What We Learned by Walking Alongside Pharmacy

Back in April, I shared what I learned while shadowing Delores Williams, a Gilchrist home hospice nurse. What struck me most was how much I learned simply by seeing our work through her eyes. Experiences like that reinforce something I have come to believe as a leader: some of our most important lessons happen when we slow down, observe, listen, and spend time with the people doing the work every day.

That experience was part of a broader commitment I asked our executive team to make. I have asked each executive to regularly spend time shadowing teams across GBMC HealthCare to better understand their work, their challenges, and the experiences of the patients and families we serve.

Today, I have asked Mike Stein and Cathy Hamel to share their perspectives after spending time with two different parts of our pharmacy enterprise.

There is a quote from Unreasonable Hospitality that I return to often: “The way you do one thing is the way you do everything.”

As I read Mike's and Cathy's reflections, that quote came to mind. Whether in our Central Pharmacy or our outpatient and specialty pharmacy services, the same qualities appeared again and again: attention to detail, commitment to safety, teamwork, and genuine care for patients. Those qualities are not something our pharmacy teams turn on for a visitor. They are simply part of who they are every day.

I am grateful to Mike and Cathy for sharing their perspectives, and to the pharmacy team members who welcomed them and opened a window into their work.

Mike Stein, MHSA, FACMPE 
Executive Vice President and Chief Operating Officer 
GBMC Hospital

"For my shadowing experience, I chose the Central Pharmacy, where I learned about the many steps required to obtain, prepare, document, transport and dispense medications for our patients. What stayed with me most was the extent to which every member of the pharmacy team prioritizes patient safety. It was evident in the work of everyone I shadowed—from pharmacists and pharmacy technicians to a pharmacy student and department leaders.

I also saw how clear, direct and timely communication and documentation form the foundation of safe pharmacy care. The team’s dedication to following established safety procedures ensures that any problem or variation is identified and addressed immediately. I witnessed this throughout the experience, from restocking Omnicell automated medication cabinets and preparing sterile medications to documenting and distributing medications throughout the hospital.

I was equally impressed by the way pharmacy staff collaborate with teams across the hospital. They participate in daily rounds, ensure medication cabinets are stocked properly and on time, and respond quickly to the needs of each patient care unit. Shadowing in the Central Pharmacy gave me an opportunity to reflect on our shared responsibility to provide the safest, highest-quality care through collaboration and dedication to our core values. I am grateful to the Pharmacy team for welcoming me into their space and sharing their work with me, and I especially thank Roman Kruglyanskiy, Tarek Mirza, Lucy Gin, Analiza Lei and Julia West for their time and thoughtful explanations."

Cathy Hamel 
President, Gilchrist 
Executive Vice President and Chief Strategy Officer, GBMC HealthCare

"Spending time with our outpatient and specialty pharmacy team gave me a much better understanding of the complexity of their work and the care they bring to it. I had the privilege of learning from Jenora Parker, Kenneth Pahr, Anna Chung, Pooja Kaur, Matrice Jackson and Amaya Spence, who are clearly very proud of what they do, and that pride shows in the attention they give to every detail—getting medications right, getting them to patients on time and making the process as easy as possible. It is a small team working in a small space, but they are cross-trained, well organized and constantly moving between prescription processing, clinical review, regulatory requirements, training and patient service.

What stayed with me most was their awareness that the experience they create can have a real effect on how a patient feels. That is especially true for someone facing cancer. A complicated process, an unclear next step or a hurried interaction can add to an already anxious time. This team understands that their calm presence, careful communication and focus on making things as simple as possible can help ease some of that anxiety. They do not see themselves as simply filling prescriptions. They see themselves as part of the patient’s healthcare experience, and they take that responsibility very seriously.

The visit also helped me better understand something I had witnessed previously in the Friedman lobby. A woman who had just been discharged was tired, a little lost and trying to find the pharmacy to get medicine that had been ordered. I walked her there, and Ken stepped in right away, found her medications and helped her get where she needed to go. After spending time with the team, I realized that this was not an unusual gesture. It was simply how they work. There is a shared desire among the team to help people, make a difference and serve, and it is clear that a great deal of thought goes into hiring and developing people who bring that mindset to the work. The entire experience spoke to Jenora’s leadership and to the culture the team has created together." 

Employee Spotlight

Kelly Ellis, MD

Physician - Emergency Department

GBMC Hospital

How long have you been at GBMC HealthCare?

25 years

What is one key way you support a zero harm/safety culture?

I think education and communication are my strengths when it comes to improving patient safety. If I see something that is dangerous or could be improved, I try to explain in an understanding way, so no one feels threatened. I try to address operational issues in the ED that can improve care. When possible, I review orders with the nursing staff so we all are aware of what could go wrong. I listen to the nurses who frequently add critical details I didn't glean. Communication is so important in safety.

What is the most rewarding part of your job?

Sitting down with my patients and empowering them to improve their health is probably what I find most rewarding. Explaining why some drugs are dangerous, what is contagious, what habit is hurting, and what can help can make a big difference to patients. Sometimes it is their relief when I can reassure them that everything is fine: "That chest pain is not a heart attack." Other times we find a diagnosis but can offer hope by way of a treatment plan, suturing a wound, relocating a joint, surgery for appendicitis, etc. I like watching the fear that they come in with dissolve when they leave.

What is your favorite hobby?

My children live in CA, AZ, NY and MD, so I get to travel all over the country when I’m free, trying to keep up with them. I learn so much from experiencing different people and places. I’m still trying to figure out how to pack light!