Maria Gonzalez Chavez is a final-year PharmD candidate at the Ferris State University College of Pharmacy and chair of the 2022–23 APhA–ASP International Standing Committee.
I still recall the first day I officially stepped into the world of pharmacy. It was in 2015, a couple of weeks into my new job as a cashier at a Walgreens close to my home, and I was approached by the pharmacy manager about an opportunity in the pharmacy department. Although I was fairly new to employment at Walgreens, I had already been frequently called back to the pharmacy to translate for patients who only spoke Spanish. My family has always been spoken primarily Spanish, so I was fortunate to have retained the language and to be able to use it in the pharmacy. My ability and willingness to speak Spanish had made an impression on the pharmacy manager and, given the recent departure of one of their technicians, he felt I would make a great addition to the team. I seized this opportunity and started on the path that would take me to where I am now, less than a year from graduation.
At that time, I was also more than halfway through my undergraduate degree in communications studies but without a clear direction of what I wanted to do with it. It may sound cliché to say this, but I firmly believe that stepping into that pharmacy gave me a clear purpose.
Making a difference
Although it was initially a drastic change and somewhat of a learning curve joining the pharmacy team, I realized several things. I realized that although I had thoroughly enjoyed my studies in communication theories, I did not feel passionate about it. Yet I was introduced to one aspect of pharmacy and I was hooked. I felt not only that I could make a difference in patient care, but that in many instances I was indeed already making one.
In one particular example, I had the opportunity to talk to a parent with limited English proficiency who was having difficulty filling a seizure medication for her child. She was told by staff that it was too soon to refill it, but what was missed in the communication was that there had been a recent dose increase by the physician. Because I was able to communicate with her in Spanish, I was able to discover this dose change and help her receive a vital medication.
Another important realization I had was regarding the importance of communication in patient care. Community pharmacists are often one of the most accessible health care professionals, yet in many ways we can do better. Patient care does not end with the dispensing of medications. We work to ensure patients are engaged with their medical care, including their medications. One of the ways we do this is by providing counseling and completing medication reconciliations. However, health literacy can be a barrier to patient communication. This is particularly felt among patients with limited health proficiency. For example, translation services are not applied consistently in community pharmacies. In some cases, existing staff might be used, while in other cases, there is a rudimentary use of Google Translate.
Strive to understand others
I currently work in a community pharmacy that serves a primarily underserved community. Over the years, I have formed connections with many of the people in my community, as they have with me. Many of the patients know me by name, and I have been able to connect with many of them because I have some understanding of their culture, religion, or belief systems and because I understand the value of cultural competency. While the term itself is a misnomer (i.e., no one can truly be culturally competent), we can strive to understand others.
Culture is a multifaceted and broad range of beliefs, experiences, values, religions, and roles manifested in a group of people.1 As health care professionals, we should have the empathy and sensitivity to educate ourselves on the needs of patients, something I strive to continue to take forward through my career.
Reference
1. Tseng W-S, Streltzer J. Cultural Competence in Health Care. Springer U.S.; 2008.