The unexpected importance of workplace resilience in pharmacy practice
All pharmacists and technicians in patient-facing roles experience both the challenges and rewards inherent in healthcare. Concerns regarding the mental health and wellbeing of healthcare professionals have long existed, with recognition that occupational stress and burnout can negatively impact patient outcomes1. Problems such as increased medication errors, absenteeism, and a decline in communication skills have been identified when healthcare professionals experience workplace stress2.
Resilience in Pharmacy: A Study
Improving resilience within the pharmacy profession is one potential solution. While there is broad agreement on the importance of resilience, there is less consensus on its definition, development, and who should be responsible for fostering it. Resilience has been defined as “a dynamic, positive, adaptive process where individuals maintain or regain mental wellbeing and functionality despite significant stressors and adversity”3. This definition often emphasizes individual responsibility for managing stress, rather than addressing the root causes of adversity.
Researchers in Canada undertook a real-time study during the early months of the COVID-19 pandemic to examine resilience in community pharmacies4. The study aimed to understand how pharmacists adapted to the unprecedented stress and uncertainty of that period. Researchers anticipated that some individuals would thrive, finding purpose in continuing their work despite the challenges.
Workplace Resilience Versus Personal Resilience
The study’s results were unexpected. The strongest predictors of resilience were not individual choices, but rather the decisions made by organizations, pharmacy managers, and employers. Regardless of pharmacy size, location, or ownership, the resilience of pharmacists was directly linked to working conditions and managerial choices. Researchers identified five key areas: multitasking versus focused workflow, 12-hour versus 8-hour shifts, team versus individual scheduling, technology implementation, and staffing support.
1. Multitasking Versus Focused Workflow
Multitasking is a common practice in many pharmacies. However, the study found that multitasking heightened stress and increased the likelihood of burnout. Pharmacies that allowed pharmacists to focus on single tasks for periods of time saw greater resilience among their staff.
2. 12-Hour Versus 8-Hour Shifts
While 12-hour shifts are common in healthcare, the study found they were not conducive to personal resilience and wellbeing. The cognitive and emotional burden of long shifts can lead to exhaustion and burnout.
3. Team Versus Individual Scheduling Practices
Consistent scheduling practices, and scheduling teams rather than individuals, were associated with greater resilience among pharmacists and technicians.
4. Technology
Thoughtful implementation of technology, with a focus on user experience – known as “human factors” – reduced stress and enhanced resilience. However, implementing technology without sufficient training or consideration for workload increased stress and burnout.
5. Staffing Support
Providing additional staffing support to relieve pharmacists of non-pharmaceutical tasks, such as enforcing social distancing guidelines during the COVID-19 pandemic, was seen as a supportive managerial practice. Even small gestures, like providing coffee and snacks, were appreciated and contributed to a positive work environment.
Unexpected Conclusion
The study concluded that pharmacy professionals may be better off working in a resilient work environment, even if they themselves are not particularly resilient, than being personally resilient in an unsupportive workplace. The expected personal resilience strategies, such as yoga or meditation, were not significantly protective.
Practical Steps to Support Resilience in Pharmacy
Managerial decisions are critical to the mental health and wellbeing of pharmacy professionals. Further articles will be published in The Pharmaceutical Journal to explore these findings in more detail and identify specific techniques for owners, managers, and pharmacy leaders.
Frequently Asked Questions
What did the study examine?
The study examined how ‘resilience’ evolved in real time for pharmacists and technicians working in community pharmacies during the early months of the COVID-19 pandemic4.
What were the key findings of the study?
The strongest predictors of resilience were not individual choices, but the choices and decisions made by organizations, pharmacy managers, and employers4.
What is meant by “human factors” in relation to technology?
“Human factors” describes an approach to technology integration that focuses on users and making their experience more intuitive and less stressful4.
Considering the significant impact of workplace conditions on pharmacist wellbeing, what changes could pharmacy organizations realistically implement to foster a more resilient environment for their teams?