My name is Doreen Ng Jia Yi, and I have been working with Unity for more than 10 years, currently serving at the Bukit Merah outlet as the resident pharmacist and store-in-charge.
Other than ensuring the smooth running of the pharmacy, I ensure that sales targets are met and merchandising standards are maintained to provide an excellent customer experience.
Additionally, I serve as the Chief Preceptor for polytechnic interns. I am also actively involved in the training and development of pre-registration pharmacists and pharmacy technicians, helping them build the practical skills and knowledge needed to succeed in their careers.
What is the most memorable moment in your pharmacy career?
One of the most memorable moments I’ve had as a community pharmacist was when a regular elderly customer came in to reorder her chronic medication, only to find out that our supplier was out of stock with no estimated restock date. None of the other Unity outlets had it either, and she began to panic, worried because she was running low and didn’t know what to do. To help her, I took the initiative to call around to other pharmacy chains and finally found a Guardian outlet that had the medication.
However, she was unfamiliar with the area and had no one to assist her, so I used her valid prescription and personally went down to purchase the medication on her behalf. She was incredibly relieved and grateful to receive it just in time before her supply ran out. That experience reminded me how much trust our patients place in us, and how even small acts of support can mean everything to someone in need.
What helped/motivated you to stay in your practice?
How do you harmonise work and family?
Being able to help patients take better care of their health and knowing that I’m making a difference in their lives motivates me to continue what I’m doing. It’s always nice to have appreciative patients come back and thank you for your advice. And the relationships I’ve built with regular patients and my pharmacy team make the job feel more satisfying.
Balancing work and family as a retail pharmacist definitely has its challenges, especially with long hours and the shift work. For me, I try to set clear boundaries between work and home so I can give my full attention to each when I’m there. Having a supportive family is also really important as they understand my schedule and are always willing to step in to help when needed. Self-care is also important so I also try to protect time for self-care and rest so I don’t burn out.
What do you think are the important skills that a community pharmacist needs to be equipped with?
1. Think and adapt fast:
The healthcare landscape is constantly evolving with new medications, treatment guidelines, and regulations. We have to be able to keep up so that we can respond effectively to the dynamic demands of our role.
2. Communication skills:
Empathy plays a key role in ensuring patient safety. Strong communication helps build trust and rapport, encouraging patients to share concerns and follow treatment plans, and also promoting public health services like vaccinations and screenings within the community.
3. Empathy:
It helps us connect with our patients on a personal level, fostering trust and building relationships with them. It also allows us to provide compassionate care, especially to those who may be anxious, confused, or dealing with chronic illnesses. Demonstrating genuine care helps them feel valued and encourages them to take greater ownership of their health.
What is one misconception about community pharmacist that you hope to correct?
One of the most common misconceptions is that community pharmacists just count pills and hand out medication. While dispensing is certainly part of the role, it’s only one aspect of a much broader set of responsibilities.
Community pharmacists are often responsible for running the entire pharmacy operation. We also perform other clinical tasks such as medication reconciliation and chronic disease management to help patients manage conditions such as hypertension and diabetes. Beyond clinical duties, we’re also involved in staff training, mentoring new pharmacists or pharmacy assistants.
Quote of advice: What is your advice for your fellow pharmacists and for people who are considering this career?
For my fellow pharmacists:
passion is what keeps you motivated to make a difference in your patients’ lives. Go beyond and face each challenge with purpose.
For those considering a career in pharmacy:
This is a dynamic, challenging, and incredibly rewarding career. It’s much more than just dispensing medications. It’s about being a trusted healthcare provider and a problem solver. If you are passionate about helping people, and making healthcare more personal and approachable, then community pharmacy is a rewarding place to be.