Treating her customers like friends helps Catherine Dawes to get to the bottom of their problems

Catherine Dawes had always visited and trusted her local independent community pharmacy, but since she took a job there back in 1999, the staff and its customers have become like family. “We’re a really close-knit team; we support each other and go out together and we’re on first name terms with all our customers,” she says.

Being a familiar, trusted face in the neighbourhood has enabled Catherine to make a real difference to her customers’ health and wellbeing, especially when it comes to helping them manage their weight.

 

Catherine is always on hand to offer friendly and expert advice

 

Weighty matters

Phakey’s Pharmacy, which is a member of Numark, offers a variety of weight loss solutions, including a private weight management service, priced at just £2 per session; referral to one of Nottingham City Council’s Healthy Change programmes, or the option of following the meal replacement programme Celebrity Slim.

“I can offer people various options, depending on what suits them, including referring them to Eat well for Life through Healthy Change, which teaches them how to cook cheap, healthy meals. I can even refer people to Slimming World, but most people choose to stick with me because they prefer the one-to-one support and personal touch, as well as being able to attend at a convenient time,” she explains.

During a customer’s first appointment, Catherine likes to have a long chat to find out the reasons why they have put on weight and what is preventing them from shedding the pounds. “I try to understand why they’re overweight, whether it’s through overeating due to boredom or lack of exercise, and I look for patterns in their behaviour – for example, if they graze or skip breakfast. Once we’ve worked out what the problems are, I can help to move them in the right direction,” says Catherine.

Then, with the help of leaflets from the British Heart Foundation, together with a bit of common sense, Catherine helps her customers to incorporate healthy changes into their everyday lives, such as controlling their portion sizes, cutting down on alcohol or getting more exercise.

The service also includes weekly BMI (body mass index) and waist measurement checks, as well as the option of a free blood pressure reading, to help customers see their progress.

We see our customers as friends. They can come in for a laugh and a joke or they can come in the back for a cry

Catherine believes that the popularity of the weight management service is down to the fact that she treats her customers “like friends” and takes the time to “sit down and talk about their problems”. And, because she has struggled with her own weight, people find it easy to relate to her.

“I never put anyone down, but I can help get them back on track if they’ve slipped up and gained weight,” she says. “And they know that I can empathise with what they are going through because I’m not a stick-thin model; I’m one of them.”

Help at hand

Of course, Catherine isn’t just there to help people who are trying to lose weight. Her roles also include discreetly providing free condoms to teenagers and young people who present the C-card; signposting people who want to quit smoking to the stop smoking service, New Leaf, and looking out for people who could benefit from an NHS Health Check.

In addition, if through chatting Catherine finds out that one of her customers is going on holiday soon, she’ll show them the pharmacy’s convenient travel checklist to ensure that they don’t leave anything important behind.

“The list includes everything from checking that your passport is up-to-date to remembering to pack the right factor sunscreen, as well as getting any jabs or antimalaria tablets they may need,” she says. “People love this little touch; they are always so grateful and say that they would’ve forgotten something otherwise.”

Catherine juggles these services with the day-to-day running of the pharmacy counter, where she provides advice on over-the-counter medicines and takes prescriptions into the dispensary team, as well as keeping on top of her training. It’s no wonder that owner of Phakey’s Pharmacy, Atul Phakey says that he feels “extremely lucky” to have her on the team. “It’s really important to have such a competent person working for us; in fact, it’s vital,” he says.

Ringing the changes

A few years ago, Phakey’s Pharmacy relocated from its original premises inside the local GP surgery on Carlton Road, Nottingham to a brand new, purpose built pharmacy further down the road. The new pharmacy has a more relaxing waiting area and two consultation rooms with wheelchair access and, according to Catherine, is “a beautiful place to work”.

The former pharmacy is still in use, and now specialises in providing mobility and independent living aids. Catherine pops in most days to help out particular customers who know her well and has enjoyed learning about the different products.

“It’s incredible how many devices there are out there to help people live more independently,” says Catherine. “For example, how do you make a cup of tea if you’re blind? There’s a device that attaches to the tea cup and beeps to let you know if you are pouring too close to the edge. There are also devices to help people with movement disorders to get dressed. There is something for every kind of disability.”

After 15 years in community pharmacy, Catherine says that she is still learning. Currently, she and a colleague on the counter are training to become health champions, which she hopes will help her to spur on more customers to lose weight and lead healthier lifestyles.

“It is very informative, all about signposting and helping people to change their behaviour. Of course, we’ve always done that but now we are much more aware,” she says.

When asked if community pharmacy is a good setting to provide advice and support on healthy living, Catherine agrees enthusiastically and adds: “Especially this one because we see our customers as friends. They can come in for a laugh and a joke or they can come in the back for a cry. They trust us and can ask us anything.”