Amplifying Technicians: Workload Metrics

In episode 9 of Amplifying Technicians, host Taylor Watterson, PharmD, PhD, returns for a solo session to deepen the conversation on occupational fatigue by exploring how pharmacy technician workload and value are measured. Shifting from the biological signals of fatigue discussed previously, she introduces the concept of the “work system,” the complex environment where technicians, pharmacists, and patients interact.

Central to this discussion is the Systems Engineering Initiative for Patient Safety (SEIPS) framework, which Watterson simplifies using the acronym PETT: People, Environment, Tasks, and Tools/Technology. This framework illustrates that workload is not a linear path but a dynamic system where these 4 elements interact to produce outcomes like dispensing accuracy, job satisfaction, or burnout.

Watterson argues that fatigue occurs when there is an imbalance between work demands and a person’s capacity to perform.

The episode critiques the pharmacy industry’s historical reliance on numerical metrics, such as prescription volume and speed. Watterson highlights that these objective numbers fail to capture the whole picture, including cognitive and emotional workloads or the subjective perceptions of staff.

She challenges pharmacies to redefine how they measure success by aligning metrics with their specific missions, whether that be connection, compassion, or personal service. She notes that the true value of a great technician often lies in unmeasured qualities: their expertise with insurance platforms, their ability to speak a patient’s language, or the simple act of greeting a regular customer by name.

This episode serves as a call to action for pharmacy leaders to be thoughtful and creative in their evaluation systems. By considering the entire work system and the people within it, pharmacies can move toward a model that reinforces the human value of technicians and ensures they can continue to serve as the heartbeat of their communities.

Be sure to tune in each month on Drug Topics for conversations that highlight the impact of pharmacy technicians and the many ways they are advancing the profession. All episodes of Amplifying Technicians will be available in video format via DrugTopics.com. Check out our previous episode: Amplifying Technicians: Occupational Fatigue.