Ms Sharene Goh was nominated as a Shining Star as part of the PSS initiative

1. Why did you choose pharmacy as your profession?

Growing up, I had always had a fascination with the business and healthcare sectors. To me they are exciting, challenging, and ever-changing in nature. However, I narrowed down my interests to pharmacy because a pharmacist can change lives, impact families and communities towards better health and future. Furthermore it is a dynamic profession with endless possibilities – I can choose to work in hospital, retail, industry, regulatory and many more!

2. Why did you choose to be a community pharmacist?

Being a community pharmacist is a perfect match between business and pharmacy. For example, I can be a pharmacist and at the same time learn how to manage a retail store.

3. What helped/ motivated you to be where you are today?

I view my job as not just a ‘job’, but also as a source of inspiration for others to embrace a more positive outlook in their health and lives. When I align this viewpoint with my work, naturally I am fuelled with the passion and motivation to strive for excellence, walk the extra mile and reach out to impact more people every single day.

The second factor is the positive working environment created by my colleagues and supervisors, who are also my mentors. I am not perfect and would definitely not be where I am today without the help, support and teamwork from my colleagues, as well as the guidance and encouragement from my mentors.

4. Who would you say is your role model, who inspired you to excel in the pharmacy field that you choose?

I do not have a specific role model because there are countless people whom I look up to. I am inspired by people who are unconditionally positive regardless of their circumstances, such as Nich Vujicic, author of ‘Life Without Limits’. I also admire people who contribute selflessly and never give up, like Mother Theresa. Besides that, I admire people who remain humble despite being at the top, especially in a world where everything is about ‘me, me, and me’, for example Mahatma Gandhi.

5. What is your advice for your fellow pharmacists and for people who are considering this career?

For fellow pharmacists:

I feel I am not in a position to give advice, but rather as a form of encouragement – to not limit ourselves as mere ‘drug dispensers’. Pharmacists can be communicators, entrepreneurs, educators, innovators and even consultants to our patients, clients and customers. Also, the pharmacy field is constantly evolving. Let us work together to improve, expand and be innovative with the many services that pharmacists offer – because together we can achieve more.

For people who are considering this career:

Pharmacy is indeed an exciting and challenging profession. If you are dynamic, caring, innovative, able to work hard and work smart, have strong interests in math and science, like to deal with people and medications, pharmacy may well be the right career path for you.

6. Given that Singapore will be experiencing one in three citizens aged 65 and above by 2030, how do you think pharmacists can contribute to the healthcare of this group of people?

Community pharmacists are the most accessible healthcare providers and we provide free consultation. Since most senior citizens have limited or no income, seeking help or consultation from pharmacists would come in handy. We are able to spend more time counseling them in a relaxed environment (e.g. in a shopping mall) and thus play an important role in helping them better manage their health condition and achieve the best results from their medications.

We should also work hand-in-hand with other healthcare professionals (e.g. doctors, nurses, dieticians, physiotherapists) to provide a more holistic care to patients’ health.

7. What is the most memorable moment in your pharmacy career?

There are many memorable moments.

Firstly, it would be compliments from customers. For example, one German customer who travels widely wrote a compliment letter saying that my service is the best and the most professional that she has come across. I feel very happy and honored after receiving her compliment.

Next, would be the reward of friendship. When customers have trust in you they will naturally become your friends. They will go out of their way just to visit me at the pharmacy. For example, there is one customer who would travel from Bukit Batok to Novena just to talk to me. Another old uncle who walks with a walking aid would take a cab from Serangoon to Novena and climb the stairs to visit me. These little things in life make my day.

Last but not least, it would be seeing the improvement in my patients’ health and quality of life.

8. Describe your career progression path

I did my pre-registration training in National Healthcare Group Choa Chu Kang Polyclinic. After that, I joined Watson’s in July 2011. I am now the resident pharmacist at Watson’s Novena Square.

In Oct 2011, I was in charge of our internal pharmacy practice meeting, where I coordinated bimonthly department meetings and supplier trainings.

In Oct 2012, I became the portfolio leader for the department’s Professional Development team. As the name implies, the portfolio aims to help pharmacists develop their professional prowess by empowering them with the right knowledge, mindset, methods and motivation. To date, it consists of 13 members and 6 sub-portfolios which include providing therapeutic and product training, drug information services, updates on current health issues, medication reclassification and pharmacovigilance.

The list is fast expanding as we are recruiting more members to contribute to newer aspects of the portfolio, such as medications safety and soft skills training.

Just like football, teamwork is everything. As team leader, I am the ‘captain’ who sets directions and goals for each of the sub-portfolios, monitors tasks progress, and interacts closely with team members. Sometimes I am the ‘coach’ who spends time to listen and comes out with strategies to solve problems. I am also the ‘cheerleader’ who encourages members to give their best and unfold their potentials. I am glad to have a team that is cooperative and dynamic. Seeing the portfolio and team members grow is the most rewarding experience for this role.

The number of years of experience should not limit our aspirations and accomplishments. As long as we have the passion, perseverance and positive attitude, with the right mentor and supportive work culture we can excel as community pharmacists.

9. Can you describe a typical day at work?

Most of my customers seek my advice for minor ailments, such as headache, flu/cold, fever, allergies, fungal infections, etc. I also work with customers to fill their prescriptions, explain proper medication use, and provide clinical services. Other than that, I am often asked to give recommendation on diet, exercise, wellness or stress management. Sometimes I also discuss with doctors about a patient’s medication therapy, and help to identify possible drug interactions for people taking more than one medication. For patients with chronic conditions (such as high blood pressure, diabetes, and high cholesterol), stress or weight issues, I would proactively follow up with them on a timely basis.

Other than that, I am responsible for the pharmacy’s inventory, such as ordering and receiving, as well as merchandising.

10. What do you think are the important soft skills that a pharmacist needs to be equipped?

The first would be communication skills. Effective communication is an essential tool in helping patients understand their medications and thus increases the chance of optimal therapeutic outcomes. My number one rule is ‘KISS – Keep It Short and Simple’ – keep sentences short so that it is easier for listeners to retain their attention and remember what we say, and use plain English so that people can understand. Apart from verbal communication, visual demonstration is also vital in bringing the message across. For example, I will always demonstrate how to wear a mask or how to use a nasal spray to customers if they are not sure.

Second would be motivational interviewing skills. Pharmacists can inspire and empower customers to want to change for the better. This is especially important when engaging the younger generation of customers.

Last but not least – leadership skills. This involves problem solving skills and leading by example. We need to be proactive and not be confined by society’s expectations of what a pharmacist can do.

11. What is your wish list to your patients/ the public who comes to you?

I wish that patients will speak to a healthcare professional early, before their health conditions become worse. I hope people will be assured that pharmacists (their medication experts) are here to help them with their health and medication needs.

Customers' Compliment Of Ms Sharene Goh

 Shining Star is a PSS initiative to showcase our role models in Community Pharmacy