It’s our job, it’s what we do

Community Pharmacy Derbyshire were very pleased to hear an example of how the interactions and conversations that pharmacy staff have with patients on a daily basis can have a positive impact on their health and may also lead to early diagnosis.

Kale Day, Pharmacist, Superdrug Pharmacy – Derbion

After qualifying two years ago, pharmacist Kale Day began working in Superdrug’s pharmacy in the Derbion in Derby city centre. In his role as pharmacy manager, he often finds himself advising patients at the pharmacy counter. Back in April, he noticed one lady who was coming into the store two or three times a week to purchase Gaviscon.

“Being aware of symptoms that could hint at something more serious than simple indigestion, the next time I saw this lady come into the pharmacy, I made a point of serving her myself,” explains Kale.

“I asked her what she was using the Gaviscon for and how many times a day she was using it. Her response was she was suffering with acid reflux and taking Gaviscon 4 or 5 times per day, the maximum daily dose. I explained that Gaviscon is only meant to be used for 2 or 3 days and that if symptoms weren’t getting better, it was a good idea to see the GP to discuss.”

Continues Kale: “Since her persistent use was a red flag to me as a professional pharmacist, I advised her to make an appointment with her GP and find out what was causing the acid reflux. She thanked me, left the pharmacy, and I didn’t see her again for a few months. Then, one afternoon, I was busy in the dispensary, and I noticed the lady at the counter speaking with one of the pharmacy team. The two of them hugged and the lady left without me having a chance to chat with her.

“When I caught up with my colleague, she told me that the lady had been diagnosed with oesophageal cancer. She had asked my colleague to thank me for the intervention I had made and was extremely grateful for advice I had given.”

“I was, of course, relieved to hear that she’d received a diagnosis and, as I understand, is now getting treatment. I was also very gratified that she’d taken the time to pop in and give us her feedback. This doesn’t happen often for us pharmacists, we don’t normally hear back from patients. It was great to discover we’d had a meaningful impact for this patient. And, it also made me wonder how many more of these stories go missed.”

Nick Hunter, Chief Officer for Community Pharmacy Derbyshire, comments: “The intervention that Kale delivered epitomises the importance of community pharmacy, pharmacists and pharmacy teams not just in Derbyshire but across England. Examples just like this will undoubtedly occur every single day and support an irrefutable case for pharmacists to be accessible to patients at the counter in pharmacy. This face-to-face contact is invaluable, and potentially lifesaving, as Kale proved.

“Community pharmacies like those run by Kale and his team are unrivalled in delivering a consistency of healthcare that local people require. They play an integral role in supporting the health and wellbeing of millions of people and this story is a prime example of that.”

Concludes Kale: “This lady could have been my mum and I’m so glad I intervened that day – it’s our job, it’s what we do.”