We’re marking the first anniversary of our pharmacy services at Community of Hope. We take pride in our accomplishments and the enhanced well-being of our patients. Damon Gilliam, PharmD, has provided insights into the significance of integration and expressed how the individualized approach at Community of Hope positively impacts our patients.
by Damon Gilliam
At Community of Hope, wellness starts with establishing a positive relationship with our patients.
My overall goal is to improve medication adherence and increase patients’ quality of life. To do that, I need to build a level of trust with each patient that will allow us to comfortably have a conversation about their medication concerns and determine what type of support is best for them moving forward. I try to do this at my initial point of contact with the patient or caregiver.
I also try to make the moment more personable by connecting with the patient through something unrelated to pharmacy.
Our goal is to ensure that our patients feel welcomed and leave knowing that we care.
The personal touch
On a Friday evening at closing time, a provider came to the pharmacy with a patient who was physically weak and could barely stand, seeking urgent assistance. The provider explained that she had not had any medication in two months after a lapse with another pharmacy.
I overheard the patient say how she hates going to the pharmacy and no one wants to help her before she started to cry. We comforted the patient and let her know that we would do everything we could to assist her with getting her medication. After 30 minutes and a few phone calls, we sent the patient home with all the medications.
Fast forward three weeks, the patient returns to the pharmacy and says, “You may not remember me, but I was the lady who was really sick, and you helped me with my medicine that evening.” I told her that I was glad to see that she is doing much better. She said, “You all were so kind to me, and this was the first time I have been to a pharmacy, and no one made me feel like I had a disease—so I had to come say thank you in person.”
Now, Community of Hope is her primary pharmacy. She uses our Rx delivery service, but always stops by the pharmacy just to say “hello.” when in the neighborhood.
