by PSS Community Chapter

Shining Star is a PSS initiative that features individuals who embody the exceptional qualities of a community pharmacist. In this issue, we shine the spotlight on Ms Chuang Xue Fen from Unity Pharmacy.

“Hello! I am Xue Fen. I have been a pharmacist with Unity for 7 years. I enjoy being a community pharmacist as I can play an active role in keeping my community healthy and well. Seeing them take charge of their own health and reap the benefits from it brings much satisfaction and pride.”

Throughout my journey as a pharmacist, I am heavily involved in public education and professional education as I believe in knowledge empowerment. I was a member of the PSS Public Education Chapter for 4 years where I conceptualised and designed public education collaterals for various social media platforms and vetted medication information leaflets to be uploaded onto HealthHub.

I was also the Public Education Team Lead for PSS Pharmacy Week 2021 where I set the direction on content creation and delivery for the health talks and infographics. I am currently the Deputy Chief Preceptor for Unity where I ensure the smooth running of the pre-registration training and mentor and nurture pre-registration pharmacists for future practice.

• What is the most memorable moment in your pharmacy career?

A domestic helper in her 30s thought she was having a heart attack when she started experiencing increasing pain in her chest. She was panicky and in tears but thankfully, was still able to converse. After some probing, I suspected she was having heartburn instead. I told her she was unlikely to be having a heart attack and quickly gave her an antacid to take. To calm her down, I demonstrated a breathing exercise and performed it with her. A doctor who is my regular customer also came and checked in on her and reassured her that she was not having a heart attack and that she was in good hands with me. When she felt much better, she thanked me and gave me a hug which caught me off-guard. She was grateful that she was still alive as she thought she was going to die young and was worried about her family back in her home country. I told her I was happy to help and gave her some advice to manage her heartburn. She left the store relieved and I felt a sense of satisfaction that I was able to discern various health conditions with my pharmacy knowledge and provide the care needed for it.

• What important skills should a community pharmacist be equipped with?

I think a community pharmacist needs to be equipped with at least the following skills:

In the care of customers:

• Empathetic and non-judging to build trust and respect
• Active listening to sieve out pertinent information to make good clinical judgements
• Good communication to provide advice that is easily understood
• Interpersonal skills

In running the business:

• IT skills to be able to use the systems at work
• Team player
• Analytical and problem-solving skills
• Results-driven

• What motivated you to stay in your practice? How do you harmonise work and family?

The interaction and engagement with my customers of various backgrounds makes work interesting and broadens my perspective as we exchange knowledge, not just on health but also on life. Having my customers trust me to always come back to me for various personal or family’s health and wellness needs is definitely heartwarming and satisfying. I feel proud that I am able to contribute positively to the health of my community and reduce the burden on our public healthcare system. Of course, having the acknowledgement from customers who take the time to write in compliments and express their appreciation keeps me extra motivated to improve and continue serving wholeheartedly.

Having my family’s support and understanding is invaluable as oftentimes I have to work shifts, weekends and public holidays. I am grateful that my family would always try to accommodate my work schedule so that I am able to join family gatherings. I am also thankful that this job does not require me to bring a lot of work home so I can spend quality time with my family after work hours.

• What is one misconception about community pharmacists that you hope to correct?

One misconception is that community pharmacists only handle the medication aspect of customers’ health. Actually, we play a much bigger role. We value-add beyond just the scope of medications and play a significant role in health promotion. We empower our customers with knowledge on healthy living, well-being and self-care so they can make informed choices. We are frequently engaged by external partners on various health promotion initiatives e.g. Temasek Foundation for the distribution of vitamin D and oximeters and the Singapore Cancer Society for the distribution of Faecal Immunochemical Test (FIT) kits for the screening of colorectal cancer. We also run patient counseling services like smoking cessation and diabetes care to better manage our customers’ health and medications. We are thus providers of holistic care, keeping our communities healthy and well so they are able to live their best lives possible.

“Genuinely care for your customers the way you would for your family and friends so that you will always give your heart and your best to your customers. Witnessing your customer’s betterment in health from your personal care may just be the drive you need to serve passionately and what keeps you contented, fulfilled and constantly motivated to improve.”