Rehana Patel won the Key Staff award at last year’s Independent Pharmacy Awards. She told Steve Bremer how she delivers a successful smoking cessation service from a pharmacy at a petrol station

Rehana Patel is no ordinary pharmacy technician, nor does she work in an ordinary pharmacy. A winner at last year’s Independent Pharmacy Awards, Rehana works at a 100- hour pharmacy located on a petrol filling station forecourt.

Community pharmacy is proud of its easy access, but 4Court Pharmacy in the Whalley Banks area of Blackburn, with its ample parking and long opening hours, makes it simple for customers to pop in at any time of day. And a broad cross-section of the local community visit for prescriptions, advice, and services such as Rehana’s smoking cessation clinic.

Rehana has been a registered technician for two and a half years, having started work at 4Court Pharmacy as a dispenser soon after it opened in 2008. In her previous job, she had worked as a medical secretary at Preston hospital, but was glad to move into pharmacy. “I hated that job, it just wasn’t me.” Rehana has always been interested in pharmacy, and already had some work experience when a locum spotted her CV six years ago. “I always wanted a job with a career background.” And she loves working at 4Court. “I like how we work as a team. There’s a very warm friendly atmosphere among both staff and customers and you can easily communicate with people.”

Getting the balance right

A second job at a local GP surgery enables Rehana to bring more to her work at the pharmacy. “It means I get to see the balance from both sides so I can relate to both better. If ever there’s a query from this surgery it’s much easier to interact with them because I work there – that’s the advantage. I have the understanding of both.”

Rehana joined the GP practice as a medical secretary, but then took on a medicines management position for two years. She now has a more administrative role, working on hospital discharges, dealing with medication queries and coding for new patients.

Rehana developed an interest in smoking cessation two years ago, when there were only four pharmacies offering a funded service in the area. Helping the pharmacist with paperwork initially led to her attending training sessions and she enrolled on the National Centre for Smoking Cessation and Training (NCSCT) training course and obtained her level two qualification to become a stop smoking practitioner. Smoking cessation has since become a more common pharmacy service in Blackburn.

"There’s a great sense of satisfaction knowing that you’ve
actually made a difference to that person"

Client numbers vary, but around 10 a week is the average, many of whom drop by without an appointment. The type of clients varies enormously, ranging in age from 14 to over 65. One client is unable to speak, having lost his voice box after cancer treatment, so replies by writing down his responses. A couple came for a consultation recently because they wanted to become foster parents. “Everyone has their different reasons – I get to hear why and how.”

Further training

A significant number of clients are on a methadone programme, which can make adherence to a cessation programme more difficult because of their hectic lifestyles. But Rehana has undertaken additional NCSCT training modules in both mental health and pregnancy to help her deal with some clients’ more complex needs. To help quitters recognise their achievements and to encourage them to persevere, she has designed her own certificates for those who reach the four and 12-week stages.

E-cigarettes are encouraging more smokers to seek pharmacy advice. “A lot of people have tried them but get fed up with the irritated throat and want more help.”

Client feedback is encouraging, with many successful quitters grateful after 12 months or more of not smoking. “There’s a great sense of satisfaction knowing that you’ve actually made a difference to that person.” And getting to know people is enjoyable, too. “Some people think I’m a counsellor and tell me their life story. I don’t know if it’s the leather chair!”

One ex-smoker said: “It must feel great for you to go home after work knowing you have helped someone”.

Customers drop in for a wide range of advice having just filled up with petrol

Collecting data

A laptop computer records details of every consultation and feeds into a central database administered by the CCG. Patients are referred to their GP if they are considered suitable for varenicline treatment.

Rehana is working towards her ACT qualification but hopes to develop both clinical and management roles. “I do want to go bigger and better and into more of a senior role. I want to make full use of my potential. Whatever the opportunity is I’d like to grab it with both hands.”

The Independent Pharmacy Awards presentation ceremony at London’s Waldorf hotel was a memorable occasion and has inspired Rehana to strive for more in her work. She was particularly delighted to receive a personal letter of congratulations from the Royal Pharmaceutical Society chief executive Helen Gordon, who presented the awards. And she was also pleased to meet IPF chairman and a member of her local LPC Fin McCaul, for the first time.