption and an improved flow. By lunch time, we adapted yet again and stopped receiving physical prescriptions. A lady tried to hand in prescriptions she had in her mouth. I had to give her a stern talking to and sent her back to her doctor. In all honesty, all prescribers should have moved to electronic prescriptions by now to reduce contamination and infection. We developed a better system of organising prescriptions for pick-up. Close contact time with each customer was now being reduced. Scripts were heading out the door.

The system wasn't perfect and we still had some unsavoury customers abusing staff and throwing tantrums. Security guards checked on us every half hour and escorted a few off the premises. But most were starting to understand. If you listen and let the health professionals do their jobs, things will run smoothly.

A couple of regulars gave us smiles and encouragement. I can see the words hitting home in the hearts of my staff, invigorating them in their work. The mood started to lift even though we were still drowning in prescriptions. Staggering breaks was a failure in previous days as it brought the pharmacy almost to a standstill. Closing the pharmacy for half an hour for meal breaks was the best decision. We were able to leave the environment and refuel, even if it was for a short while.

When the doors closed to the public we all heaved a sigh of relieve. Today felt like a win. Lighthearted banter went on as we worked the remaining hours to plow through more prescriptions. The objectives I had set today were achieved. Staff were not severely overworked and overtime was limited. Tomorrow brings a chance of more improvements. We were making headway in uncharted waters.

I know a lot of health professionals are on the same boat. Every pharmacy is in the same situation. Various pharmacists shared their experience with me after my post yesterday. We are all struggling to cope. But I hope everyone will remember to take back control and put our own health and safety first. We should not be working long shifts and past midnight to try and make a dent. More scripts will come regardless and we have to pace ourselves.

To the public, I urge you to have kindness and patience in your heart. Stay at home to protect us. Keep your distance. Share your protective gear with those most in need. Stop hoarding and leave enough for others. Smile and say thank you to the front line workers who are risking it all. Do your bit and we will see brighter days.

Live. Love. Laugh. Liberate.

- Avis Knows

(This post was originally posted to Avis Knows Consulting Pharmacist.)

The COVID poster we made to put outside the pharmacy.