Pharmacy Leaders Enhance Culture with Continuous Learning | McKesson ideaShare

In the world of pharmacy management, success hinges on more than just dispensing medications—it's about creating a culture of communication, continuous learning, and emotional intelligence. Kristen Jones, PharmD, AVP of professional liability strategic operations at the Pharmacists Mutual Insurance Company, discusses challenging traditional workplace paradigms by emphasizing the human element in pharmaceutical operations. During the discussion following McKesson ideaShare, Jones dove deep into the critical intersection of team dynamics, professional development, and patient safety. Her approach goes beyond standard management techniques, focusing instead on building environments where pharmacy technicians and pharmacists feel genuinely engaged and valued.

The stakes are high in pharmacy settings, where miscommunication can directly impact patient care. Jones advocates for continuous education, suggesting that even brief, informal learning moments can significantly enhance team knowledge and operational safety. Her strategy involves creating opportunities for technicians to understand medication purposes beyond routine dispensing, thereby deepening their professional commitment. Equally important is her emphasis on structured human resources practices. Regular performance reviews, goal-setting, and clear documentation aren't just administrative tasks—they're critical shields against potential workplace conflicts and legal challenges.

As health care continues to evolve rapidly, Jones's approach offers a blueprint for pharmacy leaders seeking to navigate complex workplace dynamics. Her insights suggest that emotional intelligence and strategic communication are not soft skills but essential tools for building resilient, patient-focused teams. By prioritizing open dialogue, continuous learning, and genuine employee engagement, pharmacy managers can create environments that not only meet regulatory standards but also inspire excellence at every level of operation.

"If you again have a pharmacy culture in which you're there to take care of patients, or whatever you want your culture and your message to be, that's going to really come across with your employees as well," Jones said.

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